Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited the hospital for an annual physical exam. I am ordered lab test by the doctor at the hospital. The lab tests charged me significant more than a reasonable price. For example, the metabolic panel, which is basic blood test, is charged $1,184. Comparatively, the same test at ******* cost $237. Venipuncture is also charged separately for $105, which is beyond a fair price. I am willing to pay the bill at a discounted reasonable price. However, the lady from the billing department is rude and disrupt me multiple times when I expressed my thoughts. My requests:(1) I would like to file a formal complaint against the one at the billing department, and would like to receive an apology from it.(2) negotiate together a reasonable price for the bill.

  Business Response

  Date: 02/25/2025

  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.

• Initial Complaint

  Date:12/17/2024

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am dealing with over $11k in mistake charges throughout the year in fraudulent, duplicate charge attempts to insurance from Stanford despite being an out of pocket ********** an out of pocket patient, I always have to pay either in advance or in person prior to the appt starting. This has been the case all year. Every single time, they still tried to bill insurance later, even though as an out of pocket payer, my bill was taken care of and nothing should have been there to later try and charge insurance for. This is bad enough that they still tried, every time, despite our conversations and multiple calls/messages on the matter. I was reassured on my last call in October with finance that my balance due was $0 and everything was finally over. But it has all reverted this week, no longer showing any of my payments ever (which is of course impossible, because as an out of pocket payer, they don't allow you to have an appt without prepayment). The idea this has come back right before Xmas now has me dreading this insanity will extend into collections come January, which on top of everything else is completely unacceptable. The lack of care and consistency this year has been profound, and the self advocacy has been exhausting and stressful. I've attached multiple receipts for the recurring duplicate charges Stanford is still trying to claim due to billing insurance later, in error. I am not responsible for these attempts to get more money later even though my bills were paid out (and out of pocket at that). Once would be understandable, but repeatedly makes it seem like Stanford simply doesn't care if there's a chance they can get extra payouts. In addition, this worst one of over 11k is multiple colonoscopy charges for the same day, despite 1)me paying in advance and 2) the colonoscopy occurred at ******************, NOT Stanford. The negligence and predatory attempts probably work on too many people to guess. It's exhausting and truly evil. Help please!

  Business Response

  Date: 12/20/2024

  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 Answer

  Date: 12/30/2024

   
  Complaint: 22685119
  
  I am rejecting this response because I have already spent countless hours on the phone and app attempting to reconcile this issue. Most recently, I was told I'd be contacted, but it has been over 2 weeks. To now tell me it is again on me to contact Stanford ************************** at ************ and ask to speak with a Patient Relations Manager is not making an effort at all. At the very least, they should actually contact me. Since my original complaint, my online account has changed multiple times, the balance due clearly at the worker that days whim. This has been and continues to be unacceptable, despite my clear argument of surprise billing and not just duplicates. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1) I visited Family Medicine Samaritan Los Gatos in 2023 and received a referral for a preventative procedure called mammography. (University HealthCare Alliance ("***") operates the Family Medicine Samaritan Los Gatos practice. *** is a medical foundation affiliated with Stanford *********** and Stanford Medicine.) The referred location, for my mammography, was Radiology Imaging SJ Mammography. This is 100% preventative and should be covered by insurance. I called Radiology Imaging SJ Mammography to make an appointment and provided my insurance information during the call. 2) After the mammography exam, I got a $625.00 bill from Stanford ***********. I was told that Stanford *********** does NOT check insurance eligibility prior to accepting the appointment or performing the preventative exam, and I would be obligated to pay this amount. 3) I would like BBB to help me seek a full refund. This is a 100% preventative exam, and I was in no rush to do this exam. Stanford *********** could easily perform an insurance eligibility check, could have informed me that it is out-of-network for my insurance, and could have recommended that I go receive this exam elsewhere. It did not perform this courtesy insurance eligibility check for me as a patient, and I repeatedly received those bills from Stanford ***********. I called, and the customer service told me that it is patient's responsibility to figure out insurance eligibility. 4) I have other complaints against Family Medicine Samaritan Los Gatos*, but for now, I would like to raise this one to seek a refund of my $625 payment. Stanford *********** should know better to provide good patient experience and perform an insurance eligibility check before accepting my request for the mammography appointment. Thank you!5) *If Stanford *********** cares to know, I would like to inform you that I am less-than-satisfactory in my visit in 2023.

  Business Response

  Date: 12/18/2024

  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 Answer

  Date: 01/02/2025

   
  Complaint: 22657456
  
  I am rejecting this response because: I called at the number on January 2, 2025. I was told that a Relations Manager will respond back to me in 2 days. Please do not close the case. Please give me another 5-10 calendar days. Thank you!
  
  Sincerely,
  
  ******** ***

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 09/17/2024

   
  Complaint: 22212411
  
  I am rejecting this response because:

  I have already contacted them, but that did nothing.   
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/02/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:04/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:03/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:02/21/2024

  Type:Order Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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