P & H Class Details

This billing complaint has been incorrectly routed by the Revdex.com to the Quality, Risk, and Regulatory Office at St. Joseph's Hospital and Medical Center.  Since this is a billing matter, we have referred the complaint to our billing office, Optum 360 Patient Financial Services, with a request...

for direct contact with Mr. [redacted].
Denise B[redacted], Risk Analyst

Dignity Health appreciates your efforts in bringing patient complaints to our attention. This allows us the opportunity to review the accounts and confirm they have been processed correctly. In this case, Julie [redacted] stated she paid Sequoia Hospital while at our Emergency Department;...

which is correct, she paid $880.17. Ms. [redacted]'s insurance company paid on the claim thereafter and the account reflected a credit due to the patients overpayment. However, Ms. [redacted] has other accounts that have a balance due. The credit was moved to partially pay on another account. Therefore, the patient still owes Sequoia Hospital and is being billed for it. I called Ms. [redacted] on 2 occasions; leaving a voicemail to call me back. I have yet to speak with her to explain what she is being billed for. I will contact her again and if I do not speak with her, I will mail a letter.  Thank you, Alison C[redacted]

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.; the PR specialist at Dignity did not deny anything I said.  He did however, say that they have policies and they mustabide by them.   Their policy is that anyone that enters the building gets billed.   I was supposedly advised where I couldget medical help.  THE phone book has that data.  That does not  give the NON doctor "hospital" the right to  bill me fornot providing ANY SERVICE whatever!   THE nurse did not give me a report of the triage.  The NURSE told me adoctor would be in to see me.  The following female said her hospital or emergency facility HAD NO DOCTORS.Again, no one has denied saying that.   NO one has denied that the exiting office manager knew I had not seena doctor and thus, the Emergency dept had not earned a fee.  I was not given a bill BECAUSE the emergencydepartment HAS NO DOCTORS.  wHAT THE pr MAN DID WAS use political and PR rhetoric.  b. I went for help FROM a doctor, not a nurse.  The nurse SAID A DOCTOR would come in to see me.  THE ladywas not a doctor and said the facility HAD NO DOCTORS.  I received ZERO benefits.  ZERO help.  ZERO responsesto help me.c.,  except that I owed nothing because NO DOCTOR SAW ME. Regards,[redacted]

This letter is se nt in res ponse to a grieva nce letter sent by the Bet ter Business Burea u on Mach 28, 2017 rega rding a n unpleasan t Emergency Department encounter at our Surprise facility on March 15, 2017.I called you on March 31, 2017 to acknow ledge your grievance and we spoke briefly since...

yo u we re on your way to wo rk.This case will be refe rred to the Facility Admin ist rator a t t he Surprise locat ion for investiga tio n and follow-up with staff fo r corrective act ion. The Facility Ad ministrator will ge t back with you to upda te you on the o utcome.Please accept my sincere a pologies on beha lf o f A rizona Ge nera l Hosp ita l for your unpleasa nt experience. Our priority goa l is to provide patients a nd fa milies with a pleasa nt and satisfy ing experience at each Ar izona Genera l encounter.   I am sorry that we failed to meet your expectat ions.Please do not hesitate to ca ll me if yo u wis h to have further discussio n on t his matter. My direct line office phone number is [redacted].

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 will not consider this matter resolved until a resolution as set forth in the initial complaint has been presented. This billing matter has been 'under review' and my accounts 'on hold' for several months without response or resolution from Dignity Health. Reviewing the matter is not a resolution. I do not wish to be contacted by phone. All correspondence shall be made in writing. Please contact me in writing once a resolution can be discussed.
Regards,
[redacted]

To whom it may concern,I have completed Mr. [redacted]'s request and mailed him an itemized statement today which reflects all of the charges we submitted to his insurance carrier to the Arizona address per his request. I also attempted to reach the patient by phone and the telephone number listed on his complaint and left him a voicemail requesting a call back. In addition I have included Mr. [redacted]'s email address on my response to the Revdex.com so he can be notified of the action taken in order to resolve his concerns. On behalf of St. Joseph's Hospital and Medical Center I would like to apologize for any inconvenience this may have caused our patient. I will follow up with the patient directly by email and provide him with my contact information in case he has any additional questions or concerns. We appreciate you for allowing us to address Mr. [redacted]'s concerns. Thank you!Rhianna W.

The resolution has been faxed to our office today and a copy has been mailed to the patient as well