ComplaintsforStanford Healthcare

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Initial Complaint
09/06/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
To Whom It May Concern: My name is ****** *****. I am an existing Stanford *********** patient. I have now been trying for many weeks to schedule an appointment in their Emeryville neurology department. I was told I could not self refer (although I am a ******** patient), and needed a referral from my primary care physician. My primary care physician sent this referral. Stanford sent it back, saying it did not have a diagnosis on it. I have called them repeatedly and they have repeatedly said they need the diagnostic code (although one of their representatives said he could see the code). Today I went to my primary care physician's office for the sole purpose of getting a hard copy of the referral. And yes, it does have a diagnostic code on it. I again called Stanford, and asked to speak to a supervisor. I had to ask 5 times before I was put in touch with a supervisor. She again wanted to read me what her computer screen said - the same thing that I have been told on many calls to Stanford. I read the diagnostic code to her. This made no difference - and she again wanted to read to me what her computer screen said. But she did say she would call the primary doctor - which could have been any time in all the weeks that have passed. I hung up and have not heard back. This issue has caused me a great loss of time, and has also caused stress and upset. My desired resolution: 1) an immediate appointment, 2) recognition that scheduling is part of patient care and should be treated as such. 3) a review of what happened here, and what should be done so future patients do not have to go through this. Thank you for your help.
Business response
09/11/2024
We are sorry to learn of this patients dissatisfaction regarding their recent experience at Stanford ************ Stanford *********** is dedicated to providing excellent patient care and customer service to every patient at every encounter, and were disappointed to hear we did not meet the patients expectations in this experience. To comply with the California HIPAA law and regulatory agencies (Center for ******** and ************************************ the **************************************), we invite the patient to contact Stanford *********** Guest Services at ************ and ask to speak with a Patient Relations Manager. Patient Relations appreciates the opportunity to hear from the patient directly and remains available to assist the patient. The attached BBB Authorization to Release Health Information form does not meet the CA HIPAA requirements to release patient medical or financial information to a non-covered entity.
Customer response
09/17/2024

Complaint: 22212411

I am rejecting this response because:
I have already contacted them, but that did nothing.

Sincerely,

****** *****
Initial Complaint
08/02/2024
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.
I have had a serious medical issue for years. Stanford unilaterally canceled my appointments and treatment because of an insurance issue without discussing with me to get the new insurance or allowing me to pay cash.Unilateral denial of necessary medical services when treatment has been in process for months. This is against the law and hypocritical principles.
Business response
08/06/2024
We are sorry to learn of this patients dissatisfaction regarding their recent experience at Stanford ************ Stanford *********** is dedicated to providing excellent patient care and customer service to every patient at every encounter, and were disappointed to hear we did not meet the patients expectations in this experience. To comply with the California HIPAA law and regulatory agencies (Center for ******** and ************************************ the California Department of Public Health), we invite the patient to contact Stanford *********** Guest Services at ************ and ask to speak with a Patient Relations Manager. Patient Relations appreciates the opportunity to hear from the patient directly and remain available to assist the patient.
The attached BBB Authorization to Release Health Information form does not meet the CA HIPAA requirements to release patient medical or financial information to a non-covered entity.
Initial Complaint
07/22/2024
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.
The worst. After 12 hours waiting in the ** with an appendicitis, told multiple times there was an order in for pain meds when there wasnt, given an iv of fluids because after 12 hours I was dehydrated - only to have the staff never hook up the iv to my ******** taking 2 hours to finally get someone to actually hook it up to my IV, put in a hallway for 3 days because they didnt have any room, having a vaginal exam conducted in the hallway under the security camera, given conflicting reports by different staff, no follow up communications on what steps were next, and not given any liquids until the end of day 2 when I requested to AMA and take myself to another hospital. Oh and staff standing outside my hallway tent at 6 am laughing & gossiping with one another - without any respect for the very sign they put up asking for quiet.
Business response
07/23/2024
We are sorry to learn of this patients dissatisfaction regarding their recent experience at Stanford ************ Stanford *********** is dedicated to providing excellent patient care and customer service to every patient at every encounter, and were disappointed to hear we did not meet the patients expectations in this experience. To comply with the California HIPAA law and regulatory agencies (Center for ******** and ****************** ***************** the ********************* of ****** Health), we invite the patient to contact Stanford *********** Guest Services at ************ and ask to speak with a Patient Relations Manager. Patient Relations appreciates the opportunity to hear from the patient directly and remains available to assist the patient. The attached BBB Authorization to Release Health Information form does not meet the CA HIPAA requirements to release patient medical or financial information to a non-covered entity.
Initial Complaint
04/16/2024
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.
Hi,On 9/12/2023, I had an office visit to ***********************, ************************************* ********************** located at ******************************************* for my right wrist pain. I arrived at my scheduled appointment time but had to wait for about 30 minutes to see the doctor. ************ took a closer look at my hand and confirmed the diagnosis of my pain. I had a good impression with ************. The overall time of my appointment was about 20 minutes.Later on when I received the bill from Stanford ************ I noticed that it was coded with medical billing code ***** (CPT), which was for New patient office visit, ***** minutes. I believe my appointment with ************ was less than 30 minutes so charging with this code seems not fair to me. Please have a review.--- Billing Details ---Total Charges $812 Insurance Adjustments -$271.83 Patient Payments -$50 AMOUNT DUE NOW $490.17 Thank you,*****
Business response
05/07/2024
We are sorry to learn of this patients dissatisfaction regarding their recent experience at Stanford ************ Stanford *********** is dedicated to providing excellent patient care and customer service to every patient at every encounter, and were disappointed to hear we did not meet the patients expectations in this experience. To comply with the California HIPAA law and regulatory agencies (Center for ******** and ****************** ***************** the ********************* of ****** Health), we invite the patient to contact Stanford *********** Guest Services at ************ and ask to speak with a Patient Relations Manager. Patient Relations appreciates the opportunity to hear from the patient directly and remains available to assist the patient.

