Wednesday, July 27, 2011
The BBB's Opinion of Medstar Surgical
Watch your step. Even the Better Business Bureau has a low opinion of Medstar Surgical. The BBB gave Medstar a C-. See for yourself here. If you've followed this blog, no further comment is needed.
Tuesday, July 26, 2011
BOYCOTT MEDSTAR SURGICAL
It’s been more than three months since Medstar Surgical delivered my wheelchair on April 11, 2011. In that time, Medstar was unable to make it useable. Today I had to give up and return it.
Medstar was told by phone, letter and a clinic meeting what needed to be done to make the chair useable. After the clinic meeting, I believed we were on our way to solving the problems and I would have a chair I could use. The most important issues were:
1- Modify ground clearance. I met with Pride Mobility’s rep. and Medstar’s salesperson on August 11, 2010. I asked a very important question- is the new chair compatible with the “easy-lok” brand lockdown device in my van? The answer was yes. I discovered that was incorrect. Pride’s rep. said it could be modified. When the chair was delivered to me July 19, 2011 no modification was made to the ground clearance and the chair is still not compatible with the lockdown device. As such I cannot transport the chair. If I cannot transport the chair, I would not be able to go to the doctor in it. After my sons and I further examined the chair this weekend, it is obvious this chair cannot be modified to work with my lockdown without removing the support for the rear wheels.
2- Install cantilever arms. The armrests delivered made transfers difficult for me, and we agreed at clinic to install cantilever armrests. Upon delivery, I discovered the chair was now too wide to get in my bedroom, which also means I can’t get to my bathroom. This renders the chair utterly useless to me, as I cannot walk or even stand.
3- Install new seat cushion. They got that right, but one out of three is still a failing grade.
I hit the roof after the chair was delivered in this unusable condition. After calling Medstar asking they make changes, I was told via email to accept the chair as-is or return it and go elsewhere.
Medicare paid for a $23,000 chair. After speaking with three different specialists at Medicare, they all agreed I should not accept a chair I can’t use in my home and that I have a reasonable expectation of using that chair to go to the doctor. Medstar doesn’t care whether I can use it or not.
Medstar needs to know they can’t treat their patients this way. BOYCOTT MEDSTAR SURGICAL AND BREATHING!
Medstar was told by phone, letter and a clinic meeting what needed to be done to make the chair useable. After the clinic meeting, I believed we were on our way to solving the problems and I would have a chair I could use. The most important issues were:
1- Modify ground clearance. I met with Pride Mobility’s rep. and Medstar’s salesperson on August 11, 2010. I asked a very important question- is the new chair compatible with the “easy-lok” brand lockdown device in my van? The answer was yes. I discovered that was incorrect. Pride’s rep. said it could be modified. When the chair was delivered to me July 19, 2011 no modification was made to the ground clearance and the chair is still not compatible with the lockdown device. As such I cannot transport the chair. If I cannot transport the chair, I would not be able to go to the doctor in it. After my sons and I further examined the chair this weekend, it is obvious this chair cannot be modified to work with my lockdown without removing the support for the rear wheels.
2- Install cantilever arms. The armrests delivered made transfers difficult for me, and we agreed at clinic to install cantilever armrests. Upon delivery, I discovered the chair was now too wide to get in my bedroom, which also means I can’t get to my bathroom. This renders the chair utterly useless to me, as I cannot walk or even stand.
3- Install new seat cushion. They got that right, but one out of three is still a failing grade.
I hit the roof after the chair was delivered in this unusable condition. After calling Medstar asking they make changes, I was told via email to accept the chair as-is or return it and go elsewhere.
Medicare paid for a $23,000 chair. After speaking with three different specialists at Medicare, they all agreed I should not accept a chair I can’t use in my home and that I have a reasonable expectation of using that chair to go to the doctor. Medstar doesn’t care whether I can use it or not.
Medstar needs to know they can’t treat their patients this way. BOYCOTT MEDSTAR SURGICAL AND BREATHING!
Wednesday, July 13, 2011
Medstar Surgical Abusing Medicare Patient's Rights - Again!
I delivered my wheelchair to Medstar Surgical and Breathing Corp. on May 31, 2011 so they could modify it to suit my needs (see previous post). The estimated time for repairs was about two hours of labor. After six weeks I got a call on Thursday July 7, 2011 saying it was ready but there was a Medicare problem. I called Medicare and it took me seven minutes to solve the problem.
I then called Medstar telling them how to verify the problem was fixed that same day (Thursday). My social worker called them Friday with the same message. Monday I got no call. Tuesday I called again and had to explain it a third time. I was promised a call by the end of the day. No call came.
I called again today, Wednesday, July 13, 2011 and left a message. Still no call back. Medstar seems to shit all over patient's rights with impunity. Medstar received payment for this wheelchair three months ago. They apparently have no motivation to finally deliver the chair now that they have lined their pockets.
I then called Medstar telling them how to verify the problem was fixed that same day (Thursday). My social worker called them Friday with the same message. Monday I got no call. Tuesday I called again and had to explain it a third time. I was promised a call by the end of the day. No call came.
I called again today, Wednesday, July 13, 2011 and left a message. Still no call back. Medstar seems to shit all over patient's rights with impunity. Medstar received payment for this wheelchair three months ago. They apparently have no motivation to finally deliver the chair now that they have lined their pockets.
Monday, May 23, 2011
Why Can't Medstar Surgical Get It Right?
A month after my new wheelchair was delivered, Medstar finally got all the parts installed on my new wheelchair. Then I figured out all it's deficiencies. My letter to Medstar and St. Charles Hospital summarizes the problems below:
Marc E. Charest
256 Sebonac Road
Southampton, NY 11968
May 13, 2011
Mr. Gerry Dickerson Director of Rehab
Medstar Surgical and Breathing
15-40 128th Street
College Point, NY 11356
(and)
Ms. Laura Beck, Director of Outpatient Rehab
St. Charles Hospital
200 Belle Terre Road
Port Jefferson, NY 11777
Re: New wheelchair.
Dear Sir & Madame,
A month after the delivery of my wheelchair, the abductor supports were finally installed Tuesday May 10. I was very eager to at last use the wheelchair. Over the next two days it’s deficiencies have become obvious.
Cushion and seat height - The cushion provided to eliminate the original seat height problem is inadequate. It does not provide any alignment support, making it difficult to stay comfortably seated. The original cushion did a very good job of providing proper alignment. The cushion change merely replaced one problem with another.
Tie downs - The tie down points protruding from the sides of the seat are perhaps the biggest problem. After several transfers in and out of the chair, I had gotten bruises on the backs of my left calf and left thigh from the tie down points. Because of this one issue, I cannot use the chair, as the risk of injury Is too great. I have owned three chairs and rented many others. The tie downs on this chair are by far the worst design I’ve ever seen, and seem to be an afterthought. My Permobil has tie downs integrated into the frame like many other chairs.
Ground clearance - During my August 11, 2010 visit to the wheelchair clinic, I specifically asked Rudy Rogers from Pride Manufacturing if the new wheelchair was compatible with the “Easy-Lock” lockdown in my van. Rudy stated it was. After trying to get the new chair in my van yesterday, Rudy was obviously wrong. The chair has insufficient ground clearance to get over the lockdown device. A quick check of the owner’s manual confirms this. Why didn’t Rudy check this before answering? If I can’t get it in my van, how can this chair be transported? I don’t have the $1200 to $1500 it would cost to remove the easy-lock and replace it with a strap-type tie down system.
The lack of ground clearance means I cannot use the chair in my yard, something I do daily. It will also mean difficulty on uneven sidewalks or going down to the beach near my home. I understand that chairs aren’t to be used on uneven surfaces, but with a ground clearance under one and a half inches, this chair will get stuck on the sidewalks in Southampton Village, something I’ve done in wheelchairs for twelve years now.
Arm rests - The arm rests on the chair are best described as flimsy. The first Jazzy power chair I had in 1999 had better arm rests than this chair has. The arm rests are too narrow, too hard and the vertical support bar requires two hands to align. Despite this vertical support the arm rests have more than an inch of “wobble”, providing poor transfer support. The broken arm rest on my six-year-old Permobil is more stable than those on the new chair.
Unnecessary options - In addition to not having the options I DO need, and failing to consider seat height, transfer safety and ground clearance, the wheelchair was provided with unnecessary options. The companion controller, lumbar bolsters and trunk support bars were not discussed at the wheelchair clinic, were never discussed with me nor do I need them. I believe they were included only to “pad the bill”.
As a patient, I went to the wheelchair clinic expecting to be provided with an appropriate wheelchair that fits my needs. To my disappointment, the wheelchair clinic merely provided a patient so Medstar can make a sale. The wheelchair Medstar provided is dangerous to my well-being, can’t be used in my own backyard and can’t be transported in my van.
Considering the above, this wheelchair must be replaced. It cannot be modified to fit my needs. The replacement chair will need to take into account all of the above considerations. I strongly recommend the replacement chair be a Permobil. This time I also recommend that you provide me with the specifications of the wheelchair before it is provided to me. I will not accept any chair I have not approved beforehand.
