ComplaintsforBaron Hospital Medical Supply Inc.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mothers doctor ordered medical supplies from this company for my mothers wound care. We have received these supplies before from this company with no problem. My mother has ******** which Barons knows will pay for the medical supplies but refuses to send the supplies until my mother signs a form stating she will pay if ******** does not. This form never gets to my mother. They supposedly mail it and we have not received it. We tried e-sign and they cant see it. Meanwhile my mothers leg is getting infected.

  Business response

  04/01/2024

  We strongly do apologize for the inconvenience this may have caused to our patient *********;********. We understand that the patient is in desperate need of the wound care supplies, however we must make sure that insurance and company policies are met before dispensing them.  
  
  There are 2 requirements that must be completed when providing wound care supplies through insurance, in order for ******** to reimburse full payment. 
  
  1. Patients cannot receive any *********** Services. According to ********, if a patient receives any *********** Service, the *********** company is responsible for bringing along the supplies. ******** will not pay for both companies. (********s portal is not always updated right away when a different agency is billing because they can bill up to 90 days after any services that was received for a visiting nurse, which can cause an issue for us that we cant see it on our end .  Therefore, we send to all our ******** patients a legal form approved by ******** that need to be signed off by the patient. This is a form stating that if the patient will be receiving *********** Services or the patient will be admitted to the hospital without letting us know, ******** will not pay and the patient is responsible for the payment ) 
  
  2. The visit notes must meet the criteria listed on ******** LCD. 
  
  Patient **********************;called us in a few months ago asking to get dressing covered by her insurance. I told **** about the criteria needed in the visit notes and I offered her to send over a sheet to her doctor which included all criteria needed for straight ********. I was going back and forth with the nurse ***** from Prominis, since the notes were still missing the required information .
  Finally, on 03/25/2024 we received the correct notes. I called **** to let her know that we have everything required and as part of our usual order process, asked her to sign off an *** form as discussed above. **** was very upset about this because she confirmed that she isn't receiving any services. She claimed that she is unable to sign it off on her computer. Knowing that the supplies are really important for her, I offered her that I can mail the form to her and ship out the order while she provides a credit card on file until the form is returned. However, she refused this option as well. 
  
  In the meantime, I contacted Hebrew Home - a *********** company which according to ********s portal, had provided services a few months ago to this patient. They informed me that the patient had called in that same day, requesting them to resume their services! This was contradicting since the patient claimed that she is not under *********** care at this time. Therefore, we were unable to send her the supplies without the signed form. 
  In this case, as soon as we receive back the *** form signed off by the patient, we will be more than glad to provide the medically necessary supplies to the patient. 
  
  Thank you for the understanding. We are looking forward to continuing servicing *************************. 

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out to this company several times in the last 6 weeks because my mobility scooter is not operating properly. First they claimed I needed a prescription from my doctor, it was done even though I believed that my insurance had nothing to do with this matter. If you supposedly provided me with a brand new out the box scooter, it shouldnt be having any issues a year later. Im very fearful for my safety when I use the scooter and it is my only mode of transportation. I feel from the first time I contacted them that someone should have come out to service my scooter not have me waiting all this time resulting in my jeapodizing my safety. Imagine if the scooter wasnt working at all then I would of been completely disabled because I wouldnt be able to go anywhere.

  Business response

  12/02/2022

  We are taking this complaint very serious, we will investigate this issue and we hope to have a response by Monday.

  Business response

  12/06/2022

  Here is a very detailed update on this matter.

  ********************** reached out to us on 10/24 to inform us that her battery doesn't hold a long charge and keeps going off. She also stated that her chair goes slow when riding uphill. We noted her account and informed her that will submit a repair ticket on her behalf. 

   

  The process for repairs and inspections is fairly simple. We always must obtain an approval from the insurance company prior to performing the repair request, in order to properly submit the claim. Unfortunately, we are unable to obtain a pre authorization without an RX from the doctor. This is standard procedure amongst all patients and not just this case. 

   

  We reached out to her doctor on 10/27 requesting an RX for the repair of this scooter. As of today, we have yet to receive it back. We contacted the doctors' office 9 times as of now regarding this matter. Each time we got the following response: A request for this RX was sent to the Dr, and it will be faxed back shortly. We also spoke to the patient regarding this and informed her that she can reach out to her doctor directly and try to obtain the RX. 

   

  The chair is no longer within the 1 year warranty and it's already a completed rent to purchase DME which means it belongs to the patient and is no longer paid by the insurance company for the rental period. At this time, we still provide service to the patient up to 5 years as long as the patient remains active with their insurance- however since it's outside of the rental period, the repairs are performed with a prior approval and paid by her health plan. Patient is requesting a replacement chair; however this issue is something that is repairable. Patient needs to allow us to obtain proper insurance approval in order to provide repairs. 

   

  Thank you

  *********************

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