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Complaint Details
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Initial Complaint
06/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Feb 13, 2023, I was admitted for childbirth and requested an epidural. It was administered by **************, MD at 9:05am. Around 5pm, I started to feel sensations of pain. The attending nurse **************************, RN said it could be due to the position of my body. The pain became excruciating around 6pm, so the nurse summoned an anesthesiologist, whose name we did not register and cannot find in any records from JMH. Anesthesiologist checked the line and noticed that it was not connected to the feed in my back, and all of the liquid had been spilling onto the mattress. Rather than remedying the problem, the staff started placing blame on others. Then, the anesthesiologist quickly ran out and came back with a drug that he said should work quicker than the drug normally used. The drug was administered, but we have no record of it.I'd like to address a few very concerning issues:1. The new (additional) drug used unnecessarily increased the risk to me and my baby. This was not normal protocol, but rather a deviation made to remedy the errors made by the medical staff 2. The previous dose of epidural was improperly billed to my insurance provider, even though the medicine was wasted by being spilled into the mattress, rather than alleviating my pain. I underwent unnecessary pain and discomfort as a direct result of the errors made by the medical staff 3. There's no mention of this mishap in the charts. In fact, it appears the staff went out of their way to exclude all information related to the emergency visit by the second anesthesiologist. After requesting the full medical record from JMH, the incident appears missing altogether I developed an allergic reaction from epidural, which was documented by my delivery OB. I'd like to know all the drugs that were administered to me to figure out the culprit.I am requesting a prompt and thorough review of the events that transpired that evening. Attached is the record I received from JMH.Business response
06/08/2023
Thank you for sharing Ms. ***************************** February 13th, 2023 experience with ***************** ************ Medical Center. Feedback is helpful to us, as it allows us to follow up with the medical team involved in the patient's care on how we can improve. We take all concerns seriously. Our mission at ***************** Health is to provide the very best care for every patient that we serve. We apologize for not meeting Ms. ************ expectations.
***************** Health
Patient Engagement CoordinatorCustomer response
06/26/2023
Complaint: 20142882
I am rejecting this response because:While I appreciate the response and acknowledgement of an internal investigation at John Muir Medical Center to review what you describe as an "accidental epidural disconnect", it still doesn't address my main concerns. I would like to know definitively who provided the injection, and exactly what it was. Your description of the emergency administration of the analgesic as "likely received lidocaine" by "the physician"is insufficient. As I requested previously, I would like to know the name of the 3rd anesthesiologist (it was not ****************** or ********************) who entered the room to administer the new analgesic after the epidural dislodgment, and I would like to know exactly what medication this was. So far, neither of these basic requests have been provided in charts or reports given to me. I have a right to know exactly WHO injected WHAT in my body.
Sincerely,
***************************Business response
06/26/2023
Thank you for sharing the additional information received. We will follow up with Ms. *************************** directly.
Patient Engagement/Experience Department
***************** Health / **********************************************************************************
T: ************
F: ************
Email: ************************************Customer response
07/06/2023
Complaint: 20142882
I am rejecting this response because:The attached letter received from JMH does not address any of my previous questions or concerns. I have stated that I need to know the name of the anesthesiologist who injected an additional narcotic into my system on 02/13/23 around18:00, after reconnecting the epidural. It was not ******************** or ******************. I'm requesting once again that the **************************************** investigates the entire case. Thanks!
***************************
Business response
07/11/2023
Thank you for communicating the response to ***************** Health. ***************** Health, ***************************** does not have any additional information to provide.Initial Complaint
04/25/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been billed for 2 telephone visits with a nurse practitioner *************************** during the month of April 2023. I had originally called her office on April 10,2023 to ask about why a lab hadnt been ordered although the nurse practitioner said she would order it back in January of 2023. The office staff told me that they would send her a message and call me back. The staff called me back a few hours later to inform me that I had to have an appointment with her in order to get the labs ordered. I asked the woman on the phone if there would be a charge for the phone appointment since she didnt help the last time I saw her in the office. Anyways, somehow I ended up having a video visit with *************************** and ultimate the provider didnt address my concerns the way I wanted to, she was extremely rude and condescending towards me. She kept complaining that she doesnt have a medical degree and didnt go to school and doesnt know how to help me. And that my issues are too complicated since I have a pre-existing conditions as well as a bunch of other problems. I would kindly like to have the charges for the telehealth visits during April disputed since she was so rude and condescending and unhelpful towards me. Additionally I cannot even carry out the labs since I am changing insurances as a result of this hospitals services.Business response
05/16/2023
Case#: 19979045To Whom It May ************* style="color: inherit; margin: 0px; padding: 0px; font-size: inherit; font-family: inherit; font-weight: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; border: 0px; line-height: inherit;">
Thank you for your patience as we investigated this complaint regarding ****************************************
After careful chart review, patient contacted the office on 4/7/23 and it is documented that patient has seen a dermatologist and endocrinologist and requested if any additional tests can be done. Patient did not want to book an appointment at that time. Patient was notified a visit was needed and was then scheduled for a telehealth video visit on 4/10/23 to discuss health concerns and additional tests with a provider. Patient completed a telehealth visit with ***************************, NP, on 4/10/23. At this visit, Alpha fetoprotein (tumor marker) and HCG, plasma/serum quantitative were ordered as well as a referral to urology. Patient then scheduled a telehealth video visit with the same nurse practitioner for 4/19/23 to request additional testing. This visit was completed and a pelvic ultrasound was ordered. The patients insurance processed both visits with a copay. This has been communicated to the patient by the clinic as well as our Patient Relations team.
