Business ProfileforSWMC Southwest Medical Center

Case 1 Concern 1, On July 26th, 2019 my daughter was born. Southwest Medical Center billed my daughter under her name rather than billing under the mother per the Newborns and Mothers Health Protection Act of 1996. Concern 2, We moved twice and never received any statements from SWMC even though they had our phone number and e-mail on file. Concern 3, My daughter was charged room and board nursery for July 26th, 2019, July 27th, 2019 and July 28th, 2019 when she never stayed in the nursery. She was in our room the entire time. Case 2 Concern 1, On August 11th, 2020 my son was born. Southwest Medical Center continued to bill under my sons name rather than billing under the mother per the Newborns and Mothers Health Protection Act of 1996. Concern 2, My son was billed for room and board nursery on August 11th, 2020 when he never stayed in the nursery, he was in our room the entire time. Concern 3, Southwest Medical Center never added our insurance to our sons bill. They had our insurance on my bill but not his. The amount was for $3,620.95 and tell me it says "self pay" next to his name. They told me to reach out to the insurance we had at the time to get a reference number but the insurance stated they didn't have one to provide since SWMC never processed the claim. Concern 4, We had to go back into the hospital on 8/14/20 to check by sons bilirubin levels. They decided to hold us for 24 hours because I was having some medical issues after delivery and they wanted to have him lay under the light and observe him to see if his levels got better. They continued to bill him separately under his name when we were still within 30 days of delivery and continued to not add our insurance to his bill. That total came out to $2,067.16. Concern 5, SWMC states their insurance department is refusing to reach out to United Healthcare who we had at that time due to how long it's been. Mind you I have been in contact with them constantly for 2 years trying to get this resolved and they have record of every time I called and always took notes while I was on the phone as did I. They would say things like give us 30-45 business days while we try and process this or would state that their going to speak to their billing supervisor. Every time I would call they always fed me a little bit of hope that they understood my concern and were going to send it up to management. They stated they would not send this amount to collections since we were in the process of trying to get THEIR error fixed. On January 19th, 2022 I requested an itemized statement and never received one. Concern 6, I contact SWMC again to see where their at with their insurance mistake and they stated there was no further information they could provide me because they had sent it to collections. I asked to speak to a manager and she stated that she was on another call and that she would absolutely call me back. I stated they always say their going to call me back and never do and she stated she absolutely will and to make sure I'm near my phone. I never got that call back. Concern 7, I contacted Patient Rights at Southwest Medical Center on November 2nd to file a complaint and she stated she would call me back the next day or Monday since I called on a Thursday. I have waited all week and never received a call back. This hospital continues to ignore this issue as they've done since 2021.