ComplaintsforWellSpan Ephrata Community Hospital

• Initial Complaint

  07/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to the doctor for a simple blood test. Dr ******* was extremely nice and he set up the necessary tests. I worked with the doctor and he told me the costs would be covered as it was routine such as a physical. My wife at the same time had the same blood work thru a different location and the cost was 500.00 in total. Again I was told this blood test would be covered with no deductible. Well the test comes back at 3588.00 before my insurance coverage. And I am being required to pay 1235.38 after insurance. Again not as discussed with Wellspan thru Dr *******. I also called them when scheduling the work and w told the same thing about coverage. I also find this fee to be a total over charge as my wife received the same test for 500.00. I have contacted Wellspan and they are not helpful at all. Seem not to care.

  Business response

  07/28/2022

  July 25, 2022 
  

  This letter is to respond to the complaint received from *** ******* regarding the lab services that were ordered and provided to him by WellSpan Health on 9/8/2021. 
  I have reached out to Dr. *******'s office and spoke to the office manager who reviewed his chart. There was no indication in the chart that *** ******* would have been informed that his labs would be covered by his insurance. In fact, it appears that *** ******* was seeing another physician as part of a weight loss program and that physician was the one recommending the lab work that was ordered. 
  

  These labs were covered by *** *******'s insurance carrier however his insurance applied these services towards his yearly deductible. There was communication with *** ******* regarding this with the Customer Service for billing department and unfortunately there can be confusion over services being covered by an insurance vs a service being paid in full by an insurance company. Without knowing or being able to review the labs that were also ordered for his spouse and provided by another entity. I can not compare her services to his. 
  WellSpan Health strives to be comparable with their charges compared to other entities within the area. I have provided an itemized bill showing the breakdown of charges and the response received from the insurance carrier. WellSpan does offer interest free monthly budget plans to our patients and if this would be a financial hardship for *** *******, we also have a hardship program that he could be prescreened for to see if he would qualify for any help on this balance. 
  

  If there is any additional information needed regarding this complaint, please let me know. 
  

  Sincerely, 
  Angie S****** 
  Manager Customer Service and Collections 

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