Baylor Scott & White Health

The Emergency room staff treated me [ 83-yr-old male] on Friday, Nov. 30th for kidney stones. I was evaluated with a CAT scan and comprehensive blood tests. When one medication did not ease my pain, I was given another intravenously, which did. This took a total of three hours. The staff were responsive and caring.

The next day, Saturday, Dec. 1st, I returned to the Emergency room with the same issue, however, my pain subsided after I took prescribed medication. The doctor reviewed my previous CAT scan and blood work and offered to treat me for pain again, but after waiting an hour, I declined and left to go home.

On the way home, my pain returned but much worse than ever before. I returned to the Emergency room I had just left fifteen minutes earlier and was readmitted. My most recent attending physician was nowhere to be found and all of the nurses were new. This was 2:00 PM. The doctor again pulled up my previous scan and bloodwork and reviewed my diagnoses and treatment. I am writhing and screaming in pain at this point. My daughter requested that the doctor order pain meds for me several times. The doctor argued with her, fighting it seemed to find some flaw in the previous diagnoses, something that had been missed.

Finally, after thirty minutes, the doctor ordered pain meds to be administered to me. I am about to pass out from the pain and crying out for help. No one came. My daughter waited ten minutes and asked at the nurses station for someone to help me. No one came. Ten minutes passed. She asked the nurse responsible for me to help me, the nurse said that she had other tasks to complete and would help me when she got to me. Ten more minutes passed and I am crying out, screaming in pain. My doctor was nowhere to be found. My daughter asked to see the charge nurse and expressed her concern. He simply stood outside the door and defended the nurse's right to refuse to administer the ordered pain meds until she was ready. My daughter raised her voice slightly and complained that I was suffering and needed help. At that point, the charge nurse told her that she was "upsetting the staff" and that because she had raised her voice she would have to leave. She did not cuss or belittle or bully anyone, simply begged for someone to help me. I am also crying out in a loud voice. The charge nurse then called security and told me that they would not treat me because I was "yelling."

I left and went home. I passed out from the pain in the car.
Clearly, although some of the staff at Baylor Scott and White are trained in prioritizing compassionate care, others are not. More to the point, this particular group of nurses were all quite young and clearly inexperienced. They seemed to have no idea how to deal with the slightest disruption and narcissistically referred everything that happened to their own sense of comfort and importance.

Poorly trained and immature, this hospital staff needs to be reassigned and a senior staff member should have been present for guidance.

We will never go back to this hospital on fear of serious injury and/or neglect.

Worst experience ever! Our appointment was at 2:30 I said are you guys going to get us in on time and the secretary said yes we are next 3 o’clock rolls around I’m like do you know what time you guys gonna call us in your next OK I sat there the lady that came after us got called in before us and we are still sitting there I got up spoke with the manager that the doctor text time with her patients I said then don’t need you need to spaced appointments out and not schedule two or three people with the same time she’s like well we cannot do anything the doctor takes her time with her patients so I sat down I waited they came out at 3:15 to call us as we were walking in I said oh are you guys going to stick us in a room for the next hour well we do not have a handle on this there are three other kids ahead of you that have not been seen yet mind you it was 315 already I will never go back to Baylor and Scott again the picture attrition’s name is Dr. Williams and her manager is so rude she stuck her finger in my face and then I said can I get the one 800 number to call The customer service she’s like no we don’t give that number out you need to go online under Baylor and Scott and find a customer service phone number yourself and call them these are children they have short attention span they cannot sit in the office for 23 hours to be seen Dr. Williams is extremely slow does not keep up with her appointments and her manager was severely rude I do not suggest your kids go to see her unless you want to sit and wait for three hours for them to be seen

To the customer: Thank you for bring this to our attention. Someone will contact you directly to resolve this issue. I apologize for the delay in making any corrections.To the Revdex.com:Baylor Scott and White Health (BSW), is in receiptof a complaint filed with the Better Business...

