Mercy Gilbert Medical Center

To whom it may concern,
We do apologize for the delay in responding to you regarding complaint ID#: [redacted] but unfortunately your 1st notification was not received. We thoroughly reviewed Mr. [redacted]'s concerns and based on the outcome of our review the services were covered by his...

insurance company United Healthcare. He is receiving a bill from Mercy Gilbert Medical Center for the coinsurance which is determined by his insurance company and based upon his benefits. As for the Physician billing that he received, it is not handled by our office and the Physician is not employed by Dignity Health. The legal relationship between the Hospital and Doctor was provided to the patients mother at the time of the registration process. We suggest Mr. [redacted] redirect his concerns to the Physician's billing for additional assistance in trying to get this issue resolved as well as appeal his claim with his insurance company. We will contact Mr. [redacted] directly to provide him with our suggestions as well.
Thank you for allowing us the opportunity to address his concerns!
Mercy Gilbert Medical Center

Good Afternoon,The patient's mother has been notified of our findings and still disagrees with the outcome, she has been redirected to obtain the documentation that suppoerts the charges in which we are billing.We have closed this complaint out on our end.Thank you![redacted]

To whom it may concern,The billing on this account has been placed on hold as of 1/30/2015, since the billing has been on hold our records do not reflect that statements have been mailed to the guarantor for the Hospitals portion of the services. An itemized statement...

has been mailed to the guarantor today, which reflects a breakdown of the charges.The medical records are currently being reviewed to determine if the charges listed on the account are accurate. Once a determination has been reached, I will contact the mother directly and thoroughly address her concerns. I apologize on behalf of Dignity Health for any aspects of our dispute process that [redacted] feels is unsatisfactory. We appreciate her for bringing these concerns to our attention as it helps the hospital in our goal to achive consistent excellence in patient satisfaction. Thank you and I will respond to the guarantor directly![redacted]

We are in receipt of the second dispute response regarding physician billing.  Please understand, our patient financial services office does not have access to the physician billing account status.  We cannot access the status of the physician billing and provide updates to the account resolution.  Providers bill separately for their services and negotiate their own contracts with insurance carriers. 
We regret the issues you have expressed in your letter; however your communication will need to be directed to the physician billing office at [redacted].  That is a different number than the number the patient stated he was calling for a resolution.  I am hopeful that number will provide better communication results. 
Sincerely,Michele S[redacted]Principal, Patient Financial ServicesDignity Health

Dear Ms. Oberdank:
We are in receipt of the complaint id# [redacted]. Thank you for allowing us to respond to the guarantors concerns.
The guarantor is requesting a settlement on his account balances. The account balances are created from the patient's...

deductible and co-payment after insurance has processed the claims. If the deductible was met prior to these dates of service, please contact your insurance carrier to have the matter further  reviewed. 
 
These balances are not subject to additional discounts unless the guarantor is able to provide proof of hardship. This information was given to the guarantor on October 18, 2013, January 21 and 22nd 2014. We encourage you to complete a payment assistance application to determine if you qualify for an additional discount.
We are aware of the settlement accepted in 2012. We have updated our policies and now require proof of hardship prior to applying an additional discount. Please contact our Customer Service Department at ###-###-#### to request the application.
Thank you for choosing Mercy Gilbert Medical Center. We wish to remain your medical provider of choice. If you have any further questions regarding your hospital accounts, please contact us at ###-###-####.
Sincerely,
[redacted] 
Patient Financial Services
Dignity Health

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear...

below.I have tried to file this with Gilbert Mercy's vendor that they use for emergency services.  I filed it in Oklahoma with the vendor BB Complaint Case# [redacted] (Ref#[redacted].  However, they refuse to reply to the Revdex.com complaint.  When I call the vendor for the last 6 months they will not listen to the fact that my insurance company [redacted]Bl has already paid this claim in full.   The vendor's local web site says to email Gilbert Mercy email addresses to resolve billing problems.   No one shows any concern to resolve this issue at either Gilbert Mercy or the vendor that Gilbert Mercy selected.  Why can this vendor cooperate with one of the largest health insurance companies - Blue Cross Blue Shield - when the insurer confirms it has been paid in full? 
Regards,
D[redacted]

To Whom it May Concern:
 
Thank you for providing information regarding the complainant's concerns. This allows us to review our
process and creale a better overall experience  for our patients.
 
I spoke to the complainant on 9/19/2014. It was determined there was no insurance...

to cover the services rendered. We would be happy to set up a payment plan to resolve this balance when she is better able to do so.   [redacted] offers a generous charity program through our charity application. To obtain this application and apply for charity please visit our website at[redacted] and print off the charity application.
 
Should you have any questions or need additional information, please call our customer service department at ###-###-####.
 
Thank you for choosing [redacted] for your healthcare needs. Should the need arise for medical care, we hope you will choose one of our facilities.
 
