ComplaintsforProvidence Health & Services

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Initial Complaint
09/30/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On July 26 2024 I suffered an injury that I expected to be a biceps/tendon tear. I went to Providence ************ Tarzana Ctr Emergency Ctr on **********************************************************************************. After waiting for around 20 to 30min a doctor saw me. She asked me what was the reason for my visit, which I said I expected to have a biceps tear. She held my hand and asked me to pull against it, which caused me pain. She said that most likely I did have a biceps tear and I would need a MRI to actually be sure. That was the extent of the care provided by the Emergency center, which lasted less than 5min. Around 5min after she left, someone from finance came and said they called my insurance and that my charge was still part of my deductible so the insurance wouldn't cover it. I asked how much was the charge for my visit, which prompted the response "Your total is $300.00, do you want to pay now or later?". I paid the total. In August, I received a later from ************** stating that now my charge was $543.00 and that I had to pay $243.00 in addition to the $300.00. I called customer service, they said they would put the charge on hold and look into it. On September 14 I received another letter from *************************************, this time stating that my charge is $970.80 with an adjustment of $178.81 leaving a pending due of $791.99. If I was told at the hospital on July 26 that my total was $300.00 and I paid the total, the Hospital should close the case.
Business response
10/11/2024
Dear BBB,

Thank you for this communication. A Providence Health and Services Representative spoke with our patient earlier today. During the call our representative discussed our patient's charges and how services are billed. We have mailed a Providence Health and Services Finacial Assistance application to our patient for their review. Our representative also assisted with a conference call to the Emergency Department physicians billing office (Tarzana Emergency Medical Associates) to confirm patient balance and request of a coding review.
Our patient has direct contact information for our representative if they should have any additional questions.
We apologize for any inconvenience to our patient in their resolution of this concern.
Please let me know if you need anything else.
Sincerely,

Joe DePinto
Customer Experience Manager
Providence Health and Services
Initial Complaint
09/11/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello, I received two bills from Providence. I applied for Financial Assistance and was recently qualified for 100% assistance. However, one of these bills (guarantor #********) was sent to *************** collection agency on July 31, 2024. The bill amount was $1,694.18. I spoke to *************** and they stated that the bill was still with them and that they hadnt heard an update from Providence regarding the bill or the status update approving me for 100% financial assistance which wrote off this bill in its entirety. I then called Providence ************** and the Providence Financial Assistance. At first I was told I would have to pay the bill, but then a representative told me I wouldnt have to pay it because I qualified for financial assistance (the total debt had been written off). She said that the bill is for emergency services (not a third part ******) and that financial assistance does apply. Im filing this complaint (as I did with ***************) to bring everyone on the same page and have the debt in question removed from *************** collections. I have attached screenshots that show the bill in collections, the *** of the financial assistance letter and a copy of the billing page that shows a $0 balance for both bills, but one is still in collections.
Business response
09/13/2024
Dear BBB,
Thank you for this communication. In review of our patients account, the 100% financial assistance award has been applied to all accounts, and the patient has a zero balance. The account in question has been closed with ****** & ******. A letter will be mailed to the patient to this effect.

A Providence Health and Services representative has been in contact with our patient to explain the resolution, and he expressed satisfaction with the outcome.

We apologize for any inconvenience in the resolution of this issue.

Please let me know if you need anything else.
Sincerely,

***************************************
Customer Support Liaison
********************************************* and ********************
Customer response
09/13/2024

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. Thank you to ************************ and BBB for helping facilitate this communication.

Sincerely,

*************************
Initial Complaint
08/31/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was informed via a phone call from my daughter's primary care physician's office on Thursday, August 29th that Swedish Health Services would no longer accept my insurance, Aetna, as of September 1st. I had received no notification from Aetna and no notification from any of my family's doctors who are all associated with Swedish Healthcare. I am now left with paying fully out of pocket for out of network care as it is impossible to change providers on 2 days notice. Swedish should be held accountable for their failure to notify their customers of this change in a timely manner that would have allowed us to seek alternate care providers within our insurance network.
Business response
09/11/2024
Dear BBB,
Thank you for this communication. Although we were unable to reach the complainant by phone, we did send an email communication earlier today informing them that ***** and Providence/Swedish recently reached an agreement, and the payor will remain in network.
Patients are encouraged to contact Aetna with specific questions by calling the number on the back of their membership card.
The clinic will also reach out and assist with rescheduling the appointment of the family member.
We apologize for any inconvenience in the resolution of this issue.
Please let me know if you need anything else.
Sincerely,

