ComplaintsforHopeHealth

• Initial Complaint

  08/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am my mothers caretaker/caregiver. On 07/07/2023 she was hospitalized as her blood thinners started making some minor ulcers start bleeding out and she started vomiting and pooping blood. After the emergency room stuff she was sent to an ICU floor for a room and she was moved to another floor on 7/11/23 for the duration of her stay. On that day HopeHealth is claiming they sent a doctor or nurse (they don't know which as the lady I talked to at this place told me so) to have a "consultation" with my mother for 75 minutes about her medications of which my mom does not remember speaking with anyone from HopeHealth at all and neither did I for that matter. We were sent a bill for $443.46 dollars for this "consultation" as they are not part of lifespan and had/have no access to her insurance information nor will I give it to them. My mother and I never requested their services as I care for her and did not request or ask for a consultation from these people. They provided no service to her but sent a bill claiming they had a "consultation" with her which my mother claims never happened during her entire hospital stay. I want the bill nixed/nullified. They are "Hospital hunters" in my opinion and liars. She was never a patient of theirs and neither of us requested a "consultation" from them. I have the bill uploaded but it does not say for a "consultation" fee though, that was what its apparently for according to the lady I spoke with at HopeHealth. I also gave my mom her daily "baths" and hygiene cleaning during my visitation hours time so they cannot claim that either if they intend too. I also did her physical therapy with her as well.

  Customer response

  08/22/2023

  I have not heard from the business in response to my complaint.

  Business response

  08/24/2023

  Good afternoon,

  I hope this message finds you well. We appreciate the opportunity to address the concerns raised by the complainant in their BBB submission (Complaint ID # ********* dated August 11, 2023. Our commitment to quality service and transparent communication compels us to provide a comprehensive response to the matters raised.

  Efforts to Address the Initial Concern:
  The complainant initially expressed dissatisfaction through a ****** review. Regrettably, they did not provide any contact information to facilitate direct communication. Notwithstanding this challenge, we promptly responded to their concerns on the platform, offering our Director of Quality and Compliance's contact details for further assistance. We also extended the option for the reviewer to share their preferred contact information for a direct conversation. Unfortunately, no response was received from the complainant until they lodged their BBB complaint later that evening.
  
  Comprehensive Review of the Case:
  Upon gaining access to the BBB review, we conducted a thorough examination of the circumstances surrounding the complaint. It is essential to acknowledge that the **************** Portability and Accountability Act (HIPAA) regulations prohibit the disclosure of personal identification information. Nevertheless, we possess pertinent and detailed records relating to the patient's care, specific to this concern. When the patient signed the hospitals consent for treatment, that allows all providers to treat and bill the patient, in accordance with the providers plan of care. The patients treating physician ordered the consultation in question on July 11, 2023, at 9:07 a.m.
  
  The palliative consultation took place on July 11, 2023, at 9:43 a.m. in the hospital at the patients bed side with a HopeHealth palliative nurse practitioner (**). The ** introduced themself and explained the role of palliative care, assessed the patients symptoms and discussed goals of care. In the **s notes, the documentation also states that the ** reached out to the daughter via phone, but daughter was unwilling to engage in a conversation at that time. While we are unable to share unredacted personal details, we are more than willing to furnish redacted documentation that supports the case under discussion, if necessary. HopeHealth exclusively administers consultations that are expressly ordered by attending hospitalists or providers. It is important to note that our practice strictly adheres to the protocol of providing consultations solely in response to a patient's provider's directive.
  
  Billing Clarification:
  Regarding the disputed bill, it is imperative to clarify that the patient's daughter is not held financially responsible for the charges in question. At the time the bill was sent, we did not have, or were aware of, any patient insurance information. Upon receiving the insurance information, we billed directly to insurance and do not anticipate the patient having further financial responsibility. We would like to reassure the complainant that we remain committed to assisting them in navigating the intricacies of their insurance coverage to ensure a clear understanding of the billing process.
  
  In conclusion, we value the opportunity to address the concerns expressed by the complainant and underscore our unwavering commitment to resolving the matter in a fair and amicable manner.
  
  Thank you for your time and consideration. We remain at your disposal for any further information you may require.
  
  Sincerely,
  
  *************************, RN, BSN, COS-C, ACRN
  Senior Director of Quality and Compliance
  ***********************************

  
  

  Customer response

  08/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