It has been eleven months since this ordeal began. In light of the past problems I have had getting anyone involved to act, I contacted Medicare today for guidance. Janet Cunningham at Medicare stated Medstar must accept the return of equipment that does not meet my needs. Your delays and mistakes will cost me again - my old chair needs another $300 in repairs to fix a broken arm rest.
I am still waiting for my medical records from both Medstar Surgical and St. Charles, as requested in my letter of February 25, 2011.
Sincerely,
Marc Charest
I have another appointment with the wheelchair clinic on May 31, 2011. That is just two weeks short of ONE YEAR since this ordeal began. According to the wheelchair clinic, if I return this useless new wheelchair to Medstar, they (Medstar) will not provide another one and I will have to go to another vendor. That will cost me another six to eight months of delays! My old wheelchair won't last that long. All I want is a wheelchair I can safely use in and around my home and transport in my lift-equipped van. The new wheelchair Medstar provided can't do any of these things, but they don't want to replace it. Medstar has me up against the wall and they know it.
Marc E. Charest
256 Sebonac Road
Southampton, NY 11968
May 13, 2011
Mr. Gerry Dickerson Director of Rehab
Medstar Surgical and Breathing
15-40 128th Street
College Point, NY 11356
(and)
Ms. Laura Beck, Director of Outpatient Rehab
St. Charles Hospital
200 Belle Terre Road
Port Jefferson, NY 11777
Re: New wheelchair.
Dear Sir & Madame,
A month after the delivery of my wheelchair, the abductor supports were finally installed Tuesday May 10. I was very eager to at last use the wheelchair. Over the next two days it’s deficiencies have become obvious.
Cushion and seat height - The cushion provided to eliminate the original seat height problem is inadequate. It does not provide any alignment support, making it difficult to stay comfortably seated. The original cushion did a very good job of providing proper alignment. The cushion change merely replaced one problem with another.
Tie downs - The tie down points protruding from the sides of the seat are perhaps the biggest problem. After several transfers in and out of the chair, I had gotten bruises on the backs of my left calf and left thigh from the tie down points. Because of this one issue, I cannot use the chair, as the risk of injury Is too great. I have owned three chairs and rented many others. The tie downs on this chair are by far the worst design I’ve ever seen, and seem to be an afterthought. My Permobil has tie downs integrated into the frame like many other chairs.
Ground clearance - During my August 11, 2010 visit to the wheelchair clinic, I specifically asked Rudy Rogers from Pride Manufacturing if the new wheelchair was compatible with the “Easy-Lock” lockdown in my van. Rudy stated it was. After trying to get the new chair in my van yesterday, Rudy was obviously wrong. The chair has insufficient ground clearance to get over the lockdown device. A quick check of the owner’s manual confirms this. Why didn’t Rudy check this before answering? If I can’t get it in my van, how can this chair be transported? I don’t have the $1200 to $1500 it would cost to remove the easy-lock and replace it with a strap-type tie down system.
The lack of ground clearance means I cannot use the chair in my yard, something I do daily. It will also mean difficulty on uneven sidewalks or going down to the beach near my home. I understand that chairs aren’t to be used on uneven surfaces, but with a ground clearance under one and a half inches, this chair will get stuck on the sidewalks in Southampton Village, something I’ve done in wheelchairs for twelve years now.
Arm rests - The arm rests on the chair are best described as flimsy. The first Jazzy power chair I had in 1999 had better arm rests than this chair has. The arm rests are too narrow, too hard and the vertical support bar requires two hands to align. Despite this vertical support the arm rests have more than an inch of “wobble”, providing poor transfer support. The broken arm rest on my six-year-old Permobil is more stable than those on the new chair.
Unnecessary options - In addition to not having the options I DO need, and failing to consider seat height, transfer safety and ground clearance, the wheelchair was provided with unnecessary options. The companion controller, lumbar bolsters and trunk support bars were not discussed at the wheelchair clinic, were never discussed with me nor do I need them. I believe they were included only to “pad the bill”.
As a patient, I went to the wheelchair clinic expecting to be provided with an appropriate wheelchair that fits my needs. To my disappointment, the wheelchair clinic merely provided a patient so Medstar can make a sale. The wheelchair Medstar provided is dangerous to my well-being, can’t be used in my own backyard and can’t be transported in my van.
Considering the above, this wheelchair must be replaced. It cannot be modified to fit my needs. The replacement chair will need to take into account all of the above considerations. I strongly recommend the replacement chair be a Permobil. This time I also recommend that you provide me with the specifications of the wheelchair before it is provided to me. I will not accept any chair I have not approved beforehand.
It has been eleven months since this ordeal began. In light of the past problems I have had getting anyone involved to act, I contacted Medicare today for guidance. Janet Cunningham at Medicare stated Medstar must accept the return of equipment that does not meet my needs. Your delays and mistakes will cost me again - my old chair needs another $300 in repairs to fix a broken arm rest.
I am still waiting for my medical records from both Medstar Surgical and St. Charles, as requested in my letter of February 25, 2011.
Sincerely,
Marc Charest
I have another appointment with the wheelchair clinic on May 31, 2011. That is just two weeks short of ONE YEAR since this ordeal began. According to the wheelchair clinic, if I return this useless new wheelchair to Medstar, they (Medstar) will not provide another one and I will have to go to another vendor. That will cost me another six to eight months of delays! My old wheelchair won't last that long. All I want is a wheelchair I can safely use in and around my home and transport in my lift-equipped van. The new wheelchair Medstar provided can't do any of these things, but they don't want to replace it. Medstar has me up against the wall and they know it.
Monday, April 18, 2011
Medstar Surgical and Medicare Abuse?
I was just looking for a phone number or address to file a complaint with Medicare for the deficient wheelchair Medstar Surgical provided me with and came across Medicare's definition of abuse:
Abuse occurs when doctors or suppliers don’t follow good medical practices...
Sound familiar anyone? Sounds a lot like the care I am getting from St. Charles too.
Abuse occurs when doctors or suppliers don’t follow good medical practices...
Sound familiar anyone? Sounds a lot like the care I am getting from St. Charles too.
Medstar Surgical Piloting a Ship of Fools and St. Charles Hospital is On Board!
After waiting ten months for my new wheelchair, six months longer than Medstar promised, I finally got my new wheelchair last week. Finally, I can enjoy the new chair, right? NO FUCKING WAY!
It seems nobody at Medstar or the wheelchair clinic at St. Charles Hospital bothered to consider seat height. The new chair is more than three inches higher than my old chair. Since I can't walk or even stand, I must transfer by sliding across my chair on or off the bed, toilet or recliner. An additional three inches above my existing chair might as well be on the roof!
How could this have been avoided? First, we will go with the obvious - St. Charles' wheelchair clinic did an extensive evaluation of my needs ten months ago. Surely seat height was considered. Or was it?
Medstar could have figured it out when they did a home evaluation. Unfortunately, the home evaluation amounted to measuring a few doorways. If Medstar was more concerned with patient care than pushing another $25,000 wheelchair out the door, maybe they would have measured the height of my bed and toilet.
Maybe if Gail Ferrentino-Walsh of Medstar and Rudy Rogers, Pride Manufacturing's representative, made good on the offer of a loaner chair back in the fall, I could have discovered the problem for them, months before the chair was even ordered.
Maybe if Medstar provided me with the documentation I requested, this could have been avoided. But, of course, they refused.
Or maybe it is contained in my medical records at St. Charles' wheelchair clinic? I requested my records seven weeks ago, but I have heard nothing from Laura Beck, St. Charles Director of Outpatient Rehab. Another opportunity to get it right was missed.
What facts are Medstar Surgical and St. Charles Hospital hiding? Why is it so hard to get information from them? With just a modicum of transparency, most of the problems they created could have been avoided. Or is honesty bad for business?
My most recent letter to Medstar and St. Charles follows:
Marc E. Charest
256 Sebonac Road
Southampton, NY 11968
April 18, 2011
Mr. Gerry Dickerson Director of Rehab
Medstar Surgical and Breathing
15-40 128th Street
College Point, NY 11356
(and)
Ms. Laura Beck, Director of Outpatient Rehab
St. Charles Hospital
200 Belle Terre Road
Port Jefferson, NY 11777
Re: New wheelchair.
Dear Sir & Madame,
Six months after it’s expected arrival, I finally got my wheelchair at the St. Charles wheelchair clinic on April 11. Upon arriving home, I was shocked to realize this new chair was unusable - it is more than three inches higher than my existing chair. FYI- my current chair, a Permobil, has all the same power functions as the new chair, so a suitable power chair can be built. The new chair also lacks the removable abductor bolsters discussed at my evaluation.
After Pride Manufacturing’s rep Rudy tried lowering my chair Friday April 15, I decided to give it another chance over the weekend. Rudy was only able to lower it about three-quarters of an inch.