Thank you,
 
 
[redacted]
Specialist, Patient Financial Services
Dignity Health

Complaint ID#: [redacted]To The Revdex.com,The patient has contacted us several times in regards to her overpayment. Unfortunately we were unable to assist her until her check was cashed and the payment was applied to her account. Now that the patients account reflects her...

overpayment she will be reimbursed. Mrs. Springer will be contacted directly regarding her refund.Thank you for your assistance!Respectfully,[redacted]

To whom it may concern,
We do apologize for the delay in responding to you regarding complaint ID#: [redacted] but unfortunately your 1st notification was not received. We thoroughly reviewed Mr. [redacted]'s concerns and based on the outcome of our review the services were...

covered by his insurance company United Healthcare. He is receiving a bill from Mercy Gilbert Medical Center for the coinsurance which is determined by his insurance company and based upon his benefits. As for the Physician billing that he received, it is not handled by our office and the Physician is not employed by Dignity Health. The legal relationship between the Hospital and Doctor was provided to the patients mother at the time of the registration process. We suggest Mr. [redacted] redirect his concerns to the Physician's billing for additional assistance in trying to get this issue resolved as well as appeal his claim with his insurance company. We will contact Mr. [redacted] directly to provide him with our suggestions as well.
Thank you for allowing us the opportunity to address his concerns!
Mercy Gilbert Medical Center

To Whom it May Concern:

 

Thank you for providing information regarding the complainant's concerns. This allows us to review our

process and creale a better overall experience  for our patients.

 

I spoke to the complainant on 9/19/2014. It was determined there was no insurance...

to cover the services rendered. We would be happy to set up a payment plan to resolve this balance when she is better able to do so.   [redacted] offers a generous charity program through our charity application. To obtain this application and apply for charity please visit our website at[redacted].[redacted].[redacted] and print off the charity application.

 

Should you have any questions or need additional information, please call our customer service department at ###-###-####.

 

Thank you for choosing [redacted] for your healthcare needs. Should the need arise for medical care, we hope you will choose one of our facilities.

 

Thank you,

 

 

Specialist, Patient Financial Services

Dignity Health

What document was provided and signed for that it was received during the "Registration" process?  The official registration process happens while the women is going into labor or all of the paperwork bombardment post delivery?  The hospital expects a women in labor to read the fine print, or the nervous anxious husband/family?  Even if there is some lawyer up fine print that we missed, people visiting hospitals for the most part don't have attorneys or assistants to assist them with the legal fine prints of documents.  Its a racket and we were flat out lied to by the personnel at the hospital.  We were told to our face by multiple representatives of Dignity Health that UHC covered ALL of the services.  We assumed this "required hearing test" was a service provided by hospital staff, not some 3rd party "doctors office."  Even still they told us they accepted UHC, and they are providing services inside a Dignity Health Hospital.
It shouldn't be that hard for a health care professional reviewing our insurance and the care providers services to see who does and does accept the insurance of the patient and go over this information WITH the patient.  When someone goes to a hospital they don't want to have to ask a million questions about billing and insurance coverage everytime a supposed "healthcare professional" walks through the door.  This should be handled by hospital personnel, and in our history of visiting hospitals, we've never had an issue until "DIGNITY HEALTH"  We even had our other two children at the same hospital facility while it was under different management (no billing issues).

Complaint ID#: [redacted]To The Revdex.com,The patient has contacted us several times in regards to her overpayment. Unfortunately we were unable to assist her until her check was cashed and the payment was applied to her account. Now that the patients account reflects her...

overpayment she will be reimbursed. Mrs. Springer will be contacted directly regarding her refund.Thank you for your assistance!Respectfully,[redacted]

To whom it may concern,

We do apologize for the delay in responding to you regarding complaint ID#: [redacted] but unfortunately your 1st notification was not received. We thoroughly reviewed Mr. [redacted]'s concerns and based on the outcome of our review the services were...

covered by his insurance company United Healthcare. He is receiving a bill from Mercy Gilbert Medical Center for the coinsurance which is determined by his insurance company and based upon his benefits. As for the Physician billing that he received, it is not handled by our office and the Physician is not employed by Dignity Health. The legal relationship between the Hospital and Doctor was provided to the patients mother at the time of the registration process. We suggest Mr. [redacted] redirect his concerns to the Physician's billing for additional assistance in trying to get this issue resolved as well as appeal his claim with his insurance company. We will contact Mr. [redacted] directly to provide him with our suggestions as well.

Thank you for allowing us the opportunity to address his concerns!

Mercy Gilbert Medical Center

To whom it may concern,

This patients portion of the services rendered by Mercy Gilbert Medical Center were covered by their insurance, but the patient is responsible for a coinsurance  of $59.90 after their insurance processed our claim. As stated before we do not handle the billing for the Physician's portion of the services provided  and they are not employees of the facility; therefore we have no control over who they are contracted with nor would we know that information. In an attempt to assist Mr. Wallace with his concerns we did provide suggestions on how to resolve this matter directly with the Physician and their billing office.

