Complaints

• Initial Complaint

  04/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Dec 17, 2022 My store got robbed and I was hit over the head with pistol, when I came too I called Lexington town police. The police arrived then little later Lexington county EMS arrived. I told them I didnt need service, someone was coming to take me to the companies prefered doctor. EMS then left. Couple weeks later I get a bill for 146.00 I called the EMS number and the told the lady I didnt get service from them or even vitals. Nor did I call them. She said it doesnt matter you get charged for them having to drive to the location. I also asked them how they get my info amd she replied that Police department had my info and so did Lexington Medical center. How can I be billed for them driving to a location?

  Business response

  04/04/2023

  The patient was robbed at his place of employment and Law Enforcement was called to the scene.  Law Enforcement requested that EMS be dispatched to the scene because the patient needed to be checked out because he had been hit in the head.  So, no the patient did not call EMS, Law Enforcement did.  When EMS arrived on the scene and once they knew the scene was secure, EMS found the patient behind the counter.  EMS assisted the patient to the ambulance and he sat on the airway chair where vitals signs and personal information was obtained.  Patient's Pulse, Respiratory, GCS, COAx4, was taken and is recorded on the Patient Care Report.  Patient is stated to deny is LOC, pain, blood thinners, alcohol or drugs.  Patient denied any need for medical transport and signed the  computer for accepting treatment but refusing transport.  Patient also signed the authorization for filing insurance for the treatment that was provided.  

  The patient contacted our Third Party Billing Company on his first call.  It was recorded in the comment section of his account that he was told he was charged for the ambulance coming to the scene, even if he did not call for EMS or even if he did not receive treatment.   THIS was an incorrect statement and the patient should not have been told that he was billed for the ambulance coming to the scene.  The patient should have been directed to contact the Billing Manager with EMS (that's me) if he had issues with being billed.  This patient information was not forwarded to me at the time.  This has been addressed with our Contract Third Party Billing Company.

  The patient contacted the EMS office on 4/3/2023 and I answered the call.  The patient told me he did not receive any services from EMS and he should not have been billed for an ambulance coming to the scene.  I reviewed the patient's care report and told the patient that the bill would be written off.  The patient should have been billed because he was treated on the scene however as help to a patient in a situation our of their control and when they refuse transport it is custom no to bill the patient. The bill was written off because the patient did not call for EMS, Law Enforcement called and the patient refused transport to the ER.  At the time of the phone conversation with the patient, I thought the patient was satisfied and everything was taken care off.  At this point, I don't know what else to offer the patient other than I am sorry for the confusion that occurred.  

  Customer response

  04/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

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