ComplaintsforSantiam Hospital

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 07-01-2023 I wasn't feeling good and went to the Santiam Hospital. I checked in, but never waited (wait time too long) and left the hospital. I DID NOT see a doctor and I have called several times trying to dispute this bill. They have not followed through on their part. They have indicated that this was an error on their part, yet I keep receiving a bill. I do not want to be sent to collections, nor should I have to pay.They already received $872.00 from my insurance, which at this point is insurance fraud and that will now have to be dealt with differently.They are indicating that I still owe them $238.63 The Gurantor ID: ******

  Business response

  02/05/2024

  Hi there,

  We reviewed your concern and have determined that the charges are appropriate. Patient did come into the emergency room and was triaged with some initial testing performed based on the triage assessment and protocol for the typical medical complaint. The only charges on the account were for the emergency room as well as an individual test. The patient did leave prior to being seen by a provider and therefore no physician professional charges was applied to the account.

  We did receive a call on 08/17/2023 from the patient, bringing forth this concern. It was taken by a patient accounts representative who notes that she would contact the billing manager for additional review and a call back. Somewhere in this process, the ball was dropped as there is no notation that the patient was contacted back. From our notes we received no additional contact from the patient until receiving the BBB letter.

  After review as we delayed in responding to the patient we did agree to discounting the patients remaining balance by 50%. We attempted to call the patient, however the two numbers we have on file don't appear to be accurate numbers.

  Customer response

  02/08/2024

   
  Complaint: 21164932
  
  I am rejecting this response because: At the time I called, they indicated that the form I signed leaving early would have only cost me $30.00.  The person I talked to clearly did not log this on my account which is very concerning for a hospital.  At this point, they have already made two mistakes in my eyes.  I am willing to pay the $30.00 like I was told from my last phone call.  Please see waiver that I left early too.
  
  Sincerely,
  
  *****************************

  Business response

  02/21/2024

  After reviewing the case we do see that you signed our AMA "Against Medical Advice" form. There is no cost associated with signing this form and at no time have we ever stated that there would be a $30.00 charge to signing this form. The form is typically signed with our clinical staff present who are unaware of any cost related information and would not speak to this.

  If there is still a concern in regards to the balance, we welcome the opportunity to assist you with the remaining portion through our financial assistance program. You can find a copy of our application online at our website of www.santiamhospital.org or by contacting our billing department at ************.

  We thank you for the opportunity to work through this concern with you.

  Customer response

  02/21/2024

   
  Complaint: 21164932
  
  I am rejecting this response because I'm not too sure the person that responded to this quite understands the nature of my complaint.  The visit was not complete, we left the hospital and in turn received a exurbanite bill in which I called.  The lady I spoke with indicated that they will knock it down to $30.00.  The lack of miscommunication and the level of not documenting this on my account is inappropriate and concerning.  What other health / billing issues does this hospital not document?  At this point, you received money from my insurance, it has covered far more than the care that I received, in fact, I'm sure it was coded as if I went through the whole process.  You fighting this bill is ridiculous and unsettling that you don't have my prior communications with billing documented.  Please write off the entire amount now.  I cannot believe you are basically calling me a liar and apparently not comprehending this issue here..  

  If this cannot be settle, I would like the Hospital Administrator contact information.

  
  Sincerely,
  
  *****************************

  Customer response

  03/11/2024

  This is not resolved.  The hospital is telling us one thing and doing another.  We left the hospital and was told we would only be charged $30.00.  Bad business practices here.

  Business response

  03/20/2024

  
  This will be our last response to these notifications. This individual chose to come in to be seen in the Emergency
  Department. Occupied time and resources. Chose to leave because she did not feel like waiting. Received
  a bill for out of pocket expenses not covered by her insurance. She has continued to occupy more time and resources
  with responses to the Better Business Bureau about why she should not be responsible for the outcome
  of her chosen action. No Hospital in the country has a set charge value of $30 for leaving without completing care.
  She has not left a working phone number for contact nor responded to our billing department to help make
  arrangements for payment assistance. We have received 7 letters from the BBB regarding this issue.
  
  We have waived her out of pocket expense, and this issue is now closed. We do not have spare resources or time on
  our end to keep going back and forth on this issue. Thank-you.
  

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