Scripps Memorial Hospital La Jolla

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 see no where in the financial policy listed on the Scripps.org that there is any policy regarding the amount of payment each month is dependent on the total bill,and the number of months? The financial assistance form is rediculous! I'm I apply to buy a house? I have just had a knee replacement and I do not have the ability to find all the required information to fill out an application for which we will not qualifyI am just going to pay the minimum of $per month as per the email on May 12,by ***This is the poorest customer service for a paying insured patientRegards, [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 belowAt no time was I ever told that by just filling out of the financial assistance form would give extended time, even if deniedWhy would I set up a payment plan for my daughters bill, which was considerably lower than mine, and not set up one for myselfDoesn't make sense now does thatSeems that the rules can be changed at willThey can do $50.00/ month with an auto debit, but not just a payment which is the same? I would like to see the policy's that stipulate these rulesSuch poor customer serviceThe information given by Scripps is not correctFrom: [redacted] < [redacted] >Date: May 15, at 13:05:PDTTo: Internet Customer Service and Collections Department Subject: Re: billHi,We are a family of What is the income for this size? I am really surprised that Scripps is so unwilling to help a 'paying' customer who is having a financial hardship at this time in their lifeI wonder what the California health commissioner will have to say about this? I will be writing to [redacted] ***, [redacted] and [redacted] MBAI will tell them what I have told the billing dept and the Supervisor's who are unnamed about our current family hardshipI will see if they can help me PAY our bill with what we can afford right now, so we can keep food on the family table, keep the electricity on etcI will be calling each one of these men in addition to a letter, asking for helpI know that my 30+ years as an RN Scripps has strived to do well in the community and strive for excellent patient careThis also includes patients well being As I have told you, as soon as our health spending account gets a retro enrollment from the State of California, we should be able to pay off almost most of the billWe are working with the State for them to correct their errorWe do not know how long this is going to take We are asking again prior to writing and calling the persons listed above to continue with the $50.00/ month payment on ***'s Scripps billWhen the bill for [redacted] and [redacted] are paid off, then we can contribute more to ***'s billI would like the name of the supervisor who denied our request, and ***.Thank you, [redacted] and [redacted] Sent from my iPhoneOn May 15, 2015, at 10:18, Internet Customer Service and Collections Department wrote:HelloAfter speaking the supervisor we are still not able to reduce the monthly instalment to $monthly With financial assistance, a family size of people can make no more than $63,annually and a family size of no more than $80, If your combined family income exceeds these amounts then you may be considered over income.Other than financial assistance and the payment arrangement there are no other options we would be able to offer at this time.Thank you Scripps Health***-----Original Message-----From: [redacted] [ [redacted] ] Sent: Tuesday, May 12, 3:PMTo: Internet Customer Service and Collections DepartmentSubject: Re: billThank you for you quick replyI will not qualify for financial assistance.We are a two income family, down to one incomeWe have Scripps bills currently for family members This is why I asked to pay $a monthWe cannot afford to pay any bigger amount until we get some of these bills paid off for [redacted] and ***My husbands employer has misplaced his paperwork for our health spending accountAs soon as they get this in place and we can apply for the funds we should be able to pay off most of the billUnfortunately, we are waiting for this action to take placeThe state has not notified us when this will happen [redacted] Read from the bottom up [redacted] On May 12, 2015, at 09:31, Internet Customer Service and Collections Department wrote:HelloWe can sent up a payment plan for you however, the minimum monthly is $monthly We will send you an application for financial assistance If approved you may be eligible for a discount and/or extended payment plan Thank youScripps Health***-----Original Message-----From: [redacted] [mailto: [redacted] ]Sent: Thursday, May 07, 2:PMTo: Internet Customer Service and Collections DepartmentSubject: billBill Number : [redacted] Phone : 619-596-***Facility : Scripps La Jolla HospitalDate of Service : 03/10/2015I have tried on numerous occasion on getting through on the phoneI was not able to speak with anyone in billingI need to set up a payment plan for this bill of $1,I can only pay $50.00/month.I am not working and I have no income.Can you please set up this arrangementThank you, [redacted] This e-mail and any files transmitted with it may contain privileged and confidential information and are intended solely for the use of the individual or entity to which they are addressedIf you are not the intended recipient or the person responsible for delivering the e-mail to the intended recipient, you are hereby notified that any dissemination or copying of this e-mail or any of its attachment(s) is strictly prohibitedIf you have received this e-mail in error, please immediately notify the sending individual or entity by e-mail and permanently delete the original e-mail and attachment(s) from your computer systemThank you for your cooperation.This e-mail and any files transmitted with it may contain privileged and confidential information and are intended solely for the use of the individual or entity to which they are addressedIf you are not the intended recipient or the person responsible for delivering the e-mail to the intended recipient, you are hereby notified that any dissemination or copying of this e-mail or any of its attachment(s) is strictly prohibitedIf you have received this e-mail in error, please immediately notify the sending individual or entity by e-mail and permanently delete the original e-mail and attachment(s) from your computer systemThank you for your cooperation Regards, [redacted] ***

