The Gettysburg Hospital

May 28, 2014Dear *** ***:Thank you for sharing the concern expressed by customer *** regarding frustration with the approach of collections related to a lab bill the customer incurred with Gettysburg HospitalI have personally reviewed this case with the *** finance
department that manages the accounts for all of our hospitals, including Gettysburg HospitalThe customer was very responsible in her commitment to making payments on her account although not at the level typically considered minimal.Through my review I have noted what I would consider some communication issues between the customer and the accounts department, primarily because there were a number of individuals involved versus or managing this account as well as some newer employeesIn addition, a step that could have been taken relates to reviewing the opportunity for the customer qualifying for a charity care discount earlier in the process,
The director for account management has already spoken with the involved customer and the process for charity care application is underway to assist this individual in managing the outstanding balanceThe director will remain engaged with this customer to assist going forwardHe has also facilitated having this account pulled from collectionsIn addition the process for improving the conversations and steps with customers such as this one have been reviewed with involved collection staffFinally it should be noted that there is a process available to all customers/patients to express concerns like this one or other care and service matters to hospital administrationHad that occurred we could have resolved this miscommunication sooner and avoided further frustration on the part of the customerAgain, my thanks for getting this information to us so that we were able to resolve the customers concern and facilitate resolutionShould further information be required, please dont hesitate to contact me.Sincerely,