The excessive height of the new chair makes it impossible for me to transfer from the toilet to the chair. Sunday morning, while home alone, it took me 15 minutes to get into the wheelchair from the toilet. In the process I pulled a muscle in my lower back. My toilet is two and a half inches higher than a standard toilet already, and it would have to be raised an additional three inches to make transfers safe.
Transferring from my bed to the chair is marginally easier, but I expect that would also be a source of pulled muscles in the future. Raising my bed or toilet enough to match the chair’s height would make them too high for my feet to reach the ground comfortably. That would also make it impossible for me to get dressed or do exercises and physical therapy at my bed.
Compared with all the detailed information collected during my evaluation at the wheelchair clinic, the cursory home evaluation done by Medstar involved measuring door widths only. The person doing the home evaluation had a tape measure. What would have been the difficulty in doing a comprehensive home evaluation?
Both of your corporations failed to consider the elemental issue of seating height. After waiting an incredible ten months, six months past Medstar’s salesperson’s estimate of October 2010, I am now no closer to a useable power chair than I was in June 2010 when this comedy of errors began. How much longer will it take before I get the chair I need? When will someone, anyone, step up and make this right?
Mr. Dickerson- no more emails. I expect you to respond with a phone call or in writing. Please stop hiding behind “policy” and blaming Medstar’s continuing failures on “difficulties with Medicare”.
Ms. Beck- On February 28 I received a call from you promising help. After I wrote another letter and left two messages for you, I have still not heard from you.
One or both of your organizations created a problem that could easily have been avoided. I recommend you confer with each other before responding. In your response, I need to know how you will expeditiously provide me with an adequate wheelchair that finally meets my needs. I am unwilling to waste an untold number of months waiting due to your mistakes.
Sincerely,
Marc Charest
c.c.
US Rep. Timothy Bishop
Ms. Kim Smith, Attorney
Pride Manufacturing
It seems nobody at Medstar or the wheelchair clinic at St. Charles Hospital bothered to consider seat height. The new chair is more than three inches higher than my old chair. Since I can't walk or even stand, I must transfer by sliding across my chair on or off the bed, toilet or recliner. An additional three inches above my existing chair might as well be on the roof!
How could this have been avoided? First, we will go with the obvious - St. Charles' wheelchair clinic did an extensive evaluation of my needs ten months ago. Surely seat height was considered. Or was it?
Medstar could have figured it out when they did a home evaluation. Unfortunately, the home evaluation amounted to measuring a few doorways. If Medstar was more concerned with patient care than pushing another $25,000 wheelchair out the door, maybe they would have measured the height of my bed and toilet.
Maybe if Gail Ferrentino-Walsh of Medstar and Rudy Rogers, Pride Manufacturing's representative, made good on the offer of a loaner chair back in the fall, I could have discovered the problem for them, months before the chair was even ordered.
Maybe if Medstar provided me with the documentation I requested, this could have been avoided. But, of course, they refused.
Or maybe it is contained in my medical records at St. Charles' wheelchair clinic? I requested my records seven weeks ago, but I have heard nothing from Laura Beck, St. Charles Director of Outpatient Rehab. Another opportunity to get it right was missed.
What facts are Medstar Surgical and St. Charles Hospital hiding? Why is it so hard to get information from them? With just a modicum of transparency, most of the problems they created could have been avoided. Or is honesty bad for business?
My most recent letter to Medstar and St. Charles follows:
Marc E. Charest
256 Sebonac Road
Southampton, NY 11968
April 18, 2011
Mr. Gerry Dickerson Director of Rehab
Medstar Surgical and Breathing
15-40 128th Street
College Point, NY 11356
(and)
Ms. Laura Beck, Director of Outpatient Rehab
St. Charles Hospital
200 Belle Terre Road
Port Jefferson, NY 11777
Re: New wheelchair.
Dear Sir & Madame,
Six months after it’s expected arrival, I finally got my wheelchair at the St. Charles wheelchair clinic on April 11. Upon arriving home, I was shocked to realize this new chair was unusable - it is more than three inches higher than my existing chair. FYI- my current chair, a Permobil, has all the same power functions as the new chair, so a suitable power chair can be built. The new chair also lacks the removable abductor bolsters discussed at my evaluation.
After Pride Manufacturing’s rep Rudy tried lowering my chair Friday April 15, I decided to give it another chance over the weekend. Rudy was only able to lower it about three-quarters of an inch.
The excessive height of the new chair makes it impossible for me to transfer from the toilet to the chair. Sunday morning, while home alone, it took me 15 minutes to get into the wheelchair from the toilet. In the process I pulled a muscle in my lower back. My toilet is two and a half inches higher than a standard toilet already, and it would have to be raised an additional three inches to make transfers safe.
Transferring from my bed to the chair is marginally easier, but I expect that would also be a source of pulled muscles in the future. Raising my bed or toilet enough to match the chair’s height would make them too high for my feet to reach the ground comfortably. That would also make it impossible for me to get dressed or do exercises and physical therapy at my bed.
Compared with all the detailed information collected during my evaluation at the wheelchair clinic, the cursory home evaluation done by Medstar involved measuring door widths only. The person doing the home evaluation had a tape measure. What would have been the difficulty in doing a comprehensive home evaluation?
Both of your corporations failed to consider the elemental issue of seating height. After waiting an incredible ten months, six months past Medstar’s salesperson’s estimate of October 2010, I am now no closer to a useable power chair than I was in June 2010 when this comedy of errors began. How much longer will it take before I get the chair I need? When will someone, anyone, step up and make this right?
Mr. Dickerson- no more emails. I expect you to respond with a phone call or in writing. Please stop hiding behind “policy” and blaming Medstar’s continuing failures on “difficulties with Medicare”.
Ms. Beck- On February 28 I received a call from you promising help. After I wrote another letter and left two messages for you, I have still not heard from you.
One or both of your organizations created a problem that could easily have been avoided. I recommend you confer with each other before responding. In your response, I need to know how you will expeditiously provide me with an adequate wheelchair that finally meets my needs. I am unwilling to waste an untold number of months waiting due to your mistakes.
Sincerely,
Marc Charest
c.c.
US Rep. Timothy Bishop
Ms. Kim Smith, Attorney
Pride Manufacturing
Wednesday, March 16, 2011
What Medstar Surgical Fails to Acknowledge
Gerry, your attempts to explain the overwhelming problems with documentation issues with Medicare are not in vain. I understand them. The "small delay" you identified spanned more than five months! Gail Ferrentino-Walsh said the chair would be ready by October 2010. The lies began in September, as Gail's assistant, Janine Radice, told me on numerous occasions application had been made to Medicare. THE TRUTH IS, YOUR EMPLOYEES LIED REPEATEDLY OVER THE COURSE OF SEVERAL MONTHS! It was only after I threatened legal action while on the phone with Janine was any action taken. You took Gail and Janine off my case because even you could not trust them to act. How on earth is that the fault of Medicare issues?
Is there anyone at Medstar Surgical honest enough to take responsibility for the mistakes your company has made? Or are you callous enough to ignore the fact a disabled man has to bear the burden of your misdeeds?
Still no further word from St. Charles Hospital.
Is there anyone at Medstar Surgical honest enough to take responsibility for the mistakes your company has made? Or are you callous enough to ignore the fact a disabled man has to bear the burden of your misdeeds?
Still no further word from St. Charles Hospital.
Medstar Surgical's Response
March 16, 2011
Mr. Marc Charest
256 Sebonac Road
Southhampton, NY 11968
Re: Wheelchair processed under the Medicare Program
Mr. Charest,
We have tried, in vain, to explain to you the overwhelming problems with the documentation issues with the Medicare Program in the procurement of a powered mobility device.
People just like you all over the country struggle everyday, sometimes for much longer periods of time than you, to get a new power mobility intervention.
We want you to have your chair. We are completely aware of the difference a properly designed device can have in your quality of life. The documentation burden put on suppliers, physicians and clinicians can, and has, caused untenable delays in the service delivery process. The problem remains with the system. Until that is corrected delays will continue.
Medstar identified a gap in our process tracking that caused a small delay and corrected it. We do not now, nor have we ever, been involved in lies or deceit, with you or any other entity we deal with.
The system that was approved by the ADMC process will result in a “no cost” to you. You have Medicare primary and Medicaid secondary to cover those costs
The power base, the power independent tilt, headrest and back that were specified in clinic are covered and approved.
The seat elevator, discussed in clinic, is never a covered item under Medicare. Now that we have the Medicare determination, we have submitted to Medicaid for a determination. Private payment is the only way for this to be included on your chair in the event of a denial from Medicaid
Items that were, or may be not covered, and there for not paid by your insurance can only be provided on a private pay basis. Items not covered or paid for privately will not be included on the new power chair.
We have the affirmative ADMC approval for your chair. Further processing is on hold until you decide the next course of action. As a point of information, to long of a delay in final delivery will render the ADMC approval invalid.