We are grateful for the members feedback, and recognize there are opportunities for improvement. If the member chooses to utilize our services in the future, it is our sincere hope that we exceed their expectations.
If you have questions, or additional comments, please do not hesitate to contact ** at ************** or email ************************************
Respectfully,
Patient Engagement & Experience Team
Initial Complaint
05/26/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I wrote three letters to *******************, President and CEO of ***************** Health in ************, ** about my negative experiences after ******************, my primary care physician for ****************************** December 2021. The issues were about No Return Calls from ********************************* (JMH Alamo Manager), Annual Physical Appointment Canceled and Rescheduled with Short Notice, and Billed $10 Copay After Annual Physical. Although I requested a response from the President in three letters, I never received a response from him. I received a letter from *******************************, Coordinator for Ambulatory Patient ************************ but I had concerns about her letter that I addressed in a second letter to *******************. In her letter dated April 13, 2022, she said "As a gesture of goodwill, we will be waiving the copay associated with our 2/23/2022 visit. The Practice Manager has requested a write-off for this date of service. Please allow ***** days for this to be approved and for this to be process to your account". As of today's date, May 26, the $10 copay is still showing due on my ***************** Health account. I have attached the three letters I wrote to ******************* and the letter I received from *******************************.Business response
06/08/2022
Thank you for your patience as we investigated these concerns. This patients concerns were addressed in a response letter dated 4/13/2022, after an internal review was completed. The Practice Manager submitted a write-off of the patients balance of $10 on 4/13/2022. This approval process can take up to ***** business days to complete.
As of 6/8/2022, the write-off of $10 has been approved and patients account has a zero balance.
Thank you for bringing this concern to our attention, and the opportunity to provide clarification. We appreciate the patients feedback, and recognize opportunities for improvement that have been implemented. Should the member choose to utilize our services in the future, it is my sincere hope that we will exceed their expectations.
If this patient has further feedback or concerns, please direct them to contact the Patient Engagement and Experience Team at ************** or email ************************************.
Respectfully,
*******************************
Coordinator-Ambulatory Patient Engagement & ExperienceCustomer response
06/11/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
12/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I was in the hospital. 12/3 came in thru the *** and was admitted. 2 nurses took my 2 wallets and a pocket knife. I refused them my f**** pack which has 305 dollars in it and my phone. The 2 nurses stole my wallet and wrote on the form that I refused the items that I DID refuse but did not list the items I gave them. I left against doctors orders and the person who came to help me go down stairs did not give me any personal items that I thought I would have gotten as when I leave any other time. I only remembered when my daughter was taking me to texas with her and we got across the bay bridge and she asked for my ID so I can be sure to get on the plane. and I remembered the last time I had it was giving it to the nurses. I even counted the one dollar bills out to the 2 nurses before I handed it to them. They never reported it. there was a camera in my room and a nurse ****** said they dont record and they were only there for covid. I have requested them to check cameras because if the cameras in the room dont work then they should be able to see on the 3rd of December the nurses leaving out with items in their hands. ***** Austins assistant ***** was passive aggressive and dismissive about my issue and told me I signed for my items- when I did not and they dont have a signature or a matching signature for me signing or my items. **** was a person we (my daughter and i) described my items to and she could not find them in either safe. but she passed it to ***** and stated ***** has done in-depth investigation on the matter an das of 12/13 we had heard nothing from anyone. So when we call now they are dismissive about my items. I believe the hospital has cameras to be able to find who has taken my items and refuse to do the work but tell me I signed for the items.
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