The attached BBB Authorization to Release Health Information form does not meet the CA HIPAA requirements to release patient medical or financial information to a non-covered entity.
Initial Complaint
04/16/2024
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.
I am writing to dispute a charge of $384.25 for a preventive care visit on Feb 7, with ***************************. Historically, such exams were covered under preventive care, requiring no out-of-pocket expense at all. And Ive double checked my insurance, the plan pays 100% for physical exams. However, this visit involved only a brief 10-minute conversation without anything else, raising my concerns about the justification of the charge.Given the discrepancy and my understanding of preventive care coverage, I request a review of my bill to align with the standard policy waiving it entirely. I believe this may be a result of a billing discrepancy and am keen to resolve this amicably.For any further information, please contact me at this email address. I look forward to your prompt response and resolution of this matter.Thank you for your attention to this issue.Sincerely,
Business response
04/30/2024
We are sorry to learn of this patients dissatisfaction regarding their recent experience at Stanford ************ Stanford *********** is dedicated to providing excellent patient care and customer service to every patient at every encounter, and were disappointed to hear we did not meet the patients expectations in this experience. To comply with the California HIPAA law and regulatory agencies (Center for ******** and ****************** ***************** the ********************* of ****** Health), we invite the patient to contact Stanford *********** Guest Services at ************ and ask to speak with a Patient Relations Manager. Patient Relations appreciates the opportunity to hear from the patient directly and remains available to assist the patient.
The attached BBB Authorization to Release Health Information form does not meet the CA HIPAA requirements to release patient medical or financial information to a non-covered entity.
Initial Complaint
03/15/2024
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.
I went to Stanford for physical therapy at their ********* facility after checking with my insurance to make sure they were a covered provider for physical therapy. I was told it was and that it would fall under my $35 co-pay per my insurance. I made an appointment with Stanford after having to wait over a month for be given a call back to make an appointment. I was not told that they would bill my insurance as an out patient hospital visit instead of the normal physical therapy visit charges, mind you the facility is not in a hospital. After being seen twice and them refusing to take my co-pay, someone called me from their billing department to tell me that they will be billing my insurance as an out patient hospital visit and not as a normal office visit for physical therapy and that I would be getting charged my $600 deductible plus co-insurance costs. I would have NEVER agreed to this as I have been to several other physical therapy facilities over the years and have never been billed like this. I am not financially able to pay this outrageous bill and would have never made the appointments with them had I been told how they skirt the system and fraudulently bill. This was not a hospital facility. The hospital is in another town for ****** sake so how was I supposed to know they were going to pull this insanity and think anyone would be ok with this? I want this billing corrected and I am not paying over $600 for something my insurance would have covered and I would have only have paid a $35 co-pay for if they billed this correctly. There is a huge difference between being changed $35 and $652. And when myself or my insurance company calls to question this bill they just hang up on us for questioning how they are billing. How they stay in business with these business practices is beyond me. Nothing but a scam.
Business response
03/26/2024
We are sorry to learn of this patients dissatisfaction regarding their recent experience at Stanford ************ Stanford *********** is dedicated to providing excellent patient care and customer service to every patient at every encounter, and were disappointed to hear we did not meet the patients expectations in this experience. To comply with the California HIPAA law and regulatory agencies (Center for ******** and ****************** ***************** the ********************* of ****** Health), we invite the patient to contact Stanford *********** Guest Services at ************ and ask to speak with a Patient Relations Manager. Patient Relations appreciates the opportunity to hear from the patient directly and remains available to assist the patient.

