Saint Francis Hospital - Bartlett

I took my daughter to St. Francis Bartlett on 8/10/2021. We arrived at 7:03pm. We went into the ER which was overcrowded, flooded with people/patients flies and disgustingly uncomfortable. I got her checked in where I told the receptionist her asthma was flared up and she was having difficulty breathing. They got us checked in and told us to have a seat. They did not check her vitals and there was no sense of urgency. After waiting for 42 minutes and my daughter starting to feel even worse, and after hearing others say they had been waiting 6 hours we left and went to Methodist Germantown who saw the need to get her right in. I thought I was done with St. Francis and the disgust of their ER until I received a text on Saturday about a bill. In shock I called this morning and inquired why. I was even told that my daughter was seen by Dr. Richard Donlon when we did not see a doctor, nurse, or anyone. On top of that they have illegally billed my insurance company for an ER visit when all we did was sit in the ER for 42 minutes but to lie and say she saw a doctor. I'm disgusted and I'm pretty sure that this is not the first time that this has happened. St. Francis is billing patients and insurance for services that they are not providing. From the looks of the ER they should not even be open.

I spent 3 days at the hospital being tested and treated for chest pains. On the 2nd day, my insurance company denied the claim for my admission to the Hospital due to insufficient information being submitted concerning my stress test. St Francis failed to make any attempt to supply the additional information and did not inform me of the denial. Instead, they simply re-filed the claim as OUTPATIENT. This fraudulent filing has resulted in a much larger bill for me which is not legitimate. My stay ended on 8/1/2014. I received the bill for $1438.87, about a month later and paid the 138.87 on 10/6/2014 and set up my banks billpay service to make regularly scheduled payments to pay the bill.On about 11/11/2014, I was called by the business office because they wanted a higher payment. I explained that I had over 6000.00 in med bills and that I would accelerate the payments as soon as possible. The billing department person accepted my plan. I have since paid 5 payments which total 300.00 in accordance with my accepted payment plan. About 1/15/2015, I received a letter from a collection agency demanding additional money and claiming I had "failed to respond to our previous demand for payment" I am making the sufficient and timely payments WE agreed to. I am sorry their billing person failed to make note of the agreement as he should have. At this point I noticed the dual filings and called the insurance co. I am continuing these sufficient, timely , and agreed to payments to ST Francis even though I owe them much less than the fraudulent amount they tried to charge me. I fully expect that I will owe about half this amount and that they will be refunding some of what I have paid. I have copies of all of the cancelled checks and they are available upon request. The St Francis Billing Department will not speak to me concerning this bill. They keep trying to refer me to the collection agency.Product_Or_Service: Hospital ServicesDesired SettlementI would like St Francis to start co-operating with my efforts to pay what I owe. I would also like them to file the claims in an honest manner so I can pay what I actually do owe. I will not speak to a collection agency under any circumstances. My credit score is about XXX-XXX, I will supply any requested documentation to the Revdex.com or St Francis.If we cannot come to an agreement, I will also submit this information to [redacted] my attorneys. Business Response Contact Name and Title: [redacted] Patient ExpContact Phone: XXX-XXX-XXXXContact Email: [redacted]Mr. [redacted],Thank you for sharing your concerns regarding your visit to our hospital. We take the concerns of our patients and their families seriously. We continually strive to deliver high quality, safe patient healthcare with service that exceeds the expectations of our patients and families. I have researched your concerns regarding your billing and insurance and would like for you to contact me personally. I will be able to help direct you through this process and give you some valuable information to assist you in resolving this issue on a local more personal level. Please contact the Patient Experience Department at XXX-XXX-XXXX and ask for [redacted].I want to thank you for sharing your concens with us. I am hopeful you will feel our actions are supportive of your concerns and should the need arise in the future; you and your family will feel confident entrusting your care with us. Respectfully,[redacted]Patient Experience Coordinator Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)They are claiming that it would have cost me more if they had filed the claim as inpatient and that the fraudulent outpatient claim that they filed saved me money. They have promised to send me documentation of this but have not sent me anything yet. The claim was denied by [redacted] because there was a lack of documentation supplied about the stress test. They should have supplied the additional information in order to get the claim approved. The bottom line is that an approved claim pays much better than a denied claim. The insurance co. denied the claim and gave their reason and it is up to them, Not St Francis to determine what they will pay or not.I am still waiting on the promised documentation.Thanks, [redacted]Final Business Response Mr. [redacted],All insurance companies have the right to deny any claim based on the guidelines of the patients policy and medical status at time of admission. The medical facility bears the burden of providing such documentation to support any and all means to support the status of the patients stay. However the Insurance carrier has the final say as to the status of the patients stay if it is deemed inpatinet,observation or outpatient stay.Saint Francis Hospital Bartlett only wants what is best for the patients health and well being. You spoke with Ms.[redacted] in reference to your account and she explained based on your insurance decision to make your status an outpatient only your out of pocket expense was actually much lower than what you would have owed on the inpatient side of things. She has made copies of your UB's and benefits information and has mailed them out to you last week. Ms.[redacted] will also follow up with you by phone in the next few days to ensure that you have received those documents.Hopefully this will help to resolve some of your concerns when you see those documents with the explainations.Respectfully,[redacted]Patient Experience CoordinatiorXXX-XXX-XXXX

