The Honolulu Star-Advertiser Kokua Line column

Aug. 26--Question: In January, I paid via my mom's account for her ambulance service only to find out that insurance would pay for it. I called the state Emergency Medical Services to ask for my refund of $946. They said because the money was put into the general fund it would take about 120 days to get a refund. It's been over six months. I've called the number for EMS billing six times and they said there was no way to trace this claim because it's like a grain of sand in the ocean. That is absurd. Who can I call to find out when I'm going to get my money back?

Answer: The state Department of Health's EMS branch apologized for the delay and said last week you should get your refund in two to three weeks.

The extended delay was because of "a breakdown in communication and we are glad this was brought to our attention," said Health Department spokeswoman Janice Okubo.

As it stands, there is a backlog on refunds because of a recent switch to a new billing contractor, she said.

"At this time, refunds are taking roughly four to six months and sometimes longer to process," Okubo said. "We understand that an extended delay in receiving a refund may create a hardship, especially for senior patients on a tight budget."

Anyone who has waited more than six months for a refund is advised to contact EMS staff directly by calling 733-9218.

This is an opportunity to let people know that their insurance may pay for ambulance service.

"Unfortunately, many elderly patients and their family members do not realize" this, although it is indicated in the first sentence of their EMS bill, and pay the entire bill in full, Okubo said.

If payment is made before insurance reimbursement, the system will not generate a refund to the patient until the insurance has paid the bill in full, she said.

"An additional challenge currently facing the EMS payment system is the result of an HMSA policy of sending EMS reimbursement payments directly to their members and bypassing EMS," Okubo said. "HMSA members often do not realize the reimbursement for emergency services must be paid to the state EMS system for the medical services received."

Question: According to the Transportation Security Administration's policy regarding carrying medications when flying: "Medications are not required to be in prescription bottles and may be transported in daily dose containers; however, states have individual laws regarding the labeling of prescription medications." Does Hawaii law have anything to say on this subject?

Answer: No.

"Once the medication is dispensed, properly labeled, and in the hands of the consumer, any legal labeling requirements end," said Lynn Nakasone, chief of the state Department of Health's Health Resources Division. "Once in the possession of the consumer, the medication can be placed in any container they feel is appropriate."

This is one reason why "medication recovery" -- giving back unused medication -- is so problematic, she said.

"Once dispensed, a pharmacy or whomever is recovering the medication cannot be absolutely sure that the medication in the bottle matches the label outside the bottle," she said.

Nakasone previously explained to Kokua Line that there was no "mechanism" or place to recycle unused prescription drugs in the state -- bit.ly/1pnNtUW.

State law prohibits private individuals from donating unused prescription drugs for reuse because of safety and liability concerns.

Auwe

To those people who insist on banging on the rear door of TheBus as it is leaving the bus stop. The driver cannot hear you and you continue to run after the bus on the road between the bus and the curb! This is what I witness every day on a downtown route. The bus runs very frequently in this area. Waiting 15 to 20 minutes for the next bus may mean the difference between life and death. -

Concerned Bus Rider

Write to "Kokua Line" at Honolulu Star-Advertiser, 7 Waterfront Plaza, Suite 210, 500 Ala Moana Blvd., Honolulu 96813; call 529-4773; fax 529-4750; or email [email protected].

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