Sutter Roseville Medical Center

I was yanked down my stairs on saturday by my dog..I did a faceplant at the bottom on the cement..arms over my head..went to mercy...they basically stiched my arm, wrapped it, and sent me home..they had x-rayed my arm an 2 guys...one was a paramedic intern and the other...idk..a nurse I guess..LIED to my face telling me they saw my x-ray and its not broken...forced my arm up so they could flush it and stitch it...then wrapped it and sent me home..so sunday night I noticed my hand was really swollen...so this time I went to Sutter (which is where I originally wanted to go). Sutter parked me for 10 hours in front of the nurses station..they did x-ray...got my antibiotics and something for pain..I finally got the tetnus shot.. Turns out I did break my elbow! The male nurse I had was anything but friendly..in fact he and some other nurses were mumbling back and forth and laughing..I chalked it up to...the meds were making me paranoid and tried to rest...my boyfriend showed up while I was sleeping ...He looked upset..I just figured he was worried.. My nurse had left to lunch Im assuming because he was still around..but he had passed me off to a new nurse...Michelle... Michelle had told me once my IV was done I could walk around outside..I had been inside all day and was climbing the walls.. This male nurse came back and said no..I cant go outside...Then he went behind the counter and was mumbling to some group of nurses and doctors and they all laughed and looked at me...That was it for me..I knew it wasn't the medication...They WERE talking about and laughing at me...I told Michelle I wanted to go home..I can't be here..I was close to tears and pretty sure she knew why...and she wasn't happy with her coworkers..I know she could hear them..She was really nice to me and told me she advised against it, but I was so upset, so she told me to see my doctor..I promised her I would...and I will. As we were leaving, my boyfriend told me what they were saying..one of which was about he and I both..They apparently didn't approve of our age difference! It was like watching a soap opera..I don't watch those for a reason. They had one job...and it wasn't to make fun of me...it was to be a nurse or doctor and take care of the medical conditions. I suffer from anxiety as it is..I stress at bothering people..don't like being taken care of.. I may be what they call a bad patient.. But every single person who was talking smack about me and other patients are HORRIBLE Doctors and Nurses. I still love Sutter... but will never go back to the Sutter Roseville.

I would like to file a formal concern regarding my treatment at Sutter Roseville emergency room by Dr. Wallace Blake McKinney. I do not expect my doctor to be kind or necessarily empathetic although it would be appreciated. With that being said, I do expect to be treated in a professional manner, with my symptoms being taken into consideration as well as my past medical history. I was diagnosed at this same facility 3 years ago with a brain tumor. I was transferred to UCSF for surgery due to the complicated nature. I then received radiation at Sutter Oncology by Dr Wolkov. Other than memory and some cognitive issues I recovered. In between this time and now I have had no emergency room visits, no pain medication prescribed, and pretty much have just been on my own. 3 months ago I started having agonizing headaches that became more frequent and more intense, which I tried to treat myself with natural products and over the counter pain relief. This worked for a little while. 2 weeks ago the severity of these headaches broke me and I knew I needed help. I absolutely did not want to go to the hospital, it was a stressful and painful reminder of all that I had lost. But I was desperate for relief. During this 2 week period I came to the hospital ER 3 times. Twice for pain, and this last time I spoke with a nurse seeking guidance as I was embarrassed to go to the ER again, but I had something pop in my brain that I both felt and heard followed by a clear liquid that started pouring from my nose and was advised to seek medical attention immediately at the ER. During my consultation with the physician he asked me if he did another ct scan would he see anything different. I was confused by this question because how could I possibly know the answer. He then asked what I wanted from him for treatment. Again, how could I possibly know that. He then began asking about medication I had been prescribed (by this facility) how much I had left, and that I had been prescribed medication improperly. That I shouldn’t be taking it and that he was trying to do good for me by telling me this. I was even more confused now, as I hadn’t asked for medication nor complained of pain, my primary concern and the reason I was referred to ER was due to the popping in my head and the fluid draining out of my nose which he never addressed or asked any questions about. He said he was going to run a ct to make sure I wasn’t bleeding on the brain and other than that I was on my own. He sent my daughter and I back out to the waiting room to await the ct. My daughter started crying because she is afraid for my life and this man clearly only had disdain for me, did not take me or my symptoms seriously and only wanted to get rid of me. He told me that I looked fine and was speaking fine and didn’t know why I was there. When I went in 3 years ago with a brain tumor I also looked fine and was speaking fine. I have fought to hard and survived to much to be mistreated by an Er dr who is more concerned about his paycheck than his patients. When I get my referral to a neurologist I will be sharing this incident with him to ask their opinion if I was treated properly in regards to my symptoms. I believe this man is dangerous and he is going to let someone die because of his inability to properly assess a situation, perhaps the ER is not the place for someone who lacks this important trait.