my insurance was ran when I came into the ER. my amount due for my care was around $152. At a later date they raised the balance to over $400.When I came into the er, I gave the hospital my insurance card. they ran it like all other providers do and said I owed around 150 dollars after insurance. I paid half. They called me later to collect the other half and said that I owed 370 dollars. I told them that is not correct because they gave me a different price at the ER and I paid half, so I only owed about 75 dollars. They never corrected the amount and unfairly placed that amount on my credit report, damaging my credit.Desired SettlementThey need to fix the error and remove this from my credit report. It has damaged my credit and hurt my finances.Business Response [redacted] TN XXXXXMarch 20, 2014RE: [redacted]Encounter: XXXXXXXXXDear Mr. [redacted],Thank you for sharing your concerns regarding your visit to our Emergency Department on July 3, 2013. We take the concerns of our patients seriously. We continually strive to deliver high quality, safe patient healthcare with service that exceeds the expectations of our patients and their family. We have researched your concerns regarding your complaint as stated in your report to The Revdex.com dated March 10, 2014. Emergent care providers can only estimate what your co-pay and co-insurance will be for your visit. In the review we found that your insurance provider has been billed for the appropriate amount for the level of patient care services received. The explanation of benefits that you received from your insurance carrier reflected the amount remaining was the co- insurance amount. It is expected that you pay the balance of the bill for services rendered on July 3rd, 2013. On behalf of the hospital, I apologize you were not completely satisfied with your experience. I want to thank you again for sharing your concerns with us. We are hopeful you will feel our actions are supportive of your concerns and should the need arise in the future you and your family will feel confident entrusting your care with us. If you would like to speak with someone further regarding your concerns please feel free to contact our Patient Experience Department at XXX-XXX-XXXX. Respectfully,[redacted]Patient Experience, CoordinatorSaint Francis Hospital-Bartlett

I was a patient the first time last Oct 2013. My insurance is with the Local 614,([redacted]). It took 2-3 months for my ins. to pay their 80%. MY INS. PD YOUR HOSPITAL OVER $16,OOO. MY 20% WAS ABOUT 1,600.00. WHEN I WAS IN ICU MY WIFE PD THE REMAINING DEDUCTIBLE,WHICH WAS ALMOST $100.00. I SPOKE T0 ONE OF YOUR CSR'S AS ADVISED BY ABOUT THE FIFTH LETTER AS YOUR BILLING DEPT. WOULD NOT WAIT FOR MY INSURANCE TO GET THEIR 80% PD TO YOU! AFTER I RECEIVED ALL E.O.B'S, EXPLAINING TO ME THEY HAD PAID ALL OF THEIR PART, AND SHOWED ME PROOF OF THE AMOUNTS OF EACH CHECK PAID TO YOU. I THEN CALLED AND SPOKE TO CSR,I EXPLAINED THAT DUE TO HOME MORTGAGE, AND SEVERAL OTHER BILLS, THAT I COULD PAY $50.00 TO $75.00 A MONTH. THEY ADVISED THAT I HAD TO PAY $138.50 EVERY MONTH. I EXPLAINED NICELY IT WAS GOING TO BE DIFFICULT TO PAY THAT AMOUNT. HE ADVISED PLEASE STILL SEND WHAT YOU ARE ABLE TO. I MADE SOME PAYMENTS OF $138.50 SOME MONTHS EVEN THOUGH IT WAS DIFFICULT FINANCIALLY. JUST SENT YOU THAT AMOUNT LAST WEEK CK# 1304,WHICH YOU HAVE ALREADY RECIEVED. YESTERDAY 5/17/2014, I RECEIVED A LETTER FROM A COLLECTIONS AGENCY! EVEN WHEN I WAS SENDING YOU THE $138.50,EVERY MONTH ON MY STATEMENTS FROM SAINT FRANCIS THERE WERE DERROTORY AND NEGATIVE STATEMENTS! I DIDN'T HAVE $1,300.00 AND SOMETHING AVAILABLE MONEY TO PAY YOU IN FULL AND YOUR COMPANY KNEW THIS UP FRONT! MOST PEOPLE DON'T HAVE THIS KIND OF CASH ON HAND. I WAS MAKING PAYMENTS TO YOU IN GOOD FAITH EVERY MONTH AND YOU STILL TURNED ME OVER TO COLLECTIONS!Desired SettlementPLEASE LET ME GO BACK TO MAKING MY PAYMENTS TO YOU DIRECTLY, AS YOU WILL NOT GET PAID IN FULL ALL AT ONCE BY HAVING TURNED ME OVER TO A COLLECTIONS COMPANY,AS AGAIN I DO NOT HAVE IT TO PAY IN FULL. THE COLLECTIONS COMPANY IS GOING TO RECEIEVE THE SAME MONTHLY PAYMENTS AS YOUR HOSPITAL WAS. I HAVE GOOD CREDIT AND PAY ALL OF MY BILLS ON TIME, THIS WILL ONLY HURT MY CREDIT. I KNOW YOU COULD HAVE CALLED ME AS I ENCLOSED LETTERS WITH MY CHECK PAYMENTS WITH MY CELL NUMBER! THERE WAS ANOTHER WAY YOUR HOSPITAL COULD HAVE HANDLED THIS MATTER, AT I WAS MAKING PAYMENTS, AND NOT AVOIDING MY RESPONSIBILTY, BY NOT PAYING YOU ANYTHING AT ALL. I AM NOT THAT KIND OF PERSON, AND DO NOT BELIEVE IN HANDLING FINANCIAL MATTERS IN THAT MANNER AS SOME PEOPLE POSSIBLY DO. THANK YOU IN ADVANCE FOR YOUR TIME. REGARDS, [redacted]---[redacted] Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@tenethealth.comMr. [redacted] TN RE: Acct# XXXXXXXXXMr. [redacted],I have arranged to place your account on a temporary hold for next thirty days to help assist you in setting your plan back up.You will need to contact the phone number on the letter that you received from the company you are referencing to in this complaint. I can assure you that this agency is a division of our company. I have also checked with this division and they have not reported anything to the credit reporting agencies regarding your account to date. It is of the utmost importance that you contact the CFC as soon as possible to make the arrangements to ensure this account can be maintained by them.Thank you so much for contacting our facility and as always if I can be of any further assistance please feel free to contact me.Respectfully,[redacted]Patient Experience CoordinatorSaint Francis Hospital - Bartlett

