ComplaintsforU T Southwestern

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Father went to hospital for a major cancer surgery. I visited him every day for extensive amounts of time. The parking situation is dismal, but that isn't the main issues. On a few different occasions nurses brought in medicine clearly marked on papers for other patients and tried to administer them to my father. When I noticed I asked the nurses and every time they quickly left the room completly silent, coming back an hour or so later with unpackaged medicine with no indicator of what it was or who it was for. Another issue was when he was discharged, the nurse stated she was going to get his medicine from the pharmacy, she left and came back about ****** minutes later with a clear bag with a bunch of stuff in it. She went over all of the medicines and medical devices that were in there and walked us out of the hosptial. When we got home, over an hour away, we found out there was no medicine in the bag the nurse gave us. The medicine was all extremely important for him as he had a major surgery, deadly if he doesn't take it. It took over a day to get it resolved with the hospital, and they found out that the nurse never picked up the medicine.

  Business response

  07/03/2024

  We are unable to identify the Patient.  No Name of the patient nor DOB of the patient was provided. We reached out to ************************* to get the patient's information but was unable to speak with him.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was seen at the ** on May 12. I arrived at approximately 12 noon. I saw ************ and he was extremely helpful and understanding. However, shift changed at some point. A different doctor came in and explained that all my tests were normal, despite several tests coming back as abnormal. He actually lied to my face and said that pancreatitis would have shown up on the labs that had been performed when the correct labs had not even been done. Separately, I did actually remove my own IV in the room and left before the nurse came in to discharge. I was frustrated that I was still in pain and experiencing multiple symptoms and was discharged regardless. The doctor then proceeded to lie in his visit notes. He stated "** ***** by ************************************** at 5/12/2024 5:22 PM At this time PT is no where to be found, Pt was last seen ambulating out of the ** Red pod with an IV in Left forearm." This is a complete fabrication. I did not leave with an IV in my arm and my husband had to help me support myself several times as I was still dizzy and weak when leaving. A simple look at video cameras will confirm this. I'm appalled that this doctor is such a liar. I've never experienced such unprofessional behavior from a physician.

  Business response

  06/04/2024

  To whom it may concern:
  The ************************* has initiated a review of the concerns ***************************** brought
  to your attention regarding her May 12, 2024, visit to ************************************** University Hospital
  ********************* We will respond to the patient pending the completion of our review.
  Thank you for bringing this matter to our attention.
  Sincerely,
  *****************************, Director
  *************************

• Initial Complaint

  02/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The compaint relates to billing errors by ** Southwestern. I was admitted to ** Southwestern 6/17/21. The hospital protocol during COVID was to not have patients sharing a room. I was the only patient in my room even though the room had 2 beds. UT Southwestern billed my insurance company for a private room. The insurance company paid the usual and customary amount for a standard room. Because the claim had been submitted for a private room, the balance of $4,290.84 after the insurance had paid $2,981.16. In discussions with my insurance company, had the hospital submitted the room claim as a standard room rather than a private room, the $4,290.84 balance would have been treated as an adjustment on the explanation of benefits rather than as a balance I owe under my deductible. As a standard room claim rather than a private room claim, the explanation of benefits would have indicated that the hospital would have needed to adjust the balance owed rather than collect from me. During discussions with the hospital during 2021 and 2022, representatives from the hospital told me on multiple occasions that the $4,290.84 would to be adjusted off my balance because of their Covid protocol at the time. From May 2022 until Oct 2023, I did not hear anything further from the hospital. During Oct 2023, they have resumed billing me for this balance and have forwarded this to a collection agency. The hospital needs to own up to their billling error and adjust this balance off my bill. There is a balance remaining other than this room charge that I am willing to pay when they make the adjustment to the balance owed. Of the remaining balance due, it includes charges for service dates that precede my ever going to the hospital. Those charges also need to be adjusted off the balance due. I have sent them several letters with supporting documents, but when I call them, they claim not to have the information, even though I have written responses from them on some letters.

  Customer response

  03/02/2024

  I have tried to reach them by phone numerous times to resolve this issue on the billing statement.  No one will ever return my call.  Also in the last two weeks we have continuosly called and left messages.  The only response we had was after I left a message with the patient assistant **** to call me  so we can discuss this billing problem.  When I called the number the person told me their call was just a courteous call and could not help and transferred me again to the patient assistant department which again no one answers. I left another message.  If you are needing additional information we would gladly provide the information.  If you need a record of our phone calls, we can probably get a record of our calls from our phone company.

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

  Customer response

  03/02/2024

  I have attached another file including correspondence dating to December 2021.  This is to show that I have been regularly communicating with the hospital regarding their bill.  There was no need for them to have submitted this to a collection agency.  You can see from the correspondence that we have repeatedly referred to the verbal communication from the hospital that they were going to adjust the balance of the bill.  I was not in a private room.  The issue is due to their erroneously having submitted the claim to my insurance company that I was in a private room.  You can see from the December 22, 2023 letter from ***************************** indicating that the hospital now only offers single patient rooms, therefore by his statement, a non-shared room is their standard room.  My insurance company paid them the usual and customary amount for a standard room.  In the same letter, *********************** states that my "stay was billed as a diagnosis-related group (DRG).  But you can see from the hospitals spread sheet as well as the explanation of benefits that the claim was submitted as a Private Room.  Had their bill been submitted correctly as a standard room, the excess room charges would not have been a deductible balance that I am responsible for, but rather it would have been an adjustment to the balance due.  While we have been informed verbally that they were to have adjusted this off my bill, they have not adjusted the balance and have submitted this to a collection agency.  Recently, I have tried multiple times to talk with them about this matter, but they insist on sending me to a Patient **************** phone number that no one ever answers the phone.  There is a recorded message that I have left messages for them to contact me to resolve this issue, but no one returns my call.  I did get one return call, but the person who called advised that they were an answering service giving me a courtesy call, then transferred me to the ************************* number *************) where no one answers the calls.  In the fall of 2021, I was received a voice message that this was to have been adjusted off the bill due to hospital COVID protocol.  Again, during May, 2022, I received another recorded message that the excess room charges were to be adjusted off the bill.  After that phone message, I never received an adjusted bill, not did I hear from them again until this past October, 2023 when the hospital resumed billing me for the full unadjusted balance.  I have offered to immediately pay the adjusted balance that is owed once they issue a statement reflecting the revised balance.  ***************

