Scripps Mercy Hospital

Good morning,The patient was registered on 1/23/with the address on [redacted] BlvdOn 7/13/the address was updated to [redacted] Staddress by Scripps HealthRMG is an independent company who is located within our hospital, they handle their own billing and we are two separate entitiesRMG doesn't notify us if they receive return mail for a patient, nor does ScrippsOn the date of service 1/23/RMG can update their information based on our (hospital) face sheet, however if it's incorrect, it would be up to RMG to skip trace and update their informationThe patient can notify RMG and ask them to contact me at ###-###-#### and we can let them know what we had on file and what could have happened on their end, and see if we can assist, we would not call them directly

Scripps Health doesn't have jurisdiction over RMG and how they handle their billing, we bill separately and are two separate entitiesThey are independent contractors located within our facility and they are responsible to handle their own billing, skip tracing and mail returnThey do not notify us if they receive an updated patient address, nor does Scripps notify RMG any time we updateWe can't tell by looking at any individual account if our patient has another bill with another providerIf RMG requested a face sheet from us, or after the date of service, we are always happy to provide with a written request by RMG [redacted] 's account is paid in full and was never assigned to an outside agency, there is no further action due by Scripps

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 Scripps says in their response that they had my old address ( [redacted] Blvd) in January 2017, but they updated it to the current/correct address in July Actually, you had my old address ( [redacted] Blvd) in and you updated it to the correct/current address ( [redacted] St) in I received a bill from your billing department in February for the 1/23/date of service so I know your billing department had the correct address in I am not sure why Scripps Medical gave RMG my old address ( [redacted] Blvd) in because their billing department had my correct/current address ( [redacted] St) in RMG is blaming Scripps for giving them the wrong informationI understand RMG is a separate company, BUT Scripps has a contract with RMGEven though you are separate entities, you both work together when patients visit Scripps MedicalIf RMG has a contract with Scripps and Scripps gives them the wrong information then it's Scripps who is at faultRMG only goes by the information Scripps gives themI don't understand how your billing department had my correct/current address in February 2017, but Scripps Medical gave RMG the wrong informationThere seems to be a lack of communication between Scripps Medical and RMG and the patient is the one who suffers from their mistakesPatients are already going through enough physically that they don't need mistakes like this because it adds more stress which affects their healthScripps and RMG like to blame each other instead of taking responsibility for their mistakesRMG and Scripps need to have better communication especially when it involves patients that are going through enough alreadyAlso, I am not sure why you are asking me (the patient) to call RMG for you and then you want me to tell RMG to call youYou can call RMG directly and work together to fix this messThat is not the patient's responsibilityI have wasted enough time calling Scripps and RMG numerous times trying to fix this which has added more stress and this is not even my fault!! The patient should not be fixing Scripps and/or RMG mistakesI have gone through enough and wasted enough of my time on this stressful matterLastly, I am not sure what a "Face sheet" is so I cannot comment on that, but RMG told me that Scripps Medical "electronically" sent them the wrong informationScripps needs to call RMG directly and talk with them about this and fix this mess since they are the ones who gave them the wrong informationAlso, I would like to know the name of the person who wrote the response because they did not sign their name Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Good morning,I would like to thank the patient for their letter, there is no charge if the patient left without treatment and in this case no treatment was receivedThe balance has been adjusted to zero and the account has been cancelled with Progressive Management Systems, this will be removed
from all credit bureausPlease accept our apologies for our error. Thank you,*** ***Manager, Patient Financial Services***

Scripps Health doesn't have jurisdiction over RMG and how they handle their billing, we bill separately and are two separate entities. They are independent contractors located within our facility and they are responsible to handle their own billing, skip tracing and mail return. They do not notify us if they receive an updated patient address, nor does Scripps notify RMG any time we update. We can't tell by looking at any individual account if our patient has another bill with another provider. If RMG requested a face sheet from us, or after the date of service, we are always happy to provide with a written request by RMG. [redacted]'s account is paid in full and was never assigned to an outside agency, there is no further action due by Scripps.