Bureau, referenced as Case #[redacted].  Federal and state laws generally prohibitcovered entities, such as BSW, from disclosing patient information without avalid authorization.  Therefore, BSW is prohibited from providing any additional documentation or specific commentsbeyond the information disclosed personally by the complainant.  BSW can, however, provide very general information toaddress the allegations stated in the complaint.  BSW was made aware of theallegations on September 2, 2015, after receiving a complaint filed by theindividual.  BSW is currently conducting a review and will respond directly to the patient. BSW is committed to protecting the privacy of patient health information and all patient and consumer concerns are taken veryseriously.  Thank you for the opportunity to provide this information.  If you have any questions, please feel free to contact my office at [redacted].  Thank you.

Thank you for bringing this to our attention. I can understand why the complainant would be upset; however, the billing and the coding is correct. It seems that no one has attempted to take the time to address our physician based billing. I have reached out to the complainant and when my call is...

returned I am certain that complainant will be satisfied with resolution. Thank you.

It is my understanding that contact was made today. Baylor Scott and White Health (BSW), is in receipt of a complaint filed with the Revdex.com, referenced as Case # [redacted] Federal and state laws generally prohibit covered entities, such as BSW, from disclosing patient information without a valid authorization.  Therefore, BSW is prohibited from providing any additional documentation or specific comments beyond the information disclosed personally by the complainant.  BSW can, however, provide very general information to address the allegations stated in the complaint.  BSW will conduct a review and will respond directly to the patient. BSW is committed to protecting the privacy of patient health information and all patient and consumer concerns are taken very seriously.  Thank you for the opportunity to provide this information.  If you have any questions, please feel free to contact my office at [redacted]

Thank you again for bringing this to our attention. I regret that we will not be able to honor your request. Our decision is final and again ask you to take this up with [redacted] as it is [redacted] that refuses to pay. We will no longer consider this matter and consider this matter closed.

Thank you for bringing this to our attention and my apologies for the delay in response as I sent this to the Health Plan for review and response. A letter was mailed to you which you may or may not have received yet. Below is a partial response and hopefully explains to you about the billing...

concern you shared. Thank you.Letter:I have reviewed the information you haveprovided, the information available in the Scott & White Health Plandatabase, and the terms and conditions of your Scott & White Health Plan CoverageAgreement. The SWHP BillingDepartment was contacted to review the circumstances of your complaint.  Our records indicate that there was nostatement for January since you were in a conditional status until1/13/2015.  January statements weremailed to members effectuated by 12/18/2014. A Welcome letter is standard protocol with payment instructions to remitthe first month premium. The February 2015statement was mailed to you on 1/20/2015. The March 2015 statement was mailed to you on 2/19/2015.  The April 2015 statement was mailed to you on3/19/2015. Statements arenormally run by the 13th of each month, but due to productionissues, statement production occurred as indicated above.  In addition, SWHP is looking at areas ofimprovement for statement production.  Weregret any inconvenience you may have experienced. I would like to thank you for taking thetime to bring your concerns to the attention of the Scott & White Health Planand allowing us the opportunity to review this issue.  This information is very important to us inour ongoing Quality Improvement Processes.

Complaint: [redacted]
I am rejecting this response because: Scott & WhiteNever lets me know what they find out.they seem to forget that is a result of their billing department cannot make up there mind NB whether we  were covered or not
Regards,
[redacted]

Thank you for bringing this to our attention. our review indicates that the coding was correct and the incidents involved are not covered by Medicare. Baylor Scott & White Health will now consider this matter closed. Thank you.

Baylor Scott and White Health (BSW), is in receipt of a complaint filed with the Revdex.com, referenced as Case # [redacted] Federal and state laws generally prohibit covered entities, such as BSW, from disclosing patient information without a valid authorization.  Therefore, BSW is...

