ComplaintsforMercyCare South Urgent Care

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 31st I visited MercyCare South Urgent Care to inspect my shoulder/ribs injured a week prior to potentially get a prescription and manage my pain. On entering the business which wasn't busy at the time, the desk clerk informs me that their X-ray technician wouldn't be available for at least an hour. I suggested that I come back at a later time when the person is present. She then proceeds to convince me that I could still receive the care for my pain without an X-ray. I oblige and see the nurse who takes my vitals immediately although I had no particular issues with my heart rate or blood pressure. I then see the doctor soon afterwards and explain my situation. He then recommends I travel across town to the emergency room to get x-rays even though I came in on a non-emergency visit. I didn't want to pay the premium cost and suggested I wait for their own technician who I was told would be coming. The doctor disingenuously tells me that the person wouldn't be available until the next day although I was told something completely different when I arrived. I questioned him on the conflicting information but he provided no answers. I told him I'd call and return later when their technician arrived. He tells the staff to cancel the visit. I left and went home a mile away then called approximately two hours later to find their technician never showed up so asked the person on the phone to refund my copay for the inconvenience and was told that it would be resolved. I eventually had to call billing on my own to get that accomplished. Now the problem is billing keeps sending me a notification for an overdue copay bill. I personally feel I was either deliberately mislead, a victim of a bait and switch or perhaps even fraud. I feel I shouldn't be responsible for the cost given that I was initially hesitant but was only persuaded based on disinformation.

  Business response

  07/07/2023

  We have reviewed the complaint internally.  Due to HIPAA regulations we are unable to provide details of the review.  We take all reports seriously and work quickly to rectify patient concerns.  Please contact us directly via phone at ************** for additional information.

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