ComplaintsforSummit Spine & Joint Centers

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was told to take hydrocodone twice a day for pain and told them that I did not want to take unless I was in pain Then was told I had to take or I would be accused of selling drugs. At every visit I was questioned about neck pain and at every visit I told them I had arm pain They then informed me I had morphine in my system which I have not taken nor know where I would get it from Today I was basically called an abuser and told to go somewhere else Real problem is they have done numerous injections and have not stopped the pain and dont know what to do They also said because I didnt take the pain medication was part of the reason I had to go I have a masters in addiction and it bothers me about their pushing me to take meds and when I dont they accuse me of being an addict What is going on

  Business response

  08/23/2023

  Dear ***************************,
  
  Thank you for bringing this matter to our attention. We are sorry to hear that you had this experience with us and for any inconvenience this may have caused. We investigated the specific complaints and involved our chief compliance officer and members of management and concluded despite being prescribed hydrocodone for pain management, there is no evidence of our staff accusing you of selling drugs and being an addict.
  
  We note that the U.S. ******************************* and the Centers for Disease Control and Prevention have indicated that a medical provider should use urine drug testing in order to detect indications of abuse and diversion. These indications can include using substances that are not prescribed as well as not using substances that are prescribed. If there are such indications, we are unable to continue prescribing opioids. 
  
  Our investigation revealed that the doctor did inquire about your neck pain after being made aware of it.During your follow-up appointments, we discussed a plan of action to achieve long-term pain relief, as you were experiencing short-term relief from injections.
  
  However, we understand your concerns and seek to improve our provider-patient interaction.
  
  Please if you have any further questions or concerns contact us directly at ************** or at *****************************************************.
  
  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On October 24th of 2022 I had an in office procedure (epidural injection) at their ********* office. I signed a form to have anesthesia for this procedure. I did not receive the anesthesia and I reported it to staff the next day when I went to pick up my receipt for the co-pay. I had to go to the Commerce ** office because the ********* office was closed. The nurse that was in the procedure room with me was at the office that I reported it to and told me she was going to report it as well and she knows the ***************************** didn't administer the medication. I was experiencing stiffness, vomiting and had diarrhea as a side affect to the injection and the nurses asked me to stay so *************** could look at it. He was very nasty with me and told me I wasn't having a heart attack or a stroke so I was fine and yelled at my children as we stood there. This was not an office visit by the way. The nurse that was standing there wrote down the events along with the nurse that was in the procedure room at the ********* office and they both reported him to the lead Nurse practitioner ******* the very next day. I was asked to come in and speak with ******* and I did. I told him that I did not receive anesthesia and I wanted him off my case. I was assured that I wouldn't have to deal with him again and that would not be a part of my bill. On my next visit I was asked by another physician to allow another physician administer another injection and that they were indeed helpful. I declined and asked to be released back to my PCP because I was not pleased with my care. The physicians in the office were nice but I didn't trust anything after dealing with ****************. Soon after I received a bill for the procedure and I paid it. Then I started to receive other bills stating that I received anesthesia, two injections, and an office visit for the day I picked up my receipt and **************** stepped aside to look at my puncture site. On these bills there are several locations for this procedure. One of the bills are from a company called ********** in ************* from an anesthesiologist office. In total there are four bills. I have reached out to ***************** and reported these fraudulent charges as well. I informed them that they indeed paid for procedures I did not receive. I am still working with them on this. Again, I did not receive anesthesia, I only received one injection and not two, I did not have my procedure done at a different facility (it was done in the ********* office) so the out of office charge is false, and there should not be a bill for an office visit on the 25th of October. I have three of the four bill currently. I threw away the first because I paid it. But ***************** has a copy of them all and none of them add up.