Gerry Dickerson
VP Rehab Technology
Medstar Surgical, Inc.
College Point, NY 11356
Mr. Marc Charest
256 Sebonac Road
Southhampton, NY 11968
Re: Wheelchair processed under the Medicare Program
Mr. Charest,
We have tried, in vain, to explain to you the overwhelming problems with the documentation issues with the Medicare Program in the procurement of a powered mobility device.
People just like you all over the country struggle everyday, sometimes for much longer periods of time than you, to get a new power mobility intervention.
We want you to have your chair. We are completely aware of the difference a properly designed device can have in your quality of life. The documentation burden put on suppliers, physicians and clinicians can, and has, caused untenable delays in the service delivery process. The problem remains with the system. Until that is corrected delays will continue.
Medstar identified a gap in our process tracking that caused a small delay and corrected it. We do not now, nor have we ever, been involved in lies or deceit, with you or any other entity we deal with.
The system that was approved by the ADMC process will result in a “no cost” to you. You have Medicare primary and Medicaid secondary to cover those costs
The power base, the power independent tilt, headrest and back that were specified in clinic are covered and approved.
The seat elevator, discussed in clinic, is never a covered item under Medicare. Now that we have the Medicare determination, we have submitted to Medicaid for a determination. Private payment is the only way for this to be included on your chair in the event of a denial from Medicaid
Items that were, or may be not covered, and there for not paid by your insurance can only be provided on a private pay basis. Items not covered or paid for privately will not be included on the new power chair.
We have the affirmative ADMC approval for your chair. Further processing is on hold until you decide the next course of action. As a point of information, to long of a delay in final delivery will render the ADMC approval invalid.
Gerry Dickerson
VP Rehab Technology
Medstar Surgical, Inc.
College Point, NY 11356
Thursday, March 10, 2011
Letter to Medstar Surgical and St. Charles Hospital
Marc E. Charest
256 Sebonac Road
Southampton, NY 11968
631-259-3828
March 9, 2011
Mr. Zeb Pirzada, CEO
Medstar Surgical and Breathing
15-40 128th Street
College Point, NY 11356
and
Mr. James O’Connor, CEO
St. Charles Hospital
200 Belle Terre Road
Port Jefferson, NY 11777
Re: New wheelchair.
Dear Sirs,
This week, the wheelchair I have been waiting nine months for has finally been approved. The delays were caused by errors, inaction or outright deceit by one or both of your corporations. I have been endeavoring for months simply trying to get someone to provide proper patient care. I have been more than flexible in trying to work with everyone.
The entire purpose of obtaining a new wheelchair was to provide a chair with better back and head support. My current chair is inadequate in this regard. I have endured several months of unnecessary neck and back pain while waiting for the chair that was promised to me by October 2010.
After again consulting with my attorney, I am offering a proposal to resolve this issue once and for all.
First, Medstar and St. Charles will provide, at no cost to me, the wheelchair as approved by Medicare.
Second, in addition to the power options discussed at the wheelchair clinic, I request the seatback also be motorized. In the nine months since my evaluation at the wheelchair clinic, my hands have weakened and I will be unable to operate the seatback angle manually in the very near future. The cost for this will also be borne by your corporations.
I will not compromise on the above proposal. Throughout this ordeal I have been offered nothing but excuses, finger-pointing and platitudes. As I have stated to several people involved, I will not back down.
If the above proposal is not accepted, I fully intend on filing suit to recover treble damages for the costs I have incurred repairing my old wheelchair and any out of pocket costs for my new wheelchair. I estimate this will amount to about $25,000. In addition, I will be seeking compensation for pain and suffering since October 2010 caused by the extended use of the inadequate chair I am using. I have no estimate for that.
I am eager to put this problem behind me, as my only desire is to be comfortable and independent in a wheelchair that works for me. Given all that has transpired and all I have endured, this is a more than reasonable proposal.
I look forward to your response.
Sincerely,
Marc Charest
256 Sebonac Road
Southampton, NY 11968
631-259-3828
March 9, 2011
Mr. Zeb Pirzada, CEO
Medstar Surgical and Breathing
15-40 128th Street
College Point, NY 11356
and
Mr. James O’Connor, CEO
St. Charles Hospital
200 Belle Terre Road
Port Jefferson, NY 11777
Re: New wheelchair.
Dear Sirs,
This week, the wheelchair I have been waiting nine months for has finally been approved. The delays were caused by errors, inaction or outright deceit by one or both of your corporations. I have been endeavoring for months simply trying to get someone to provide proper patient care. I have been more than flexible in trying to work with everyone.
The entire purpose of obtaining a new wheelchair was to provide a chair with better back and head support. My current chair is inadequate in this regard. I have endured several months of unnecessary neck and back pain while waiting for the chair that was promised to me by October 2010.
After again consulting with my attorney, I am offering a proposal to resolve this issue once and for all.
First, Medstar and St. Charles will provide, at no cost to me, the wheelchair as approved by Medicare.
Second, in addition to the power options discussed at the wheelchair clinic, I request the seatback also be motorized. In the nine months since my evaluation at the wheelchair clinic, my hands have weakened and I will be unable to operate the seatback angle manually in the very near future. The cost for this will also be borne by your corporations.
I will not compromise on the above proposal. Throughout this ordeal I have been offered nothing but excuses, finger-pointing and platitudes. As I have stated to several people involved, I will not back down.
If the above proposal is not accepted, I fully intend on filing suit to recover treble damages for the costs I have incurred repairing my old wheelchair and any out of pocket costs for my new wheelchair. I estimate this will amount to about $25,000. In addition, I will be seeking compensation for pain and suffering since October 2010 caused by the extended use of the inadequate chair I am using. I have no estimate for that.
I am eager to put this problem behind me, as my only desire is to be comfortable and independent in a wheelchair that works for me. Given all that has transpired and all I have endured, this is a more than reasonable proposal.
I look forward to your response.
Sincerely,
Marc Charest
What are Medstar Surgical and St. Charles Hospital thinking?
While getting my old wheelchair repaired last week, I spoke with the vendor regarding a new chair. I learned several surprising facts.
First, if I change vendors, I'll need a new evaluation from the wheelchair clinic. No vendor will accept a nine month old evaluation. I had to wait three months to get an appointment at the wheelchair clinic last year. That would put me in June, an entire year after I started this whole fiasco. And then the paperwork starts all over again!
Second, Medicare won't accept an evaluation more than three months old. So how the hell did Medstar Surgical get my nine month old information approved? Were these the dates Medstar and St. Charles' wheelchair clinic have been talking about recently with me on the phone? Have my medical records been changed to cover their asses?
Most frustrating through all this is dealing with the daily back and neck pain I have. The whole purpose of getting a new wheelchair was to have a chair that provided better back and head support. Nine months later, I'm still in the same crappy chair.
Could I have gone with another vendor at any time? Of course. But every time I called Medstar or St. Charles, I was told the paperwork was almost done and delivery was imminent. Changing vendors would waste time as far as I knew. They all did a spectacular job of stringing me along.
Medstar Surgical continues to fail to take responsibility for it's fraudulent actions in supplying my wheelchair. I suspect there will be more to the story too, once I see my full medical record and what was submitted to Medicare.
St. Charles Hospital I believe fails to see it's culpability in the substandard care I have received through the wheelchair clinic. Allowing the antics of Medstar to occur under their watch is foolhardy at best.
First, if I change vendors, I'll need a new evaluation from the wheelchair clinic. No vendor will accept a nine month old evaluation. I had to wait three months to get an appointment at the wheelchair clinic last year. That would put me in June, an entire year after I started this whole fiasco. And then the paperwork starts all over again!
Second, Medicare won't accept an evaluation more than three months old. So how the hell did Medstar Surgical get my nine month old information approved? Were these the dates Medstar and St. Charles' wheelchair clinic have been talking about recently with me on the phone? Have my medical records been changed to cover their asses?
Most frustrating through all this is dealing with the daily back and neck pain I have. The whole purpose of getting a new wheelchair was to have a chair that provided better back and head support. Nine months later, I'm still in the same crappy chair.
Could I have gone with another vendor at any time? Of course. But every time I called Medstar or St. Charles, I was told the paperwork was almost done and delivery was imminent. Changing vendors would waste time as far as I knew. They all did a spectacular job of stringing me along.
Medstar Surgical continues to fail to take responsibility for it's fraudulent actions in supplying my wheelchair. I suspect there will be more to the story too, once I see my full medical record and what was submitted to Medicare.
St. Charles Hospital I believe fails to see it's culpability in the substandard care I have received through the wheelchair clinic. Allowing the antics of Medstar to occur under their watch is foolhardy at best.
What is Medstar Surgical Hiding?
After my letters of February 25, I got a positive response from St. Charles Hospital. I spoke with Laura Beck, director of Patient Care Services (631-476-5606). She was very apologetic about what transpired and promised to help me get what I needed from Medstar. Amazingly however, I haven’t heard from her since.