Good morning,
*** *** called our office on 7/13/and spoke wih our representative ***I listened to the recorded call between *** and our representative, *** mentioned having two accounts, one for her and one for her daughter, however the only account given was the daughter
***'sAfter *** agreed to set *** up on a $per month budget plan, there was no mention of ***'s account or account numberThis was obviously a miscommunication, *** didn't ask about ***'s account and *** didn't provide her account numberPer our policy all budget plans must be paid within months. ***'s account was set up appropriately
***'s balance due is $and if she were to pay $x month it would take over months to pay the balance in full, we are unable to set a budget for $per month per our policy
On 5/12/our representive *** responded to an e-mail sent by *** and offered to sent a Patient Financial Assessment Form to completeBy completing the application we would be able to extend her budget plan up to months which would fit her needs, even if she is not approved for financial assistanceWe only need the completed form before we can extend her budget plan, *** said she would not qualify
I would strongly suggest that *** requests another Patient Financial Assessment Form and submit to our officeThe worst case scenario would be she wouldn't qualify for a discount or full write-off on her balanceBy completing this form, she would be able to pay $per month
Thank you,
*** ***

Good morning,
*** *** called our office on 7/13/and spoke wih our representative ***I listened to the recorded call between *** and our representative, *** mentioned having two accounts, one for her and one for her daughter, however the only account given was the daughter
***'sAfter *** agreed to set *** up on a $per month budget plan, there was no mention of ***'s account or account numberThis was obviously a miscommunication, *** didn't ask about ***'s account and *** didn't provide her account numberPer our policy all budget plans must be paid within months. ***'s account was set up appropriately
***'s balance due is $and if she were to pay $x month it would take over months to pay the balance in full, we are unable to set a budget for $per month per our policy
On 5/12/our representive *** responded to an e-mail sent by *** and offered to sent a Patient Financial Assessment Form to completeBy completing the application we would be able to extend her budget plan up to months which would fit her needs, even if she is not approved for financial assistanceWe only need the completed form before we can extend her budget plan, *** said she would not qualify
I would strongly suggest that *** requests another Patient Financial Assessment Form and submit to our officeThe worst case scenario would be she wouldn't qualify for a discount or full write-off on her balanceBy completing this form, she would be able to pay $per month
Thank you,
*** ***

