ComplaintsforSSM Health Dean Medical Group

• Initial Complaint

  02/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction: 12/13/23 Provider name: *************************** I was charged ************** Low 20 Min - ***** (CPT) on top of my preventative maintenance charge and asked what it was for. SSM ************************ will not provide the details of what my charge is for. The customer service will only provide the definition of what it is. I asked for specifics - I had a pap smear and a charge associated with that, a vaccine and that charge, a preventative 'wellness' check, and confirmed the drugs I'm taking and side effects I'm having. There was nothing else discussed. The doctor did ****** what impact may be with a drug I'm taking. Nothing further. I asked SSM to provide details of what that charge was for and they won't. They keep replying it was answered. The first reply was it was answered on 2/7, and today, I get a response it was answered on 2/9....so they aren't seeing any answers to why I'm being charged specifically above the charge of a wellness visit. I want the specifics and transcript of the charge. This was a WOMANS HEALTH visit and it wasn't coded that way. ******* I spoke on the phone yesterday said it was coded as new patient and preventative but should have been a woman's wellness. So some of the team sees a correction is needed but they won't review it, or reply to my email with the details. I've paid the bill to avoid collections but the business is overcharing where they shouldn't be or they are unable to provide evidence of the charges therefore a charge should not be there.

  Business response

  02/17/2024

  This correspondence serves as SSM Health's response to Complaint # ******** 

  Discussion and treatment of chronic conditions are outside the parameters for a wellness visit and will incur an additional office visit charge. 
  
  The patient is requesting the transcript of the visit conversation that indicates service was provided outside of the scope for wellness. This patient has an active My Chart account and visit notes can be viewed in My Chart. The patient may also go to SSMhealth.com, sign an authorization and request a copy of her medical record.

  The billed charges are correct for the services provided. 

  ************** SSM Health ***************** Serivces 

  Customer response

  02/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

  Customer response

  02/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I have called to ask for a specific transcript due to the charge.  They won't provide it to tell me specifically what the charge is for. There was no additional discussion that warranted a charge above annual maintenance (other than a 3 minute ****** review on medical reactions).  I reviewed ******* and there is no explanation for the charge. I reviewed the *** and there was no indication of what the charge was. I have all the definitions but my complaint is that the charge doesn't match the record. They can not provide any details of what was discussed and why I was charged.]
  
  Regards,
  
  *************************

  Business response

  02/28/2024

  This correspondence serves as SSM Health's second response to Complaint # ********. 

  **************** is requesting a transcript of the visit that will justify the billed charge for an office visit over and above the wellness visit. Due to privacy laws and HIPAA, any transcript that is part of the medical record must have a signed authorization for the release of that record. **************** can go online to SSMHealth.com and request the information she is seeking by completing the authorization form. She may also go to any SSM Health hospital in person and request her medical record by completing the signed authorization. SSM Health is not able to fulfill her request on this platform. 

  Thank you, 

  ************** SSM Health ***************** Serivces 
  

   

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SSM issued a notice of a data breach with their customer service company. Their response was that they were hacked. I know through my experience and phone calls with them that they took my social security number when they were not supposed to. Shortly after this phone call I received notice that someone applied for credit cards from ***************** and ***** Bank leaving multiple hard inquires on my credit report. When I addressed SSM about this they brushed it off and told me I couldn't prove it happened. Then in December the letter was released that there was a data breach between July 12 and July 25 2023. Those were the exact weeks I was on the phone with the employees giving my social security number to apply for Commerce credit--which I was informed by another employee that I shouldn't have had to give it to them because it was already in the system. Meaning, multiple employees took my social without actually applying me to Commerce and then tried to take credit cards in my name. SSM ignored me and denied everything. All of the calls I made to them were recorded so they should have it all on record, even the ones that prove the employees took my social over the phone when they didn't need to.

  Business response

  02/19/2024

  This correspondence serves as SSM Healths response to Complaint # ******** 

  SSM Health ***************** Serivces offers patients the option of an extended payment plan through our Health Serivces Financing (HSF) Program with Commerce Bank. The Commerce (HSF) Line of Credit can only be used for balances at SSM Health. An account cannot be opened, and the funds sent to the patient or guarantor. There are safeguards in place due to no credit check. Commerce requires two forms of identification, the guarantor SSN and address for the last two years. It is standard process to ask the guarantor requesting the *** to verify these two forms of identification. 

