Sierra Vista Regional Medical Center

Complaint: I am rejecting this response because: As is typical with every step of this painful process, Sierra Vista has provided mis-information at a snail's pace While I didn't have the foresight to record the exact timing of the procedures and events, I certainly disagree with the so-called "chart review" You might wonder: how could I possibly disagree with their timeline, when I don't have any records of my own? Well, fortunately, I kept all of the paperwork they gave me on the day of treatment -- including the receipt given to me for the $visit fee, which as you may know, is required to be paid prior to dischargeThis receipt has been attachedThe transaction date and time on the receipt are 4/8/at 3:34:PM At risk of being redundant, I'll explain even furtherSierra Vista claims many "times" in their "chart review", but lets just focus on the last: patient discharge at 13:(that's 1:25pm, for us regular folks)How is it possible that I was discharged at 1:25pm, but paid their visit fee prior to discharge at 3:34pm? I can't speak for Sierra Vista, but I can promise you that I don't own a time machineIf I did, I would go back and knock myself out with a brick before I made the incredibly stupid choice of visiting this hospital We could also discuss their dates at the top of the letter -- In reality, my complaint was filed on 6/4/2014, and I received confirmation from the Revdex.com on 6/5/at 12:15pm that it was sent to Sierra VistaThis confirmation message has been attachedTo recap Sierra Vista's version of events, they stated that they received "your letter dated June 16, regarding the complaint from Mr [redacted] on 6/17/2014" Again, at risk of being redundant: how did Sierra Vista receive a letter from the Revdex.com about my complaint...prior to my complaint date? And why are both their dates weeks off from reality? More importantly, why has it taken Sierra Vista more than weeks to reply to this? In regards to my phone call with Sierra Vista: they constantly insist that I asked for an itemized statementIn reality, I asked for an itemized statement on 4/8/14, the date I received treatmentI also requested copies of the x-rays they took at this timeI received neither The phone call was actually made to dispute the charges to my accountI was not only constantly interrupted and treated rudely, but was finally told I couldn't make a dispute unless I had an itemized receiptSee a theme here? When I asked to speak to a supervisor, I was denied that rightSierra Vista is correct about one thing: They did send my another receipt after that phone callit is attachedSo is the original receipt they gave me, which they said didn't contain enough information to dispute the charges on my accountBoth documents contain the exact same trivial amount of information -- an $charge for x-rays, and a $1,charge for "Emergency Room"That is their "itemized" receipt's explanation in its entirety Finally, let's get down to brass tacksWhat matters is that I was lied to, treated, and charged for a Emergency Room visit when I specifically asked not to beHowever, that is my word against theirsOr rather, my word against their anonymous nurse that I briefly spoke to in the waiting area that they somehow had record of and allegedly questioned about a service that was rendered more than months agoThere's a lot of italicized words thereI hope the skepticism is clear President Truman is famous for having said, "The buck stops here." Clearly, [redacted] , [redacted] , [redacted] ***, and everyone else from Sierra Vista that has been involved with this spectacle have never heard of thatThey blame the insurance company BlueCross, they blame their billing company Conifer, they blame meThey have dodged the true subject of this complaint, which is about their extreme lack of respect, and they dodge the underlying cause of the complaint, which is their intentional misdirection and overcharging of a patient through the ER, despite specific requests to be treated elsewhere I am not the first to be treated this way by Sierra Vista, and one only has to go to their Yelp page or any other review site to see thatBut how trustworthy is Yelp? Not sure, but fortunately, we have more important information than that: In 2003, in SIERRA VISTA REGIONAL MEDICAL CENTER vDiana MBONTA: "[Sierra Vista] called for the state to reimburse [them] for providing inpatient care in its neonatal intensive care unit at a rate which was greater than the rate agreed upon for other servicesThe state determined [Sierra Vista] had wrongfully sought reimbursement for services which did not qualify as neonatal intensive care services[Sierra Vista] unsuccessfully challenged the state's decision administratively, then challenged the decision by means of a petition for writ of administrative mandateThe trial court denied the petition and entered judgment in favor of the state." So, this isn't the first time Sierra Vista has tried to charge more for servicesBut that was years ago...let's talk This year, 2014, Sierra Vista lost a $million lawsuit due to the wrongful death of a patient and conspiring to cover it up through generation of fabricated reportsThe jury agreed that the hospital attempted to hide the wrongful cause of death of 42-year-old Tyrone Taylor of Arroyo GrandeThe family was awarded $million dollarsYou read that right...This year, Sierra Vista was caught and tried for lying and fabricating reports I admit, my case is certainly less extreme than a wrongful deathbut they are caught lying againJust from above, I have shown: their dates don't match reality, their times don't match reality, their "itemized lists" are intentionally vague, they have fabricated an anonymous "nurse" to agree with them, they have delayed until the final possible moments to respond to my requests, they have delayed responding to the Revdex.com, and they have refused me time and time again for customer service Where there is smoke, there is fireI'm beginning to wonder, if they have lied (or are simply misinformed) about this simple information, what else are they lying about? What else have they fabricated in order to overcharge other patients? Perhaps this issue is a matter better suited for the IRS, or another government agencyPerhaps I need to take this to the next levelWe can leave that up to Sierra Vista To Sierra Vista, I can only ask: Why? You are supposed to help people, not take advantage of them - that's what healthcare is all aboutBut so far, you have shown that your opinion of healthcare is just another business model that is capable of immense profits...and all you have to do is lie to achieve themI am curious to see what lengths you will go to in order to continue to take advantage of another human being, or perhaps you'll amend your ways and stop all this nonsense Also, in relation to the letter you sent me: Please refrain from excluding the Revdex.com when contacting me about this caseI didn't enjoy your abuse of my contact informationThere is a reason the Revdex.com is included in this transaction -- please do not try to step outside them again Sincerely, [redacted] ***