prohibited from providing any additional documentation or specific comments beyond the information disclosed personally by the complainant.   BSW can, however, provide very general information to address the allegations stated in the complaint.  BSW will conduct a review and will respond directly to the patient.   BSW is committed to protecting the privacy of patient health information and all patient and consumer concerns are taken very seriously.  Thank you for the opportunity to provide this information.  If you have any questions, please feel free to contact my office at [redacted]           [redacted] Manager, Department of Patient Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]From: [redacted] [mailto:[redacted]] Sent: Friday, January 13, 2017 4:27 PM To: info <[email protected]> Subject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #[redacted] I spoke with Scott & White billing and they wrote off my balance on Jan 11th.  Thank you so much for helping me out. Sincerely, [redacted]

I regret that you are currently dissatisfied with the Provider Based Billing that Baylor Scott & White Health implements. I can assure you though that what we are doing is a standard practice among non-profit organizations which require prior approval from the Federal Government. The amount that...

is owed by a patient could be a result of the type of Health Plan they have chosen and the amount of the deductible that was agreed upon when purchasing that plan. Thank you for bringing this matter to our attention.

Complaint: [redacted]
I am rejecting this response because: This has nothing to do with patient medical co0ndition. His has to do witha promise of services for a specified amount of $ 800.00 to the patient and a follow up bill for over $ 6,000.00.
Regards,
[redacted]

Baylor Scott and White Health (BSW), is in receipt of a complaint filed with the Revdex.com, referenced as Case # [redacted]. Federal and state laws generally prohibit covered entities, such as BSW, from disclosing patient information without a valid authorization.  Therefore, BSW is...

prohibited from providing any additional documentation or specific comments beyond the information disclosed personally by the complainant.   BSW can, however, provide very general information to address the allegations stated in the complaint.  BSW will conduct a review and will respond directly to the patient. BSW will update the Revdex.com when issue is resolved.   BSW is committed to protecting the privacy of patient health information and all patient and consumer concerns are taken very seriously.  Thank you for the opportunity to provide this information.  If you have any questions, please feel free to contact my office at [redacted]        Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.Shortly after submitting my complaint, Dr [redacted] messaged me that she would be working with the billing dept to have the charges eliminated.  The following day, I received a call from a gentleman named [redacted] in Patient Relations who informed me that the charges were adjusted to zero.  He thanked me for bringing my issue to their attention.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I want the Revdex.com to note in it's records the problems created for me with Medicare due to billing errors generated by Scott and White EMS.
Regards,
[redacted]

Baylor Scott and White Health (BSW), is in receipt of a complaint filed with the Revdex.com, referenced as Case # [redacted]. Federal and state laws generally prohibit covered entities, such as BSW, from disclosing patient information without a valid authorization.  Therefore, BSW is...

prohibited from providing any additional documentation or specific comments beyond the information disclosed personally by the complainant. BSW can, however, provide very general information to address the allegations stated in the complaint.  BSW will conduct a review and will respond directly to the patient.BSW is committed to protecting the privacy of patient health information and all patient and consumer concerns are taken very seriously.  Thank you for the opportunity to provide this information.  If you have any questions, please feel free to contact my office at 254-724-3035.

Complaint: [redacted]
I am rejecting this response because: I received an email saying the complaint has been resolved, but it has not. The company claimed they would send a statement explaining the charges yet never has and each time I call and tell them I have not received it they claim they will send one. Nothing has been resolved and I have not been able to get anywhere with them at all. Regards,
[redacted]

I have reached out to the Baylor SWHP. Someone should contact you today. I will stay in the loop until completed. Thank you.

You wrote that you attempted to contact us. Please check your records. Your time line shows I did respond to you on the day you sent the original complaint. Here it is again. Baylor Scott and White Health (BSW), is in receipt of a complaint filed with the Revdex.com, referenced as Case # [redacted]. Federal and state laws generally prohibit covered entities, such as BSW, from disclosing patient information without a valid authorization.  Therefore, BSW is prohibited from providing any additional documentation or specific comments beyond the information disclosed personally by the complainant. BSW can, however, provide very general information to address the allegations stated in the complaint.  BSW will conduct a review and will respond directly to the patient.BSW is committed to protecting the privacy of patient health information and all patient and consumer concerns are taken very seriously.  Thank you for the opportunity to provide this information.  If you have any questions, please feel free to contact my office at 254-724-3035.