University of Virginia Health System

Dear Mr*** I write in response to the complaint issued by your office on behalf of Mr*** *** Mr*** came to the University of Virginia Health System in January 2018. Mr*** visit was for an annual physical/exam. However, in the course of the
exam Mr*** indicated an issue beyond the scope of an annual exam. Mr*** medical complaint led to diagnostic testing and consequent charge which was submitted to his insurance provider and left Mr*** with a residual balance Mr*** was advised of the balance in February and made two payments in April and June 2018. Mr*** did not contact the Patient Billing office again until June at which time he previously received four statements for the amount due and in June his account was sent to a collection agency Sincerely, Bret S*** Patient Financial Services

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have spoken with MsM*** today after filing the complaint and sending another emailI am satisfied with being able to talk to her over the phoneShe was able to give me some direction as how to moving forward nowI should be able to send the requested document in tomorrowI have already contacted my bankIf there is still an issue after that I will continue with this complaintI am not necessarily looking for this business to tell me that they will pay the bill if the documents do not suggest they should though, I would not understand why the document would notI am simply frustrated with the back and forth with the business for five monthsI do think that there is a reason why any one should have to do this for five monthsWhile I am waiting to be approved or denied from the business, I still have to pay the monthly due on the bill.
Regards,
*** ***

January 31, 2018 To whom it may concern, The Patient Relations Department has spoken with Mr*** many times. We have taken his concerns seriously and communicated with the Dialysis team each time we hear from him. On September 20, 2017, Bush B*** (Patient Experience Officer) and
I went to Lynchburg to meet with Mr*** in person to hear his concerns. Mr*** has some concerns related to the facility that cannot be easily changed. His concerns related to the interactions with his care team were discussed with the nurse manager, Kim A***, as part of the conversation. As of 2016, we began our Discrimination Policy as required by the governmentStaff are educated about this process in all departmentsNew employees receive classroom training and have an e-module to complete on professionalism, empathy, and customer serviceAll staff are required to take a course on Equal Opportunity and Civil Rights every two yearsStarting this year, a mandatory course on diversity and inclusion will be initiated Based on this varied coursework, we do not see a need to add training above these current requirements Sincerely, Vickie M***
*** *** *** *** *** *** ***

Dear Mr***: I write in response to the complaint issued by your office on behalf of Ms*** *** The financial assistance process can be demanding in some instances, however, the University of Virginia Medical Center is required to meet strict guidelines
established by the state which does not allow for any deviation MsM*** reached Ms*** today and talked through the details Ms*** describes in her complaint. Once Ms*** can provide the final information needed, the process will be complete Sincerely, Bret S*** Patient Financial Services

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
My appointment on January 16th was for an annual physical pure and simpleI have not a clue as to what issues arose during my single (1) visit that prompted UVA to charge me for two (2) visitsBeing ** years old, I've had and paid for many physicals before but never have I been charged for two (2) visits for one (1)This is, however, the first time I did not see my regular Dr but had another Dr as a substituteIn fact, I usually have my prostate checked, by which I'm not complaining, but just pointing out that this physical didn't include and actually shows a reduction in serviceUVA has yet to tell me what the extra charge is for by which I have asked via phoneI've disputed these charges via MyChart emails starting February 2, I can gives exact dates of phone discussions if necessary but will take looking over phone recordsneededThe stance that UVA has, "oh, these are for 'extras'", without 1) notifying the patient of additional charges prior, and 2) not being able to explain the charges after the facet, is what is wrong with the whole health care industry now. As far as billing, below are the payments that I have made since and during that visit:1-16-$** co-pay for annual physical at time of arrival (note: there should not have been a co-charge for physical and it is ***% covered)2-6-UVA Statement Balance = $***.** per their statement2-13-$** Co-payment for office visit.2-14-UVA Statement Balance = $*** per their statement3-6-UVA Statement Balance = $*** per their statement4-3-UVA Statement Balance = $*** per their statement4-16-$*** payment on outstanding balance.5-1-UVA Statement Balance = $*** per their statement5-15-$** Co-Payment for office visit.5-29-UVA Statement Balance = $**.** (UVA transferred to Collections a dept that appeared on Balance on 3-6-18, by which a $*** payment was made on 4-16-18)6-2-$**.** payment on outstanding balance.6-12-$*** payment on outstanding balance.6-12-$*** payment on outstanding balance.6-19-$*** payment on outstanding balance(total payments = $*** from 1-16-18, not including insurance)As far as letting UVA know of my complaint, below are the dates of the email correspondencesAgain, I will have to review phone billing to get dates of phone calls. 2-12-2018 Patient Customer Service Request Message List notifying them of extra charges.2-13-18 Patient Customer Service Request Message List discussion with Heather K regarding billing2-13-18 Patient Customer Service Request Message List asking for their legal department to discuss.2-13-18 Patient Customer Service Request Message List discussion with Amber B by which I have to explain the whole issue again. 6-2-18 Patient Customer Service Request Message List trying to figure out what I owe.6-4-18 Patient Customer Service Request Message List wanting to pay UVA for outstanding billing and asking for assistance.6-7-18 Patient Customer Service Request Message List stating I want to pay $*** on my bill and asking for a method to pay, other than collections.There are more correspondences but it would be better if I put these in a document for easier comprehension.
Regards,
*** ***

January 31, 2018  To whom it may concern, The Patient Relations Department has spoken with Mr. [redacted] many times.  We have taken his concerns seriously and communicated with the Dialysis team each time we hear from him.  On September 20, 2017, Bush B[redacted] (Patient Experience Officer) and...

I went to Lynchburg to meet with Mr. [redacted] in person to hear his concerns.  Mr. [redacted] has some concerns related to the facility that cannot be easily changed.  His concerns related to the interactions with his care team were discussed with the nurse manager, Kim A[redacted], as part of the conversation.  As of 2016, we began our 1557 Discrimination Policy as required by the government. Staff are educated about this process in all departments. New employees receive classroom training and have an e-module to complete on professionalism, empathy, and customer service. All staff are required to take a course on Equal Opportunity and Civil Rights every two years. Starting this year, a mandatory course on diversity and inclusion will be initiated.  Based on this varied coursework, we do not see a need to add training above these current requirements. Sincerely, Vickie M[redacted]