Medstar, naturally, was absolutely no help. Gerry Dickerson is refusing to release any information regarding my file, claiming it contains proprietary information. How correspondence regarding my medical file could hurt Medstar is beyond me. What are they hiding?
The weekly updates promised by Zeb Pirzada, president of Medstar Surgical, never materialized either.
Medstar, naturally, was absolutely no help. Gerry Dickerson is refusing to release any information regarding my file, claiming it contains proprietary information. How correspondence regarding my medical file could hurt Medstar is beyond me. What are they hiding?
The weekly updates promised by Zeb Pirzada, president of Medstar Surgical, never materialized either.
Monday, February 28, 2011
Letter to Medstar Surgical Looking for Someone to Step Up
February 25, 2011
Marc E. Charest
256 Sebonac Road
Southampton, NY 11968
631-259-3828
Mr. Zeb Pirzada, President
Medstar Surgical and Breathing
15-40 128th Street
College Point, NY 11356
Re: New wheelchair, loaner chair and repairs to my existing wheelchair.
Dear Mr. Pirzada,
I have attempted to resolve the problems I have with your company through phone calls, emails and even a website. Each time I believe we are making progress, someone goes back on their word.
During our phone conversations of February 11, you stated you would attempt to find me a loaner power chair. You agreed the repairs to my current wheelchair would not be needed had my new chair been provided in a timely manner.
Imagine my surprise when I received emails from Ruth Tiska and Gerry Dickerson stating there would be no loaner chair and Medstar could not assume responsibility for repairs to my wheelchair.
Since nobody at your company is willing to step up and resolve this problem, I am contacting Pride Mobility Products in an attempt to contact their representative, Rudy, something I mistakenly believed your company would do. I’d like to see if Rudy is willing to keep his word.
Please forward to me copies of any and all records and correspondence your company has in my file. I also need the full names of your salesperson Gail and her assistant Janine.
I have spent most of the month of February attempting to come to an amicable solution. It is apparent from the callous actions of you and your employees and the deceptive practices of your company I was wasting my time.
Sincerely,
Marc E. Charest
Cc:
Pride Mobility Products Corp.
St. Charles Hospital
-Mr. James O’Connor, Chief Medical Officer
-Dr. Craig Smested, Chief Medical Officer
-Dr. Jennifer Semel, Director Physical Medicine
-Mr. Dante Latorre, Vice President Care & Quality Management Services
The Joint Commission
-Incident #21408SCA-71532CMS
Congressman Timothy Bishop
News 12 Long Island
Marc E. Charest
256 Sebonac Road
Southampton, NY 11968
631-259-3828
Mr. Zeb Pirzada, President
Medstar Surgical and Breathing
15-40 128th Street
College Point, NY 11356
Re: New wheelchair, loaner chair and repairs to my existing wheelchair.
Dear Mr. Pirzada,
I have attempted to resolve the problems I have with your company through phone calls, emails and even a website. Each time I believe we are making progress, someone goes back on their word.
During our phone conversations of February 11, you stated you would attempt to find me a loaner power chair. You agreed the repairs to my current wheelchair would not be needed had my new chair been provided in a timely manner.
Imagine my surprise when I received emails from Ruth Tiska and Gerry Dickerson stating there would be no loaner chair and Medstar could not assume responsibility for repairs to my wheelchair.
Since nobody at your company is willing to step up and resolve this problem, I am contacting Pride Mobility Products in an attempt to contact their representative, Rudy, something I mistakenly believed your company would do. I’d like to see if Rudy is willing to keep his word.
Please forward to me copies of any and all records and correspondence your company has in my file. I also need the full names of your salesperson Gail and her assistant Janine.
I have spent most of the month of February attempting to come to an amicable solution. It is apparent from the callous actions of you and your employees and the deceptive practices of your company I was wasting my time.
Sincerely,
Marc E. Charest
Cc:
Pride Mobility Products Corp.
St. Charles Hospital
-Mr. James O’Connor, Chief Medical Officer
-Dr. Craig Smested, Chief Medical Officer
-Dr. Jennifer Semel, Director Physical Medicine
-Mr. Dante Latorre, Vice President Care & Quality Management Services
The Joint Commission
-Incident #21408SCA-71532CMS
Congressman Timothy Bishop
News 12 Long Island
Letter to St. Charles Hospital re: Medstar Surgical's Misrepresentations
February 25, 2011
Marc E. Charest
256 Sebonac Road
Southampton, NY 11968
631-259-3828
Mr. James O’Connor, Chief Medical Officer
Dr. Craig Smested, Chief Medical Officer
Dr. Jennifer Semel, Director Physical Medicine
Mr. Dante Latorre, Vice President Care & Quality Management Services
St. Charles Hospital
200 Belle Terre Road
Port Jefferson, NY 11777
Re: Wheelchair clinic and Medstar Surgical.
Dear Sirs & Madams,
On or about August 11, 2010, I was at St. Charles’ wheelchair clinic being fitted for a new power wheelchair. Present was your physical therapist Lauren, a representative of Pride Mobility Products, Rudy, and a salesperson from Medstar Surgical and Breathing, Gail. At the time I was under the impression Gail worked at the wheelchair clinic. Unfortunately, I do not know any of their last names.
While at the clinic, Gail and Rudy stated to me a loaner power chair would be available should I need it.
In the intervening six months, Gail, her assistant Janine and others from Medstar Surgical have misled me regarding the status of the application to Medicare for my new wheelchair. I was told at various times since August that application had been made, they were waiting for paperwork from the wheelchair clinic, or other excuses. I was told at various times the chair would be ready in October, November and then January. As each deadline passed I was the one that had to initiate contact with Medstar for a status update. And, suspiciously, each time I called there arose a new paperwork problem just prior to my phone call.
I left a message asking for an update from Medstar on February 1, 2011. I expected imminent delivery of my wheelchair. On February 8, 2011, six months after my visit to the wheelchair clinic, I contacted Medstar for a status update and found they had still not made application to Medicare. Again, they requested more information from the wheelchair clinic. After I read Medstar the riot act, made numerous other phone calls and even started a blog to pressure Medstar, (www.medstar-lies.blogspot.com) Medstar has supposedly made application to Medicare on or about February 16, 2011. However I do not have any proof they have made application.
I am quite aware that it is difficult to get complex medical equipment approved by Medicare. But Medstar’s delays have put me in an untenable situation. I have a wheelchair that needs new tires, new batteries, a new armrest and repairs to at least one motor. It’s failure is imminent. Medicare and Medicaid will not pay for these repairs, estimated at $1,200, and I cannot afford to pay for them.
By Medstar’s own admission, they have made numerous mistakes. In conversations with Zeb Pirzada, president of Medstar on February 11, he agreed to look for a power loaner chair for me while I wait for a new chair. He also agreed the repairs my current chair needs would not have been necessary had my new chair been provided in a timely manner. This week, I received an email from Gerry Dickerson, Medstar’s director of rehab stating no loaner chair was forthcoming nor would they accept responsibility for repairs. Mr. Pirzada is now unavailable for a response.
Given the callous nature of Medstar’s personnel and their deceptive business practices, I have several questions for your organization:
1- Can St. Charles please act on my behalf to encourage Medstar to provide the promised loaner wheelchair or repair my current chair and ensure their performance in providing me a new wheelchair?
2- What actions will St. Charles take to prevent Medstar from taking advantage of other patients?
3- Is St. Charles prepared to take responsibility for the substandard care I have received through the wheelchair clinic?
I rely on my wheelchair for independence and safety. I am alone a large portion of the day and the inadequate chair I am in now jeopardizes my well being.
Please provide me with copies of any and all documents and correspondence in my file. I look forward to your response to the above.
Sincerely,
Marc E.. Charest
Cc:
Zeb Pirzada, President, Medstar Surgical
Pride Mobility Products Corp.
The Joint Commission
-Incident #21408SCA-71532CMS
Congressman Timothy Bishop
News 12 Long Island
Marc E. Charest
256 Sebonac Road
Southampton, NY 11968
631-259-3828
Mr. James O’Connor, Chief Medical Officer
Dr. Craig Smested, Chief Medical Officer
Dr. Jennifer Semel, Director Physical Medicine
Mr. Dante Latorre, Vice President Care & Quality Management Services
St. Charles Hospital
200 Belle Terre Road
Port Jefferson, NY 11777
Re: Wheelchair clinic and Medstar Surgical.
Dear Sirs & Madams,
On or about August 11, 2010, I was at St. Charles’ wheelchair clinic being fitted for a new power wheelchair. Present was your physical therapist Lauren, a representative of Pride Mobility Products, Rudy, and a salesperson from Medstar Surgical and Breathing, Gail. At the time I was under the impression Gail worked at the wheelchair clinic. Unfortunately, I do not know any of their last names.
While at the clinic, Gail and Rudy stated to me a loaner power chair would be available should I need it.
