ComplaintsforLucile Packard Children's Hospital at Stanford

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My daughter had a high fever over ***** degree, fever last over 3 days and we followed pediatration recommendations and brought her to Stanford Pediatric Emergency Room. We waited over 3 hours without seeing any doctor, nor we were checked in to a room. They were extremely slow to help my kid, and at least 5 kid who arrived later were called before us. All they did is give my daughter some fever relief, which took 1.5 hours. We waited another hour the nurse just came to do covid test for child.The nurse helping for information entering also entered information for some kid who did not check in from front desk while we doing check in, seems the nurse know that kid and parent personally so they were able to skip the line for the first step of information gathering.We checked out after more than 3 hours of waiting time because we saw online someone had similar experience and haded to wait for over 10 hours.We checked out without seeing a doctor, nor using an emergency room, then guess what -- They are still billing us of Emergency Room usage. They billed insurance company over 4.6k dollars for something we even did not use. This is certainly abusing the system! And we have to pay 581 for copay etc, for just some fever relief my kid took.. Which is even not necessary as we do have those at home.The ER room made my kid situation even worse as she was extremely uncomfortable, while cannot sleep until mid night because of the slowness and careless from the hospital. We should not be charged at all.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Jan 3rd, 2024 ****** ********* MD ordered blood tests, s**** analysis and ****** genetic test that would be used for our following appointment with him on February 8th, 2024, to develop a treatment plan for a round of IVF.-I called the same day to make an appointment for my husband and myself.-My husband had an appointment on Jan 8th for his blood tests, s**** analysis and ****** genetic testing. My husband works in the east coast and comes home usually every other weekend for 2-3 days. I had communicated with Stanford about his logistical challenges and clarified that all his tests would be done on the same day, on Jan 8th, 2024. When he showed up for his appointment, Stanford informed that they didnt have the kit for the ****** test. Since my husband would be out of town for work commitment- his genetic test got delayed until February. -My appointment was on Jan 10th. I showed up on time and when only 2 vials of blood were drawn I asked the tech if she had enough blood to cover all the tests ordered by Dr. ********* I was assured that they had followed through with doctors ordered tests. -I waited 10 days to see the test results uploaded on the portal and when only 3 out of 13 test ordered results were published I called the doctors office for the delayed test results. Thats when the nurse informed me that the lab technician didnt perform the blood draw according to the doctors order and I had to return for another blood draw so that those tests could be done. -On Jan 20th, blood was drawn again and some tests were repeated since the lab tech couldnt verify which tests not to repeat. The ****** genetic test was repeated as well and the sample was sent again. I was weak from excess blood draw.I was never given any price chart or fee information for the blood tests. With my insurance most of my blood tests would be free done at *******, ****, and other medical institutes. Stanford failed to simple blood tests on time for a treatment plan.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The dates of the transactions are 5/18/2022 & 6/29/2022. I am a patient of Stanford Adult Medicine. Through them I was reffered to Doctors that I believed were a part of Stanford Adult Medicine. However, they did not tell me that they were referring me to Doctors at Stanford Children's Hospital, which I am now told is a completely separate entity that does share anything. Not knowing at the time, I wnet about my business and used insurance for everything I could and then paid for the rest. Months later Stanford Children's Health starts mailing me and sending me to PFS Group (their ******************* saying I did not pay for services. I try to reach out to both the collections agency and Stanford Children's Health and play phone tag with them for months. I even contact Stanford Adult Medicine to see if they have any insight or can help. They keep telling me on their end they see I have no outstanding payment/balance. Finally, I am told by someone at Stanford Children's Health that they created a Stanford Children's Health account in my name and biilled me services there!They do nothing to try and rectify the issue that they created an account without my knowledge or anything with being sent to collections. The balance they say I owe is $452.50, but I have documents from my insurance at the time that shows I have $0 to pay.

  Business response

  08/22/2023

  I spoke with ********** this morning and explained that we do not have any insurance information on file to bill. He confirmed he has insurance and provided the insurance information. I asked him to disregard the bills and collections. We will update his account and bill the insurance today. His account has been removed from collections.

  ********** also has my direct contact information for any other questions or concerns. At this time, no other follow-up is needed on my end, but please let me know if you need anything from me to complete this case on your end.

  Thank you,

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

  Supervisor- Financial Counseling/Assistance

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