  Customer response

  03/12/2024

  I am just following up with my complaint that I have submitted if there was any feedback on the situation.

  ***********

• Initial Complaint

  02/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  UT South Western is not putting in both insurances under the correct name like I have asked them to. On Jan 7 **** at the Redbird X-ray and Imaging center I tried giving the manager my primary as well as my secondary insurance she declined to accept the secondary saying that my primary insurance would be fine and that I would not receive a bill. On Feb 1 **** I received an email saying that I had a balance and that I needed to pay the balance and I should not have received an email because I have *** as the primary and ****** Healthcare as my secondary meaning that whatever *** does not pay ****** Healthcare pays the rest. In 2022 I had the same issue and I had informed them the name ************************* should be removed because I had gotten married and my name had changed from ************************* to ***************************** and the middle name is not on my insurance, the man that was handling the compliant decided to combine the ****** ************************* to ****** ***************************** and I kept asking that he does not do that. And I am also is being told that the ******** is not revealing on the account as well and that is creating and causing a problem as well. If my doctor in ****** has to send me to another UT South Western location they will email me a balance over because only the *** insurance is what they is able to see. You can see that all the different insurance and names that they have under the insurance, they inputted a letter C on the ******** and no ******** has a letter only numbers. This is beginning to be an ongoing problem as well as very frustrating. I am taking my primary as well as secondary insurance along with my QMB ******** card has I was informed to do.

  Business response

  02/08/2024

  RE:  Case #********:  *****************************

   

  To whom it may concern:

   

  Please see the attached letter regarding the recent experience that was shared with our office.

   

  Thank you,

   

  Patient Assistance Office

  ** Southwestern Medical Center

   

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Poor patient care

• Initial Complaint

  05/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hospital sent me a bill for unrecognized services in a facility that we've never been. **** (attached) suggests that services were offered on the dates of 11/16/22 and 11/17/22 by Doctor ********************** My son was never seen by any doctor or facility on those dates and we've never seen the doctor mentioned in our life. I'm currently seeking the facility to remove the bill from our names and issue $1000 for all the times spent investigating and all the phone/email harassment in addition to our information being exposed to different billing and medical facilities. FTC Report# ********* ************ Case# ********

  Business response

  05/03/2023

  The ************************* has initiated a review of the billing concerns identified by ************************** regarding ************* visit to Childrens Medical Center on November 16, 2022. Upon receipt of your correspondence, ***** account has been placed on hold and we will respond to ****************** pending the completion of our review. 

  Customer response

  05/03/2023

  I am rejecting this response because:  Case still isn't close. Please keep complaint open until case is resolved. 

  Business response

  05/23/2023

  View attached document

  Customer response

  05/24/2023

  I am rejecting this response because: As previously stated, we have NEVER been to the facility and putting the account on hold is not a fix. Case needs to remain open until all 3 of my demands are met;

  1. Permanent closure of the account.

  2. Explanation why was I billed for a visit I don't recognize.

  3. Compensation for exposing my personal information with facilities I've never been to and my time trying to resolve the matter.

   

• Initial Complaint

  10/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Upon seeing my credit report, it pays my attention that the following accounts are inaccurate and fraudulent. I am a consumer by law. I am not happy about it what I saw. This hurt my credentials as a consumer. Here are the listed details of the account with discrepancies: *****************************************************************************************************************************************

• Initial Complaint

  09/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In May 11, 2023, I had a virtual appointment with Terri N******, NP since Dr C****** was on leave to ONLY discuss the results from an echo done at another facility and nothing else as I had just had my yearly appt with Dr C****** where he ordered this for a baseline for my chart. Upon logging in, I was told they had not requested the results and did not have them. My appointment should have been cancelled, instead, they are charging me $100 for an appointment that the office did not fullfill for the only reason it was made. I contacted the clinical manager through Sharlene B**** RN in the messages, and the clinical manager agreed to put a hold on the charge because my appointment should have been cancelled/rescheduled (I finally did have this appointment in July!). The hold has come off and the office is impossible to get a hold of and now the charge has reappeared. I would like the resolution to remove the $100 charge for the appointment on 05/11 which was not fulfilled because y'all didn't follow up on your results and did not inform me that the results were not in hand-they were completed-Texas heart confirmed. I agree to pay the charge for the appointment with Dr C****** on 07/06 since that is the appointment that actually went over the results. (My attachment is to show my appointment was scheduled to only review the results and no other reason)

• Initial Complaint

  08/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. UT SOUTHWESTERN ACCT #: XXXXX** BAL. $609.00

  Business response

  12/20/2022

  Business Response /* (1000, 15, 2022/10/12) */ See attached.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We have provided services to a large number SWHR patients and have not received payment. We are caught in a tug of war with them and a vendor(Echo Health) of their choice to issue payment to us. We'd made multiple attempts by phone and email to resolve this issue and as of today we are awaiting payment. p

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