Good afternoon,
On 10/16/15 the patient called and spoke with one of our representatives, ***She explained our budget policy to the patient and offered her the Patient Financial Assessment Application in order to extend her budget plan to monthsOur budget policy will allow an account up to months maximum to pay the balance in full, anything over months would require a completed Patient Financial Assessment FormThe patient still has time to complete the application, if she is denied for over-income that will still allow us to extend her budget up to monthsThis would satisfy the patient's request to extend her budget and pay $per month upon completing and returning the applicationI will place a day hold on the account allowing the patient time to request and complete the applicationShe can access this application on our website; scripps.org under Financial Assistance, or by calling our Customer Service line at 800-690-9070, or by e-mail; [email protected]
At this time we are unable to set a budget plan for the patient in the amount of $without the completed application per our Scripps policy
On 5/12/there was an e-mail exchange between the patient and our representative ***, her initials used on e-mails; ***
On 5/15/there was another e-mail exchange between the patient and our representative, ***
On 5/20/there was another e-mail exchange between the patient and our representative, ***
On 10/16/the patient called our office, 800-690-9070 and spoke with our representative, ***
On 10/16/the patient called our office, 800-690-and spoke with our representative, ***
Please let me know if you need additional information, I will be out of the office from 10/21/through 10/26/15, please contact my Team Lead, *** in my absence if you need more informationHer e-mail address: letran.***@scrippshealth.org
Thank you,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I see no where in the financial policy listed on the Scripps.org that there is any policy regarding the amount of payment each month is dependent on the total bill,and the number of months The financial assistance form is rediculous! I'm I apply to buy a house? I have just had a knee replacement and I do not have the ability to find all the required information to fill out an application for which we will not qualifyI am just going to pay the minimum of $per month as per the email on May 12,by ***This is the poorest customer service for a paying insured patientRegards,
*** ***

Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below.? At no time was I ever told that by just filling out of the financial assistance form would give extended time, even if deniedWhy would I set up a payment plan for my daughters bill, which was considerably lower than mine, and not set up one for myselfDoesn't make sense now does thatSeems that the rules can be changed at willThey can do $50.00/ month with an auto debit, but not just a payment which is the same? I would like to see the policy's that stipulate these rulesSuch poor customer serviceThe information given by Scripps is not correctFrom:? *** *** Date:? May 15, at 13:05:PDTTo:? Internet Customer Service and Collections Department Subject:? Re: billHi,We are a family of What is the income for this size?? I am really surprised that Scripps is so unwilling to help a 'paying' customer who is having a financial hardship at this time in their lifeI wonder what the California health commissioner will have to say about this? ? ? I will be writing to *** *** *** ***, *** * *** and *** * *** MBAI will ? tell them what I have told the billing dept and the ? Supervisor's who are unnamed about our current family hardshipI will see if they can help me PAY our bill with what we can afford right now, so we can keep food on the family table, keep the electricity on etcI will be calling each one of these men in addition to a letter, asking for helpI know that my 30+ years as an RN ? Scripps has strived to do well in the community and strive for excellent patient careThis also includes patients well being? As I have told you, as soon as our health spending account gets a retro enrollment from the State of California, we should be able to pay off almost most of the billWe are working with the State for them to correct their errorWe do not know how long this is going to take? We are asking again prior to writing and calling the persons listed above to continue with the $50.00/ month payment on ***'s Scripps billWhen the bill for *** and *** are paid off, then we can contribute more to ***'s billI would like the name of the supervisor who denied our request, and ***.Thank you, *** and *** ***Sent from my iPhoneOn May 15, 2015, at 10:18, Internet Customer Service and Collections Department wrote:HelloAfter speaking the supervisor we are still not able to reduce the monthly instalment to $monthly? With financial assistance, a family size of people can make no more than $63,annually and a family size of no more than $80,? If your combined family income exceeds these amounts then you may be considered over income.Other than financial assistance and the payment arrangement there are no other options we would be able to offer at this time.Thank you? Scripps Health***-----Original Message-----From: *** *** [***]? Sent: Tuesday, May 12, 3:PMTo: Internet Customer Service and Collections DepartmentSubject: Re: billThank you for you quick replyI will not qualify for financial assistance.We are a two income family, down to one incomeWe have ? Scripps bills currently for family members? This is why I asked to pay $a monthWe cannot afford to pay any bigger amount until ? ? we get some of these bills paid off for *** and ***My husbands employer has misplaced his paperwork for our health spending accountAs soon as they get this in place and we can apply for the funds we should be able to pay off most of the billUnfortunately, we are waiting for this action to take placeThe state has not notified us when this will happen.? *** ***Read from the bottom up***On May 12, 2015, at 09:31, Internet Customer Service and Collections Department wrote:HelloWe can sent up a payment plan for you however, the minimum monthly is $monthly? We will send you an application for financial assistance? If approved you may be eligible for a discount and/or extended payment plan? Thank youScripps Health***-----Original Message-----From: *** *** [mailto:***]Sent: Thursday, May 07, 2:PMTo: Internet Customer Service and Collections DepartmentSubject: billBill Number : ***Phone :? 619-596-***Facility : Scripps La Jolla HospitalDate of Service : 03/10/2015I have tried on numerous occasion on getting through on the phoneI? was not able to speak with anyone in billingI need to set up a payment plan for this bill of $1,I can only pay $50.00/month.I am not working and I have no income.Can you please set up this arrangementThank you, *** *** This e-mail and any files transmitted with it may contain privileged and confidential information and are intended solely for the use of the individual or entity to which they are addressedIf you are not the intended recipient or the person responsible for delivering the e-mail to the intended recipient, you are hereby notified that any dissemination or copying of this e-mail or any of its attachment(s) is strictly prohibitedIf you have received this e-mail in error, please immediately notify the sending individual or entity by e-mail and permanently delete the original e-mail and attachment(s) from your computer systemThank you for your cooperation.This e-mail and any files transmitted with it may contain privileged and confidential information and are intended solely for the use of the individual or entity to which they are addressedIf you are not the intended recipient or the person responsible for delivering the e-mail to the intended recipient, you are hereby notified that any dissemination or copying of this e-mail or any of its attachment(s) is strictly prohibitedIf you have received this e-mail in error, please immediately notify the sending individual or entity by e-mail and permanently delete the original e-mail and attachment(s) from your computer systemThank you for your cooperation
Regards,
*** ***