Unfortunately Mr. [redacted] needs to redirect his coomplaint to the Physician.

Thank you!

Rhianna W

I arrived at the hospital after having my 9th miscarriage. My midwife had helped me have the baby at the New Life Midwifery. Unfortunately, after 3 hours of trying, we were unable to deliver the placenta, so we were compelled to go to the hospital. Upon my arrival I was placed in a wheel chair and was wheeled back to a room. In my weakened state, I became sick and threw up uncontrollably and then defecated myself. I implored the nurse for help, but instead she visibly showed her discomfort and disappeared - never to return. I was consequently abandoned in the wheel chair - exhausted, humiliated and in danger of losing consciousness and causing further injury to myself - wishing I could lay in the bed she left me by.

I am appalled at the callous, uncaring, and unprofessional treatment I received - to have been left abandoned in that awful position.

Avoid this medical center at all costs.

Dear Ms. Oberdank:

We are in receipt of the complaint id# [redacted]. Thank you for allowing us to respond to the guarantors concerns.

The guarantor is requesting a settlement on his account balances. The account balances are created from the patient's...

deductible and co-payment after insurance has processed the claims. If the deductible was met prior to these dates of service, please contact your insurance carrier to have the matter further  reviewed. 

 

These balances are not subject to additional discounts unless the guarantor is able to provide proof of hardship. This information was given to the guarantor on October 18, 2013, January 21 and 22nd 2014. We encourage you to complete a payment assistance application to determine if you qualify for an additional discount.

We are aware of the settlement accepted in 2012. We have updated our policies and now require proof of hardship prior to applying an additional discount. Please contact our Customer Service Department at ###-###-#### to request the application.

Thank you for choosing Mercy Gilbert Medical Center. We wish to remain your medical provider of choice. If you have any further questions regarding your hospital accounts, please contact us at ###-###-####.

Sincerely,

[redacted] 

Patient Financial Services

Dignity Health

We are in receipt of the second dispute response regarding physician billing.  Please understand, our patient financial services office does not have access to the physician billing account status.  We cannot access the status of the physician billing and provide updates to the account resolution.  Providers bill separately for their services and negotiate their own contracts with insurance carriers. 

We regret the issues you have expressed in your letter; however your communication will need to be directed to the physician billing office at [redacted].  That is a different number than the number the patient stated he was calling for a resolution.  I am hopeful that number will provide better communication results. 

Sincerely,Michele S[redacted]Principal, Patient Financial ServicesDignity Health

Good Afternoon,The patient's mother has been notified of our findings and still disagrees with the outcome, she has been redirected to obtain the documentation that suppoerts the charges in which we are billing.We have closed this complaint out on our end.Thank you![redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear...

below.I have tried to file this with Gilbert Mercy's vendor that they use for emergency services.  I filed it in Oklahoma with the vendor BB Complaint Case# [redacted] (Ref#[redacted].  However, they refuse to reply to the Revdex.com complaint.  When I call the vendor for the last 6 months they will not listen to the fact that my insurance company [redacted]Bl has already paid this claim in full.   The vendor's local web site says to email Gilbert Mercy email addresses to resolve billing problems.   No one shows any concern to resolve this issue at either Gilbert Mercy or the vendor that Gilbert Mercy selected.  Why can this vendor cooperate with one of the largest health insurance companies - Blue Cross Blue Shield - when the insurer confirms it has been paid in full? 

Regards,

D[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

In response to my Revdex.com complaint #[redacted] from Mercy Gilbert responded saying she would mail me a itemized statement, that my account is on hold, that the billing is under investigation, and that she would reach out to me to with a resolution. While I did receive an itemized (3-line) statement from her, I received another unchanged consolidated bill today (April 1, 2015). This bill informs me that my account has been sent to the delinquency department which indicates that my account was not put on hold. Rhianna has not reached out to me either. Since 2-weeks have gone by without an update, the previous Revdex.com complaint has been closed. However, my concerns remain unaddressed. Please note that I recently faxed the itemized statement back to Mercy Gilbert with the disputed line-item circled. More details: My 7 year-old daughter was taken to Gilbert Mercy sporting a tiny wound (less than 2mm). The wound was not a laceration (as later described while billing via my insurance company). No "repair" activity was performed (as described while billing via my insurance company). A small sterile band-aid-strip was applied like a sticker. That was the entire extent of the treatment. The session with the medical worker lasted less than a minute. A picture of my daughter taken a few days later shows no signs of scab or wound. Total charges in the amount of almost $3000 (split between Premier EM $716 and Gilbert Mercy hospital $2217) are being sought for what amounts to the swift application of a band-aid. The description sent to my insurance company for "laceration repair" is incorrect. I should be charged for the application of a sterile-strip band-aid, not laceration repair (which never took place).

Regards,