Reference no: EM133599217

Question: An 82-year-old female has just undergone a complete bowel resection and is being discharged with a colostomy. She is having difficulty getting her colostomy supplies covered under the Medicare guidelines while she was an inpatient. The patient has now filed a formal complaint with your healthcare institution because she feels she's getting charged unfairly. Things to consider: we have to assume the organization has resources available to the patient, so they are not trying to set up payment for the resources on their own. We also have to assume the organization has followed all "no surprise billing" requirements as well. And we have to also be aware our patients and their families may not comprehend all of the materials being presented to them during what can be a time of duress. With that all being said, how would you handle the complaint and how would you help educate the patient and their family, so they have the information they need to obtain supplies needed this time and the next time? How could this information be shared with the next patients proactively, so it does not escalate to the point of a filed complaint?