Nextcare Urgent Care

I have reviewed...

the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Was told my bill was paid in full when I left. 3 weeks later received another bill in the mail. They have very unclear billing practices. I would never use them again.

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 did call and did speak with someone in billing. My next correspondence will be to the state [redacted]Regards,[redacted]

Dear Sirs, I have had this reviewed by our billing department this is their response:[redacted] Patient Liaison.[redacted],           I’m not sure why she is stating that we wouldn’t bill her insurance.   The claim was...

sent in initially on 7/8/15.  She was seen on 7/3/15.  It appears that Aetna never received the claim for some reason  (no EOB on file).   Patient called in on 8/14/15 and we resubmitted at that point. I don’t see anywhere noted that she was told we would not bill the claim.   We also only did charge her the Case Rate for Aetna, which is all she paid.   She didn’t pay full charges.Sincerely,
Debbie M[redacted] Collections Supervisor

I talked to patient and concern was resolved. Thank you, [redacted] Patient Liaison

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.

Please re-open my complaint. On Friday, 7/18/2014 I received another bill. The bill was dated 7/15/2014. I am being charged $35.00 and my insurance company is being billed for $54.99, according to this bill. [redacted], NextCare Urgent Care patient liaison assured me on 7/9/2014 that I would not receive another bill. 

Please re-open my complaint as the NextCare Urgent Care did not follow through with what they promised.

Also, I am very curious as to why my complaint was not published for the public to view. There are 3 complaints against NextCare Urgent Care w/ corporate headquarters in [redacted], ** in 2014. Not one of those 3 complaints are available to view. This is very disappointing to see, as the public should be able to be informed about complaints against NextCare Urgent Care. 
 

Regards,

On Mon, Jul 21, 2014 at 11:12 AM, [redacted] Gillespie [redacted] <[email protected]> wrote:

RE: COMPLAINT #[redacted].

Please re-open my complaint. On Friday, 7/18/2014 I received another bill. The bill was dated 7/15/2014. I am being charged $35.00 and my insurance company is being billed for $54.99, according to this bill. [redacted], NextCare Urgent Care patient liaison assured me on 7/9/2014 that I would not receive another bill. 

Please re-open my complaint as the NextCare Urgent Care did not follow through with what they promised.

Also, I am very curious as to why my complaint was not published for the public to view. There are 3 complaints against NextCare Urgent Care w/ corporate headquarters in [redacted], AZ in 2014. Not one of those 3 complaints are available to view. This is very disappointing to see, as the public should be able to be informed about complaints against NextCare Urgent Care. 

Sincerely,

[redacted] Gillespie [redacted]

612-212-5212

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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Dear Sirs. Received from manager today 9.22.15  patient [redacted]. I talked to Lab Corp and I am going to have to pay the bill from the [redacted] clinic. I told them to send it to me. I’ll let you know when this is complete.
 
Best Regards,
[redacted] Clinic Manager IISincerely, [redacted]Patient Liaison NextCare Holdings [redacted] Caring, Excellence, Integrity and Results

Run the other way... My son was forced to go there for Workman Comp Injury in January 2014. They treated him for a back injury. For over a month they kept sending him back to work even though he was in pain at the most they would gave him 48 hours sick time off at a time then send him back to work. When I asked the Doctor (not PA) why had they not taken any x-rays of his back he said they were using the x-rays taken at the ER. I later found out that [redacted] ER had not taken any x-rays of his back. So how did the Doctor review non existent x-rays and how did he know what he was treating him for? He did not provide the medical care needed to help my son. I dont know if it is just bad service on the doctors part or because it was workman comp insurance but either way it is not acceptable.. He is still in pain today 7 months later and I have to ask if they had given him the proper care in the beginning with more than just a 48 hour sick time at any given time would he have had a bulging disk and be in this pain 7 months later .... Perhaps they are trying to cut costs by not taking their own x-rays, and keeping their workman comp contract by not allowing employees to take the time needed to recover properly and getting them back into the workplace before compensation can kick in. I dont know I just know my son has paid the price for their bad service

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.As of 8/24/15, my insurance company, Assurant Health, does not show any record of having received the information. We do NOT have Aetna insurance as indicated by the response from NextCare. My insurance is Assurant Health. Perhaps they are filing the claim with the wrong insurance company.

