ComplaintsforSwedish Health Services

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 nurses( one is a head nurse and one is a floor nurse) ******** and **** were very rude to me and trying to stress me out even more than I already am! They have no bedside manner and they slam my door when they walk out. They change the rules everytime they come ******** and Im ready to either be transferred or go home! I cant take the stress from these two nurses and this is the second time theyve come ******** together and changed all the rules and raise their voice at me and all my scheduled meds are late when they are ********! 07/24/2023

  Business response

  07/25/2023

  Dear Sirs,

  Thank you for this notification.  This patient feedback has been forward to the Swedish Medical Center Nursing leadership for follow up. We thank our patient for their feedback.

  Please let me know if you need anything else.

  Sincerely,

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

  Customer Experience Manager

  Providence Health and Services/Swedish Health Services

   

   

   

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On or about December 10th, I recieved a check from Swedish Health Services in the amount of approximately $2200.00. Other than the check which was written to me, there was no other information contained within the envelope. Unfortunately I am just learning about the checks existance because I was out of state for the entire month. My check has been stolen and cashed by an unknown person. I was told by someone that I know that the person who cashed the check told them about it or otherwise I never would have found out about it. I am curious about why I was sent the check in the first place and how they could send such amounts to people in an unexplained manner, leaving us to become victims. I could use that money right now for a myriad of things and for them to send it like they did, it only shows that they still don't care about their patients. I cannot begin to express my level of disappointment in their lack of care and the reality is that these hopsital and medical offices are just one more example of big business making their billions on the poor and the throwing them out once we have nothing left Swedish used to be know as the top hospitals in the region. They went from one special hospital in ******* to hospital and medical offices serving all over the **** Wishing they would have remained a small hospital so that I could find out what exactly my check was for? No one I have spoken to within the company can seem to tell me what this was for and if I can get the fraud investigated so that I can get the money that is rightfully mine.Regards,********************* ****

  Business response

  06/23/2023

  Dear Sirs,

   

  Thank you for this communication.  We have reviewed our patient's account and have determined that the refund check, issued in December 2022, has not been cashed.  We have void that check and are in process of re-issuing a new refund check to our patient.  We have reached out to our patient to update on this status.

   

  Please let me know if you need anything else.

   

  Sincerely,

   

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

  Customer Experience Manager

  Providence Health and Services

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I use Swedish Medical Center in ********, **. I have been receiving ****s from them $500. I am not sure for what. I have always had insurance so I have no idea where thi came from. I recently paid $70 for 2 specialist appts. But this $500 just keeps coming. And speaking with their **** **** is complete failure. They are the rudest people ever. They dont care about what you are saying, just pay the ****. Help!

  Business response

  05/26/2023

  Dear Sirs,

  Thank you for this communication. We have reviewed our patient's account and left voicemail messages on 5/23 and 5/24.  We were not able to connect and have sent an email message to our patient's Swedish Medical Center MyChart account outlining our actions to resolve this concern. Patient balance is with our patient's insurance and an updated statement will be sent once we receive payment and/or response from insurance.

  We apologize for any inconvenience to our patient in their resolution of this account concern.

  Please let me know if you need anything else.

   

  Sincerely,

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

  Customer Experience Manager

  Providence Health and Services/Swedish Medical Center

   

• Initial Complaint

  05/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been on a payment plan with Swedish billing department and they sent a bill to collections without my knowledge even though I paid every single bill on time and was in contact with them the entire time. They undermine their clients and force bills to collections even though their clients are paying on time. When I called billing support they told me theres nothing they can do, I have something reported to collections because of there mistake and now I have to pay for it.

  Business response

  05/18/2023

  Dear Sirs,

   

  Thank you for this notification. We spoke with our patient by phone today May 18th, 2023.  Our representative discussed our patient's dates of service in question and clarified/answered billing questions related to his account. Our patient indicated satisfaction with actions taken to date to resolve this concern and has direct contact information if he should have questions in the future.

  We apologize for any inconvenience to our patient in their resolution of this account.

  Please let me know if you need anything else

  Sincerely,

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

  Customer Experience Manager

  Providence Health and Services/Swedish Health 

   

   

   

  Customer response

  05/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. They were able to pull back one of my bills sent to a creditor by mistake, glad they were able to make up for there mistake but I felt it was only due to me filing a formal complaint with BBB, I cant thank you guys enough for protecting consumers and going after corporations.