Good afternoon,
On 10/16/15? the patient called and spoke with one of our representatives, ***She? explained our budget policy to the patient ? and offered her? the Patient Financial Assessment Application in order to extend her budget plan to monthsOur budget policy will allow an account up to months maximum to pay the balance in full, anything over months would require a completed Patient Financial Assessment FormThe patient still has time to complete the application, if she is denied for over-income that will still allow us to extend her budget up to monthsThis would satisfy the patient's request to extend her budget and pay $per month upon completing and returning the applicationI will place a day hold on the account allowing the patient time to request and complete the applicationShe can access this application on our website; scripps.org under Financial Assistance, or by calling our Customer Service line at 800-690-9070, or by e-mail; [email protected]
At this time we are unable to set a budget plan for the patient in the amount of $without the completed application per our Scripps policy
On 5/12/there was an e-mail exchange between the patient and our representative ***, her initials used on e-mails; ***
On 5/15/there was another e-mail exchange between the patient and our representative, ***
On 5/20/there was another e-mail exchange between the patient and our representative, ***
On 10/16/the patient called our office, 800-690-9070? and spoke with our representative, ***
On 10/16/the patient called our office, 800-690-and spoke with our representative, ***
Please let me know if you need additional information, I will be out of the office from 10/21/through 10/26/15, please contact my Team Lead, *** in my absence if you need more informationHer e-mail address: letran.***@scrippshealth.org
Thank you,
*** ***
?