Regards,

Dear Sirs, I sent this to our billing department to reevaluate and this is the response:[redacted],           This patient called in today and we have explained that the claim was submitted to the correct insurance.   She does have Assurant but it is under the Aetna umbrella, so the claim has been submitted but has not been processed yet.          The patient will give this some more time and give us a call back in a week or so.Sincerely,Debbie M[redacted]Collections Supervisor

We were in need of an urgent care for our son, and that is when I came across this location (it came up in a search for pediatric urgent care near me). Let me start by saying that we were seen right away, probably because the office closed at 8:00 pm and we arrived around 7:30. Our son broke out in a rash all over his body. The PA who saw us that night told me the rash that was covering our 1 year olds body was BUG BITES!! Without ever even so much as laying a finger on him he was convinced the problem was bug bites and diaper rash. Prescribed some cream and sent us home.

With out making this review a medical recap about our child, I will end by saying this; We saw our PCP first thing the next morning, and our son did not have bug bites, but in fact did have an allergic reaction and strept. I am so extremely beyond displeased with the complete and utter lack of "care" we received. Maybe it was our fault for going in so close to closing time, but never again, will we use a NextCare Urgent Care.

Dear Sirs, 

Patient was evaluated by our provider which determined his need for the ER. This is a service that was provided and there is a charge for this. However as a customer courtesy the manager will refund the patient and his insurance will not be billed.

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Thank you,

Patient Liaison

I went to NextCare/UrgentCare, at 2:30 p.m., signed in, gave them my co-pay and was told that I would be seen right away. Five hours later, one of the staff members who set at the front desk told me it would be another hour before I would see a doctor. She told me I could go home and wait, or find another place to go to. I told her that really sucked, and should I go to the ER and she said I would have a longer wait. I was so sick that I told her I would wait the hour out. The lobby was filthy, with a large family with kids who took up three chairs at a time, taking their naps while their mother waited. After looking at the floor, I took my service/assistance dog around the corner where there were only two chairs that were not being used and the floor was somewhat clean. He had to lay on that cement floor for six long hours and I was so sick, that I did not realize just how much time had passed by. When I asked why they did not get me in right away like they had promised, she told me that they took appointments online and over the phone and that they came before walk in's, no matter how sick that person was. They should have told me right away that it would be a very long wait, so that I could have gone to the ER at the hospital, where I was certain to get in sooner than six very long hours. The examination room was filthy and it only took the doctor a few minutes to listen to my lungs, to tell me that he heard crackling in my lungs and that I had pneumonia. He did not take an x-ray, and I feel that was because they were getting ready to close. When I finally got in to see the physician, there was only one other person left waiting in the lobby. I was not given any discharge paperwork and was told that my prescriptions were at my pharmacy. I got there at 8:30 p.m. making me wonder why I had to wait from 2:30 p.m. until 7:30 p.m., but I was just too sick to even comprehend what I had just gone through. Their staff at the front counter are incompetent to perform the job they were given and I doubt that anyone checked their resume to see what their background was in order to perform in a medical office. My service/assistance dog had to lay on a cement floor for six long hours and that is so wrong. I should have been told and sent on to the ER at the hospital, when they knew that the had so many appointments ahead of me. My doctor is 60 miles away, and I could have gone down there, been seen and return home in 2 1/2 hours. How sad is that, to feel that people getting shots and/or physical for high school, are more important than a person who has a horrible sinus infection and pneumonia. I would guess that they do not have an office manager to over see what the front staff is performing and that is unforgiveable as far as I am concerned, since I have worked for the VA Hospital and other medical facilities over the years and know how an office should be ran. They need to hire someone to keep that place clean in the lobby and examination rooms. You do not keep an extremely ill person waiting for six hours, what??? Did they forget me, I just don't know. I WILL NEVER GO BACK THERE AND WILL TELL MY FAMILY AND FRIENDS ABOUT THE HORRIBLE CONDITIONS AND POOR CARE THAT I RECEIVED AT NEXTCARE. This needs to be looked into, you cannot run a medical establishment that way, with filthy conditions and extremely long waits for walk ins. I thought that was what NextCare/UrgentCare was all about, getting sick people in right away and unfortunately, that is definitely not the case.