Thank you for bringing this matter to our attentionWe will promptly investigate the matterSincerely Jessica Gruendler RN-BC, MSN
Department of Clinical Quiality Improvement

Complaint: 10078544
I am rejecting this response because:
 
As is typical with every step of this painful process, Sierra Vista has provided mis-information at a snail's pace.
 
While I didn't have the foresight to record the exact...

timing of the procedures and events, I certainly disagree with the so-called "chart review".
You might wonder: how could I possibly disagree with their timeline, when I don't have any records of my own? Well, fortunately, I kept all of the paperwork they gave me on the day of treatment -- including the receipt given to me for the $100 visit fee, which as you may know, is required to be paid prior to discharge. This receipt has been attached. The transaction date and time on the receipt are 4/8/2014 at 3:34:08 PM.
 
At risk of being redundant, I'll explain even further. Sierra Vista claims many "times" in their "chart review", but lets just focus on the last: patient discharge at 13:25 (that's 1:25pm, for us regular folks). How is it possible that I was discharged at 1:25pm, but paid their visit fee prior to discharge at 3:34pm? I can't speak for Sierra Vista, but I can promise you that I don't own a time machine. If I did, I would go back and knock myself out with a brick before I made the incredibly stupid choice of visiting this hospital.
 
We could also discuss their dates at the top of the letter -- In reality, my complaint was filed on 6/4/2014, and I received confirmation from the Revdex.com on 6/5/14 at 12:15pm that it was sent to Sierra Vista. This confirmation message has been attached. To recap Sierra Vista's version of events, they stated that they received "your letter dated June 16, 2014 regarding the complaint from Mr. [redacted] on 6/17/2014".
 
Again, at risk of being redundant: how did Sierra Vista receive a letter from the Revdex.com about my complaint...prior to my complaint date? And why are both their dates 2 weeks off from reality?
More importantly, why has it taken Sierra Vista more than 3 weeks to reply to this?
 
