ComplaintsforUCHealth Anschutz Inpatient Pavilion - Anschutz Medical Campus

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This is an issue with a charge that occurs with the ********** at ** Healthcare, ******, ********. When you get an eye exam at their clinic they purposely collect a charge for using their refraction equipment that get passed off to the consumer of 38 dollars. This is a scam or hoodwinked charge that ******** Will Not pay for and it gets passed off to the consumer. In my case the Bill was never sent to Tricare for Life.. This is the only Clinic at UCH Health that does this practice that I have experienced this with. I ask that the insurance board for the ***************** and BBB get involved to end this ***** the Bill to the consumer practice . I have left a message for the manager of the ********** to get back to me. Sincerely, Major ******************************* , Retired US Army

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a type 1 diabetic and my problem began yesterday afternoon Sunday July 16th it proceeded to involve calling the emergency services I was taken by ambulance to and Auschwitz medical center where I was observed briefly I do not know why I was rushed out of the ** I wasn't even able to walk I was taken by wheelchair to the bus stop on ************* in front of the hospital and told to get off and get on the bus no discharge paperwork no nothing as if I was never even there thank God a friend injected me with emergency glucose shot prior to the paramedics getting here or I would be dead

  Business response

  07/18/2023

  UCHealth strictly adheres to patient privacy laws, which prevent disclosure of patient health info or billing details to a 3rd party or a public website like the BBB. We address all complaints directly with patients, and we make every effort to reach reasonable resolutions when we receive a complaint or concern from a patient. A patient representative will address this complaint directly with the patient. Thank you.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Spanning over six months, I have attempted to get a Quest Diagnostics charge of $1,129.36 for two BK virus tests covered. The tests were ordered by Dr. ************************ a nephrologist at UC Health Anschutz. I did not request these tests and did not have prior knowledge that these tests had been administered.As a Kidney Transplant Patient, routine labs to check my grafts health are normal. For the two BK virus tests run at Quest Diagnostics on August 26, 2022; there was a review of my Aetna health insurance coverage. The tests were denied. The tests had been ordered by Dr ******* ******, and these tests were deemed experimental. ***** encouraged me to have the doctor verify the correct medical codes were used and submit an appeal proving the medical necessity of labs if the codes were correct.UC Health Anschutz, where **************** runs his ******, has a great reputation and houses some of the most talented and attentive doctors. However, in this instance, the hospitals promised 24-to-48-hour response time became obsolete; there was little to no follow-up after the mistake was made by the ****** of *********************** the entire month of November, ***** and I worked with *******, my Kidney Coordinator, to resolve the charges for unapproved tests. This work was done only to find no progress was made. Dr. ******* ****** had not checked the codes or filed an appeal.Disheartened with ******** inability to help, I reached out to **************** and ************************ my CNP. They did not respond. After many escalations, ************************* (The Program Manager) messaged me on December 7, 2022. She let me know Quest would not accept any of the codes they supplied. At a much later date (February 2, 2023), ***** let me know the uncovered code that had been filed was the correct code.After countless requests for resolution in filing the codes, ************************** confirmed she had faxed over an appeal in a portal correspondence, February 7, 2023. ****** promised to keep me updated on the results.After my concerted efforts to gain coverage or dissolution of the charge, I received another Quest bill on March 22, 2023. Upon receival, I called Aetna, and found the appeal was denied. The verdict was promptly sent to ***************** with another request by me to help gain approval for coverage, or for the doctor to dissolve the bill and take accountability for sending through an expensive lab deemed experimental. After empty promises to resolve the issue and continued failure to answer calls and messages, I am left holding a ******************* for a lab administered without my knowledge or approval. My ******* ***************** has not been willing to do anything to help me.

  Business response

  04/07/2023

  UCHealth strictly adheres to patient privacy laws, which prevent disclosure of patient health info or billing details to a 3rd party or a public website like the BBB. We address all complaints directly with patients, and we make every effort to reach reasonable resolutions when we receive a complaint or concern from a patient. A billing manager will address this complaint directly with the patient. Thank you.

  Customer response

  04/11/2023

   As of yet there is no resolution. I mistakingly checked the accept box. I would accept the business contacting me as mentioned, but have not been contacted at this time (4/9/23).

  Business response

  04/14/2023

  UCHealth strictly adheres to patient privacy laws, which prevent disclosure of patient health info or billing details to a 3rd party or a public website like the BBB. We address all complaints directly with patients, and we make every effort to reach reasonable resolutions when we receive a complaint or concern from a patient. A billing manager will address this complaint directly with the patient. Thank you.