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.
Scripps says in their response that they had my old address ([redacted] Blvd) in January 2017, but they updated it to the current/correct address in July 2015. Actually, you had my old address ([redacted] Blvd) in 2015 and you updated it to the correct/current address ([redacted] St) in 2017. I received a bill from your billing department in February 2017 for the 1/23/17 date of service so I know your billing department had the correct address in 2017. I am not sure why Scripps Medical gave RMG my old address ([redacted] Blvd) in 2017 because their billing department had my correct/current address ([redacted] St) in 2017. RMG is blaming Scripps for giving them the wrong information. I understand RMG is a separate company, BUT Scripps has a contract with RMG. Even though you are separate entities, you both work together when patients visit Scripps Medical. If RMG has a contract with Scripps and Scripps gives them the wrong information then it's Scripps who is at fault. RMG only goes by the information Scripps gives them. I don't understand how your billing department had my correct/current address in February 2017, but Scripps Medical gave RMG the wrong information. There seems to be a lack of communication between Scripps Medical and RMG and the patient is the one who suffers from their mistakes. Patients are already going through enough physically that they don't need mistakes like this because it adds more stress which affects their health. Scripps and RMG like to blame each other instead of taking responsibility for their mistakes. RMG and Scripps need to have better communication especially when it involves patients that are going through enough already. Also, I am not sure why you are asking me (the patient) to call RMG for you and then you want me to tell RMG to call you. You can call RMG directly and work together to fix this mess. That is not the patient's responsibility. I have wasted enough time calling Scripps and RMG numerous times trying to fix this which has added more stress and this is not even my fault!! The patient should not be fixing Scripps and/or RMG mistakes. I have gone through enough and wasted enough of my time on this stressful matter. Lastly, I am not sure what a "Face sheet" is so I cannot comment on that, but RMG told me that Scripps Medical "electronically" sent them the wrong information. Scripps needs to call RMG directly and talk with them about this and fix this mess since they are the ones who gave them the wrong information. Also, I would like to know the name of the person who wrote the response because they did not sign their name.
Regards,
[redacted]

Good morning,The patient was registered on 1/23/17 with the address on [redacted] Blvd. On 7/13/15 the address was updated to [redacted] St. address by Scripps Health. RMG is an independent company who is located within our hospital, they handle their own billing and we are two separate entities. RMG doesn't...

notify us if they receive return mail for a patient, nor does Scripps. On the date of service 1/23/17 RMG can update their information based on our (hospital) face sheet, however if it's incorrect, it would be up to RMG to skip trace and update their information. The patient can notify RMG and ask them to contact me at ###-###-#### and we can let them know what we had on file and what could have happened on their end, and see if we can assist, we would not call them directly.

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.
When I visit the hospital and get imagining, doesn't Scripps give RMG my date of service, reason for visit/CPT code, and my information (address, number, and insurance info) so that RMG can bill me for part of the visit? So, RMG goes off of the information you give them. If Scripps gives RMG the wrong information then Scripps is responsible for any mistakes. RMG can only go off of what Scripps gives them and if Scripps is giving them the wrong information then Scripps would be liable for these mistakes. I don't visit RMG when I go to the hospital, I visit Scripps radiology department. So, if Scripps passes along the wrong information to RMG after my visit then Scripps is liable for these mistakes. Also, if Scripps is working with a contractor for the radiology billing then both of you should be communicating with each other the correct patient information so these mistakes do not happen. Also, I would like to know the name of the person who is responding to this complaint. They still have not provided the Revdex.com and I with their name.    
Regards,
[redacted]

My name is Mr. Rosete and I was seen there about almost two years ago off and on. The NP made malicious and incorrect allegations on my medical report, which needs to be modified if not I assume I would I have to take this up with the Medical Board as well?

Review: I had surgery yesterday and was appalled by the service I received from the nursing staff. My family were waiting in the waiting room. For two hours, they kept telling them that I was getting dressed when in fact I was still sleeping. At 6pm, I starting to wake up. I asked for some pain medicine. The nurse gave me a pill, crackers, and a glass of water. At this point, I was still lying flat on the bed. She did not sit my chair up so I had to take the medication lying down. I almost choked. The nurse came back in, took my bag of belongings, dumped them on the bed, and told me to get up, get dressed, and walk to the bathroom. She did not even offer to help me up after having abdominal surgery. I then realized that my underwear was missing. When I brought this to her attention, she rudely told me that everything in the bag was on the bed. When I kept insisting that they were not, she pulled the white bag that my belongings were in out of the garbage. My underwear was in fact in the bag. None of the nurses would tell me any information about my surgery and I had to get it from my family. I don't understand why I would be treated like this during this stressful time. .Desired Settlement: I would like this matter looked into and understand what has been done to address this poor service. I would also like a full refund of my $250.00 copayment.