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 see no where in the financial policy listed on the Scripps.org that there is any policy regarding the amount of payment each month is dependent on the total bill,and the number of months.  The financial assistance form is rediculous! I'm I apply to buy a house? I have just had a knee replacement and I do not have the ability to find all the required information to fill out an application for which we will not qualify. I am just going to pay the minimum of $103.57 per month as per the email on May 12,2015 by [redacted]. This is the poorest customer service for a paying insured patientRegards,
[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. At no time was I ever told that by just filling out of the financial assistance form would give extended time, even if denied. Why would I set up a payment plan for my daughters bill, which was considerably lower than mine, and not set up one for myself. Doesn't make sense now does that. Seems that the rules can be changed at will. They can do $50.00/ month with an auto debit, but not just a payment which is the same? I would like to see the policy's that stipulate these rules. Such poor customer service. The information given by Scripps is not correctFrom: [redacted] <[redacted]>Date: May 15, 2015 at 13:05:58 PDTTo: Internet Customer Service and Collections Department <[email protected]>Subject: Re: billHi,We are a family of 4. What is the income for this size? I am really surprised that Scripps is so unwilling to help a 'paying' customer who is having a financial hardship at this time in their life. I wonder what the California health commissioner will have to say about this?   I will be writing to [redacted] and [redacted] MBA. I will  tell them what I have told the billing dept and the  Supervisor's who are unnamed about our current family hardship. I will see if they can help me PAY our bill with what we can afford right now, so we can keep food on the family table, keep the electricity on etc. I will be calling each one of these men in addition to a letter, asking for help. I know that my 30+ years as an RN  Scripps has strived to do well in the community and strive for excellent patient care. This also includes patients well being.  As I have told you, as soon as our health spending account gets a retro enrollment from the State of California, we should be able to pay off almost most of the bill. We are working with the State for them to correct their error. We do not know how long this is going to take.  We are asking again prior to writing and calling the persons listed above to continue with the $50.00/ month payment on [redacted]'s Scripps bill. When the bill for [redacted] and [redacted] are paid off, then we can contribute more to [redacted]'s bill. I would like the name of the supervisor who denied our request, and [redacted].Thank you, [redacted] and [redacted]Sent from my iPhoneOn May 15, 2015, at 10:18, Internet Customer Service and Collections Department <[email protected]> wrote:HelloAfter speaking the supervisor we are still not able to reduce the monthly instalment to $50.00 monthly.  With financial assistance, a family size of 2 people can make no more than $63,000.00 annually and a family size of 3 no more than $80,000.00.  If your combined family income exceeds these amounts then you may be considered over income.Other than financial assistance and the payment arrangement there are no other options we would be able to offer at this time.Thank you Scripps Health[redacted]-----Original Message-----From: [redacted]] Sent: Tuesday, May 12, 2015 3:05 PMTo: Internet Customer Service and Collections DepartmentSubject: Re: billThank you for you quick reply. I will not qualify for financial assistance.We are a two income family, down to one income. We have  Scripps bills currently for 3 family members.  This is why I asked to pay $50.00 a month. We cannot afford to pay any bigger amount until   we get some of these bills paid off for [redacted] and [redacted]. My husbands employer has misplaced his paperwork for our health spending account. As soon as they get this in place and we can apply for the funds we should be able to pay off most of the bill. Unfortunately, we are waiting for this action to take place. The state has not notified us when this will happen. [redacted]Read from the bottom up[redacted]On May 12, 2015, at 09:31, Internet Customer Service and Collections Department <[email protected]> wrote:HelloWe can sent up a payment plan for you however, the minimum monthly is $103.57 monthly.  We will send you an application for financial assistance.  If approved you may be eligible for a discount and/or extended payment plan.  Thank youScripps Health[redacted]-----Original Message-----From: [redacted] [mailto:[redacted]]Sent: Thursday, May 07, 2015 2:23 PMTo: Internet Customer Service and Collections DepartmentSubject: billBill Number : [redacted]Phone : 619-596-[redacted]Facility : Scripps La Jolla HospitalDate of Service : 03/10/2015I have tried on numerous occasion on getting through on the phone. I was not able to speak with anyone in billing. I need to set up a payment plan for this bill of $1,864.22. I can only pay $50.00/month.I am not working and I have no income.Can you please set up this arrangement. Thank you, [redacted] This e-mail and any files transmitted with it may contain privileged and confidential information and are intended solely for the use of the individual or entity to which they are addressed. If you are not the intended recipient or the person responsible for delivering the e-mail to the intended recipient, you are hereby notified that any dissemination or copying of this e-mail or any of its attachment(s) is strictly prohibited. If you have received this e-mail in error, please immediately notify the sending individual or entity by e-mail and permanently delete the original e-mail and attachment(s) from your computer system. Thank you for your cooperation.This e-mail and any files transmitted with it may contain privileged and confidential information and are intended solely for the use of the individual or entity to which they are addressed. If you are not the intended recipient or the person responsible for delivering the e-mail to the intended recipient, you are hereby notified that any dissemination or copying of this e-mail or any of its attachment(s) is strictly prohibited. If you have received this e-mail in error, please immediately notify the sending individual or entity by e-mail and permanently delete the original e-mail and attachment(s) from your computer system. Thank you for your cooperation.
Regards,
[redacted]