In the intervening six months, Gail, her assistant Janine and others from Medstar Surgical have misled me regarding the status of the application to Medicare for my new wheelchair. I was told at various times since August that application had been made, they were waiting for paperwork from the wheelchair clinic, or other excuses. I was told at various times the chair would be ready in October, November and then January. As each deadline passed I was the one that had to initiate contact with Medstar for a status update. And, suspiciously, each time I called there arose a new paperwork problem just prior to my phone call.
I left a message asking for an update from Medstar on February 1, 2011. I expected imminent delivery of my wheelchair. On February 8, 2011, six months after my visit to the wheelchair clinic, I contacted Medstar for a status update and found they had still not made application to Medicare. Again, they requested more information from the wheelchair clinic. After I read Medstar the riot act, made numerous other phone calls and even started a blog to pressure Medstar, (www.medstar-lies.blogspot.com) Medstar has supposedly made application to Medicare on or about February 16, 2011. However I do not have any proof they have made application.
I am quite aware that it is difficult to get complex medical equipment approved by Medicare. But Medstar’s delays have put me in an untenable situation. I have a wheelchair that needs new tires, new batteries, a new armrest and repairs to at least one motor. It’s failure is imminent. Medicare and Medicaid will not pay for these repairs, estimated at $1,200, and I cannot afford to pay for them.
By Medstar’s own admission, they have made numerous mistakes. In conversations with Zeb Pirzada, president of Medstar on February 11, he agreed to look for a power loaner chair for me while I wait for a new chair. He also agreed the repairs my current chair needs would not have been necessary had my new chair been provided in a timely manner. This week, I received an email from Gerry Dickerson, Medstar’s director of rehab stating no loaner chair was forthcoming nor would they accept responsibility for repairs. Mr. Pirzada is now unavailable for a response.
Given the callous nature of Medstar’s personnel and their deceptive business practices, I have several questions for your organization:
1- Can St. Charles please act on my behalf to encourage Medstar to provide the promised loaner wheelchair or repair my current chair and ensure their performance in providing me a new wheelchair?
2- What actions will St. Charles take to prevent Medstar from taking advantage of other patients?
3- Is St. Charles prepared to take responsibility for the substandard care I have received through the wheelchair clinic?
I rely on my wheelchair for independence and safety. I am alone a large portion of the day and the inadequate chair I am in now jeopardizes my well being.
Please provide me with copies of any and all documents and correspondence in my file. I look forward to your response to the above.
Sincerely,
Marc E.. Charest
Cc:
Zeb Pirzada, President, Medstar Surgical
Pride Mobility Products Corp.
The Joint Commission
-Incident #21408SCA-71532CMS
Congressman Timothy Bishop
News 12 Long Island
Letter to Pride Manufacturing re: Medstar Surgical's Misrepresentations
February 25, 2011
Marc E. Charest
256 Sebonac Road
Southampton, NY 11968
631-259-3828
Pride Mobility Products Corp.
182 Susquehanna Avenue
Exeter, PA 18643
Re: Medstar Surgical & Quantum Rehab Chair.
Dear Sirs,
On or about August 11, 2010, while being fitted for a new wheelchair, I met a representative from your company by the name of Rudy at St. Charles Hospital wheelchair clinic in Port Jefferson, NY. Also there was a salesperson from Medstar Surgical, Gail. I did not get their last names.
In the intervening six months, Medstar, by their own admission, misled me about the status of the application to Medicare for my new wheelchair. Application was supposedly made on or about February 16, 2011. For more details, please see my blog about their continued errors at www.medstar-lies.blogspot.com. While I understand getting complex medical equipment is time consuming, Medstar has added an unnecessary six months in delays.
At our August meeting, Rudy stated that I could get a loaner power chair if I needed one, and at this point, I am in desperate need. Rudy also stated he would be able to work with me on the price of power options that Medicare will not cover.
If you could put me in touch with Rudy or provide him with my phone number I would greatly appreciate it.
Sincerely,
Marc E. Charest
Cc:
Zeb Pirzada, President, Medstar Surgical
St. Charles Hospital
-Mr. James O’Connor, Chief Medical Officer
-Dr. Craig Smested, Chief Medical Officer
-Dr. Jennifer Semel, Director Physical Medicine
-Mr. Dante Latorre, Vice President Care & Quality Management Services
The Joint Commission
-Incident #21408SCA-71532CMS
Congressman Timothy Bishop
News 12 Long Island
Sunday, February 27, 2011
More Complaints Against Medstar Surgical
Filed complaints against Medstar Surgical & Breathing Corp. with NY State Health Department, NY Governor's Office and the Better Business Bureau. Busy weekend, to say the least.
No Thanks to Medstar Surgical, I'm Gettin' a Loaner
Friday, My wife and I spent a couple hours on the phone arranging service for my old wheelchair (see previous post). We connected with a very helpful man at Muscular Dystrophy Association. Until my old chair gets fixed, I'll be using a loaner provided by MDA. It should come in a day or two.
Why does this great charitable organization have to provide the loaner chair Medstar Surgical promised? Does Medstar Surgical and Breathing Corp., a company with $30 to $50 million in annual sales, need a bail out? Profit before patients?
Why does this great charitable organization have to provide the loaner chair Medstar Surgical promised? Does Medstar Surgical and Breathing Corp., a company with $30 to $50 million in annual sales, need a bail out? Profit before patients?
Friday, February 25, 2011
Medstar Surgical's Delays Cost Me $564
After struggling most of the month of February trying to get Medstar Surgical to step up and fix their mistakes, it finally happened - my chair failed.
Trying to get up the ramp to my front door, I nearly slid off the side of the ramp. The ramp was just a little damp (it wasn't even raining) and my bald tires just spun. I needed to get shoved up the ramp by my wife to get to the top.
Next week my new wheelchair will be five months late. By Medstar Surgicals's own admission, they made mistakes and their employees deceived me, but they won't fix my chair while I wait for my new one.
I got on the phone today with a service company and got an estimate for repairs. A shocking $564 to replace the tires! I was guessing $200, but I wasn't even close. I owe the oil company over a $1,000, but it looks like we'll turn the heat down further and I'll put on a THIRD pair of socks. Thanks Medstar Surgical!
I still need to replace the batteries ($600), replace an armrest ($90) and service the motors ($???). Maybe they will last until the new chair gets here. I don't know. Medstar Surgical won't tell me when the new chair will get here, but it will probably be another TWO MONTHS! Thanks Medstar Surgical!
Medicare won't cover it because I'm waiting for a new chair. If I ask the Muscular Dystrophy Association, I won't be able to get help paying for the new chair. Thanks Medstar Surgical!
If anyone at Medstar Surgical doesn't believe me about the costs, just give me a call and I'll connect you with the service company.
Trying to get up the ramp to my front door, I nearly slid off the side of the ramp. The ramp was just a little damp (it wasn't even raining) and my bald tires just spun. I needed to get shoved up the ramp by my wife to get to the top.
Next week my new wheelchair will be five months late. By Medstar Surgicals's own admission, they made mistakes and their employees deceived me, but they won't fix my chair while I wait for my new one.
I got on the phone today with a service company and got an estimate for repairs. A shocking $564 to replace the tires! I was guessing $200, but I wasn't even close. I owe the oil company over a $1,000, but it looks like we'll turn the heat down further and I'll put on a THIRD pair of socks. Thanks Medstar Surgical!
I still need to replace the batteries ($600), replace an armrest ($90) and service the motors ($???). Maybe they will last until the new chair gets here. I don't know. Medstar Surgical won't tell me when the new chair will get here, but it will probably be another TWO MONTHS! Thanks Medstar Surgical!
Medicare won't cover it because I'm waiting for a new chair. If I ask the Muscular Dystrophy Association, I won't be able to get help paying for the new chair. Thanks Medstar Surgical!
If anyone at Medstar Surgical doesn't believe me about the costs, just give me a call and I'll connect you with the service company.
Tuesday, February 22, 2011
It's Good to Have Friends
I've sent out many emails about my struggles with Medstar. I've gotten many more replies via email and phone with support and advice from friends and family. I was most touched by an email from someone i don't even know, through my friends at Ride for Life. For privacy purposes, I have omitted his last name.
Hi Marc,
I have a nearly new Quantum 600 with a head array sitting in my living room not being used. My wife, Kathy, passed away last November. I was going to donate it to the CT ALS Association as soon as the snows recede and I can get it out of the house easily. If you can use it I will figure a way to get it to you but I have no idea where you are.
Sincerely,
Larry F.
I thanked Larry for the offer, but I feel it is Medstar's responsibility to fix the problem they created. I would hate to see the Connecticut ALS Association miss out on a valuable donation just to bail out Medstar due to Medstar's own mistakes. Larry's promised to hold on to the chair for me for a while anyway.
Hi Marc,
I have a nearly new Quantum 600 with a head array sitting in my living room not being used. My wife, Kathy, passed away last November. I was going to donate it to the CT ALS Association as soon as the snows recede and I can get it out of the house easily. If you can use it I will figure a way to get it to you but I have no idea where you are.
Sincerely,
Larry F.