False advertising - TV and print advertising say to make an appointment online for the ER, and wait at home, not in the ER. NOT TRUEI made an appointment online for 5:30 Saturday night, Jan 4th for the Emergency Room as I had an eye injury. The website stated that I could wait at home, and not in the ER if I made an appointment.After checking in and waiting over an hour, I asked the receptionist what about my appointment as I could see that no urgent cases were coming in, and that very vew patients were leaving.I was told "we do not go by the online appoinments". Since the availability of online appointments was the reason I chose St. Francis Bartlett, I simply left and suffered in pain until I could find medical attention the next day at another facility.St Francis should not be allowed to advertise online appoinments if they do not plan to even acknowledge that they exist.Thank you. Desired SettlementHave St. Francis REMOVE all advertising both TV and print regarding appointments for the Emergency Room.Business Response [redacted] RdCordova, TN XXXXXFebruary 17, 2014RE:[redacted]Encounter: XXXXXXXXXDear Ms [redacted]Thank you for sharing your concerns regarding your visit to our hospital. We take the concerns of our patients and their families seriously. We continually strive to deliver high quality, safe patient healthcare with service that exceeds the expectations of our patients and families. I have researched your concerns regarding your lack of response to your InQuickER scheduled appointment time.The patient access representative that spoke with you at the time of your arrival was not fully trained in the online process and we have since provided some additional education in regards to the process to avoid any further miscommunication in the future.As you are probably aware, patients in the emergency room are seen according to the severity of illness or injury, independent of order of arrival. All patients presenting to the facility will receive a Medical Screening Exam regardless of their ability to pay. This screening exam will determine whether or not your condition constitutes a medical emergency. If, after the Medical Screening Exam, it is determined that your condition is not a medical emergency, you may be asked to pay your co-payment or other financial obligation before receiving treatment. In the event that one or more patients with more emergent medical conditions present themselves to the hospital at your projected time to see health care professional, those patients will be seen and receive treatment prior to you. When this occurs, patients such as you may be delayed in receiving care. I am hopeful that this explanation will reassure you of our commitment to provide excellent quality patient care.On behalf of the hospital, I apologize you were not completely satisfied with your experience. The concerns brought to my attention were shared with our staff so we may continue to improve our processes and our patient flow. I want to thank you again for sharing your concerns with us. We are hopeful you will feel our actions are supportive of your concerns and should the need arise in the future we hope that you and your family will feel confident entrusting your care with us. If you would like to discuss with me further your visit or any concerns please feel free to contact me at the following number within the Patient Experience Department, Saint Francis Hospital Bartlett at XXX-XXX-XXXX.Sincerely, [redacted]Patient Experience, CoordinatorSaint Francis Hospital BartlettFinal Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I could see that NO ONE was coming in - either by foot or by ambulance in the time I waited. Very few were being called back for any further assessment of medical severity. I am very familiar with Triage, and the order was not being used. I was in severe pain, and thought I still had something stuck in my eye - but could not get past the front desk.Again - the advertising for St Francis Em Room is a FARCE

Regardless if you are paying your bill, St. Francis doesn't try to collect from insurance, send to collection when you are paying bill.I'm being billed for something that insurace has not paid on. I'm sending money. St. Francis still sent me to collection. No one has ever contacted me to discuss this. They do not maintain good contact information on their website.Desired SettlementI just want them to do business correctly and legitimately. I pay my bills. Business' Initial Response I have contacted the patient and explained the billing process. I am waiting a response from him. It is our practice to not divulge too much information regarding our response in order to maintain as much privacy as possible to our patients. We are grateful for the opportunities our patients and their families afford us in taken care of them and in making improvments in the delivery of care.