My wife has been along time patient at Scripps La Jolla. Not any longer. She has legitimate and proven health issues (pace maker, Lupus) and was treated less then human when she went in for two kidney stones. She had to fight to see a urologist who in turn admitted her to the hospital for surgery, even though the ER doctor said he would not admit her because it was a holiday weekend. Then the staff went on to treat her as though she was a burden and was faking the pain she had. She had two stones the largest was 5.8mm. And she had a hard time dealing with the physical and mental pain she was being forced to endure. This was and out right disgrace to the medical community and to the San Diego people who rely on this hospital for care. It was the most unacceptable, arrogant, un-professional care imaginable. I'm a grown man and it brought me to tears. This review, I hope, will inform other INSURED people to reconsider Scripps as a possible health care facility.

Review: I saw a Scripps physician at Scripps memorial Hospital after being referred by her primary doctor on 04/6/12. We provided insurance information at time of visit to the doctor and paid the co-pay. The doctor's office charged our insurance however it tuned out that there was a hospital bill as well that we never received for 18 months. They were sending the bill to incorrect address as they admitted on the phone, some one missed entering a digit in entering the apartment number (405 instead of 4205)and mail was getting returned.

Instead of attempting to locate me (which collection agency did) or using the insurance information that was provided at doctor's office they sent the bill to collections. Harassment followed collection calls, letters and I got negative info reported on my credit reports. The collection agency and hospital billing refused to charge our insurance since it was past 12 months. We had to pay the hospital to stop the harassment.

The end result was we have to pay bill out of pocket despite having full insurance coverage. This was a failure on Scripps Memorial Hospital part since their employees made the data entry error and we ended up getting harassed, had to pay out of pocket despite having insurance, got adverse information reported to credit report. The hospital exposes patients to their internal bureaucratic procedures i.e. doctor’s office and hospital do not share insurance information although they share social security numbers, names and addresses. They have done us a disservice and left us very disappointed.Desired Settlement: Refund for the hospital fee and removal of adverse credit reporting.

Business

Response:

Good afternoon,

The registration department entered the incorrect apartment number resulting in return mail. This account was not skip traced and the patient was not called, this account was assigned to an outside agency shortly after the first letter. By the time the patient was aware of this account, it was with the agency and too late to bill the insurance company. The patient should not be held responsible, and I have authorized a full refund of $336.60 back to her credit card. I have also cancelled this account with Progressive Management Systems and they will remove from all credit bureaus if already reported. Progressive Management Systems will also send a confirmation of deletion notice to the patient.