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

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My child completed a sleep study on 12/18/21 at Swedish Sleep Medicine after obtaining the required insurance preauthorization. On 12/23/21 we had a follow up appointment with ****************, who ruled out sleep apnea. Both visit were billed & paid by ***************pay. No follow *** were scheduled nor were additional services discussed. ** February 2022 insurance notified me that they had declined a 2nd sleep study billed as occurring 1/25/2022 as not medically necessary. I then received a bill from Swedish, with full balance assigned to me due to insurance denial. We had NOT completed a 2nd study or even an appointment or call, so I contacted Swedish assuming this was an error. They told me the charge was for the dr. reading & interpreting the December study (...a full month after our final appointment with him...) & that they would clarify with insurance. Insurance responded that the bill should have been coded as charting for the December sleep study, & would be covered and if Swedish correct and resubmitted. Swedish did resubmit the bill multiple times, but never corrected any coding or date. In June Swedish agreed to an internal coding review, but subsequently submitted the exact same bill.In August Swedish appealed the insurance denial and a 3rd party, AIM Specialty Health, reviewed the case. AIM declined the appeal, stating that a 2nd sleep study was not medically necessary. No additional bills followed & I thought the matter resolved. On 5/6/2023 I was billed again for the full amount of the 1/25/2022 "sleep study". I have contested AGAIN with customer service... no response yet. I am incredibly frustrated that Swedish continues to bill using an inaccurate code. Charges denied by insurance due to Swedish's error should not be pushed to the patient. Further, these charges were generated for charting completed a month after our final meeting with the doctor and outside of the authorized period. What prevents him billing for a 3rd "sleep study" tomorrow??

  Customer response

  05/18/2023

  Update on Complaint ID: ********

   

  The billing department at Swedish Medical Group reached out to me and let me know they were negating the charges since the doctors office had billed so far out of the preauthorized period. I have a contact now at the billing office and expect that this will occur, if so I will rescind my complaint. Thank you for the attention that i believe your messaging to them brought this.

   

  Alexa

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 13, 2023I received a bill that was just over $500. It was for an appointment for Nov 1, 2022. It didnt show anything that indicated it was actually processed through insurance. It only said 0 for insurance adjustment and payment. Other medical providers give dates on when insurance has been processed. If they had they processed it for ******************************************************************** / out of pocket for the year, thus I shouldnt have owed anything. Additionally, I tried contacting their customer service with the phone listed number on the invoice. I never was connected to a representative. I selected having a call back as thats one of the features. I didnt get called back until 2 hours had passed. While I was waiting for a call back I tried calling again and was on hold for 40 minutes without being connected to a customer representative. Then when I did get my call back I asked why it took so long to hear back. She said they are just inundated with calls. If it takes two hours to get called back because they are too inundated with customers then they should hire more staff. Requiring a customer to wait that long for service makes me think they are purposefully keeping a small staff so customers will feel defeated and then cant get billing questions or errors resolved. This isnt acceptable practices.

  Business response

  04/26/2023

  Dear Sirs,

   

  Thank you for this communication.  We have notified our patient that her insurance has been added to her account and is billing to their insurance. We are sorry that our patient's insurance was not added to their account at the time of service.

  Our representative has left their direct contact information if our patient should have any additional questions about this resolution.

  We apologize to our patient for any inconvenience in their resolution of this concern.

  Please let me know if you need anything else.

  Sincerely,

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

  Customer Experience Manager

  Providence Health and Services/Swedish Health Services

   

  Customer response

  05/09/2023

  They did resolve the insurance issue but that was not the core of the complaint. That was just what I was calling about. It was the outrageous amount of time I had to be on hold that is the complaint . After an hour I finally gave up and requested a call back.  That callback came two hours after I requested it.  So its lack of reasonable and timely customer service contact that Im addressing.  This issue was not even discussed in their reply to me nor in any phone calls they made to me.  

  Business response

  05/18/2023

  Dear Sirs,

  We have been unable to connect with our patient by phone and sent this communication by email to our patient's MyChart account

  "Dear --------,
  I've been attempting to reach you by phone to provide an update regarding your billing concerns, but have been unsuccessful.
  Your claim for services provided by Dr.----- on -------, was processed and paid in full by your insurance on -------.

  
  My sincerest apology for the excessive hold times you experienced while working to resolve your account and the inconvenience this caused. Our director of customer service and leadership have been made aware and are working towards a solution. We recognize the impact this has on our patients and hope to service you better in the future.
  If you wish to discuss this further, please feel free to contact me at #************.