  Information regarding the *********** breach was sent to every individual whose information was present in the impacted servers. If that individual believes they were potentially impacted, they are urged to call IDX at ************. Navvis or IDX will follow up with them after Navvis reviews the information to confirm if they were impacted. There is no connection between the data breach and the Commerce ***. The consumer is urged to contact ****** and discuss their concerns. 

  Thank you for allowing us the opportunity to respond to this complaint. 

  ************** SSM Health ***************** Services 

   

   

   

   

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My account number is ************. I was told that i owe $462 for my bills that i paid. Eventually after billing adjustment, **** was reduced to only $80.13 I was told that the $380 will be credited to my CC used to pay the bill couple of months back but i never saw the credit. Every time i call, i have been told that they are working on it. Its over 3 months and money was never credited to my Credit card. Please assist.

  Business response

  02/06/2024

  This response serves as SSM Health's response to Complaint # *********. 

  The refund of $381.05 was processed and refunded back to the credit card used to make the original payments. It may take up to 30 days for the credit card company to post that refund to the consumer's account. The consumer will need to follow up with their bank for verification. 

  Thank you for allowing us the opportunity to respond to this concern. 

  ************** SSM Health ***************** Services 

  Customer response

  02/08/2024

  [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,
  
  **********
  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date of service: June 24th-26th 2022.My daughter was sent to collections for unpaid bills for an echocardiogram. We never received any statements, "they had us on paperless billing," yet I was still getting sent bills for my services. We have still yet to receive a bill 9 months later. Until a collection agency called me to collect, I had no idea We even had any pending transactions for that service. They failed to do anything to remedy the situation. They also sent me more bills for my service 9 months later, I contacted my insurance company and they claim those services were not even sent to them. Ssm claims they did, but we never received an EOB for those services so it does not add up. I do not believe I owe these.

  Business response

  04/24/2023

  This correspondence services as SSM Health's response to Complaint # ********

  SSM Health's default billing option for My Chart users is paperless billing. Notifications are based on the users preferences (email, text, phone call, etc.). Both dates of service were billed to the members insurance and both have payments and adjustments indicated on the statements. Both balances are valid for the services provided and both balances remain ************** responsibility. 

   

  Thank you for allowing us the opportunity to respond to this complaint. 

   

  ************** Senior Patient Liaison 

  SSM Health ***************** Services 

  Customer response

  04/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *********************************

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since I begin going to **** health clinic I have been continuously harassed and accused of drug addiction when I am not a drug addict.I have never been anything but as clear as day and honest about anything about myself with these people and what are they do accuse me of trying to get painkilling drugs for pleasure.When I go to them for actual real help they misdiagnosed me multiple times and again accused me of trying to get painkillers. Because I dont shave because I dont have short hair because I dont work 9 to 5. Im a self-employed author these people have continuously harassed me ridiculed me and shamed me and not provided help for me and charged me thousands of dollars.Ive been sick from Covid for eight weeks I called them and explain to them that I have a urinary tract infection and I need antibiotics. They absolutely lied to me. I called a week later when they told me they couldnt help after I got COVID again.The staff was extraordinarily rude. Beyond rude. They should all be fired. I suspect they should work in an animal yard putting animals to sleep.Id like a refund my money. Id like an apology letter. And Id like restitution for $150,000.To get the antibiotics I needed all I had to do was fill out an application online and pay some $60 The absolute most horrific experience Ive ever had in my life are dealing with the women that live in the city. Absolute BS. I am in the middle of a case where the manager of my cant I just got fired for also falsely accusing me of things.

  Business response

  08/04/2022

  August 4,2022
  
  *************************
  *******************************************************
  Phone: **************
  Better Business Bureau
  
  RE: ID ******** - *****************************
  
  Dear *************************:
  
  This letter is in response to your letter dated August 2, 2022, regarding the complaint against SSM Health **** Medical Group filed with your agency by *****************************. 
    
  
  We have investigated this matter.  We do not find any evidence that supports *************** complaint.  We find no evidence of discrimination.  We are sorry he did not receive the type of care he expected to receive. We are unable to honor his requests. 
  
  If you have any questions regarding this matter or require additional information, please feel free to contact me.  Thank you.
  
