ComplaintsforOak Street Health/Corporate

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *************, in ********, this facility reach out to myself something like a elderly recruiting this July 2024, I decided to visit this *****, facility what they call introduction to see if this ****** care facility fits your needs everything sounded so wonderful they get all your information / insurance my 1st appointment was July 8 2024, 10:00 am for lab work , next appointment was to be a review of the lab results July 15th 2024, at 9:00 am , well that's when all the confusing started They (Oak St health) just start calling myself over 7x leaving messages to return the call , once you try returning the call nobody at the facility knew who called you next they started canceling my appointment without notifying me until i was already at the appointment this Oak ST health have no communication with myself as a patient they left myself scrambling to find other healthcare on there tv commercial everybody skipping and happy showing great service but it's NOT like that isn't that called FALSE advertisement

  

  Business response

  07/24/2024

  Hello! Oak Street Healths mission is to deliver an unmatched patient experience. Were happy to hear that a teammate was able to reach you and help you make an action plan. Please contact us at ************** if you need any further assistance. 

  Customer response

  07/24/2024

   
  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

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ********************************* and I am the daughter, caregiver, and ***** of ******** of patient *************************** who is being seen my ******************************* at Oak Street Clinic in *****, IL off of Summit Street. She has been a patient at this facility since 2016 and has never experienced the problems that she has experienced in the past 5 months there. Please see the following screenshots of the incidences I like to discuss.

  

  Business response

  06/03/2024

  Hello, thank you for taking the time to share your experience with us. Oak Street Healths mission is to deliver an unmatched patient experience. We take your feedback very seriously and are looking into this matter. I am asking a teammate to reach out to you directly. 

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *******************, office mgr., Failed to submit bill with ***************** information (UHC not Humana), which I have provided Oak St health in person and over the 800 telephone. ****, Nurse Practitioner Submitted claim with three wrong billing codes (hypertension, heart disease, and another) and excluded the right code for Vitamin Deficiency, causing denial of payment, per DLO phone reps. ******************* failed to schedule me for 6 weeks of onsite counseling with their new social worker, and failed to notify me when she became avail. Per ********* I am allowed to utilize this mental health benefit, which *******************, strongly opposes. *******************, is a very difficult person to deal with, being very rude, hostile, dishonest, argumentative, when you respectfully disagree with her, and she resorts to extreme measures escalating a discussion unnecessarily and creating a hostile, unsafe environment for patients, against Oak Street policy. She is also very incompetent and arrogant. In trying to take care of the billing issue, she kept my bill. She lied about what happened in her office, denied scheduling me for 6 weeks of counseling with social worker which jeopardized my overall mental health and physical well being. Anytime I seek mental health related care from ****, she gets very belligerent, becomes an obstacle, who gets in my way on purpose, for whatever reason. I don't understand it. ********************, in the office gave me horrible medical advice and made inappropriate comments. After telling me that I was Pre-diabetic, he encouraged me to keep eating sweets, telling me "it was unrealistic for me to stop eating sweets cold turkey." I am sorry, but the advise would be to "stop eating sweets" if you're at risk for Diabetes (pre-diabetic) at my age. Also, when I requested a reference to a suitable ********************** for IOP and advised him of bad mental hospital ratings in *****, ******************** rudely Replied, "They aren't *************** Seniors, the Disabled deserve better

  

  Business response

  05/03/2024

  The bill actually was sent to the correct insurance - his claim is actually false. I have tried to recode it despite having to call the local authorities due to his behavior and refusal to leave - unfortunately, the lab has been unable to find a diagnosis code that will cover the lab order - I am happy to get with my account rep and see if she can get it written off if that is what he is wanting.
  Also - we have sent him a certified mail with delivery confirmation regarding the termination - he has yet to allow **** to deliver

