Sisters of Charity of Leavenworth Health System/Exempla Healthcare

Complaint: [redacted]
I am rejecting this response because:  As mentioned in this complaint as well as my correspondence with the hospital--IF it were standard of care why wasn't it included in the estimate of out of pocket costs? AND why wasn't I given the option of whether or not I wanted/needed this 'standard of care'? Patients are not 'one sized fits all' and if it wasn't needed and I AM the one paying, why don't I have the option to opt out? Or at a minimum why is the patient not given the informed consent of cost if they are the ones responsible for the bill??
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/09/21) */
9/21/15
Dear Mr. [redacted]:
Thank you for informing us of your wife's experience with our Patient Access Representative during her hospitalization. We are committed to compassionate care and excellent services. We take complaints very...

seriously and see them as a chance to improve our services and our people.
We value your candid and honest feedback as it assists us in focusing our continuous improvement efforts. The concerns you expressed related to our payment collection process have been shared with the Director of Patient Access. She sincerely apologizes for your wife's experience and is working with our billing office to make immediate changes in this process to positively impact the experience for all patients in the future.
We are always grateful for the opportunity to be of service. Should you choose to utilize our services in the future, it is my sincere hope that you experience the excellent and compassionate service that we strive for with each patient in each interaction.
Sincerely,
[redacted]
Patient Experience Manager

Initial Business Response /* (1000, 6, 2015/07/28) */
[redacted] Manager of Hospital Billing Customer Service spoke with Mr. [redacted] today and confirmed that there are no longer any outstanding charges on his hospital account. I also apologized for the poor service he received and for not getting...

back to him with an accurate and timely response.
Mr. [redacted], thank you for taking the time out of your busy day to discuss your experience with me. I apologize again that we did not meet your expectations and hope that we will be able to earn back your respect and patronage again in the future.
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/08/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Ms. Dana was kind and very apologetic for the many mis-steps and lack of communication that led to my frustration. I am completely satisfied and this case was resolved better than I had requested or expected. Thank you very much!