  Sincerely,
  **** ****
  SSM Health **** Medical Group Patient Relations

  Business response

  08/05/2022

  Via Email

  August 4, 2022

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

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

  Phone:

  (414) 847

  -

  6073

  Better Business Bureau

  RE:

  ID

  17656455

  -

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

  Dear

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

  :

  This letter is in response to your letter dated August 2, 2022, regarding the complaint against SSM

  Health **** Medical Group filed with your agency by *****************************.

  Due to state and federal privacy laws, we cannot share details of **************** care and treatment with

  SSM Health **** Medical Group unless he provides a signed authorization allowing information to be

  released

  .

  However, we have thoroughly investigated this matter. We reviewed the patients medical records and

  discussed the complaint with his primary care provider. Our review found no evidence corroborating the

  all

  egations made in the complaint filed by ****************, nor did we find any evidence of discrimination.

  Nevertheless, we are sorry he did not receive the type of care he expected to receive.

  Based on our investigative results, we decline ****************

  request

  for

  monetary restitution.

  If you have any questions regarding this matter or require additional information, please feel free to

  contact me. Thank you.

  Sincerely,

  **** ****

  SSM Health **** Medical Group Patient Relations

• Initial Complaint

  04/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2017 I went into dean clinic with a broken wrist , I received x -rays and didnt have insurance (my wife lost her job and cobra way to expensive) she had signed us up for insurance prior to accident with Obamacare, which doesn't go into effect until the following month-(?) I requested or suggested an x ray of the elbow as a precaution and the x-ray tech said while getting it they had to do 9- 3 from each angle! The elbow wasn't obviously injured, and I protested the excess... she said that they have to do that many! So I'm there to get treatment for a severe fracture what do I do- so I said If you must...Etc Well I knew the M.D> who analyzed the x-rays interpreted them and actually called him to request a reduced adjustment that the insurance company does and he said that he couldn't do anything about the rate system. I was charged double the insurance rate and not only that had excess x rays that only showed some minor bleeding that I didn"t want that many so the charges were over 200/ x-ray and over a half dozen unneccessariy and unwanted.

  Business response

  05/03/2022

  Dear *************************:
  
  This letter is in response to your letter dated 4/30/22, regarding the complaint against SSM Health **** Medical Group (DMG), filed with your agency by ***************************. 
  
  DMG is required to follow the billing guidelines of the American Medical Association (***).  ************ for which a physician bills, has strict criteria which must be met. The *** dictates that we **** separately for each individual service.  
  
  A review of *************************** medical record shows he was seen at SSM DMG *********** on 10/5/17.  Based on the injury and symptoms, the provider did order a wrist x-ray. ******* was also referred to SSM DMG Hand and Upper Extremity. That visit was on 10/12/17 and the provider ordered a wrist, elbow and forearm x-ray. Recommended treatment options were discussed with the patient.
  
  Normally we would send the complaint to the provider of service and request feedback regarding the decision on treatment. However, this is regarding care received in 2017.  It appears ******* was billed appropriately for services received.   As a goodwill gesture the x-rays on date of service 10/12/17 have been waived.  Any adjustment to the account will be sent to the patient under separate cover.
  
  Thank you for bringing this situation to our attention and allowing us to address the issue.
  
  Sincerely,
  **** ****
  SSM Patient Relations
  
  CC: ***************************

• Initial Complaint

  12/24/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On December 3rd 2021 I was admitted to Monroe Clinic for a sever infection that occurred when a dog bite on my forearm was improperly treated and stitched close. On December 4th 2021 around 3:30pm my step mom noticed another patients dried blood all over the side of my hospital bed. After contacting a nurse to clean it, she noticed more blood on my bathroom door handle, door lock, and door frame. I had previously used this bathroom and touched these areas without seeing the blood. During this time I had an open wound that was being cleaned and packed every 3-4 hours. After finding the blood in the bathroom my step mom contacted the nurse for a second time, and asked that an incident report be filed on this matter. This incident report was filed, but the hospital refuses to release the information to me.

  Business response

  12/24/2021

  I only handle SSM **** Medical Group, I do not handle ****** hospital complaints. I will see if I can find out who does.  Thank you.

  Customer response

  12/27/2021

  [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. 
  

  I would love further information on how to file through Monroe Clinic Hospital.
  
  Regards,
  
  *************************

  
  

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