Complaints

This profile includes complaints for University of Kansas Medical Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  University of Kansas Medical Center

  3901 Rainbow Blvd Kansas City, KS 66160-8500

• 

  University of Kansas Medical Center

  PO Box 2941 Shawnee Msn, KS 66201-1341

• 

  University of Kansas Medical Center

  3599 Rainbow Blvd Kansas City, KS 66103-2078

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I should have waited another day.  They finally resolved my issue.  Can this complaint be closed?othing gets done. Everybody is real nice though.

• Initial Complaint

  Date:12/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. While I still maintain that ethical principles would require the business to alert the consumer to the cost of the procedure as part of informed consent, I understand that the current Kansas laws unfortunately do not require this for those with insurance. I appreciate the business reviewing my complaint more closely and adjusting the bill for the third ultrasound. 
  
  Thank-you.
  
  Sincerely,
  
  
  
  ******* *******as I was never informed of the significant financial risk of having them done or given any reason to believe the out of pocket cost would be more than a typical doctor's office visit. A bill of this size is a significant financial setback for me in my current situation. I could not appropriately decide if the risk of these procedures outweighed the benefits without being made aware of that risk. I am basing my complaint on the same ethical principles behind the surprise billing laws currently in place to prevent unexpected costs for emergency out of network care and the laws requiring good faith estimates to be given to self pay patients. If there was a significant financial risk of these procedures, I should have been given a real time estimation of benefits and out of pocket costs as part of the informed consent process prior to the exam. Here is an article from a Missouri medical journal that supports my complaint: *****************************************************

  Business Response

  Date: 12/13/2023

  *** ******* reached out to the Patient Relations team on 11/30/23 to express her displeasure with billing and the amount owed for the ordered ultrasounds. A response letter was sent to her on 12/11/23 and reads as follows below. The ultrasounds ordered were indicated for evaluation of the reported symptoms:

  Dear *** ********
  I am writing you in response to the concerns you have regarding the billing of x-rays performed on October 27, 2023, and a bill for seeing the OB/GYN doctor at The University of Kansas Health System on October 6, 2023. We take all patients concerns seriously and yours is no exception. Your feedback and concerns have already been shared with my manager, J**** ************ members of our health care team, *** ******, and your electronic medical records were reviewed.
  
  The Ultrasound reports were normal, was informed if continued to have pain, would need to see a PCP for further testing. You did decline hormonal therapy at this time. Our doctors do not know the price of procedures that were ordered for you, which were an abdominal ultrasound, a transvaginal and pelvic ultrasound, and the cost of your doctor appointment are all managed through billing.
  
  Your insurance paid $2, 599.82, the balance left was $3, 943.18 for the patient to pay. The clinic has offer to get you started with a PCP to better manage your concerns. We do have financial advisors to help patient better understand their bill and assistance in making a payment plan. That number is *************
  
  Our determination was that appropriate care was provided. I am terribly sorry you have experienced changes in your health. If you have further concerns, wish to share additional information, or have questions, you may contact me at the phone number listed below. Thanks for bringing your concerns to our attention. Your feedback is important to our ongoing efforts to provide the best care and service to our patients.
  
  
  

  Business Response

  Date: 01/04/2024

  Thank you for reaching out again. The attached letter was mailed to *** ******* on 1/2/24, and I imagine there was a delay in getting the mail to her home. My hope is that our patient will be pleased with the thorough review, response and balance adjustment based upon our findings. Happy to help in any other way requested.

  ******* ******* Director of Patient Experience

• Initial Complaint

  Date:07/27/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  ******* *******I sent a message to the billing department through MyChart. Two and a half weeks later, I received a response directly contradicting what I had been previously told, stating that management declined to adjust the amount since they do not take contractual adjustments for out of network plans for secondary insurance. I was not aware of this response until I called on July 26, 2023.
  
  I am working with K&K to solve the billing discrepancy, but I am deeply frustrated by KU Med's lack of transparency in billing and mixed messaging. I am further concerned about KU Med sending this bill to collections prior to resolution with K&K. If I had been advised of their policy when I first began receiving statements again in May, I would have reached out to K&K much sooner. My interactions with KU Med's billing department are exemplary of why many Americans do not seek necessary treatment for medical conditions--they fear an expensive, opaque billing process that will haunt them long after receiving care.

  Business Response

  Date: 07/27/2023

  Upon receiving this complaint, our Patient Accounting Manager reached out to the patient and had the opportunity to speak with her. She has adjusted off the patient's balance, as that is what should have happened because of the lack of timeliness to bill the patient. We are pleased that the patient is pleased with our response and our identification of opportunities to improve in the future. 

  What we learned was that her primary insurance left her a large balance and then her secondary
  did not pick up the total balance that remained.  Our patient did her due
  diligence of contacting us when she received the first few statements in
  early 2022.  Her secondary had not received the claim.  It appears we
  had issues getting the claim over to them.  They eventually processed it in August, 2022
  but then it was with follow up until May 2023.  The follow up team noted
  in May they were going to adjust the balance off, but that did not occur. When one of our reps got a phone call once the patient was again billed, she adjusted the balance off, but our manager denied the adjustment because of the lack
  of notes from the rep. 

  No one brought any of this to our manager's attention, including the
  person that answered the patient's MyChart question last week.  Additionally, the original rep
  never went back in to follow up after she was notified more information was needed to resubmit the adjustment.  Unfortunately, there were multiple missteps in this case, but we have worked to recitfy with a solution suitable to the patient. 
  
  

   

  
  

• Initial Complaint

  Date:04/23/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  Regards,
  
  ***** *****at refused to work with a patient who loved over three hours away in the beginning to attempt to collect more than they should be.

  Business Response

  Date: 04/27/2023

  The Director of Revenue Cycle has reviewed the patient's account.  It appears
  the codes that were sent on the remittance advice shows an amount that should have been adjusted as a contractual adjustment.  It is not
  coded as a contractual adjustment in Epic, but should be. When that adjustment is posted, it would leave a balance of
  $346.52 owed by the patient.  We will have that adjustment posted and this will resolve to the amount requested
  by the patient.