  Customer response

  05/06/2024

   
  Complaint: 21540186
  
  I am rejecting this response because: *********************** is being untruthful and escalated bad communication amongst us when I simply asked her to allow me to schedule six counseling sessions with her in her office, which under Oak Street's agreement with the government sponsored ******** and ******** Advantage Plans, I am fully entitled to. The more she said no, the more I asked why, in a very kind voice. That did not stop her from escalating her voice to me as if I were a child. Rewind, a year prior, I was told Oak Street location had a clinical social worker onsite to utilize, but she had quit before I could schedule a visit. When a new social worker was hired, **** decided against scheduling me to see her for personal reasons. **** being a nurse, this goes against even her training because while holding it together in her office, I was emotionally suffering inside and **** knew this and stood in my way. Those six sessions would have helped me. ****, indifferent to my being allowed to question her reasons for the blatant denial, caused her to get upset because she is controlling and wants peopel to accept no without question. That is not who I am. I am a human being who takes charge of his health care and when I asked to speak with the Doctor, who was over her, she started talking loudly, raising her voice and threatening me like those *****'s in videos to call the security to have me removed, simply because I asked her questions. This part is true, that she conveniently left out, in addition to lying that I blocked her in her office and kept her from leaving, when I simply was sitting down in my seat in shock and disbelief that she was acting so unprofessional, and inappropriate for a health care work,w ho showed no concern from my mental well being when she denied those six visits, in addition to blatantly billing the wrong insurance. Her office billed two separate bills for a Janaury 4, 2024 visit. One for a primary care visit, and the other for a Vitamin D defiency blood test. They split the billing up between billing United Healthcare for the doctor visit, and billing Humana for the blood work, for the same date of service. How unbelievable was this? It made no sense from someone who is both a nurse practionier and office manager, who lacks self control, compassion,  and the ability to properly bill medical visits. What a horrible organization overall. They also owe me on my AARP membership fees they were supposed to pay, but never did. They are also a business fraud. Please investigate. 
  
  Sincerely,
  
  *****************************

  

  Business response

  05/25/2024

  Our goal at Oak Street Health is to deliver an unmatched patient experience and we take this feedback seriously. We have attempted to assist the patient with his insurance billing to no avail and are unable to schedule him with a provider due to his termination from Oak Street Health.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I receive harassing calls at all hours of the day asking if I have ********* I have called into the company numerous times and I have gotten no resolution nor response to emails sent to ****************************************

  

  Business response

  04/17/2024

  Hello and thank you for reaching out. We have searched our database and do not have record of any interactions with you. Additionally, we have no record of your information, including name and telephone number, in our system. We encourage consumers to beware of spam calls and phishing attempts.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Getting CONSTANT harassing calls from Oak Street Health when I cancelled my initial apointment after learning of bad experiences with other patients. I have DEMANDED that all calls from them CEASE and DESIST on at least 3 separate occasions, to no avail. THEY WILL NOT STOP CALLING AND HARASSING US!! Can you PLEASE make them stop?

  

  Business response

  04/23/2024

  Hello and thank you for reaching out. Please know that this has been resolved and your phone number has been removed.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please find attached a spreadsheet with harassing phone calls from representatives of Oak Street Health that I have been receiving since September. 2023.I have filed a complaint on Oak Street Health's corporate website and the ***** website with no response. The couple of representatives that I spoke with were trying to get me to change my primary care provider and my ******************* Please know that I will not change to Oak Street Health due to this continued harassment.

  

  Business response

  12/06/2023

  Hello, please know that this has been resolved and your phone number has been removed.

• Initial Complaint

  11/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently had a telehealth visit with my APN, *****************************@ Oak Street Health which is located @ ******************************************************. I have opted for this particular delivery of my health care for going on 3 years now. I find it a good fit for my needs, inspite of my pre existing conditions e.g.diabetes, as a patient @ this health care facility. Also, being a retired health care worker for Loyola for over 25 years myself, I use what I've learned over the years to manage my health & wellbeing along with being a patron of Oak Street Health. I must admit I have experienced varied levels of pushback from my health care team led by *****************************. At times, it feels like some type of power struggle is taking place that often leaves me feeling overwhelmed, anxious, etc. I signed up originally with Oak Street Health because they seemed to be progressive minded, able to think outside the box regarding traditional healthcare and deliver customized health care based on the individuals specific needs. Thus far, I am of clear mind & lucid so I can articulate myself very well but I am being treated as if I am senile, difficult and needing psychiatric help. This is actually what one staff member told me when I simply asked about a remark she made on me having an 'enlarged heart'. This was the first I heard of ****** simply asked "I have an enlarged heart?" She made a face like I said something wrong, called me difficult & asked if I needed psychiatric 'help'. Who does that? This 'type' of communication between ************* seems to be increasing. What happened to the original mission of Oak Street Health towards the population they dedicated themselves to service? When I was employed @ Loyola if I said half of what they've said to me, I would have been terminated on the spot. Some years ago, I had a fender ****** & subsequently I sustained a low grade concussion, I found out later but it took an entire month to get the results from my MRI/radiologist.

