ComplaintsforChristus St. Vincent Regional Medical Center

• Initial Complaint

  05/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I went to the Emergency Room in February because I wanted to ask the doctor a couple questions about a pain I was having in my leg. I said that I do not consent to any additional tests and discussed my insurance ahead of time, where I was led to believe I would not pay any fees or charges beyond the $250 copay for my insurance. I paid the $250 copay that same day and got an additional bill for $60 which I paid. I was very clear and told everyone I spoke with there that I did not consent to any additional tests or fees, I simply wanted to talk to the doctor about a leg pain. Some weeks later my insurance got a bill for over $2000, and now I am being charged an additional $603.88. I had just been to Urgent Care and just had an EKG and blood test so I specifically declined both of those procedures, and said I did not want them as I said I was concerned they would incur additional fees - I was told that my copay was only $250 and I was led to believe they would not incur additional fees so I begrudgingly accepted. I believe that I was misled, as now there is an extra $603.88 fee on top of the $310 I already paid. I would like this additional fee to be removed.

  Business response

  06/20/2023

  A review of the patient’s medical record and billing documentation have been completed.  The entire visit is well documented in the patient’s medical record. The patient may review this documentation by requesting a copy of the medical record in its entirety or specifically for this visit. Information on how to request a copy of medical records can be found by going to this link on our website: ****************************************************************************
  
  The CHRISTUS St. Vincent consent for treatment form outlines the patient’s consent agreement. This is further understood by the patient’s presenting to the emergency room and participating in care. In this case, the patient signed the consent form on the day of treatment which (in part) states:
  General Consent: I consent to CHRISTUS St. Vincent Regional Medical Center (the “Facility”) giving me medical services and treatment that my doctor or other medical staff have ordered. My consent includes diagnostic testing (such as labs and x-rays), injections, immunizations, medications, and other medical treatment. I have the right to make decisions about my care. I know that I have the right to discuss treatment and procedures with the doctor beforehand. I also have the right to consent or refuse any treatment. Where appropriate, I consent to delivery of care utilizing interactive video conferencing thereby enabling a provider at a distant location to provide treatment to me and/or consult and advise my local healthcare provider in making decisions about the care provided to me. I understand that medicine is not an exact science. No one has guaranteed me results. The medical care I receive while in the Facility is under the direction of an independent provider, who is not an employee of the Facility. The Facility is not responsible for the medical care, medical judgment, and plan of care provided by non-employees.
  
  Further, the consent for treatment form outlines the billing disclosure that makes patients aware that professional fees for the care they receive in the facility are separate from the hospital’s facility fees. The professionals providing emergency care are contracted independent providers that bill for separately for their services in addition to the facility fees from the CHRISTUS St. Vincent emergency department. This disclosure states:
  Balance Billing Disclosure: Professional services rendered by independent healthcare professionals are not part of the Facility bill. These services will be billed to the patient separately. Please understand that physicians or other healthcare professionals may be called upon to provide care or services to you or on your behalf, but you may not actually be seen, or be examined by, all physicians or healthcare professionals participating in your care; for example, you may not see physicians providing radiology, pathology, and EKG interpretation. In many instances, there will be a separate charge for professional services rendered by physicians to you or on your behalf, and you will receive a bill for these professional services that is separate from the bill for Facility services. These independent healthcare professionals may not participate in your health plan and you may be responsible for payment of all or part of the fees for the services provided by these physicians who have provided out-of-network services, in addition to applicable amounts due for copayments, coinsurance, deductibles, and non-covered services. We encourage you to contact your health plan to determine whether the independent healthcare professionals are participating with your health plan. In order to obtain the most accurate and up-to-date information about in-network and out-of-network independent healthcare professionals, please contact the customer service number of your health plan or visit its website. Your health plan is the primary source of information on its provider network and benefits.
  
  We accept a patient’s right to refuse some or all of the services recommended by the provider. This refusal is required to be documented in the patient’s medical record. In the complainant’s case, there was no refusal of any of the care received.
  
  We understand the cost of healthcare is shocking. Emergency room care is some of the most expensive care that a patient can receive. Receiving treatment at the emergency room can be up to 12 times more expensive than at a doctor’s office.
  
  The patient’s Emergency room visit was covered by his insurance company. However, due to the patient’s specific insurance coverage, the entirety of the visit was not covered. The remaining balance due is his portion based on his individual insurance plan coverage.
  
  CHRISTUS St. Vincent is a non-profit healthcare system dedicated to improving the health of the people in our community. CHRISTUS St. Vincent strives to compassionately serve uninsured patients with a heartfelt understanding of the financial burdens they may face. We believe medically necessary health care should be accessible to all, regardless of ability to pay. This belief is met with great responsibility to be good stewards of our resources to ensure we are able to meet our commitment to ensure healthcare for all. Because of this, CHRISTUS St. Vincent has a policy in place to provide care for patients in need of financial assistance. This policy includes various types of assistance based on a patient’s unique financial situation. We acknowledge that, in some cases, the patient will not be financially able to pay for the services received. We are committed to assist with eligibility for charity care or other financial assistance. If an insured patient is not eligible for assistance, we are committed to offering reasonable, interest free payment plan options.
  