I am rejecting this response because: This is unacceptable charging me 1,to look up my nostrils that took less than minutes, but as I recall it was more like minute for each nostrilI would never have this procedure done that costs $24,for a minute procedure and I be charged $4,of that expenseYou ripped me off once it will not happen again, I guess I would rather not breath than get robbed againSutter Health needs huge improvements on communication with there patience, Sutter also needs to quit passing the problem to the patient and take responsibility for their actions on expenses that have not been relayed to the patient, you need to be proactive and not ripoff artist

Upon reviewing the patient's medical record it is clear that a discussion regarding the performance of the nasal endoscopy procedure occurred. Physicians do not typically discuss the charges and billing of services during the clinical assessment unless the patient specifically asks. The
procedure requires sophisticated equipment and the skill of a trained physician to carried out successfully. There is no mention in the complaint that there were any clinical issues regarding the procedure.In an effort to show good will to the patient for our lack of clear communication regarding additional charges we will adjust off the surgical procedure charge for this case. We trust that this will provide the remediation the patient desires.Thank you,*** ***Director, Revenue Cycle, Sutter Medical Foundation

Your email was received and your concerns are very important to usBecause HIPAA federal law requires Sutter Health to protect our patient’s confidentiality we are unable to discuss or share any patient data elements at this time. To discuss this account in detail please contact us by phone
at *** Monday through Fridaybetween the hours of 7:00am and 5:00pmPlease note that we do experience higher call volumes on Mondays and Tuesdays.Thank you for choosing Sutter Health. Sutter Shared Services Contact CenterPhone: *** ***Fax: *** *** *** ***Roseville, CA 95661*** ***

I am rejecting this response because: 1) The physician provider that treated my daughter during the same ER Visit sent a claim indicating level emergencyThis is another evidence proves that Sutter should have charged for level as indicated by the physicianThe ER emergency level code should be consistent with physician's emergency level code. 2) Sutter admitted that during the ER visit they gave me an estimate of $for the costHowever, the final charge was $plus $for the doctorThey have not provided any explanation for this huge increase in the cost especially when we know that the estimate was given to me after the care was completed and just before my daughter was dismissedSo there should not be a major change in charges. The facts are:a) $estimate given to me right before my daughter was dismissed.b) The physician documented a level emergency.c) Sutter doesn’t respect my right to get a final charge that is close to the estimate.d) Contrary to the physician documentation, Sutter charged me for level emergency(Physician documented level emergency) Sutter should take responsibility for this situation and respect my right for getting a fair final charge that is not extremely higher than the estimate(Estimate was $and final charge was $plus $for the doctor). No consumer protection agency will approve this unfair, unjustified huge increase in cost between the estimate and the final bill(Final charge is more than double the estimate).Please see attached:1) Physician statement that shows level emergency bill.2) Letter from Sutter indicating ER estimate of $

RE Revdex.com Complaint number [redacted]. I am responding on behalf of Sutter Roseville Medical Center to the referenced complaint. A letter was sent to the consumer on June 1, 2017 addressing their various concerns.Thank you, [redacted].  [redacted], RNQuality/Risk Management...

CoordinatorPhone: [redacted]    Fax: [redacted]

Please see attached invoice. As I told you , when I spoke with Sutter Roseville Medical Center, they confirmed with me that my balance was zero.

Hi [redacted],I am emailing you in regards to my complaint 11813506 that I submitted to Revdex.com. My complaint was closed because I did not sign the form that Revdex.com wanted me to sign. What happened was that I actually DID NOT see that email at all for some reason and I was surprised to hear from...

 Revdex.com that my complaint is closed. I have attached the signed form to this email. Please reactivate my complaint per our discussion over the phone. Thank you!Please confirm receipt. Sincerely,

A final response has been sent to the patient addressing her
additional concerns, which have now been resolved.  This complaint has no further appeal
mechanism for this individual and we consider this matter closed.