  

  Business response

  12/04/2023

  Hello, thank you for taking the time to share your experience with us. Our goal at Oak Street Health is to deliver an unmatched patient experience. We'd like to hear from you and we've tried to reach you but unfortunately, we have been unsuccessful. If you'd like to speak with a teammate, please give us a call back.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  *see attachment

  

  Business response

  12/07/2023

  Hello, please know that this has been resolved and your phone number has been removed.

  Customer response

  12/14/2023

   
  Complaint: 20837721
  
  I am rejecting this response because: I reject this response because i have been told this before by Oak Street supervisors from the business. 
  

  
  

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

  

  Business response

  01/03/2024

  Hello. Please know we've taken additional measures to remove the phone number provided. This matter has been resolved. Please contact us at ************** if you need any further assistance.

  Customer response

  03/13/2024

  see attachment
  

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This Complaint pertains to the Oak Street Health facility on 25th and State St. in *******.Attn: ***********************, first Chief Wellness Officer ***** appears to be a drastic change in customer service at this facility. Is, this because of a change in management or the hiring of unqualified personnel? This past six months I, have had two appointments cancelled without notification. These appointments are my regular health check appointments. Mind you, on each occasion the appointments were made a month are more in advance. Being an Oak Street Health Patient, for more than seven years, I've never had a complaint until, these last six months. I've noticed my regular nurses and health care practitioner have all transferred to different Oak Street Health locations. And since this has happened the service has dropped, drastically. The clinic closes at 5 PM, and my appointments are for 3 PM, two hours before closing. This inconvenience has affected my days, by having to rearrange my schedule, without prior notification. The ** is bombarded with commercials about how the patients comes first at Oak Street and how they cater to their well being. Well they've failed in that area with me lately. As, I stated, this problem has arisen in the last six months and it's disturbing. I'm a seventy-eight year old senior citizen, who have spent a life time being efficient, dependable and responsible, in business and in my private life and I, don't intend to start accepting anything less at this stage of the game. This is my compliant, Sincerely, ***************

  

  Business response

  11/03/2023

  Hello and thank you for reaching out. Oak Street Healths mission is to deliver an unmatched patient experience. Were happy to hear that a teammate was able to reach you and help you make an action plan. Please contact us at ************** if you need any further assistance.

• Initial Complaint

  10/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  OAK STREET HEALTH has repeatedly called my cell phone with: pt names, appointment times, medication refills etc and left voicemails. I am NOT a patient of Oak Street Health. I am not affiliated with Oak Street Health. I do not know any of the patients involved in these healthcare services. There is a high probability of HIPAA violation here, as wel,l on behalf of these patients. I have also called Oak Street health numerous times and asked for my number to be removed from ANY call lists. I am on the ******* "do not call list." Even with yesterday's request and notice that I would be filing a BBB complaint and a complaint to the Federal HIPAA complaint service. I STILL GOT A VOICEMAIL today for a patient from them. This has been ongoing for a few months now. I did not know it would escalate to this point and so I have not saved every interaction. But now I have 2 voicemails on my phone that I have saved and 2 calls from 10/11/23, and 2 calls from today 10/13/23 and I will continue to save any additional harassment. I just want the calls to stop.

  

  Business response

  11/15/2023

  Hello and thank you for reaching out. We take your feedback very seriously and are looking into this matter.
  

  
  

  Customer response

  11/15/2023

   
  Complaint: 20734648
  
  I am rejecting this response because:
     I want confirmation from *** Street Health that my phone number has been rwmoved feom thwir system and they will no longer contact me.
  Sincerely,
  
  ***************************

  

  Business response

  12/06/2023

  Hello, please know that this has been resolved and your phone number has been removed.

  Customer response

  12/06/2023

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

*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. ↩