*********************
Customer Experience Manager
********************************************* and ********************
Customer response
09/14/2024

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
08/14/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had an emergency room visit in March of 2024. Swedish Medical (aka Providence) is unable to provide a complete record / accounting of the bills I will incur (including bills to be sent by third parties.) In May 2024 I requested this information. They stated they only have the ability to provide charges that will show on "my chart". They were unable to provide any additional information on bills I will receive as a result of my visit. In August 2024 I received a text message from a third party with a link for making payment. I am asking simply for a full and complete accounting of any and all charges I have or will receive, including charges from Swedish Medical and any additional third party charges. Third party text messages from companies I have never heard of, sent 5 months after my emergency room visit, do not equate to transparent billing practices. I contacted Swedish Billing customer service again on 8/13 and 8/14 and they again said they are unable to provide me with information regarding charges I can anticipate for my visit and what companies I can anticipate them from. There is absolutely no way for a patient to understand what charges will be due from an emergency room visit at *******.
Business response
08/16/2024
Dear BBB,

Thank you for this communication. A Providence Health and Services/Swedish Health Services representative reached out to our patient by phone recently. Our patient is upset that all services provided during their hospital visit are not billed through Swedish. Our patient also expressed concern that they were not made aware of the fact that they could receive billing from outside providers.
Our representative did assure our patient that they will provide this feedback to our Patient Experience leadership team. In addition, our representative has contacted the outside providers who will mail itemized statements of their services to our patient. Our representative has also mailed a copy of an itemized statement of Swedish Medical Center provided services during our patient's visit.
We apologize for any inconvenience to our patient, and we thank them for their feedback.
Please let me know if you need anything else.
Sincerely,
*********************
Customer Experience Manager
********************************************* and ********************

Customer response
08/20/2024

Complaint: 22144442

I am rejecting this response because the correspondence from ********************* does not accurately reflect my complaint. ***************** incorrectly writes, "Our patient is upset that all services provided during their hospital visit are not billed through Swedish."
That is incorrect and does not reflect either the phone conversation I had with the *************** Representative, OR THE WRITTEN COMPLAINT FILED WITH THE BETTER BUSINESS BUREAU.
I am not concerned or upset by bills coming from Third parties. I am concerned that I have not been provided with any accounting of what bills are forthcoming for an emergency room visit that occurred 5 months ago. As I wrote in my complaint and verbally communicated, my request is for a written account of costs incurred for services rendered, including costs that will be sent via third party. I AM ASKING SIMPLY FOR A FULL AND COMPLETE ACCOUNTING OF ANY AND ALL CHARGES I HAVE OR WILL RECEIVE, INCLUDING CHARGES FROM SWEDISH MEDICAL AND ANY ADDITIONAL THIRD PARTY CHARGES.
I am currently awaiting the itemized mailed statements from Swedish Medial and "Outside Providers". Currently I have not received any statements. Swedish has not provided a list of who those providers are (Provider Names). Swedish has provided no follow up information or response to my complaint in writing. I will not accept a response from Swedish until the documentation requested is received.
I also notified Swedish that they, and their third party providers, are not authorized to send invoices via text message. Despite this direction I received a text message requesting payment on 8/16/24.

Sincerely,

***************************
Business response
08/30/2024
Dear BBB,
We apologize if we were not clear in our response to you or our patient in regard to his request for an accounting of full charges for services provided.
Our representative has contacted Eastside Emergency Physicians ************ and Radia ************ and has requested itemized statements from those offices to be mailed to our patient on the patient's behalf. While it can take two weeks for receipt of those documents, we hope by this date our patient has received those documents for his review. In addition, we have mailed an itemized statement from our patient's visit to the ***************************************** emergency department for the facility related charges. Our patient should receive three separate statements for review. (Swedish, Eastside and Radia)
In addition, we have reviewed our patient's Swedish Health Services account to confirm that text messages will not be sent from our organization.
We apologize for any inconvenience to our patient in his resolution of this matter.