I have checked with our billing department again and this is what I found. Patient being [redacted] he needs a referral from them. These can be done retroactively. Our billing departments response:
HI [redacted],  Per our [redacted] rep: “Per email request. Called [redacted], S/W [redacted]. Balance for this encounter is the allowed amount applied to POS deductible minus the $12.00 [redacted] Prime co-pay patient paid at TOS. If he would have had a referral, it would have paid the allowed amount minus the Prime co-pay of $12.00.” 
So if he would have had a referral, patient would not have been responsible for the $60.99, only the $12 copay. It is the patients responsibility to obtain referrals. Sincerely,
[redacted]Sr.Patient Pay RepresentativeThank you,[redacted] Patient Liaison.

First I apologize for my delay in responding. I did have this reviewed by our Medical Director and a 100% refund has been granted for the patient. I will forward to billing to contact patient. If you have any questions please let me...

know. Sincerely, [redacted]Patient Liaison

Dear Sirs,I immediately called patient with my apologies and as a customer courtesy  will adjust off the bill. I feel this matter is closed. Please let me know if you have any further questions. Thank you. Sincerely,[redacted] Patient Liaison

On Jan. 29, 2014 @ approx 5:45 pm, I entered the location on Southern and Ironwood in AJ, AZ. I needed my son and I to be seen for head cold, fever and cough symptoms. With only 4 people in the waiting room, I figured the wait not to be too bad. The check in process took about 30 minutes, at which time, my son and I were called back to a room. The PA took our vitals and told us a provider would be with us shortly.
We waited in the room for 1 1/2 hours...yes ONE AND ONE HALF HOURS, before the provider came in. She was short with me, stating that I only thought I was sick and there was nothing she could do for me. She then proceeded to tell me she thought MAYBE my son had an ear infection, or just drainage in his throat. MAYBE? Are you kidding me!
She said we could wait out in the lobby to be discharged, where I sat for ANOTHER 30 minutes!
Upon trying to get my discharge papers, the girls at the front desk seemed to not know why it was taking so long to get our papers. People who came in after us, were being let go prior to us.
I am beyond frustrated with this. It is not the 1st time, but WILL be the last time, I use any of your locations. I feel worse today than I did yesterday and that is 3 hours of my life I will never get back.
With the ever changing health care issues, to be able to get QUALITY, FRIENDLY and EFFECIENT care is something that should be easily provided. Not too much to ask.

Dear Sirs, I had billing review and this is their response...
Hi [redacted],  I do not see any call on file from any encounter for this patient. Insurance processed to deductible in September, we sent 3 statements out (9/19/14, 10/21/14, & 11/21/14)...

without any patient response. Therefore he was sent to collections 11/28/2014.Sr.Patient Pay Representative

the response below is from our product specialist. I do need to point out the cost of 1st visit with sign up was total $125.00. That will not be refunded as patient was evaluated and treated. Her account was cancelled there have been no withdrawls  from her accounts. Thank you [redacted]...

Patient Liaison. Hi [redacted] –I show her as cancelled as of February 25.  She signed upin January.  We have never charged her credit card for monthlypayments.  I’ve attached a screen print for you. I don’t recall the name, but since we don’t have an email onfile for her, my guess is that we tried to call her back were unable to reachher or leave a message.  I checked my message pad and I had a call fromher on 2/25, which was the day I cancelled her membership. I also had a call on3/6, which I checked off.  Unfortunately, I didn’t make a note of whetheror not I left a message.  I did not send the call to Customer Service tofollow up on, so my guess is that I called and was unable to reach her or leavea message.  Let me know if there is anything else we need to provide.Thanks!  [redacted]>>>