ComplaintsforShorePoint Health

• Initial Complaint

  02/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2/17, ****** ******* passed at this facility. He was admitted a month prior in the ICU after needing emergency surgery. He was in critical care and we flew down from St. Louis as soon as possible. The experience we had at Bayfront Health is nothing short of almost cruel. My wife and I were only able to stay for a week since we had to fly back to St. Louis for myself to have surgery and then we drove back down to Florida 7 days after I had surgery to see that the hospital had lost all of his belongings (including gifts we purchased him while we were there the first visit) between moving him from the ICU to the PCU. It seems while he was under care in the PCU he suddenly started declining rapidly and while his issue was going to ultimately be terminal, he deserved better care than he received. Come to find out, he didn't even have the blood clot leg things on for the entire time in the PCU until I mentioned something to physical therapy. His in room vitals were from the week before when we arrived. Luckily we took pictures to prove it since I'm sure his chart states different since we were also told that he didn't have any record of ANY belongings the entire time he was in the hospital. And the hospitals response was that it was his responsibility to be aware of his belongings (a man who was on so many medications and was so sick he thought he was on a pirate ship). 20 minutes after he passed, I was sternly lectured by the nursing supervisor in the hallway that he didn't come in with any belongings and basically called me a liar as they'd been reassuring us for the entire week prior they were looking for the items. Somehow a jacket appears that's his and thats it. It's now 2/22/2022. And we finally received an update as "not our responsibility, guess all of the items are lost". I wouldn't send my worst enemy to this hospital and truly I'm heartbroken at how poorly every aspect was handled. We are requesting compensation for the lost items and grievance.

  Business response

  04/05/2022

  Business Response /* (1000, 7, 2022/03/11) */ Contact Name and Title: Jacqueline M*****, RM Contact Phone: ************ Contact Email: *****************@shorepointhealth.com March 11, 2022 Thank you for the opportunity to respond to this complaint. We closely monitor the quality of medical and nursing care rendered in our facility and strive to meet the expectations of our patients. It is sometimes difficult to identify all areas of improvement in the continuity of care, and the perceptions of patients and their families are one of our best means of doing just that. We want to personally extend our apologies to you for your experience, inconvenience, and disappointment. Your concerns regarding the missing belongings have been investigated and a thorough search performed. Unfortunately, other than the jacket that was previously returned to you, no additional belongings have been located. This complaint has identified an opportunity for us to improve our process for tracking patient belongings. We are truly sorry for your lack of satisfaction during your visit. We believe that a patient's comments can be a driving force to continuous improvement of ShorePoint Health-Punta Gorda services. If you have any questions or need additional assistance do not hesitate to call upon me. Yours truly, Jacqueline M*****, MHSc, RM Director of Risk Management ************ Consumer Response /* (3000, 9, 2022/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not the patient. The patient cannot comment because he is dead. You returned a jacket to me, yes. You returned **************** jacket to me. You are telling me that the single belonging this man brought to the hospital was a jacket? You lost his wallet, his shoes, actually your ICU did admit to losing one of his shoes. Clearly he came in with more than a jacket. You lost about 10 items. Did you even read my complaint? Your hospital is a joke and obviously this won't get resolved through the BBB because you're staff and yourself are incompetent. Thank you for nothing we will go through the civil suit option for compensation since we have given you plenty of opportunities to pay for the items you lost. You have no heart - you should be ashamed to be in the healthcare field.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I believe a hospital is overcharging me for ER services received. On 4/4/2021 I cut my hand and went to the ER and received four stitches. The hospital, Bayfront Health Punta Gorda (now renamed to ShorePoint Health) billed my ER visit as a level 4 urgency (high severity, urgent). The doctor's bill for "superficial wound" was not coded at a level 4 (attached for reference). Through my work I used a patient advocate resource but after 10 attempts over the last several months, the hospital has ignored all requests to review the billing code.

  Business response

  04/13/2022

  Business Response /* (1000, 12, 2022/03/29) */ The charges were reviewed and it was determined that the "ER Dept EXTENSIVE" charge should be updated to a limited visit charge. Due to host system access issues, this has been challenging to get updated. Once updated, insurance will be billed a corrected claim. Account has been on a billing hold and will remain so until this is completed. Consumer Response /* (2000, 14, 2022/04/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