Business

Response:

Good afternoon,

I had forwarded this complaint to the Patient Relations Department located at Mercy Hospital San Diego. I received confirmation by the Patient Relations Department that [redacted]'s care was appropriate. The patient had requested a refund of their payment of $250.00, however we have never received payment by this patient. Per the notes the patient requested we bill her for the co-pay of $250.00, therefore there is no refund. The patient is responsible to pay $250.00 co-pay as per our contract with her insurance.

Thank you,

Manager, Patient Financial Services

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.

This is unacceptable that they would consider that I was "handled" appropriately. I was treated horribly. I do not consider this matter resolved and want to pursue this further.

Regards,

Business

Response:

Good morning,

I will forward the patients response to the Director of Patient Relations for review again. I am in the billing office located in Sorrento Valley, and she is at the hospital. She handles quality of care issues and we handle billing issues. I will ask for another review of the patients complaint regarding her stay at the hospital.

Thank you,

Manager, Patient Financial Services

Review: I received an invoice for services rendered and made a payment against it of $50.00.The following month the same was repeated.After that,I received no other invoices to pay against from the hospital billing office.Then one day,a collection notice arrived from PMS,a medical collection agency.I contacted the hospital billing office and asked them if it was their practice to turn over for collections,customers who were making regular reasonable payments to repay their debt.The person I was talking to asked if I wanted to set up a payment plan.My response was;"I was already making payments and intended to make a payment every month until the debt was satisfied."They then asked for my credit card number and I refused to do so,and they told me I'd have to deal with the collection company then. Since then,I've made two more paymements,but I've made them in person to the cashier at the hospital.

I was making an honest effort to pay.They turned me over to a collection agency,and then they insult me by doubting my sincerity to pay by asking for a credit card number.(which I don't have anyway)

The point is,the billing dept. can recall my account from the collection firm,but won't because I bucked their authority.Desired Settlement: An apology from them and my account restored to the billing department.

Business

Response:

Dear Revdex.com and Mr. [redacted],

After reviewing the account and payment history we have agreed to cancel your account with Progressive Management Systems. This account will be removed from all credit bureaus and you will receive a confirmation of deletion notice directly from Progressive Management Systems.

We received your payments for January, February and March, since your account was not set on a monthly budget in our system, the account was automatically assigned to collections. In order to avoid this in the future, please contact our office and we will be happy to set your account on a monthly budget. We apologize for any frustration this has caused and thank you for bringing this to our attention.

I have set your account on a monthly budget as of today, your next payment of $50.00 will be due on 7/13/14, if you would like a different day during each month besides the 13th, please let me know.

Thank you,

Manager, Patient Financial Services

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.

PS; I have yet to receive an invoice from Scripps Mercy Hosp. after making an in person payment of $50.00 on 07/08/14.

I fear they are trying to pull the same scam again,denying me invoices so I won't have any way of mailing a payment.They are

forcing me to pay in person,for which,I'm going to charge time and mileage.

Regards,

Business

Response:

Dear Revdex.com and Mr. [redacted],

Your statement was mailed on 7/18/14, you should be receiving this any day now. We mailed your statement to this address:

P.O. Box 120086

San Diego, CA 92112-0086

If this is incorrect, please contact me directly at [redacted].

You do not have to pay in person, you can mail your payments to:

Scripps Health

10150 Sorrento Valley Rd.

San Diego, CA 92121

You can also pay on line if you chose by logging onto our website: www.scripps.org

Thank you,

Manager, Patient Financial Services

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,

PS Thank you,Ms[redacted]

I was admitted to the ER at Scripps Mercy where they cut my clothes off, except for my pants and shoes. My pants and shoes went to the security office to be held for security of my belongings, but when I went to get them $50 was missing from the pocket of my pants.

Also while up in the trauma unit on 10th floor, one of the nurses that takes the vitals, his first name was Michael (unknown last name), reaches onto my tray and removes an unlit, unsmoked cigarette from my tray table stating, "He was going to throw it away because there was no smoking allowed." I pointed out to him that clearly I wasn't smoking and told him to give me back my cigarette, but he refused. I was too week to even pull my blood pressure cuff off to reach over and take it back. He left the room with my cigarette. Now wether you think smoking should be banned in San Diego, in all areas or not, the fact remains that it is not banned in city limits and he had no business removing my property from my possession.

To make matters worse he kept returning to my room which I shared with two other girls and taunting me. He was taking my blood pressure a second time and told me, "My oxygen level was low and if I quite smoking it would help." I directed him to get out of my space.

Because of these two things I got up and left the hospital against doctors orders, no prescription for pain, no discharge instructions and no referral was given.

I will be pursuing this and filing a complaint with the proper agencies as well.