Review: I have been having problems breathing through my nose for years and I asked my primary physician Dr. [redacted] M.D. for a referral to see if I can get the problem fixed. Dr. [redacted] referred me to ear nose and throat specialist Dr. [redacted] M.D. I met with Dr. [redacted] to find out what my nasal issue is, after my exam Dr. [redacted] advised that my right nasal canal was partially closed. After receiving the bill with descriptions for payment 99203 OV New Pt. Lev 3 $295.00 and 31231 Pr Nasal Endo Diag $804.00 totaling $1,099.00 for someone to look up my nose. I was never advised upfront for someone to look up my nose that I would be charged $1,099.00 for an office visit. If I would have known this additional cost, I would not have chosen to have the Nasal Endo done. I understand that I am responsible for my insurance deductible, but I would have never paid $1,099.00 for someone to look up my nose, I feel that Sutter Health Foundation has a responsibility to advise there patients of additional expense prior to an office visit.Desired Settlement: I feel I should pay for the $295.00 for the new patient office visit. I would not have authorized the additional $804.00 for a Nasal Endo scope. No one in there right mind should have to pay $1100.00 for someone to look up there nose.If I had known this outrageous price before hand I would have never gone to Dr. [redacted].

Business

Response:

Upon reviewing the patient's medical record it is clear that a discussion regarding the performance of the nasal endoscopy procedure occurred. Physicians do not typically discuss the charges and billing of services during the clinical assessment unless the patient specifically asks. The procedure requires sophisticated equipment and the skill of a trained physician to carried out successfully. There is no mention in the complaint that there were any clinical issues regarding the procedure.In an effort to show good will to the patient for our lack of clear communication regarding additional charges we will adjust off the surgical procedure charge for this case. We trust that this will provide the remediation the patient desires.Thank you,[redacted]Director, Revenue Cycle, Sutter Medical Foundation

Consumer

Response:

I am rejecting this response because: This is unacceptable charging me 1,099.00 to look up my nostrils that took less than 5 minutes, but as I recall it was more like 1 minute for each nostril. I would never have this procedure done that costs $24,000.00 for a 30 minute procedure and I be charged $4,800.00 of that expense. You ripped me off once it will not happen again, I guess I would rather not breath than get robbed again. Sutter Health needs huge improvements on communication with there patience, Sutter also needs to quit passing the problem to the patient and take responsibility for their actions on expenses that have not been relayed to the patient, you need to be proactive and not ripoff artist.

Review: On May 9, 2012 I had a car accident on freeway. My car was impacted with two concrete walls of the freeway 80 across of street of the Sutter Hospital. All four sites of my Lexus been damaged due to hard impact with the concrete wall. This was very first and difficult car accident in my life. Allstate Insurance Company accepted the full 100% liability for this accident. Allstate paid for our car damages, but when I requested to pay for my medical bills (one of the bill was from Sutter Roseville Medical Center)and working compensation (I was on about 10 days out of work, due to very hard abdominal and back pain) then Allstate adjuster refuses to pay and she told me this, because of: On May 11, 2012 you was in the Sutter Roseville Medical Center (Patient 7525544, Acc#00046357539, DOB: 07/02/1979) and they report us what you been there in the hospital not because of the car accident and as of additional proof of that they already charge your Hospital fees from your Insurance company. After I heard this Ive been shocked because of this information is lie and I would like to know who is lying to me. When I came to Sutter Roseville Medical Hospital Emergency room the representative on the registry been aware about the car accident (I have witnesses with me) and she ask me if I have Claim Number, but I told her what I had no claim number with Car Insurance Company with me, then she told me to provide my Insurance Card information to put on file and I gave this Information to her. When Doctor seen me we also told him what I had a car accident and now I had abdominal and back pain. And I barely can walk and work due to pain.Desired Settlement: Now, I would like to have a copy from Sutter Roseville Medical Center of what Sutter Roseville Medical Center report to the Allstate Insurance Company. Also, I would like to inform Sutter Roseville Medical Center what I seen my primary Doctor as follow up appointment from Hospital ER. He is registered this car accident and can proof this. But WHY the Sutter Roseville Medical Center reported what my ER visit was not connected to the car accident. This it FRAUD!Now, I demand Sutter Roseville Medical Center to report back to Allstate Insurance Company what my ER visit been due to the Car Accident with the back and abdominal pain within next 5 business days. Also, I would like to have a copys of all this reports. Dear Revdex.com, I need your help to resolve this issue voluntarily. If will not have positive answer from Sutter Roseville Medical Center in the next 5 days I will tell my attorney YES and will file the complaints with the court and my primary Doctors are ready to come to the court to

Business

Response:

I was copied on this complaint, but I no longer work for Sutter Sacramento Sierra Region. The e-mail was correctly sent to [redacted].