  Customer response

  04/24/2023

   
  Complaint: 19894991
  
  I am rejecting this response because: UC HEALTH ANSHUTZ  BILLING DPT. refused to take any responsibility for one of their doctor's ordering non approved labs that cost me over $1,000 dollars.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/04/2023, Dr. ** ****************************** MD performed a Prostate Biopsy on me, ******************* because I have an Enlarged Prostate. All 3 of my Brothers died from PROSTATE CANCER. After the Surgery, I called DR ** and asked him if he had a treatment plan for my Enlarged Prostate. His reply was we could repeat the same procedural in 3/months. I didn't agree. Dr ** sent me a bill for $6,727.83, down from $9,157.29. This was OVERKILL. My share was: $361.87. I appealed to the UChealth PRESIDENT/CEO, DR.***************************** She forgave my balance. On or about 03/16/2023, I made an APPT with UChealth's **************** The young lady I spoke with assured me that I wouldn't see ************************ MD again. Dr. ** gave me poor service, Over-billed me & ABANDONDED me after Prostate Surgery. I has some Residual bleeding 5/days after Surgery. I again called DR *** He never replied. I spoke with a weekend DR on call. She agreeded to give him a message. I called again, NO REPLY. Dr. ** HATE BLACK FOLKS. My latest APPT was made with DR ****************** He sent me a Screen Shot if himself (SEE ENCLOSED PIC). When I arrived on: 03/21/2023, I was told that I didn't have an APPT with ************** instead, it was with *********************** MD. This DR indicated to me that he don't do ENLARGED PROSTATES. UChealth Supervisor, ****************** insisted that I HAD TO SEE DR *** even thou I told here several times: I WOULDN'T. I WAS TREATED LIKE A RUN-A-WAY ***** ON AN AUCTION BLOCK. ONE SAID THEY WOULDN'T SEE ME & THE ***** MASTERS SAID, THANKS FOR RETURNING MY ***** BACK TO ME. MS. ********* INSISTED I HAD AN APPT WITH DR. *** NOT DR. ****************** I NEVER ME ************** HE SENT ME THE PROFILE. HE KNEW I NEEDED HELP WITH MY ENLARGED PROSTATE. THIS WAS A: *************** WHICH IS ILLEGAL.TO THE ****** BBB, PLEASE FORWARD THIS COMPLAINT TO PRES/CEO, ***************************** SHE NEEDS TO KNOW JUST HOW PREDATORY HER UROLOGY CLINIC IS. FINALLY, **** SENT ME TO SEE UROLIGIST, ********************** ON THE 1st FL. HE WASN'T IN. HELP ME

  Business response

  03/31/2023

  UCHealth strictly adheres to patient privacy laws, which prevent disclosure of patient health info or billing details to a 3rd party or a public website like the BBB. We address all complaints directly with patients, and we make every effort to reach reasonable resolutions when we receive a complaint or concern from a patient. A billing manager will address this complaint directly with the patient. Thank you.

  Customer response

  03/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  12/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Summary of issue: Date of Service 07/26/2021 First Bill ******** 08/24/2022 The amount billed does not accurately reflect the explanation of benefits issued by United Healthcare. When contacting United Healthcare, they stated that the correct *** was faxed to ** health 09/05/2022. I've talked to several representatives from ** health stating that the correct *** had to come from the insurance. I was also told that I had to "formally dictate a dispute" in order for ** health to put the account on hold while it was being disputed. On 09/09/2022 a ** health representative confirmed that the account was placed on hold status while the issue was being resolved. I received a bill with a statement date of 12/07/2022 that did not reflect the changes and was told that the fax from the insurance was not received. On 12/16/2022 I got a patient advocate with United Healthcare involved and the *** was faxed over again. The United Healthcare representative told us that the ** health representative could not access the *** from the online portal. When I called ** health later to pay the balance per the ***, I was told by a ** health representative that they do not receive faxes and that the *** had to be mailed in and that it had to come from the insurance. On 12/20/2022 I received a "Final Notice" threatening to send the account to collections. I called ** health again on 12/21/2022 and was told by a different ** health representative that I could fax over the *** whereupon I did just that. Amount owed per ** health $181.62, amount owed per *** $154.37. Names of representatives I talked to are available upon request.

  Business response

  01/10/2023

  UCHealth strictly adheres to patient privacy laws, which prevent disclosure of patient health info or billing details to a 3rd party or a public website like the BBB. We address all complaints directly with patients, and we make every effort to reach reasonable resolutions when we receive a complaint or concern from a patient. A billing manager will address this complaint directly with the patient. Thank you.

  Customer response

  01/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me.  However, I would like in writing from UC health that the collections has been retracted and that the bill was adjusted to what was allowed per the health insurance company they are contracted with.  I would also like an apology for the lack of assistance when trying to resolve the issue.  All faxes sent by either myself or the insurance were said never have been received when I have proof that the one I sent was received.  Their agents said I should have the insurance company mail the *** and was given two different addresses which made the process even more confusing.  None of their agents contacted me throughout this process until I created a patient portal account.  The reply on the portal was that they could not help me and that I needed to reach out to the insurance company.  In essence, UC health has only added stress and anxiety with their refusal to really look into the matter and work with me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the power of attorney for my father. He entered the Emergency Room at Anschutz medical center. The security department took his razor and electric ******. They then gave him a slip for us to pick it up. I went to pick up his items for him two days later. The security department could not find his belongs. I called the patient representative department and they took my call the first time but didnt return my call after that and neither did security. I left a message with the patient representative department asking them to replace my fathers belongings and have not heard back.

  Business response

  08/19/2022

  UCHealth strictly adheres to patient privacy laws, which prevent disclosure of patient health info or billing details to a 3rd party or a public website like the BBB. We address all complaints directly with patients, and we make every effort to reach reasonable resolutions when we receive a complaint or concern from a patient. A patient representative will address this complaint directly with the patient. Thank you.

*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. ↩