I thanked Larry for the offer, but I feel it is Medstar's responsibility to fix the problem they created. I would hate to see the Connecticut ALS Association miss out on a valuable donation just to bail out Medstar due to Medstar's own mistakes. Larry's promised to hold on to the chair for me for a while anyway.
Medstar's Three Card Monte
Medstar Surgical has developed it's own twist on a classic con game, three card Monte. The whole point of the game is, the house always wins.
Card 1: Zeb Pirzada, Medstar's president, agreed in our phone conversation of February 11 to do his best to find me a power loaner chair. He agreed the repairs my wheelchair needs would have been unnecessary had my new chair been provided in a timely manner.
Card 2: Ruth's admission a few days later that Mr. Pirzada was on vacation and no loaner chair was available.
Card 3: Medstar's director of rehab, Gerry Dickerson, email of February 21, stating they would not be providing me a loaner chair and they could not assume responsibility for the cost of repairs to my wheelchair.
Okay, do they talk to one another at Medstar? How come I get differing stories from everyone I speak with? Gerry, are you aware of what Mr. Pirzada said to me? Can anyone get a straight answer out of Medstar? NO! That's what three card Monte's all about - slight of hand and the house always wins!
Card 1: Zeb Pirzada, Medstar's president, agreed in our phone conversation of February 11 to do his best to find me a power loaner chair. He agreed the repairs my wheelchair needs would have been unnecessary had my new chair been provided in a timely manner.
Card 2: Ruth's admission a few days later that Mr. Pirzada was on vacation and no loaner chair was available.
Card 3: Medstar's director of rehab, Gerry Dickerson, email of February 21, stating they would not be providing me a loaner chair and they could not assume responsibility for the cost of repairs to my wheelchair.
Okay, do they talk to one another at Medstar? How come I get differing stories from everyone I speak with? Gerry, are you aware of what Mr. Pirzada said to me? Can anyone get a straight answer out of Medstar? NO! That's what three card Monte's all about - slight of hand and the house always wins!
Monday, February 21, 2011
Continued Inaction
After a hopeful phone call from Zeb Pirzada, president of Medstar, the last 10 days has brought a lot of nothing. On February 11, 2011, Mr. Pirzada promised weekly updates and that he would be searching for a loaner power chair for me. He couldn't find one for me that day and promised to continue looking for one Monday, Feb. 14.
Given the good will from the previous week, I decided not to press the issue too hard. By Thursday February 17 I still had not heard from Mr. Pirzada and sent an email. I received a reply from his assistant, Ruth, stating he was on vacation all week and had not found a loaner. I was told application had finally been made to Medicare, about 6 months late.
I've again asked Medstar to either provide a loaner power chair or repair the chair I have. Mr. Pirzada agreed in our phone conversation that these repairs would not have been necessary had my new chair been provided in a timely manner. They have not yet replied.
Needless to say, Medstar has managed to revitalize my anger. In turn, I amended my complaint to the Joint Commission and faxed a release to Congressman Timothy Bishop's office allowing them to advocate on my behalf. (The Joint Commission accredits health care providers).
Given the good will from the previous week, I decided not to press the issue too hard. By Thursday February 17 I still had not heard from Mr. Pirzada and sent an email. I received a reply from his assistant, Ruth, stating he was on vacation all week and had not found a loaner. I was told application had finally been made to Medicare, about 6 months late.
I've again asked Medstar to either provide a loaner power chair or repair the chair I have. Mr. Pirzada agreed in our phone conversation that these repairs would not have been necessary had my new chair been provided in a timely manner. They have not yet replied.
Needless to say, Medstar has managed to revitalize my anger. In turn, I amended my complaint to the Joint Commission and faxed a release to Congressman Timothy Bishop's office allowing them to advocate on my behalf. (The Joint Commission accredits health care providers).
Thursday, February 10, 2011
Medstar's Policy of Deceit
Today I received an email from Gerry Dickerson, Medstar's director of rehab. Regarding a loaner chair Gerry wrote:
"As far as the loaner issue, Medstar would be able to loan you a manual wheelchair.
It has been a policy at Medstar not to loan power mobility equipment for many years.
We cannot, at this point in time, change that policy. We simply do not have power loaners available."
Well Gerry, perhaps you need to tell your salesperson Gail about this policy. Gail must be unaware of it. If Gail is aware of it, does that point to a company policy of deceiving it's customers?
The policy of deceit was quite evident when Gail told me my chair would be ready in October, but it wasn't. The policy of deceit was evident when Janine told me my paperwork was done in October, November and February, but it still isn't. And Janine told me my chair would be ready in January, but it wasn't.
Maybe this is why Medstar has pulled Gail and Janine from my case and assigned Ruth Tiska? (1-800-223-4486 extension 116) A tacit admission of wrongdoing perhaps?
To her credit, Ruth is making no promises she can't keep. Along with Gail, she is hiding behind the no loaner policy for power chairs, despite the foregoing. I asked Ruth to make calls to Pride's (the wheelchair company) manufacturer rep but this is apparently asking too much. I know now his name is Rudy and he's probably in every rolodex at Medstar, but I'm the one who has to track him down.
As far as a manual wheelchair, I have one good arm. Should I run in circles all day? Perhaps this is Medstar's sense of humor.
I found out today that Medstar will be making a home visit soon. Okay, great. However, I found out through an email from my sister. I have no problem with my family knowing my business, but I am questioning if Medstar is being a little too loose with my medical information. According to The Health Insurance Portability and Accountability Act of 1996 (HIPAA) Privacy and Security Rules, everyone has certain rights to privacy in terms of their medical records. Medstar has this policy on their website, but someone there needs to review it. www.medstarsurgical.com/hipaa.htm
Gerry, your employees are adhering to a policy of deceit, flaunting your HIPAA policy and you insist you can't bend the policy of loaning power chairs? That's comical. The title of yesterday's post looks premature now.
I wonder if Zeb Pirzada, Medstar's president has any comment on the above? You can reach him at 1-800-223-4486 extension 131.
The Joint Commission's Office of Quality Monitoring confirmed my complaint today and will be investigating.
"As far as the loaner issue, Medstar would be able to loan you a manual wheelchair.
It has been a policy at Medstar not to loan power mobility equipment for many years.
We cannot, at this point in time, change that policy. We simply do not have power loaners available."
Well Gerry, perhaps you need to tell your salesperson Gail about this policy. Gail must be unaware of it. If Gail is aware of it, does that point to a company policy of deceiving it's customers?
The policy of deceit was quite evident when Gail told me my chair would be ready in October, but it wasn't. The policy of deceit was evident when Janine told me my paperwork was done in October, November and February, but it still isn't. And Janine told me my chair would be ready in January, but it wasn't.
Maybe this is why Medstar has pulled Gail and Janine from my case and assigned Ruth Tiska? (1-800-223-4486 extension 116) A tacit admission of wrongdoing perhaps?
To her credit, Ruth is making no promises she can't keep. Along with Gail, she is hiding behind the no loaner policy for power chairs, despite the foregoing. I asked Ruth to make calls to Pride's (the wheelchair company) manufacturer rep but this is apparently asking too much. I know now his name is Rudy and he's probably in every rolodex at Medstar, but I'm the one who has to track him down.
As far as a manual wheelchair, I have one good arm. Should I run in circles all day? Perhaps this is Medstar's sense of humor.
I found out today that Medstar will be making a home visit soon. Okay, great. However, I found out through an email from my sister. I have no problem with my family knowing my business, but I am questioning if Medstar is being a little too loose with my medical information. According to The Health Insurance Portability and Accountability Act of 1996 (HIPAA) Privacy and Security Rules, everyone has certain rights to privacy in terms of their medical records. Medstar has this policy on their website, but someone there needs to review it. www.medstarsurgical.com/hipaa.htm
Gerry, your employees are adhering to a policy of deceit, flaunting your HIPAA policy and you insist you can't bend the policy of loaning power chairs? That's comical. The title of yesterday's post looks premature now.
I wonder if Zeb Pirzada, Medstar's president has any comment on the above? You can reach him at 1-800-223-4486 extension 131.
The Joint Commission's Office of Quality Monitoring confirmed my complaint today and will be investigating.
Wednesday, February 9, 2011
A Very Small Bit of Progress
It was very quiet this morning - for about an hour.
Dawn, my social worker, came by and she promptly got Janine at Medstar on the phone. This blog and all the emails from family and friends (thank you very much) got Medstar's attention. Remarkably, Gail got on the phone and spoke with Dawn. Now, I haven't heard from Gail since our initial meeting on June 17, 2010 despite all the problems we've had. Gail did a glorious dance around the facts of our June meeting.
While Dawn was still on the phone with Gail, I received a call from Ruth at Medstar. Apparently, Ruth will be handling my application from here on out. Ruth again explained all the intricacies of the application process, although I still cannot believe a company the size of Medstar (75+ employees, $30 to $50 million in sales) needs eight months to fill out forms.