Business

Response:

I am writing in follow up to your letter to the Revdex.com where you requested to know what was reported to your automobile insurance company and you requested that the reason for your visit to the SRMC Emergency Department (ED) on 5/11//12 be changed to reflect that it was in follow up to an automobile accident.

Enclosed please find a Request for Amendment of Health Information Form and an Authorization for use or Disclosure of Health Information Form. You can fill out these form and mail or fax it to the following address:

Release of Information

Health Information Management

Sutter Roseville Medical Center

1 Medical Plaza

Roseville, CA 95661

Fax ###-###-####

In the Request for Amendment you can ask that the diagnosis as determined by the physician, be reconsidered or changed. The physician will review your request and you will be notified within 30 days of the physician’s decision to amend or not amend the record.

Additionally you can obtain a copy of your medical record by completing the Disclosure of Health Information Form which will provide you with documentation about the reason you provided for visiting SRMC ED 5/11/2012.

If you have any questions regarding the form, please call Release of Information at ###-###-####.

Thank you for choosing Sutter Roseville Medical Center. Please let us know if we can be of further assistance.

Review: I received a bill for a intital visit that I had with a provider at your facility.I called and scheduled what I was under the impression was my 1 FREE

I received a bill for a intital visit that I had with a provider at your facility.I called and scheduled what I was under the impression was my 1 FREE yearly visit. I didn have any pending problem,I just wanted to get the preventative appt scheduled.so I called and stated I wanted to schedule that appt with a provider. I went in and filled out the new pt questionarre/wellness form that asks about my past medical history. During my visit the provider asked about my past medical history and he did head to toe physical he checked my breast, he checked for a hernia and the only reason my gerd was brought up is because I put in on the intake form,and I informed the provider that that was the only medical problem I have ever had.I have started to receive bills stating that this visit was not covered at 100 percent througn my insurance.and that I owe for 235.00,I was informed by the billing office at sutter that you have to establish care with Provider prior to getting that visit. iwas not told that that I would have pay any portion of this bill. I would not have ever went to this provider knowing that I would have to pay such a hefty bill for a preventative medicine visit. to show how there office routinely misbooks appts I have an email from a sutter provider stating that they would schedule me a PAP visit in a physical slot. this is common practice at this facility, I know of several people that this has happened to. I dont have the funds to pay for this.I didnt receive any perscriptions until I Email the provider the next.we discussed hernia's, hemorrhoids, itchy nipples,GERD, overweight and my dry skin. This visit was nothing more than a preentative one. My appt was on 5 july 2013.Desired Settlement: I wan this facility to to eat this bill based on there practices. Im not sure if the appt slots are created incorrect. or the coders are coding wrong, but I went in for my FREE yearly exam.

Business

Response:

The decision to provide a comprehensive preventive visit when a new patient is establishing care is a clinical choice determined by the treating physician. Most of the Sutter physicians prefer to establish care with a patient via a standard office visit before scheduling a comprehensive physical exam. This protocol is normally clearly explained to the patient at the time they are scheduling their initial visit with the physician. We were unable to obtain the recording of the scheduling call with Ms. Smith and therefore cannot be assured that she received a sufficient explanation of this process. In this case we have determined it is appropriate to adjust of Ms. [redacted] co-insurance of $231.17 for the office visit on 07/05/2013. We trust this will meet Ms. [redacted] needs.

Consumer

Response:

(The consumer indicated he/she ACCEPTED the response from the business.)

I accept this offer because it zeros out the bill that I was incorrectly billed.

