ComplaintsforCHOC Children's

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/24/2023 we took our daughter to the ** because an earring back was stuck inside her ear. It was late at night, the doctor's ****** was closed and we thought we didn't have the right sized forceps at home. We went to the hospital because we believed they would have the correct tools to enable an easy removal. After waiting for an hour, a ** told us they did not have any tools but she would have someone search for them. She said her shift was ending and left us waiting with no updates on the 'tool search'. After another long wait she came in with a pair of forceps and acknowledged they were not the correct tools. She said she would 'try anyway' to remove the object. We had better forceps at home and at this point, we regret not getting up and leaving. After barely a minute of using the forceps, she ended up pushing the object deeper inside the ear, causing my daughter extreme pain. Not once did she attempt to irrigate the ear. She reminded us her shift was ending and she could not do anything else. She told us to go home; on the way out, a nurse gave us a bottle of DEBROX. The ** spent a total of 2 minutes with us. The next day, I called our pediatrician, whose first recommendation was to irrigate the ear. We took her advice and in less than 5 minutes of irrigating her ear ourselves, the object came out. Going to the hospital was a waste of time, caused my daughter severe pain and made the situation worse. I asked the hospital what they would be billing me for - we were walking out in a worse condition than when we came in. We were told to call their ***************************** who refused to answer my calls or voicemails over the next week. As if this ordeal was not enough, the hospital is now billing us $2000 for this visit, after insurance. I am not sure what services were rendered that night that would amount to such a bill. DEBROX costs $5.99 at a pharmacy. I would like to make a formal complaint against the hospital and contest these charges.

  Business response

  11/03/2023

  I understand that a hold has been placed on this account as the parent ***** ******* has also contacted our customer service department.  The customer service department will audit the medical record to validate what was done or not done by the provider seeing her child. The outcome of that review will be a recommendation from the customer service department. We appreciate your patience in the meantime.

   

  thank you, 

  *************************, Director of Revenue Cycle

  *******************************, Manage of **************** Resource Center

  Customer response

  11/06/2023

  I appreciate the hospital investigating this as I have also filed a grievance with their Patient Advocate. Until I receive a favorable response I cannot close out this case. 

  Business response

  11/06/2023

  Because the mother filed a grievance, I cannot simply write off the balance.  They will investigate what was documented in the medical record and compare it to her story.  The balance, which is her out of pocket/deductible per her insurance, is not related to what or wasn't done by CHOC.  

  Customer response

  11/28/2023

  After speaking with ************ Director ******************************************** (Mission Hospital) and ******************* (CHOC), both recommended that a grievance be filed. My intent is to support a full investigation so the merit of the case can be evaluated. Grievances were filed with ************* and CHOC. 

  ************* completed their investigation and adjusted their bill to $0. I look forward to CHOCs outcome from their investigation. I remain available to support this process, beyond an investigation if needed. 

   

• Initial Complaint

  11/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 10/05/2021 I took my 4-year-old daughter to the emergency room with a ***** fever. She was given Tylenol and cold air for a croup cough, and we were sent home. We received a bill in the mail for almost $2700. I have reached out to insurance, CHOC, submit financial aid requests, everything, and have been given a back and forth about whose fault it is. Now I am making a formal complaint against CHOC because $2700 for Tylenol and cold air?! This is outrageous. I came here because I was scared to death my daughter was not going to survive the fever she was stricken with seemingly out of nowhere, and then we were exploited for it. This is robbery. People go to your facilities for help, and you charge them on a "tier system". Even if they aren't seen, just for being in the lobby, you send them a bill. I "spoke" with ****** in Financial Aid, and he was so terrible, and condescending. He told me "fight it", which I've been doing. Hes the person I'm calling, and he's not helping me one bit. He wouldn't let me get a word in, and never sent me the document I requested. Here I am. I am unbelievably angry for myself, my family, and other families who no doubt have been given the choice "roof over your head or pay a debilitating bill? Don't pay it, and have it follow you for 7 years."

  Business response

  11/17/2022

  The Manager of patient accounts contacted ******************************** by phone to discuss the complaint and the initial billing that was sent without the contracted insurance information.  The amount due was significantly less and we have also provided a discount  and we have reached a resolution with Mrs. *************************** to which she agreed.  The matter is resolved to her satisfaction.  

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