ComplaintsforBozeman Health Deaconess Hospital

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was early in pregnancy on a Friday evening, when I experienced spotting. I called the on-call OB doctor, as I have O- negative blood type and knew I needed a RhoGAM injection. The doctor informed me that I only had a 2-day window to receive the injection for it to be effective, so my only choice was to visit an **. They did not have my blood type on file, or I would have just been sent to the blood bank, or I could have seen my OB doctor if it was a weekday. On 10/22/22, I visited Bozeman Deaconess **. I was checked in and placed in a room, where I was then neglected. I did not see anyone for hrs. They could have easily drawn blood right away, knowing the only reason I was there, but instead that did not happen until several hours later. After my first blood draw, a couple hours later AGAIN, I had to get my blood drawn again to confirm my blood type twice. Even after receiving my results, I waited another couple of hours to receive a RhoGAM. Being early in pregnancy, I needed a micro dose and was told that a full dose was unsafe at this point. But they still brought me a full dose. When the nurse went to check if it was right, she became alarmed and did not want to inject me with the wrong thing. They apparently ran out of micro dose. An hour later, they found a micro dose and went to give it to me, but it was expired. back to the full dose it was, but the pharmacist decided to draw a micro dose out of the full dose and give me that. (This was HOURS). I also received an ultrasound to make sure the bleeding wasn't serious. That took several hours to even get someone in the room. I was in the ** for a total of 5.5 hours and have never been treated so poorly in my life. Like I said, I was very much neglected the entire time. My experience was so bad that I was told that it was going to be made right and that they were going to use my case as training on what NOT to do when treating a patient. I have also been in contact with Patient Relations. Nothing has been done.

  Business response

  01/18/2023

  An investigation into this matter was completed on, December 2, 2022, and Bozeman Health Deaconess *********************** (****) has discovered the following:
  
  The following factors impacted the extended time to receive treatment:
  Care is provided to patients in the Emergency Room (**) based on acuity, this means that the conditions and needs of other patients are taken into account when determining how long it will take to see a provider and receive treatment, i.e. patients who have an unstable medical conditions are treated first which can impact the time that is spent in the ** waiting to be seen and treated;
  The initial specimen collected was unable to be used to confirm the blood type, this resulted in the collection of a 2nd specimen.No additional charges was passed on to the patient for the 2nd collection;
  We generally do not stock the micro-dose, and were unable to order a micro-dose in our electronic system;
  The micro-dose of the medication eventually located was expired; and
  Unable to be obtained because it was on back order, this required additional review with the pharmacy to determine how create a micro-dose out of a full dose.
  
  The medical record documentation supports that ************************** received care in the ** and the associated charges for the services provided.
  
  The time that it took to provide treatment to ************************** was impacted by the acuity of other patients who presented for care that day and the availability of the resources required to provide treatment.
  
  Based on the findings above our electronic system was updated to allow for the stocking and ordering of the micro-dose of the specific medication.
  
  We appreciate the time that ************************** has taken to express her concern regarding her experience and has a goodwill gesture and one-time courtesy, we are modifying the remaining balance of her Bozeman Health **** bill by 20%.   We are in direct communications with ************************** to inform her of this change in her bill and to apologize for any miscommunication.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to Bozeman Deaconess walk-in clinic in ********, Love that location they're good people. Got sent a bill it was the wrong one, they politely went back and redid it with my insurance on it. I've been on workers comp so I haven't been able to pay my bill yet but I've never been late on any other payments to them. I'm finally in a good spot to start a payment plan with them. I spent the entire last month at least half an hour every single day on hold and left over 15 messages. No one has responded. No one has called back. The only thing they have sent me is a letter in the mail saying that they're going to send my account to a collection agency if I Don't begin payments in the next 30 days. This is ******** I'm trying to give them my money and they won't take it! I just want a call back so I can start paying them back.

  Business response

  10/25/2022

  We made contact with **************** on 10/24/2022 and set up the payment plan that the patient was requesting.  We also apologized for lack of callback due to short staffing and the high volume of calls/voicemails coming into our organization.  We are striving to improve our level of service to all our patients.

  Please let me know if you need anything else from me or our organization on this complaint.

  Have a great day.

   

  ***************************;

  Customer Service Supervisor 

  Bozeman Health 

  ************

  Customer response

  10/25/2022

   
  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.
  
  Sincerely,
  
  *****************************

*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. ↩