  Business response

  08/23/2023

  Dear *************************************,
  
  Thank you for bringing this matter to our attention. We are sorry to hear that you had this experience with us and for any inconvenience this may have caused. We investigated the specific complaints and involved our chief compliance officer and members of management and concluded that you received treatment at ********************** Pain B,LLC, and the bills received are correct.
  Our investigation provided us with the information outlined below. Firstly, we discovered that the doctor received a call on October 24, 2022, indicating that you were experiencing some symptoms after the procedure. Due to the possibility of complications, the doctor was understandably concerned and promptly agreed to see you at our Commerce location the very next day. Following a thorough physical examination,the doctor concluded that your symptoms were not indicative of a complication such as a stroke, which can sometimes occur after the type of injection you received.
  Additionally, we looked into the billing charges associated with your procedure and found that they are consistent with the way in which the doctor performed the injection. The medical records indicate that the medication was administered at two sites, with the first charge covering the injection and guidance, and the second charge representing an add-on code. Furthermore, given that your injection was considered high-risk by the doctor, you were given a very small dose of anesthesia to ensure your safety.
  Lastly, our investigation reveals there is signage within the facility identifying **************, as well as accompanying paperwork that outlines the use of anesthesia and requires patient consent.
  
  However, we understand your concerns and seek to improve our provider-patient interaction. We hope next time you come to our facility, you will have a pleasant experience with us.
  
  Please if you have any further questions or concerns contact us directly at ************** or at *****************************************************.
  
  

  Customer response

  08/24/2023

  I paid this bill last year and should not have received the another bill for the exact same thing. I've only had this procedure done once in their office. I did not receive any anesthesia for this procedure although I requested to have it. I drove home that day after bringing my aunt do to requesting the anesthesia. They even went as far as bringing me back and inserting an IV for it. And yet, I still didn't receive it. **************** did not show any concern at all when my reaction was brought to his attention the next day or so. He was very nasty to me and my children. And when he said you are not having a stroke or heart attack was not in a "I don't think it's a stroke or heart attack so I think you it may be minor situation." I was well aware that I wasn't having a heart attack or stroke because I was vomiting and having diarrhea. He said it in a condescending way as, I'm not dying so what's the issue, kind of way. And I asked him was this a side affect and he said no. A friend of mine who is a MSN told me it is in deed a side affect and I should've reported him to the board. I didn't because I just wanted to put him and my experience behind me. The next day I went to see the Nurse Practitioner ******* like the nurse in the office asked me to after she called and reported **************** on my behalf. I don't know why they are covering for this man and I don't care. But I'm not paying for injections again and I most certainly will not be paying for anesthesia that I did not receive; I refuse. If this goes any further it will result in legal action.  

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/9/22, 10/3/22, and 11/2/22 I visited the Summit *********************************************** Center in *********, ** for sacroiliac joint injections to relieve pain. I specifically asked how much the treatments would cost each time after insurance paid its part, and was told an amount. I repeatedly said I would not get the injections if further payment would be required (calling back at least 2 times each visit to confirm cost). I was later sent a bill for $297.25 and I've been disputing this charge for 2 months. A representative in their billing ***** told me they had multiple complaints about the front desk staff not giving patients the correct amount owed or how the services worked; yet, they refuse to forgive these charges (even though I said I would not have gotten the injections had I known there would have been extra costs). Even the lady in their billing ***** agreed this was wrong but her boss wouldn't listen. From the visit on 11/2/22, I also reported to billing that several HIPAA violations occurred & the staff were unprofessional. The front office ladies were talking to each other while I filled out paperwork and one said "fuck" in relation to something; another employee came up front saying she knew "she should call [a client] back but she wasn't going to; a nurse in back came in angry and told me the patient before me had Covid and didn't wear a mask so they were having to Clorox everything; a male patient was brought in with only a curtain between us and was asked multiple very personal questions about his health with me sitting there; and the doctor who gave the injections was rude. I asked him how long the needle would be in and he said "do you want it fast or done right?!?!" After the injection he left without even saying goodbye, asking how I felt, or anything. I want this bill forgiven for HIPPA violations, the lack of professional behavior and because I was repeatedly told there wouldn't be more costs. Their employees' lack of training shouldn't be a cost for me.