In regards to my phone call with Sierra Vista: they constantly insist that I asked for an itemized statement. In reality, I asked for an itemized statement on 4/8/14, the date I received treatment. I also requested copies of the x-rays they took at this time. I received neither. 
 
The phone call was actually made to dispute the charges to my account. I was not only constantly interrupted and treated rudely, but was finally told I couldn't make a dispute unless I had an itemized receipt. See a theme here? When I asked to speak to a supervisor, I was denied that right. Sierra Vista is correct about one thing: They did send my another receipt after that phone call... it is attached. So is the original receipt they gave me, which they said didn't contain enough information to dispute the charges on my account. Both documents contain the exact same trivial amount of information -- an $817.82 charge for x-rays, and a $1,182.44 charge for "Emergency Room". That is their "itemized" receipt's explanation in its entirety.
 
Finally, let's get down to brass tacks. What matters is that I was lied to, treated, and charged for a Emergency Room visit when I specifically asked not to be. However, that is my word against theirs. Or rather, my word against their anonymous nurse that I briefly spoke to in the waiting area that they somehow had record of and allegedly questioned about a service that was rendered more than 2 months ago. There's a lot of italicized words there... I hope the skepticism is clear. 
 
President Truman is famous for having said, "The buck stops here." Clearly, [redacted], [redacted], [redacted], and everyone else from Sierra Vista that has been involved with this spectacle have never heard of that. They blame the insurance company BlueCross, they blame their billing company Conifer, they blame me. They have dodged the true subject of this complaint, which is about their extreme lack of respect, and they dodge the underlying cause of the complaint, which is their intentional misdirection and overcharging of a patient through the ER, despite specific requests to be treated elsewhere. 
 
I am not the first to be treated this way by Sierra Vista, and one only has to go to their Yelp page or any other review site to see that. But how trustworthy is Yelp? Not sure, but fortunately, we have more important information than that:
 
In 2003, in SIERRA VISTA REGIONAL MEDICAL CENTER v. Diana M. BONTA:
"[Sierra Vista] called for the state to reimburse [them] for providing inpatient care in its neonatal intensive care unit at a rate which was greater than the rate agreed upon for other services. The state determined [Sierra Vista] had wrongfully sought reimbursement for services which did not qualify as neonatal intensive care services. [Sierra Vista] unsuccessfully challenged the state's decision administratively, then challenged the decision by means of a petition for writ of administrative mandate. The trial court denied the petition and entered judgment in favor of the state."
 
So, this isn't the first time Sierra Vista has tried to charge more for services. But that was 10 years ago...let's talk 2014.
 
This year, 2014, Sierra Vista lost a $4 million lawsuit due to the wrongful death of a patient and conspiring to cover it up through generation of fabricated reports. The jury agreed that the hospital attempted to hide the wrongful cause of death of 42-year-old Tyrone Taylor of Arroyo Grande. The family was awarded $4 million dollars.
You read that right...This year, Sierra Vista was caught and tried for lying and fabricating reports.
I admit, my case is certainly less extreme than a wrongful death... but they are caught lying again. Just from above, I have shown: their dates don't match reality, their times don't match reality, their "itemized lists" are intentionally vague, they have fabricated an anonymous "nurse" to agree with them, they have delayed until the final possible moments to respond to my requests, they have delayed responding to the Revdex.com, and they have refused me time and time again for customer service.
 
Where there is smoke, there is fire. I'm beginning to wonder, if they have lied (or are simply misinformed) about this simple information, what else are they lying about? What else have they fabricated in order to overcharge other patients? Perhaps this issue is a matter better suited for the IRS, or another government agency. Perhaps I need to take this to the next level. We can leave that up to Sierra Vista.
 
To Sierra Vista, I can only ask: Why? You are supposed to help people, not take advantage of them - that's what healthcare is all about. But so far, you have shown that your opinion of healthcare is just another business model that is capable of immense profits...and all you have to do is lie to achieve them. I am curious to see what lengths you will go to in order to continue to take advantage of another human being, or perhaps you'll amend your ways and stop all this nonsense.
 