Sincerely,
*********************
Providence Health and Services
Initial Complaint
08/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Providence is the medical provider that my primary care physician Doctor ******************* is under. On July 16 this year, a Providence *** called me and said they noticed I have a Local Plus plan, stating they no longer accept Local Plus plans and only accept Open Access Plans. They considered my plan out of network as of January 1 this year, but they never notified me until July. They told me I have 30 days to switch (as if they thought I could just do that). I told them my employer only lets me enroll in a new plan in April. My employer confirmed their deadline to change plans is May 15. Providence had notified me two months too late. I was going to see **************** in the middle of August about a pain I've experienced that I fear could be cancer. Providence abruptly cut off my PCP from me. I was also scheduled to see my oncologist in October, but this sudden denial of care now prevents me from seeing my oncologist, too. I now have to wait months to see a new doctor about my personal pain, delaying any treatment I need. I've attached my internal messenger conversation with the Providence Reps. *** also ***orting this to the Oregon **************
Business response
08/27/2024
Dear BBB,
Thank you for this communication. A Providence Health and Services representative recently spoke with our patient by phone. We did convey to our patient that their concern is currently under review by Clinic leadership and our contracting department. Providence has requested an Out of Network exception through our patient's insurance, Cigna and we are currently awaiting their response.
We will connect with our patient in approximately two weeks to provide an update and/or next steps.
Please let me know if you need anything else.

Sincerely,
*********************
Customer Experience Manager
********************************************* and ********************

Customer response
08/27/2024

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. I will wait for their response and see that they follow through.

Sincerely,

*****************************
Initial Complaint
06/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On July 5, 2023 I went to see a lactation specialist. Swedish billed my insurance, United healthcare. Originally, United paid the cost but in December of 2023 the took the money back from Swedish. The reasoning on the claims was "This procedure or supply is part of the global service. These charges are not eligible for separate reimbursement. (O5)" Now Swedish is charging me $430 dollars, but it is my understanding that this was a follow-up appointment for lactation care and should not be billed.
Business response
07/09/2024
Dear BBB

Thank you for this communication. A Providence Health and Services representative spoke with our patient earlier today by phone. During the call we let our patient know that Providence is appealing the take-back of the *** payment and have removed the balance from patient liability.
Our patient is satisfied with steps taken to date to resolve this concern.
We apologize to our patient for any inconvenience in their resolution of this matter.
Please let me know if you need anything else.
Sincerely,
*********************
Customer Experience Manager
********************************************* and ********************

Customer response
07/11/2024

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
06/18/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Had waited 3 hours bleeding all over the floor of the hospital when only 5 people were in front of me. Other people who were checking in after me had gotten a room and checked out before I was even seen, while still bleeding out asking to be seen
Business response
07/08/2024
Dear BBB,

Thank you for this communication. Given the nature of this concern, we have forward to the Providence Health and Services ****************** team, (QM), and it is currently being managed though their internal clinical review process.
The QM team will reach out directly to our patient.
Please let me know if you need anything else.
Sincerely,
*********************
Customer Experience Manager
********************************************* and ********************
Initial Complaint
05/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
July 15 2023. Im a paramedic and brought a patient into their ** in Lubbock Tx. I passed out. A front desk girl told the ** staff I was having a seizure. I wasnt. They administered versed that they shouldnt have. I lost control of my airway and aspirated. Due to this I was hospitalized for 3 days for aspiration. The bill is ****** because of them. I applied for charity and could prove I only have $4-600 a month left over. The denied me charity. The lowest they will allow me to pay is $436. They know this is putting me into a financial crisis. I dont have money for food now, ** going to lose my car therefor my job because of this bill. I asked if they would let me skip 1 payment and they said if I did they will double my monthly payment. I brought a sick patient to them, and they have ruined my life. I cant afford this payment and they wont work with me at all. I sent them all my banking info, my bills and paystubs and they are fine letting me live off of $100 a month even though 90% of this bill is because of a medication error they made. If anyone that can help is reading this, please help me. Theyre ruining my life. All Im asking for is a reasonable payment. I could have done a lot worse to them after they did what they did, but I didnt. I agreed to pay the bill because I thought it was right. In turn this is what they are doing to me I just happened to be in their facility and pass out. They saw an opportunity to wrack up an astronomical bill. If providence reads this I imagine theyll reach out and make me jump through hoops that I cant, then respond on here they resolved the is*** while leaving me in the same situation. I only want to be treated like a human. Im tryin to pay this bill. Some people dont even pay a ***** and even then they are just 100% taking advantage of me. After I lose my car, Ill lose my job. I wont be able to pay anything Theyll turn me into a collection agency that will *** me. Ive paid them the full amount every month.
Business response
05/29/2024
Dear BBB
Thank you for this communication. A Providence Health and Services representative spoke with our patient on 5/21/2024. We are working with our patient to resolve their billing and care concerns.
Our patient has a direct contact phone number to our representative and will be our patient's point contact as we work together to resolve their concerns.
We apologize to our patient for any inconvenience in their resolution of this matter.
Please let me know if you need anything else.
Sincerely,
*********************
Customer Experience Manager
********************************************* and ********************