  Business response

  04/18/2023

  Dear *************************,
  
  Thank you for bringing this matter to our attention. We are sorry to hear that you had this experience with us and any inconvenience this may have caused. We investigated the specific complaints and involved our chief compliance officer and members of management and concluded that although we empathize with the patients need for clarity in regard to their medical bills, we can only do our best by contacting the insurance company before the date of service. We verify benefits with the insurance company; however, the benefits are subject to change by the insurance by the time of the service (i.e., your deductible is used up). However, we understand your concerns.
  
  Although we are not required to, we would like to discuss how this bill might be reduced. Please give us a call.
  
  According to 45 CFR 164.502(a)(1)(iii) incidental uses and disclosure rule, HIPAA permits certain accidental disclosure incidents that happen as a byproduct of treatment. Therefore, in the incident you are referencing there are no HIPAA violations. If there were HIPAA violations the law does not provide that a patient is entitled to get free treatment.
  
  Although we were not able to find anyone who witnessed or corroborated the profanity, I advised the team leaders of the situation and directed that training be given to the front office personnel and stricter monitoring should happen so this wouldnt happen again.
  
  However, we understand your concerns and seek to improve our provider-patient interaction. We hope next time you come to our facility, you will have a pleasant experience with us.
  
  Please if you have any further questions or concerns contact us directly at ************** or at ******************************************************

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently went to the ********* location to talk about the severe pain in my neck/back area. Upon my office visit, I was offered pain pills three times by the *** *****. I told her I did not want any or need any pain pills three times, I only wanted to know about getting injections. But, with her persistence, after the third time I accepted the medication from her (I never filled the prescription). After taking the prescription, the ** went out the door and told the medical assistant to drug screen me. I was so embarrassed. I never asked for the prescription. I was never informed of a drug test, apparently this provider never looked at my chart to see if I am a "drug seeker"; I hardly go there. When I went back to this provider to get the injections to my neck/back, I spoke with the provider who gave me the injections along with a supervisor. I explained the above situation, the provider made me feel like I was lying. Apparently, he never looked at my chart either because if he would have done so, he would have known I was an established patient who never come to their facility unless I need to, nor do I ask for any meds. They never followed up with me to the outcome of my complaint. I have an issue with a provider pushing pain pills on patients who are not asking for them. Additionally, I take issue to being drug tested when I didn't ask for any pills (I believe my pain level was at a five when I went for the office visit).There is an opiate issue in our society. It does not help when providers are giving out these meds freely when no one asked for them. This practice at this facility needs to stop, and they need to fully read the patient's chart and listen to the patient's concerns before trying to give meds that the patient didn't ask for.Sincerely,********

  Business response

  12/28/2022

  Dear *****************************,
  
  Thank you for bringing this matter to our attention. We are sorry to hear that you had this experience with us and any inconvenience this may have caused. We investigated the specific complaints and involved our chief compliance officer and members of management and concluded that it is not outside the medical standard of care to offer more conservative, less invasive, therapy where appropriate before engaging in more invasive interventional therapy. However,we understand your concerns and seek to improve our provider-patient interaction. After speaking with you on December 14th, we have come to a resolution and tried contacting you to follow up the next day to inform you of the resolution but were unsuccessful, and a voicemail was left. We hope next time you come to our facility, you will have a pleasant experience with us.
  
  Please if you have any further questions or concerns contact us directly at ************* or at ******************************************************
  

• Initial Complaint

  12/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Suspicious billing process. They took months to get back to me regarding my **** status, despite multiple inquiries I made. Now they are unable to provide me with a receipt for a $350 payment I made after I've contacted them multiple times. They also did not notify I would be charged additionally for my procedure at the time of service (was told remaining amount would be covered by insurance).

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