The attached BBB Authorization to Release Health Information form does not meet the CA HIPAA requirements to release patient medical or financial information to a non-covered entity.
Customer response
04/26/2024

Complaint: 21298623

I am rejecting this response because: The way this facility bills is fraudulent. This facility is not a hospital and to be billed as such is insurance fraud. They did this without notifying me that this would not be billed normally and stuck me with an unexpected $652 bill so they could collect more money than had they billed this as a normal office visit like every other physical therapy facility does. Had they been up front about this I would have never gone to their facility as I have other options through my insurance that I could have gone to, which I did after I was told by their billing department contacted me after my first 2 appointments and them wracking up a $652 bill. Of course after this was done to me, I went online and found that they have been doing this to others as well and they have a very bad reputation of scamming people and hitting them with astronomical bills. I will never use them again after this scam and I have told everyone I know what Stanford does to scam extra money from their patience. If you want to bill like this then you need to be upfront with your patience not blind side them with insane bills. There is a huge difference between a $35 co-pay and a $652 charge because you want to scam your way into collecting more money.

Sincerely,

*********************************
Business response
05/10/2024
We are sorry to learn of this patients dissatisfaction regarding their recent experience at Stanford ************ Stanford *********** is dedicated to providing excellent patient care and customer service to every patient at every encounter, and were disappointed to hear we did not meet the patients expectations in this experience. To comply with the California HIPAA law and regulatory agencies (Center for ******** and ****************** ***************** the ********************* of ****** Health), we invite the patient to contact Stanford *********** Guest Services at ************ and ask to speak with a Patient Relations Manager. Patient Relations appreciates the opportunity to hear from the patient directly and remain available to assist the patient.

The attached BBB Authorization to Release Health Information form does not meet the CA HIPAA requirements to release patient medical or financial information to a non-covered entity.
Customer response
05/17/2024

Complaint: 21298623

I am rejecting this response because: I have spoken with their client services department that they keep trying to get me to deal with and they literally did nothing to address my issue. It takes days to get people there to respond to you and all they suggest is to speak with the billing department who literally don't want to help. Why is it that I can not get someone that will actually help address this issue? Everyone I have spoken at Stanford has literally just brushed me off. If there is someone there that they think can actually help me then they need to give me a call because I have done all of the things and have been given nothing but the run around by literally everyone, including here. I just want help with this which no one seems to want to do.