The issue of a loaner chair was still not resolved. Apparently Medstar feels that it is now the responsibility of a charity to make up for their failure to perform. That was their suggestion for a temporary replacement until my new chair arrives. Ruth grudgingly agreed to ask the manufacturer's rep. $30 million plus in sales and you can't make it happen after eight months of BS? Sounds more like they can't be bothered.
Still no call from the director of rehab. More tomorrow.
Dawn, my social worker, came by and she promptly got Janine at Medstar on the phone. This blog and all the emails from family and friends (thank you very much) got Medstar's attention. Remarkably, Gail got on the phone and spoke with Dawn. Now, I haven't heard from Gail since our initial meeting on June 17, 2010 despite all the problems we've had. Gail did a glorious dance around the facts of our June meeting.
While Dawn was still on the phone with Gail, I received a call from Ruth at Medstar. Apparently, Ruth will be handling my application from here on out. Ruth again explained all the intricacies of the application process, although I still cannot believe a company the size of Medstar (75+ employees, $30 to $50 million in sales) needs eight months to fill out forms.
The issue of a loaner chair was still not resolved. Apparently Medstar feels that it is now the responsibility of a charity to make up for their failure to perform. That was their suggestion for a temporary replacement until my new chair arrives. Ruth grudgingly agreed to ask the manufacturer's rep. $30 million plus in sales and you can't make it happen after eight months of BS? Sounds more like they can't be bothered.
Still no call from the director of rehab. More tomorrow.
Tuesday, February 8, 2011
EIGHT MONTHS OF LIES
I lost my cool this morning. After calming down for a few hours, I think I got it back. The following is what led up to today:
My name is Marc Charest. I am 49 years old and was diagnosed with muscular dystrophy in 1996. On June 17, 2010, I went to the wheelchair clinic at St. Charles Hospital in Port Jefferson, NY to be fitted for a new wheelchair. Present were Lauren, a PT at the clinic, a manufacturer's rep (whose name I don't recall) and Gail from Medstar Surgical. Her number is 1-800-223-4486 extension 193.
I told Gail from Medstar the urgency with which I needed this new wheelchair. My current chair was (and still is) in poor shape and in need of repairs. Gail and the manufacturer's rep assured me of two things: I would have my new chair by October 2010, and if I needed one, a loaner chair would be available. Great! I was a happy customer.
THE LIES BEGIN
Being a trusting, patient man I took them at their word. By late October I had not heard from them and began calling. It took until mid-November to get a call back, from Janine at Medstar. Remarkably, a paperwork problem had been found, but not until after I had begun calling in October. I was told then the paperwork was complete and it was going to Medicare for approval. It took an incredible FIVE MONTHS to review this paperwork? Medicare was going to take two weeks to approve it, then about six more weeks to actually build the chair.
Having just put several hundred dollars in repairs into my chair and needing more, an additional eight weeks of delays was untenable. I requested a loaner, as promised, but none was forthcoming. Why? "Oh, we don't give loaners." Why did Gail offer one? "No she didn't." BULLSHIT! Not once since October has Gail had the guts to call me, just Janine.
MORE LIES
After the November phone call, the time frame was apparently mid-January before my chair would arrive. Okay, I can live with it I guess. The holidays are coming, the kids will be home from college, there's plenty to keep me busy. Instead of getting annoyed, I let my social worker, Dawn, handle the phone calls. Since I would be responsible for about 20% of the $25,000+ wheelchair, Dawn needed an estimate from Medstar so we could start looking for funding. She called Medstar (800-223-4486 ex 193) from my house and at least two other times, beginning December 28, 2010. No calls were returned.
February first rolls around and I couldn't wait any longer, so I called and left a message with Janine at Medstar. No phone call was returned, but by now I'm not surprised. I called again today, February 8, 2011 and got Janine on the phone. Janine had actually talked with Dawn, my social worker. When I asked what was going on I was told THE PAPERWORK WAS STILL NOT COMPLETE! I hit the damn roof!
INEPT, CALLOUS OR FRAUDULENT?
Now keep in mind, the paperwork has not even left Medstar Surgical's offices yet. Ineptitude must be running rampant at Medstar. Janine told me (again) today that getting the paperwork right is important since Medicare will reject it and we won't be able to reapply for six months. So it's better to waste EIGHT MONTHS getting it right? Has Medstar even done this before?
After reading the riot act to Janine, I asked that I get a call from someone in a supervisory position, preferably the director of rehab at Medstar Surgical. I assured her I would not back down from my demand of action. The call never came.
Lauren from the wheelchair clinic did call today and offered to help. She recommended I contact another vendor but we agreed that, at this point, the fastest way for me to get my chair is to stick it out with Medstar. A bitter pill to say the least.
Gail made promises she obviously has no intentions of keeping. She doesn't have the guts to call me either. Does reneging on the promise of a loaner chair rise to the level of fraud? Is inaction a form of fraud? I'm not sure. Will Medstar make good on any of it's promises? Don't hold your breath.
HAVE YOU BEEN WRONGED BY MEDSTAR?
I want to hear from others who have had difficulties with Medstar. Please post comments.
CONTACT MEDSTAR
Please contact Medstar and let them know what you think. Their number is 1-800-223-4486. Janine's extension is 193. You can email them at info@medstarsurgical.com. Please mention my name or link to this blog. Watch for frequent updates. Thanks for your help!
My name is Marc Charest. I am 49 years old and was diagnosed with muscular dystrophy in 1996. On June 17, 2010, I went to the wheelchair clinic at St. Charles Hospital in Port Jefferson, NY to be fitted for a new wheelchair. Present were Lauren, a PT at the clinic, a manufacturer's rep (whose name I don't recall) and Gail from Medstar Surgical. Her number is 1-800-223-4486 extension 193.
I told Gail from Medstar the urgency with which I needed this new wheelchair. My current chair was (and still is) in poor shape and in need of repairs. Gail and the manufacturer's rep assured me of two things: I would have my new chair by October 2010, and if I needed one, a loaner chair would be available. Great! I was a happy customer.
THE LIES BEGIN
Being a trusting, patient man I took them at their word. By late October I had not heard from them and began calling. It took until mid-November to get a call back, from Janine at Medstar. Remarkably, a paperwork problem had been found, but not until after I had begun calling in October. I was told then the paperwork was complete and it was going to Medicare for approval. It took an incredible FIVE MONTHS to review this paperwork? Medicare was going to take two weeks to approve it, then about six more weeks to actually build the chair.
Having just put several hundred dollars in repairs into my chair and needing more, an additional eight weeks of delays was untenable. I requested a loaner, as promised, but none was forthcoming. Why? "Oh, we don't give loaners." Why did Gail offer one? "No she didn't." BULLSHIT! Not once since October has Gail had the guts to call me, just Janine.
MORE LIES
After the November phone call, the time frame was apparently mid-January before my chair would arrive. Okay, I can live with it I guess. The holidays are coming, the kids will be home from college, there's plenty to keep me busy. Instead of getting annoyed, I let my social worker, Dawn, handle the phone calls. Since I would be responsible for about 20% of the $25,000+ wheelchair, Dawn needed an estimate from Medstar so we could start looking for funding. She called Medstar (800-223-4486 ex 193) from my house and at least two other times, beginning December 28, 2010. No calls were returned.
February first rolls around and I couldn't wait any longer, so I called and left a message with Janine at Medstar. No phone call was returned, but by now I'm not surprised. I called again today, February 8, 2011 and got Janine on the phone. Janine had actually talked with Dawn, my social worker. When I asked what was going on I was told THE PAPERWORK WAS STILL NOT COMPLETE! I hit the damn roof!
INEPT, CALLOUS OR FRAUDULENT?
Now keep in mind, the paperwork has not even left Medstar Surgical's offices yet. Ineptitude must be running rampant at Medstar. Janine told me (again) today that getting the paperwork right is important since Medicare will reject it and we won't be able to reapply for six months. So it's better to waste EIGHT MONTHS getting it right? Has Medstar even done this before?
After reading the riot act to Janine, I asked that I get a call from someone in a supervisory position, preferably the director of rehab at Medstar Surgical. I assured her I would not back down from my demand of action. The call never came.
Lauren from the wheelchair clinic did call today and offered to help. She recommended I contact another vendor but we agreed that, at this point, the fastest way for me to get my chair is to stick it out with Medstar. A bitter pill to say the least.
Gail made promises she obviously has no intentions of keeping. She doesn't have the guts to call me either. Does reneging on the promise of a loaner chair rise to the level of fraud? Is inaction a form of fraud? I'm not sure. Will Medstar make good on any of it's promises? Don't hold your breath.
HAVE YOU BEEN WRONGED BY MEDSTAR?
I want to hear from others who have had difficulties with Medstar. Please post comments.
CONTACT MEDSTAR
Please contact Medstar and let them know what you think. Their number is 1-800-223-4486. Janine's extension is 193. You can email them at info@medstarsurgical.com. Please mention my name or link to this blog. Watch for frequent updates. Thanks for your help!
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