Thank you,

Manager, Patient Financial Services

858-657-4102

Consumer

Response:

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

My Brother was in Scripps La Jolla ICU for 2 weeks on Life Support but mentally fully capable! The Palliative care team came into the room to discuss options for my brother who had suffered a double sided stroke! The team cam in and introduced themselves to myself, my niece & my brother as the rest of the family were on their way. The Doctor walked over and stood by my brothers bed and started out by saying "you do understand that you will be on these machines for the rest of your life right". I flew out of the room furious!!!!! The Pastor followed and asked what was wrong.. I was so upset I could not believe what I heard, I completely understand about speaking realistically but I said I cannot believe that he just ripped every bit of hope out from under my brother!!!! For a Palliative care doctor he had no compassion whatsoever!!!!! He said that he wouldnt do this, wouldnt do that, he gave absolutely NO ENCOURAGEMENT AT ALL!!!! I was so angry when they left the room I leaned over my brother and told him that we were going to show him!! The Pastor did not even give signs of hope! We are from Canada, my brother has luved in San Diego for 37 years. Before leaving we made sure my brother had been transferred and settled in Vibra to start his long journey of RECOVERY because WE THE FAMILY gave him hope. When I returned to Canada I told my family member who is palliative care nurse what was done and she was TOTALLY APALLED at the comments! My mother had fractured her foot we were told by Scripps Emergency ward 2 days before returning home but turns out it was a broken foot & ankle!!!! Im sorry your hospital is absolutely gorgeous, huge, and some of the ICU nurses were AMAZING, like, [redacted]!! Thank you guys, seems like they were the only positive attitudes around us, but we made it through!! I would just like to say that the man that was told he would be on ventillator and peg and bed ridden for life is now, breathing on his own for 2 weeks, drinking fluids & practising swallowing, has mobility in the left arm & leg amd has had some sign of right foot movement and has been in a wheelchair in the last few days and this my friends have been the result of motivation, positive thinking and alot of encouragement from a Mother, Wife & Sister who WILL NEVER give up when all else did!!! So this is not were realism has taken him, only GOD & HOPE!!! Sad story but we will have a happy ending...Scripps I really suggest that instead of spending all the money you receive on the hospital which yes very important but maybevtry and send some Key Staff to motivational courses to teach them how the motivate patients not discourage and give up as my Brother had told his Son that he wanted to have him tell the doctors to pull the plug after the rest of the family left!!! Thank God

Review: I am a handicapped with spinal and rheumatoid arthritis. On October 1, 2012, I tried to refill my pain medications to several pharmacies in California but I was told they can't fill out of state prescriptions (I am a resident of Washington). I was advised by a Pharmacist to seek help and go to an emergency care. I went to Scripps. I have a few words with the nurse and then she called the E.R. Doctor. The doctor refused to listen to my health history and told me he won't be able to help me write a prescription for my pain and told me I could leave the premises. They took my vitals and that was it. I stayed in California for 14 days in pain without any pain medication and had to wait to go back to Washington to get my medications refilled.For this short visit, I was charged $470.00 and my health insurance won't help me.I don't think it's fair to charge a handicapped $470.00 seeking help with arthritis pain especially if the doctor refused to help me in any possible way.Desired Settlement: I would like a full refund. To prevent my credit rating, I went ahead and paid the bill. But I don't think it's fair to be charged $470.00 when the Doctor specifically said he couldn't help me in anyway.Regards,[redacted]###-###-####

Business

Response:

Good morning,

Any patient who comes through the Emergency Room Department will be charged for the appropriate ER Level based on nursing interventions/encounters (triage) and vitals taken. Any additional services and items would also be charge depending on the visit. We have documentation the patient was triaged and vitals were taken, the charges are appropriate and the account is not eligible for a refund. We billed the patient's insurance and they applied $399.00 towards his un-met deductible. Per our policy we are not able to discount or adjust a deductible, this was the plan the patient chose through his insurance.

Please let me know if you have any more questions.