Sincerely,

*********************************
Initial Complaint
02/21/2024
Complaint Type:
Order Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
On **********, Stanford Health Care performed a MRI with contrast of my abdomen. Despite all of the consent forms and other paperwork required, they did not disclose the price of the MRI. I found out why a month later when I learned that they billed my insurance company for $*********! Invoice is attached. Even after my insurance company's generous payment to Stanford, whose charges were clearly beyond reasonable & customary, I was still left with a bill of $********. I would never have consented to this MRI if I had known the cost to me AND to the insurance company. Note that I will only accept a public reply to this message, not a sneaky "call us" or a "we can't reply because of HIPPA". Laws like HIPPA were created to protect PATIENTS, not to help medical providers shirk accountability. It appears that we need additional laws so that the excessive fees of providers like Stanford are always disclosed upfront.
Business response
02/22/2024
Good afternoon,
We are sorry to learn of this patient’s dissatisfaction regarding their recent experience at Stanford Health Care. Stanford Health Care is dedicated to providing excellent patient care and customer service to every patient at every encounter, and we’re disappointed to hear we did not meet the patient’s expectations in this experience. To comply with the California HIPAA law and regulatory agencies (Center for Medicare and Medicaid Services, Joint Commission, the California Department of Public Health), we invite the patient to contact Stanford Health Care Guest Services at ************ and ask to speak with a Patient Relations Manager. Patient Relations appreciates the opportunity to hear from the patient directly and remain available to assist the patient.
The attached BBB Authorization to Release Health Information form does not meet the CA HIPAA requirements to release patient medical or financial information to a non-covered entity.
Customer response
03/01/2024

Complaint: ********

I am rejecting this response because, as I stated in my complaint, I expect Stanford to address this complaint via the Better Business Bureau, rather than brush off the matter with a phone call between me and Stanford. It is shameful that Stanford is using HIPAA to circumvent the BBB process on a BILLING matter.

Sincerely,

James Dempsey
Business response
03/11/2024
Good afternoon,
The attached BBB Authorization to Release Health Information form does not meet the CA HIPAA requirements to release patient medical or financial information to a non-covered entity, and we cannot proceed without formal authorization.
Please contact Stanford Health Care Guest Services at ************, for further assistance.
Customer response
03/22/2024

Complaint: ********

I am rejecting this response because: the matter is not resolved. However, I HAVE called Stanford at their number provided on ******* and authorized the Better Business Bureau access to information related to the MRI performed on ********.

Sincerely,

James Dempsey
Business response
04/30/2024
In response, we are repeating the original message: We are sorry to learn of this patient’s dissatisfaction regarding their recent experience at Stanford Health Care. Stanford Health Care is dedicated to providing excellent patient care and customer service to every patient at every encounter, and we’re disappointed to hear we did not meet the patient’s expectations in this experience. To comply with the California HIPAA law and regulatory agencies (Center for Medicare and Medicaid Services, Joint Commission, the California Department of Public Health), we invite the patient to contact Stanford Health Care Guest Services at ************ and ask to speak with a Patient Relations Manager. Patient Relations appreciates the opportunity to hear from the patient directly and remains available to assist the patient.
The attached BBB Authorization to Release Health Information form does not meet the CA HIPAA requirements to release patient medical or financial information to a non-covered entity.
Customer response
05/03/2024

Complaint: ********

I am rejecting this response because: I have already done what Stanford Health has requested. About a month ago I called the number and verbally authorized Stanford Healthcare to disclose the necessary billing and any relevant medical information to the BBB. Afterwards, I received a letter stating that that was not sufficient and that I needed to complete a written form. I faxed that completed form to Stanford Healthcare on *******, and have attached it to this BBB case as well.