Review: I paid in full for visit for child in my care at time of appointment and per office staff I was completely paid up. I had taken this same child to same location 30 days prior and was charged 232.40 (332.00 with 30% discount for paying within 10 days of appt) at that time and told that subsequent visits would be less at total cost of $222.00 before 30% discount for payment within 10 days, as new patients are charged more and once in system subsequent appointments are less. I was given this exact $ amount quote by your office staff at the urgent care clinic. Now I am being billed the same amount as the 1st appt through the mail and being told that I owe a additional $77 - child was seen for same complaint as prior appt. I already requested review of bill, and nothing was changed. The bill is contrary to the information I was provided on 2 separate visits by clinic employees stating how much the bill would be, and I left the clinic in good faith with payment in full both times. I'm not paying this additional amount. I brought in a child that I care for out of kindness as his mother is completely neglectful and not taking care of his medical issues, and in return from you guys I get screwed. I am not OK with "bait and switch" tactics from any company - you quoted one price, and I left the office with a receipt for payment and understanding that I was paid in full.Our account # is [redacted] - please contact me if you need to confirm additional personal details re: account so it is not posted publicly.Desired Settlement: Remove the additional $77.00 charge as your own employees previously stated I was paid in full, and I paid for both visits in good faith.

Business

Response:

This is a complaint about a physician's office. Sutter Roseville Medical Center only responds to complaints about hospital visits. Sutter physician offices are under a separate entitiy with their own patient advocate.

Sincerely,

Quality Review Services

Sutter Roseville Medical Center

Business

Response:

The disputed amount for this patient has been adjusted off the patient’s bill. There was miscommunication between two departments which lead to patient being informed that they owed a balance beyond the amount they were quoted. The patient should not have been charged the disputed amount. The break in communication has been identified and a new process is being implemented to prevent similar issues from happening again.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Also, I'm sure you hear this all the time, but I'll say it again: You guys rock! I can explain and reexplain til I'm blue in the face dealing with a company directly, but once the Revdex.com is involved somehow they suddenly actually "get it".

Thank you so much for the great work that you do!

Review: On 7/10/2015 I was admitted to the ER at Sutter Auburn Faith Hospital in Auburn CA. On 7/14/2015 I received a bill from Sutter Health [redacted] for $5,093.33. As an uninsured patient I was given the 20% uninsured patient discount bringing the amount owed to $4,074.66. The initial billing had an offer of an additional 20% off for a prompt payment by 8/13/2015. On 8/6/2015 my wife [redacted] spoke to [redacted] at Sutter Health and was given permission to take the 20% prompt payment option bringing the total amount owed to $3,259.73. On 8/11/2015 my wife spoke to [redacted] at Sutter Health and confirmed the total amount owed if payment was received by the 8/13/2015 as $3,259.73. Again on 8/11/2015 my wife spoke to [redacted] at Sutter Health and reconfirmed the total amount owed if paid by 8/13/2015 as $3,259.73. She then handed the phone to my stepfather [redacted], whom I had arranged to borrow the money from in order to pay promptly, and he spoke with [redacted] then proceeded to pay Sutter Health the amount of $3,259.73 with his [redacted] Card. On 8/17/2015 I received a statement from Sutter Health [redacted] reflecting the 20% uninsured adjustment of $1,018.67 dated 7/14/2015 and the prompt payment adjustment of $814.93 dated 8/11/2015 and the patient payment of $3,259.73 dated 8/12/2015 for a Current Balance of $0.00 owed. On 8/26/2015 I got a bill from Sutter Health [redacted] for $407.46. My wife spoke to [redacted] at Sutter Health Roseville and she was informed that Sutter Health had decided to revoke the 20% prompt payment discount after the fact and only offer 10% in turn billing me for the remaining 10%. The 20% prompt payment discount was offered to me by representatives of Sutter Health on 3 occasions. It is also clearly stated in the first bill as being available. I paid promptly based upon this agreement. Sutter Health had from 8/6/2015 to 8/11/2015 to reconsider their position. They choose not to. I paid in full, on time.Desired Settlement: Sutter Health needs to review and overturn the decision to reverse their original and mutually agreed upon Prompt Payment discount of 20%. The supporting documentation clearly supports my claim. If action is taken by them it should be kept in house. A consumer cannot be indebted against their will after they have paid in full and good faith.

Business

Response:

Your email was received and your concerns are very important to us. Because HIPAA federal law requires Sutter Health to protect our patient’s confidentiality we are unable to discuss or share any patient data elements at this time. To discuss this account in detail please contact us by phone at [redacted] Monday through Fridaybetween the hours of 7:00am and 5:00pm. Please note that we do experience higher call volumes on Mondays and Tuesdays.Thank you for choosing Sutter Health. Sutter Shared Services Contact CenterPhone: [redacted]Fax: [redacted]Roseville, CA 95661[redacted]