Thank you,

Manager, Patient Financial Services

I went to Scripps ER in La Jolla in July 2013 because I was experiencing light headedness and it was scaring me. They went overboard and put me through such an absurd battery of tests without ever considering that it could have been as simple as a reaction to a new drug that I was taking. They wasted my time with MRI's, blood work and even a pregnancy test when there was ZERO chance I could be pregnant! I was billed a lot of money for all these unnecessary services and feel that the doctors were negligent in considering first that my light headedness could have been from something minor. I no longer have confidence in the doctors at Scripps La Jolla emergency and now know that I really need to be vocal about what services I allow them to perform on me. I've written to them and called several times but I have yet to receive a response. Instead they have turned my account over to collections. Consumers need more rights than we have. We would not agree to a $3,000 auto repair without an estimate up front and yet we are saddled with medical bills that we don't pre-approve and forced into paying them.

Review: 07-13-15. I called Scripps billing dept. I set up 2 payment plans of $50.00/month one for my daughter and myself. Since July I have paid $50.00/mo on both accounts. I pay my bill on line. My August 2015 payment was for $64.22 on 7-31-15.If I can pay additional money each month.

I have paid this bill every month. I called today as I received a threatening Scripps Health collection dept bill,saying that my bill remains UNPAID? I called and spoke with [redacted],she says my daughter has the payment plan, but I have no payment agreement set up on my account. She offered me a higher monthly amount for so many months.I told her that all I can afford right now is $50.00/month. I am not working and have NO income, and as per my July discussion I do not qualify for charity/financial assistance. I asked to speak with the supervisor, who was Rebecca. She did not come on the phone. Now I was offered a $50.00 month only if I set up auto withdrawal. I told [redacted] that I cannot do this that I need the flexibility to continue to pay my bill on line,based on the day my husband gets paid. No other option was provided. I am a PAYING customer, with great insurance! I am just trying to pay my bill. We are having an extreme financial hardship right now.It is uncalled for that Scripps billing cannot HELP a patient in their time of need. I am just trying to PAY my bill! This really is uncalled for and not good customer relations.Desired Settlement: I want to continue to pay my bill on line at $50.00/month and my daughters bill at $50.00 month. I will pay additional down when I can. My goal is to pay this bill off as soon as I can. I do want to warn everyone about the lack of patient compassion, flexibility with Scripps billing department. Make sure you get everyone's name,date, time and everything in writing from billing.

Business

Response:

Good morning,

[redacted] called our office on 7/13/15 and spoke wih our representative [redacted]. I listened to the recorded call between [redacted] and our representative, [redacted]. [redacted] mentioned having two accounts, one for her and one for her daughter, however the only account given was the daughter [redacted]'s. After [redacted] agreed to set [redacted] up on a $50.00 per month budget plan, there was no mention of [redacted]'s account or account number. This was obviously a miscommunication, [redacted] didn't ask about [redacted]'s account and [redacted] didn't provide her account number. Per our policy all budget plans must be paid within 18 months. [redacted]'s account was set up appropriately.

[redacted]'s balance due is $1600.00 and if she were to pay $50.00 x month it would take over 32 months to pay the balance in full, we are unable to set a budget for $50.00 per month per our policy.

On 5/12/15 our representive [redacted] responded to an e-mail sent by [redacted] and offered to sent a Patient Financial Assessment Form to complete. By completing the application we would be able to extend her budget plan up to 36 months which would fit her needs, even if she is not approved for financial assistance. We only need the completed form before we can extend her budget plan, [redacted] said she would not qualify.

I would strongly suggest that [redacted] requests another Patient Financial Assessment Form and submit to our office. The worst case scenario would be she wouldn't qualify for a discount or full write-off on her balance. By completing this form, she would be able to pay $50.00 per month.

Thank you,

Consumer

Response:

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. At no time was I ever told that by just filling out of the financial assistance form would give extended time, even if denied. Why would I set up a payment plan for my daughters bill, which was considerably lower than mine, and not set up one for myself. Doesn't make sense now does that. Seems that the rules can be changed at will. They can do $50.00/ month with an auto debit, but not just a payment which is the same? I would like to see the policy's that stipulate these rules. Such poor customer service. The information given by Scripps is not correct