Sincerely,

James Dempsey
Initial Complaint
01/25/2024
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.
I have been with Stanford for a number of years now. This past year has been quite different, as I have medical issues come up. Several medical procedures & constant labs.For the past year Stanford Billing has been terrible. I never get any bills. I am constantly calling them to mail the ****** ****** tell they have been mailed, but I never get anything from them. I have had to baby sit these people, to get the bills paid. When I ask to speak to a Supervisor they refuse to put me thru.I have lived at my current address for over 49 ****** *** have no problems getting any other mail
Business response
01/25/2024
Good afternoon,
We are sorry to learn of this patients dissatisfaction regarding their recent experience at Stanford ************ Stanford *********** is dedicated to providing excellent patient care and customer service to every patient at every encounter, and were disappointed to hear we did not meet the patients expectations in this experience. To comply with the ********** HIPAA law and regulatory agencies (Center for ******** and ****************** ***************** the ********** ********** of ****** Health), we invite the patient to contact Stanford *********** Guest Services at ************ and ask to speak with a Patient Relations Manager. Patient Relations appreciates the opportunity to hear from the patient directly and remain available to assist the patient. The attached BBB Authorization to Release Health Information form does not meet the CA HIPAA requirements to release patient medical or financial information to a non-covered entity.
Initial Complaint
10/09/2023
Complaint Type:
Billing Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
On April 13th, 2023, Stanford sent ** to bill with total amount $9950.84. I paid the amount in full. But the total amount seems not reasonable. After detailed investigation, I found out that $5812.27 was actually for service on 01/19/2021. This amount should have been covered by Blue Shield of ******************** (effective from 01/18/2021) if Stanford had correctly filed on time within 2021. Due to Stanford's negligence, the service charge has passed the insurance processing time. Therefore, the patient family have to pay to Stanford by themselves. My family has been supporting my wife fighting with severe cancer disease for years at Stanford. This additional charge due to Stanford's negligence definitely increased our financial pressure. I called and wrote to Stanford multiple times for help, asking filing to Blue Shield of California, asking refunding of $5812.27 ... But Stanford's customer service attitude was very rude, irresponsible, disrespectful at all. I have to look for help from BBB to resolve the problem. Thanks!Here is some information:Patient name (my wife): ********************************* # at Stanford Healthcare : ********* Account # *********** Service date: 01/19/2021 Bill ********* date: 04/13/2023 Patient balance (already paid): $5812.27
Business response
10/11/2023
Good morning,
Thank you for reaching out to Stanford *********** Patient Relations. Unfortunately, we are unable to refund since ********** EOB dated 03/28/23 shows patient responsibility being applied to the deductible and co-insurance and if we refund the amount that the patient will still be billed for $5,812.27 which the patient spouse understands, but states that Stanford is at fault for not sending the claim to the secondary insurance Blue Shield within the timely filing limits (secondary denied as timely filing) and that Stanford needs to adjust off balance $5,812.27 and refund patient payment. Again, we apologize to the patient that we cannot do so, but the patient can appeal with the insurance. ********** kept taking their payment back and they just paid on 3/28/23. Secondary will only be billed after the primary has been paid. Blue Shield was added on 5/18 (Claim was submitted but denied by Blue Shield due to untimely filing.)

A voicemail was left by ******, Billing manager but the patient never contacted back for further explanation.Unfortunately, we are unable to refund the patient. Thank you for reaching out to us about the concerns of the patient. We strive to provide the best service to all patients, and we are sorry to hear that this was not the case. We appreciate your feedback.
Customer response
10/12/2023

Complaint: 20700666

I am rejecting this response because:
- Blue shield insurance was used in 2021. Stanford filed the other claims to Blue shield in 2021, 2022. It is NOT acceptable to excuse for not filing on time.
- Sranford customer service attitude was rude and disrespectful. The patient family had messaged and explained over the phone so many times, but the customer service either hang up the phone or deferred the response without help.
- The old billing statement of 2021 was mixed inside 2023 recent statement. The handling process is unprofessional. The negligence is not acceptable.

Sincerely,

***************
Initial Complaint
09/29/2023
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 was enrolled in paperless billing with Stanford Healthcare but NEVER received any billing through email or their own interface. I got an email today saying Final Notice so when I called Stanford, they said that was in error, why is that happening? ******* said that was in error and to forward him the email as Leadership was unaware of the issue. The email caused stress as now I felt pressured to accept the payment plan because of the initial "FINAL NOTICE" subject line on the initial email.
Business response
10/02/2023
We are sorry to learn of this patients dissatisfaction regarding their recent experience at Stanford ************ Stanford *********** is dedicated to providing excellent patient care and customer service to every patient at every encounter, and were disappointed to hear we did not meet the patients expectations in this experience. To comply with the ********** HIPAA law and regulatory agencies (Center for ******** and ****************** ***************** the ********** ********** of ****** Health), we invite the patient to contact Stanford *********** Guest Services at ************ and ask to speak with a Patient Relations Manager. Patient Relations appreciates the opportunity to hear from the patient directly and remain available to assist the patient. You may also contact our Customer Service Billing ********** at **************. Please note Stanford *********** is a non-reporting agency, which means balances that are transferred to a collection agency will not impact a patient's credit score and you may settle your debt directly with Stanford *********** at any time.
The attached BBB Authorization to Release Health Information form does not meet the CA HIPAA requirements to release patient medical or financial information to a non-covered entity.

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