  We appreciate the opportunity to respond to this complaint and work with you on providing advocacy for our community. CHRISTUS St. Vincent takes the quality of our care and integrity of billing very seriously. We strive to provide the best care in the right place and at the right cost. Please let us know if we can be of further assistance or if you have any additional questions regarding this concern.
  
  
  ******** *****
  Vice President Compliance
  ******** *** ******* * ************ ************************

  Customer response

  06/21/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  My request for financial assistance has not been reviewed and yet I continue to get text messages, even today, from ******* with Christus Health System. It says "Do not forget to complete your financial assistance eligibility screening by calling an Enrollment Specialist" - however, I have called 3 times on 6/11 including leaving a message, I called again and left a voice mail on 6/16, and I have continued calling and get no answer.
  
  My last day of employment is June 28 and I do not have additional employment lined up. I believe that I qualify for financial assistance but I am unable to reach anyone who would review my case, yet I continue getting text messages telling me to call. When I call, it leaves me on hold and eventually goes to voicemail at which point I leave a voicemail but never get a call back.
  
  I believe that I qualify for financial assistance given my financial hardship and would like to receive help. The last answer back from my BBB complaint was a form letter that did not address my request in the slightest. I would like to receive financial assistance and be instructed how I may apply. From what I have researched, it appears that I qualify. Thank you.
  
  Regards,
  ***** ****** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  05/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This Hospital is all about making money. I went to the Anticoagulation department on 4/3/23 to get a refill on my Eliquis prescription. I never got my refill and was never told there would be a charge. I was billed a $184.00 for what? I kept calling the Hospital about my bill, but know one ever calls you back. I was told I had a $100.00 credit from last year, which the Hospital never told me about or issued a refund. I was told I still owe $84.00. I do have insurance and to see a doctor the visit is $30.00. I did not even see a doctor, it was a nurses helper. It seems money is more important to the Hospital then helping people.

  Business response

  05/26/2023

  CHRISTUS St. Vincent Clinician Group (CSV) received a notification of a consumer complaint from the Better Business Bureau on May 19, 2022, communicating the consumer’s about billing for a recent encounter at our facility. We have thoroughly investigated the complaint and concluded that the services provided and corresponding billing were appropriate and compliant. We have followed up with the patient to explain the services, charges and billing. Patient seemed satisfied with our response and follow up.
  
  CHRISTUS St. Vincent takes the quality of our care and integrity of billing very seriously. We understand the cost of healthcare is shocking. It is difficult, if not impossible, to understand each patient’s unique financial situation and insurance plan coverage. CHRISTUS St. Vincent is a non-profit healthcare system dedicated to improving the health of the people in our community. CHRISTUS St. Vincent strives to compassionately serve uninsured patients with a heartfelt understanding of the financial burdens they may face. We believe medically necessary health care should be accessible to all, regardless of ability to pay. This belief is met with great responsibility to be good stewards of our resources to ensure we are able to meet our commitment to ensure healthcare for all. Because of this, CHRISTUS St. Vincent has a policy in place to provide care for patients in need of financial assistance. This policy includes various types of assistance based on a patient’s unique financial situation. We acknowledge that, in some cases, the patient will not be financially able to pay for the services received. We are committed to assist with eligibility for charity care or other financial assistance. If an insured patient is not eligible for assistance, we are committed to offering reasonable, interest free payment plan options to help meet the financial needs of our patients.
  
  We appreciate the opportunity to respond to this complaint and work with you on providing advocacy for our community. Please let us know should you need anything further on this complaint. 

• Initial Complaint

  01/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The billing arm of Christ's St. Vincent continues to harass me regarding medical payment. The medical payment in question was for medical services rendered on 9/6/2022. The amount in questions is $463.58 (after insurance adjustments). Payment was made immediately upon receiving the bill. Payment was made on 11/28/2022. Since that payment on account #********, I have received multiple billing invoices and numerous phone calls attempting to collect payment. Each phone call I have returned. Each time I am told by a representative that the bill has indeed been paid but has not yet posted. The representative each time attributes an ambiguous "failure" of some sort. The representatives each one have assured me that the payment will post and that I should disregard the letters and calls. My concern is that whatever failures and ineptitude is occurring with the Christus St. Vincent billing arm will soon affect my credit rating at which point I will incur a damage. I have explained this to the representative in a polite way; yet the calls keep coming. This is unacceptable business practice. I have reasons to believe that because of my elderly age they (billing arm) are trying to coax additional payments for a service that has already been paid. I have begun the process of switching my next round of medical services to another provider. The undue duress that Christus St. Vincent has caused is deplorable.

  Business response

  01/23/2023

  Hello, we have reviewed complaint and below are the findings.  

  This was not with Christus St. Vincent Regional Medical Center but with Anesthesia billing department which we do not have access to.  I reached out to Manager of that billing department, and this was their findings.  This payment is now posted on the ledger and updated itemized statement queued to the patient with zero balance. This should have been rectified when the patient had called us first time on 12.14, but our customer service team did not send any notification to us. 

   

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