ComplaintsforAdvanced Pain Consultants

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of the occurrence was 01/26/2023. I had my 2nd spinal nerve block scheduled. I was not planning on receiving any IV drugs for nerves/anxiety and was told by the front desk who calls to confirm my appointment that it was ok for me to take my oral dose of Valium at least 20 minutes before my appointment to help with my nerves. When I got to the office I was checked in and told to sign paperwork. Mind you I had gotten to my appointment early enough to take my Valium in the parking lot so I didnt take it while I was driving. The paperwork apparently was for them to automatically collect payment for anything owed I dont remember what it said exactly because the medication had kicked in. I was hurried into my waiting area to continue to fill out paperwork, very hastily. I had 2 blemishes on my back and doctor decided it was necessary for them to start an IV to receive a dose of antibiotics. I didnt want anything IV because last time they blew my vein. ******************* then basically shamed me and said I didnt want to waste all of my time driving up here to not get treatment, as well as waste everyone elses time then he grabbed my right wrist and proceeded to start an IV to give me antibiotics as well a narcotics to relax me since my ** was extremely high. I then had hip pain during and immediately after the injection which I didnt think he took seriously. I couldnt lift my leg let alone drive myself. Also as part of their patient agreement for procedures I am to have a responsible party with me if I am to receiving narcotics. I drove myself because I didnt plan on receiving IV narcotics but that changed mid appointment. The office then charged me for the below amount due to me signing a piece of paper while I under the influence of my Valium I was instructed to take by their office. The attachment includes summary stating how I was in pain after the injection.

  Business response

  10/19/2023

  Our office takes patient complaints and concerns very seriously and always want to resolve issues in the best interest of patient care and satisfaction. We have done a thorough review of the entire patient record; however, it is most important that we protect our patients personal health information, per HIPAA regulations, while addressing the allegations in this BBB Complaint, please keep in mind this limits our ability to provide specifics in our response.

  The complainant indicates that the service was received on 1/26/23 however we did not receive a complaint until the end of September 2023 when the payment was collected. The patient had received multiple communications to collect the amount her insurance applied to her patient responsibility towards her deductible. If there was a concern with the services provided, our office should have been made aware immediately. Visits to our office are documented timely and accurate to the events of medical care. None of the issues stated in her complaint are documented and therefore we support our right to be paid.

  Our office has a contractual obligation with the insurance to have measures in place to collect the patient portions, credit card authorizations are one of them. Our credit card authorizations do restrict our ability to collect patient balances in an unfair act. The signed authorization agrees to allow our office to automatically process up to $500 without verbal consent and the balance must have aged for at least 60 days, which gives patients a minimum of 2 notifications that payment is due before we are able to process payment.  This is in addition to the insurance carrier explanation of benefits showing the patient the balance they have dropped to patient responsibility.

  As for the defense that the patient was under the influence of medications when signing documentation, we do not show any documentation that the patient was was taking this medication. Accurate documentation of medications in the record and specifically before a procedure is important to ensuring patient safety, therefore we take extra effort to obtain and document this information. 

  Our office has been providing pain management services for more than 16 years, with many very satisfied patients who are grateful that we were able to help alleviate their pain. He is very knowledgeable and caring, he is no and ministers IV's.  I am sorry that the patient is dissatisfied with the care she received and wish that she had contacted our office to discuss her concerns when they occurred, or even upon receipt of bills from our office.  Given all the information provided and reviewing all records, we believe we stand by our decision to collect the payment for the services provided.  

  Customer response

  10/23/2023

   
  Complaint: 20685818
  
  I am rejecting this response because: In the Financial Policy that is on your website as well as the one I had sent to me that I signed it does not state anywhere that payment would be "automatically collected" . In both the agreement online and the one I have that I signed it states " Payment plan/Failure to Pay- Patients with a balance on their account must pay the account in full OR establish a payment plan according to APC's new payment guidelines. Failure to make a payment on the account balance for three consecutive billing cycles or 90 days will result in referral of the account to a collection agency and possible discharge from the practice". 

   

  Per the response from APC " The signed authorization agrees to allow our office to automatically process up to $500 without verbal consent and the balance must have aged for at least 60days, which gives patients a minimum of 2 notifications that payment is due before we are able to process payment". In the agreement I signed, there is nothing in that agreement verbiage that states the above, that they will automatically process the amount owed with credit card on file. It states 3 billing cycles where the statement from APC states 2 notifications. They also state in their response " Our credit card authorizations do restrict our ability to collect patient balances in an unfair act". To me this is an unfair act as their policy contradicts what their response is currently. Again I added the policy agreement and no where does it state a specific amount, nor that they will take whatever payment is leftover automatically without my verbal consent. I also have tried calling the business multiple times to try and get an answer to these bills, I called back in June 2023 and was not contacted again about  my request for over a month. So they are not timely with their responses, as can be clearly noted from the date this complaint was filed originally. IF there is a different financial policy agreement that I signed on 01/26/2023 or on another date that specifically states that they are allowed to automatically charge my card without consent or a payment plan, then they violated this agreement.  They should have let the amount due go to collection, per their policy and NOT automatically taken out the money.  
  
  Sincerely,
  
  *****************************

  Business response

  10/25/2023

  The credit card authorization form signed by the complainant on 1/26/2023 supports our position. We have a contractual obligation to collect patient balances after insurance adjudication. Services were rendered, documentation supports services billed and the insurance acknowledged a correct and proper claim. We hold our position that the patient remains accountable to her responsibilities to these visits. Patients last visit in our office was months before June 2023, any disputes with the services rendered should have been disclosed to our office promptly. 

  Customer response

  10/25/2023

   
  Complaint: 20685818
  
  I am rejecting this response because:

  in your previous statement and in the times Ive tried to call to discuss these issues (no one has answered the phone, it has been busy or I cal and receive a call back almost weeks later, I can provide phone records if needed to prove I have in fact tried calling multiple times prior to June 2023) NO WHERE in the that contract I signed did it state your business was allowed to take payment automatically WITHOUT my consent. It states as I listed in my previous answer after 3 attempts or 90 business days the claim would be sent to claims. There is NO WHERE in the contract that states anything about a specific amount to be automatically taken, it state there needs to be a payment plan in place, which there wasnt. Per that contract I signed you guys are not allowed to automatically take payment for anything without permission. I would like to see where it specifically states you are allowed to take payment automatically without verbal consent because the contract states NOTHING of the sort and you took that money wrongfully from my bank account. I spoke with someone in billing back in September and they stated well it was going to go to claims anyway. Which is exactly what it should have done per your contract yet your business decided to violate the terms of that and take it without my consent and I did not have any sort of payment plan set up for your company to take any money from my account with the card on file. I will continue to stand my ground on this as you violated your own terms to the contract I signed. 
  
  Sincerely,
  
  *****************************

  Business response

  10/26/2023

  We stand firm in our position that this account was handled appropriately and in accordance with our policies.  

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