Customer response
05/29/2024
The *********************** is currently working with me on an agreed upon resolution. The representative has been nice and courteous.
Initial Complaint
05/06/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Providence sent my bill to a collection agency. After a couple visits to my primary care manager I was notified a month later from a collection agency that I owed them money. I paid the collection agency, then found out that Providence said they had my information but not my mailing address so they sent a bill to collections. Why they didn't email or ****, I do not know. Come to find out, Providence sent the bill to the wrong people, yes they sent the bill to the incorrect place. They had the wrong billing, never corrected it, and now I'm out almost $500 when all they had to do is call or email me....Or bill the correct people. I am a retired military veteran and this has been 6 months and I have still not got my refund.
Business response
05/21/2024
Dear BBB,

Thank you for this communication. A Providence Health and Services representative spoke with our patient earlier today. Our representative was able to share the results of our review during the call.
We did notify our patient that a refund in the amount of $415.50 is being placed in the mail to them this week. Also as a resolution to this concern, we are adjusting the balance for the date of service in question. We believe these actions resolve this billing matter.
We apologize to our patient for any inconvenience in their resolution of this issue and we thank them for their Military service.
Please let us know if you need anything else.

Sincerely,

*********************
Customer Experience Manager
********************************************* and ********************
Customer response
05/21/2024

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
05/03/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Around the New Year of 2023, my child and I each visited separate Providence urgent care centers and Ive been fighting for accurate billing and reversal of erroneous charges ever since. First, my child was seen by appointment at Providence *********** in ****, to be treated for Pink Eye so she could return to school. We were in the building for a total of 9 minutes including 4 with a care practitioner who assessed her from across the room. We received 2 invoices: No. 853003412247_PB_53 for $245, (insurance-adjusted amount due $41.72, which I paid) from Providence *************************** Center, coded as Office/Other Outpatient Services; and 270000231234_HB_53 for $159 (insurance-adjusted amount due of $144.53) from Providence ************* Napa, listed as ER/Clinic/Misc performed the same date. My visit, a week later, to a UC center in **************, again garnered two invoices: One with no invoice ID (acct #*****, 1/7/2023) for $299, coded *********** at ************************ Health UC2 (insurance adjusted amount due of $25, which I paid); and 270400359343_HB_53, for $159 (insurance adjusted amount due of $137.67), coded Emergency Room at the Providence ********************** Center, performed same date. After months of calls to their collections agency, my insurance carrier, and Providence (one of which was aggressive in demeanor, refusing to escalate to a supervisor and insisting that my ONLY option is to pay up -NOW- or pay additional collections agency fees and face collections, legal proceedings, court judgement, ruined credit), I have learned that for the bills which were coded as ER, I am responsible for all costs up to my ER per-visit deductible of $150.00, rather than the $25 co-pay for a UC visit as quoted in my carriers Summary of Benefits. We intentionally chose UC centers for these minor but timely issues to avoid an ER and subsequent ER bills. Yet somehow Providence thinks its reasonable to charge us for visiting an emergency room anyway.
Business response
05/09/2024
Dear BBB,

Thank you for this communication. A Providence Health and Services representative recently spoke with our patient by phone. We certainly understand our patient's concern about the billing they received. As a resolution, Providence has made adjustments to the accounts in question. This was a satisfactory resolution for our patient, and we now consider this matter resolved.
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
********************************************* and ********************

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