Details for Hospital Ad

A letter to our community You’ve been reading about the challenges at Glens Falls Hospital lately. Let me tell you how we are meeting them. The Billing System It’s Our Privilege to Care We replaced an existing computer system with the 2015 purchase of a state-of-the-art solution from a leading, national information technology firm. The new system combined both clinical information and patient billing. Through any implementation of new technology, there can be bumps along the way. The clinical side worked as expected; the billing system did not meet the upfront expectation. For Glens Falls Hospital, the far more significant, long-term challenge is the gap between what the Hospital is paid by Medicare and Medicaid and the actual cost of providing care. Our invoices were inaccurate. Some were never sent or were delayed. This was a big problem: Glens Falls Hospital issues 50,000 patient bills each month. Our patients and providers were upset. We dug into the problem immediately and engaged two leading, national accounting firms, KPMG and Grant Thornton LLP, to assist us. The IT firm also helped us correct the problem and continues to work with us. We also reached a settlement. As is customary in resolving business disputes, the terms are confidential. Most importantly, the Hospital and the IT firm resolved the dispute to each side’s mutual satisfaction. The Hospital continues to utilize the IT firm’s solutions, and we will continue to work together. These technology advancements will undoubtedly be a long-term benefit to all patients and the community by improving the safety, quality, and value of healthcare. The computer issues have been comprehensively addressed and resolved. We are now focused on fixing some different billing issues. I’m not entirely satisfied with our performance yet, but our team is making good progress. We’ve been criticized in the local media for not talking pro-actively about this issue—for concealing its impact on the Hospital. The fact is the computer issues did cause financial hardship for two years, but at no time was Glens Falls Hospital unable to meet its financial obligations. It was a serious, short-term issue and it’s fixed. Each year, we see approximately 600,000 patients at the Hospital and at all of our facilities around the region. It’s our privilege to care for each and every one. Every patient who comes through our doors receives the same high level of care, no matter how much the hospital is paid. But the government insurance programs systematically underpay many hospitals, physicians, and other providers. Glens Falls Hospital receives an average of 83 cents for every dollar of care provided. Non-profit community hospitals like Glens Falls Hospital don’t have the resources to make up the shortfall. The reimbursements must be improved. We’re talking with our federal and state elected officials and hospital associations about policy changes that will protect our Medicare and Medicaid beneficiaries and healthcare providers. The Bottom Line These are challenging times for healthcare providers nationwide—no less so for us. We are meeting our challenges head on. Glens Falls Hospital is not closing, and we are not going out of business. Our cash flow and balance sheet are strong, our debt is manageable, our expenses well controlled. And we have a team of 2,700 employees and a medical staff of 575+ physicians providing high-quality care 24 hours a day. If you or your family are still encountering billing problems, we’ve set up a special phone line answered by experienced hospital staff who will help answer your questions. Please call us at 518.926.1320 starting Monday, March 18th at 9am. We love taking care of the people of our community and are proud of the dedicated team who deliver that care with skill and compassion. Thank you for your continued support. Dianne Shugrue President and CEO Glens Falls Hospital

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