Also, in relation to the letter you sent me: Please refrain from excluding the Revdex.com when contacting me about this case. I didn't enjoy your abuse of my contact information. There is a reason the Revdex.com is included in this transaction -- please do not try to step outside them again.
 
Sincerely,
[redacted]

Review: I was admitted to the ER quickly for an irregular/skipping heartbeat. However, I spent 3 hours waiting to see a doctor. After 2 hours I asked a nurse if I was going to see a doctor soon and she said yes and arranged for a blood draw and chest x-ray. Several newly admitted patients saw a doctor immediately. I know this because I could hear a doctor in the station next to where I was dealing with the new people. I believed that I was being held because I had good insurance + Medicare. After more than an additional hour (3+ total) I left due to not seeing a doctor. I later received an EOB from Medicare indicating that I received an EKG and saw a doctor which I did not. There were additional charges for services that were not performed. I have advised Medicare of this and they are pursuing resolution. I also received a patient bill for these same non-performed services, but when I advised them that I would not pay for them, they said "Your bill is paid in full". Someone needs to investigate their procedures and billing practices.Desired Settlement: Revise/remove the services charged to Medicare and my insurance company that were not performed. I also would like a letter of apology.

Business

Response:

Thank you for bringing this matter to our attention. We will promptly investigate the matter.Sincerely Jessica Gruendler RN-BC, MSNDepartment of Clinical Quiality Improvement

Review: I went into the Medical Center seeking treatment for my foot. I am a runner, and I was worried I had a fracture. I walked in, explained the pains in my foot, and explained to the nurse that I didn't need emergency treatment and asked where I should go. They sat me in the ER waiting room and said they'd treat me here. Again I stressed it wasn't an emergency, and they said that it was fine.I sat waiting for 45 minutes before being moved into a shared room. I then waited about an hour and a half, at which point they took x-rays of my foot. Eventually, the physician entered, told me there were no fractures and I could be on my way. I thanked them. I asked for copies of the x-rays (a service they agreed to provide) and then walked to the desk to pay. It was $100 - not atypical. I asked for an itemized bill, they agreed. The service was overall rude and blunt, but at least my foot wasn't broken.A month later, I received a bill for $2000. They billed me for an Emergency visit - after I specifically explained that I didn't need it, and specifically asked to be directed to a non-emergency section for service! I also never received my x-rays, and didn't receive an itemized list.Upon calling their Customer Service line, I made a few polite inquiries, and was directed to a customer service agent: Cathy C. She continuously interrupted me during my explanation to tell me they couldn't do anything for me. I could hardly finish a sentence, let alone explain the situation. I finally got frustrated and asked to speak to a supervisor instead - she denied me, saying "he couldn't do anything to help me".I asked if this was the correct number to dispute claims - she said they wouldn't change the charge. I asked who I could call, since this was the number provided on the bill to dispute charges...she said I would have to call back to the same number (she just said they couldn't help with disputes!) when I had received my itemized list (which I had asked for a month ago!).Desired Settlement: They didn't send the itemized list, I never got a copy of my x-rays, and then they charged me for an ER visit -- that I intentionally explained before receiving treatment that I didn't want or need. When I called customer service, I was denied service and treated even more rudely!Eventually, I'd like the "Emergency Room" charge to be revoked (or at LEAST lessened) - but really, I just would like for them to work with me! Someone professional to talk to that is actually willing to help!

Consumer

Response:

Review: 10078544

I am rejecting this response because:

Review: Was charged a total of $976 for less than a half an hour of services with only basic subscription written. Every time I attempt to call to get more information on the claim or negotiate a payment plan I am either left on hold, referred to call back number, or email.All of which I never receive any response.Desired Settlement: Either a simple call back from a representative or email correspondence to negotiate claim.

Business

Response:

Thank you for bringing this matter to our attention. We will promplty investigate the matter.

Sincerely,

J[redacted]

Peer Review/Joint Commission Coordinatoor