  
  Sincerely~
  Customer Support Liaison

• Initial Complaint

  04/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Swedish Hospital has a billing problem. We received a bill for a service that was provided at Swedish Edmonds. The claim was not paid because our deductable had not been met. The hosp. billing ***** added insurance cost to the original bill and requested that the higher amount was due!? I tried getting it corrected by calling customer service, by going to the billing office at the hosp. all anyone said is that is was an insurance issue. Even though this was a hosp. bill for more than the service provided. I got insurance to look into it and they did twice saying they had handled it correctly. Again our deductable had not been met. But we were being charged more than if we had no insurance!? I finally got insurance to look into it again and they did reprocess the claim and corrected the amount not sure how. Even though I had contacted the hospital billing ***** with a reference number from insurance that the claim was being looked into and was told that the bill would be frozen until insurance was done, the bill was sent to collections. I called insurance and they had been in contact with the hosp. and both agreed to the corrected amount. But the hospital had sent the bill to collections with the higher amount. So I called the hospital billing to ask what happened. I was told that just because insurance is looking into a claim that doesn't stop the billing timeline. I was told to just pay the lower/correct amount even though the bill from collections is the higher/wrong amount. Again no help correcting the bill amount. Swedish sent an incorrect amount to collections! I have been going around in circles with customer service for months. I have been accused of not wanting to pay my bill. I have been questioned on why I came to the billing office at the hospital. I have had to do the billing ***** job. I did and finally got the bill corrected and still the bill ended up in collections and wrong. Patients should have an easier way to get help with errors on bills.

  Business response

  04/13/2023

  Dear Sirs,

   

  Thank you for this notification. A representative from Swedish Health Services spoke to our patient by phone April 13, 2023.  A representative reviewed the account and answered questions from our patient. In addition, our patient shared some feedback on their interactions with our staff that were of concern and we are sorry to hear of this. We have applied a small courtesy adjustment to the account.

  The account has been recalled from the collections agency and our patient will set up a monthly payment plan on the remaining balance.  

  We apologize for any inconvenience to our patient in their resolution of this concern.

  Please let me know if you need anything else.

   

  Sincerely,

   

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

  Customer Experience Manager

  Providence Health and Services/Swedish Health Services

   

   

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was on a vacation in ******* area when I visited Swedish Emergency Room on January 5th, 2023 due to cellulitis on my left lower leg. I had fever and redness on my lower leg. Once I was admitted to the *** I received incredibly sub-par patient care while I was in the ** for approximately 24 hours. Therefore, I dont want to pay my portion of the hospital bill for the follow*** reasons:1)Only time I met a doctor was when the doctor admitted me to the **. Dur*** the 24 hours, no doctor showed up to discuss the treatment plan, what medication is be*** used, how the medication is work***, or how I am do***, etc.2)I was given a chair dur*** the 24 hour period while receiv*** IV anti-biotics treatment. It was incredibly uncomfortable to be treated, or sleep dur*** the 24 hour period while be*** in the chair.3)The nurse who initially treated me commented that she thinks that I have MRSA without any iota of evidence while I was a weakened state with fever.4)Then, two medical students stopped by my chair without any medical professional accompany*** them to examine my cellulitis. After visually inspect*** my left leg, they concluded that I have MRSA, again, without one iota of evidence. So, two unlicensed medical students without an ****** from a licensed medical professional gave unfounded medical evidence with just a visual inspection. Subsequently, another ** nurse did MRSA test swip*** inside my noise and the test results came back negative. I had no MRSA.5) After approximately 24 hour period, a nurse practitioner came to me to tell me that the hospital has to release me because they have no room. She went on to berated me for gett*** cellulitis and beleived that I had MRSA and told me that they'll prescribe an oral antibiotics so that I can go back home and discuss the next steps with my primary physician.6) At this point, I was afraid for my life to continue gett*** any treatment as my leg condition got worse. I have attached the two photos of my lower left leg before go*** to the ** and after the antibiotic treatment at the ** for your reference. Once I was discharged, I left for home on Saturday on the quickest flight back. After I landed at the ****** Airport in ** that same night on Saturday, I went straight to the ***** Hopsital's ** to be treated for my Cellulitis. The ***** ** doctors admitted me to the hospital that same night due to the seriousness of my condition and I was hospitalized for five straight days before be*** discharged and continued with the IV anti-biotic treatment at home for another 10 days before switch*** to oral antibiotics to fully recover from my leg infection.7) ** staff from nurses, two unlicensed medical students, and the nurse practitioner who discharged me placed totally unnecessary emotional distress dur*** my stay by tell *** me that I have MRSA when I didn't.8) I did complain to Swedish Hospital on a call after receiv*** the bill about my ** visit on February 15th and Swedish Hospital responded on March 23rd in writ***, which I received on April 3rd. I am includ*** this letter for your reference. Basically, Swedish Hospital claims that I was treated in accordance with the standard of care. In summary, my insurance paid 56% of the total hospital bill. My portion of the bill is $4,573.56. I don't want to pay this bill because Swedish Hospital provided incredibly sub-standard patient care dur*** my ** visit.

  Business response

  04/19/2023

  Dear Sirs,

   

  Thank you for this communication.  We have forward this patient concern to the Swedish Medical Center Clinical Quality Investigation (CQI) team which is re-investigating our patient's initial grievance from a January 5,2023 visit to the Swedish Medical Center Emergency Department.

  The CQI team anticipates this second review to be completed by April 27,2023 at which time our patient will be notified of the results by mail.  Patient billing for the date of service in question has been placed on hold, pending the completion of the clinical review by CQI.

  Please let me know if you need anything else.

  Sincerely,

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

  Customer Experience Manager

  Providence Health and Services/Swedish Medical Center

   

   

   

  Customer response

  04/19/2023

   
  Complaint: 19910453
  
  I am rejecting this response because:the business hasn't resolved my request to remove all my bills for the ** stay because Swedish Hospital's sub-standard patient care that jeopardized my life during my ** stay. Second, contrary to their response through BBB, the business sent a bill that threatens collection action if my hospital bill is not paid by 4/22/2023. I have attqached the letter for your reference.
  
  Sincerely,
  
  *********************

  Business response

  04/24/2023

  Dear Sirs,

  The Swedish Medical Center billing for the date of service in question for our patient is on hold pending the completion of the clinical review which is anticipated to be April 27, 2023.

  Once complete, our Clinical review team will notify our patient of the results of their review.

   

  Please let me know if you need anything else.

  Sincerely,

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

  Customer Experience Manager

  Providence Health and Services/Swedish Medical Center

   

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January, 25th, I requested a refill of PReP medication and was asked to schedule a doctor's visit before the refill authorization. I would like to emphasize that all doctor's visits and lab work required for PReP medication are supposed to be fully covered by medical insurance under federal law. I received a bill for $304, which included an alleged melanoma assessment, which did not occur (the doctor looked through my medical history and asked if it was treated which I have already confirmed during the previous visit). Despite multiple attempts to contact the billing department (no one ever picks up a phone or call back), I received no response. I submitted my complaint through the doctor's assistant - to which I received a letter very vaguely stating that there billing was correct (no details given). I submitted additional questions through the messaging system (MyChart) and despite a 3 business day reply policy it's been weeks without response. I complained to SMG-PatientRelations but was told to review my data in myChart. I submitted multiple asks to speak to a human being through MyChart. I am unable to discuss the bill without anyone. All my requests to speak on the phone or get written answers to my questions are being ignored.

  Business response

  04/04/2023

  Dear Sirs,

   

  Thank you for this notification.  A Swedish Medical Group representative spoke with our patient on April 3,2023.  We let our patient know that a corrected claim for the date of service in question has been submitted.  We are sorry to hear of our patients experience with long phone hold times and did reassure them that Leadership is aware of the issue and is working to correct it.

  Swedish Medical Group apologizes to our patient for any inconvenience in their resolution of this concern.

  Please let me know if you need anything else.

   

  Sincerely,

   

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

  Customer Experience Manager

  Providence Health and Service/Swedish Medical Group.

   

  Customer response

  04/04/2023

   
  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,
  
  ***************************

• Initial Complaint

  03/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This complaint relates to the bill for Min **** (*******), which is covered by my international insurance. However, there have been occasions where Swedish has not received the payment sent by my insurance. I have several grievances to address:I have noticed that your billing department has been hesitant to contact my insurance directly regarding this matter.On 12/16/2022, I reached out to my insurance to inquire about payment details and relayed the information to your customer service. Unfortunately, I did not receive any response.Despite the lack of payment adjustment, Swedish has continued to send me billing statements. On 03/18/2022, I received an email from Swedish stating that my case will be forwarded to a collection agency. In response, on 03/20/2022, I forwarded the payment check records from my insurance to Swedish via email, but I have yet to receive a response.From 3/20 to 3/22, I attempted to contact Swedish's billing department several times, but was unsuccessful in reaching a representative. Although I left my phone number, no one returned my call.Once the issue with Swedish's payment history has been resolved, I am eager to settle the bill promptly.

  Business response

  03/24/2023

  Dear Sirs,

   

  Thank you for this communication. We spoke to our patient by phone on March 24,2023 and our representative reviewed with our patient each date of service in question.  We did inform our patient that four dates of service were resolved, and our patient will make payment on those accounts. There are another five dates of service that we have escalated to our finance department for resolution. In the interim, we have placed a billing hold on those accounts pending resolution.

  Our representative provided direct contact information to our patient if they should have additional questions.

  We apologize to our patient for any inconvenience in their resolution of this concern.

  Please let me know if you need anything else.

   

  Sincerely,

   

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

  Customer Experience Manager

  Providence Health and Services/Swedish Health Services

*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. ↩