ComplaintsforMercy Hospital

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Initial Complaint
07/26/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
(Mercy Clinic Minimally Invasive Gynecology) This is not about the doctor as he is kind and talented In 12/ 2023 prior to surgery with this doctor a long list of labs were ordered I was polite to the staff. I was not aware at the time that when the lab test were ordered they did not put on diagnostic codes and falsely check the box that it was merely routine Not adding the diagnostic codes would be a guaranteed fail from the insurance company. Any personnel of any medical office would know this.Months later while I was recovering from surgery I was completely shocked to receive a bill for $81 and then another one for $1500. This was because the office failed to put the DX codes on the requisition.Despite having a complicated sleep disorder and recovering from major surgery and finished battling cancer I was forced to spend hours on the phone with the rude staff at ********** as to where the charges were coming from. There were still some confusion but they did send a notice to the doctors office advising them to add the diagnostic codes. Nothing was done by the office.I had to continue many hours of my flight to get Executive from ***** to help. She stepped in and called the doctors office herself but could not get a return call. She was attempting to get the DX codes from the doctors office so that we could submit them to the insurance company. Once again the doctors office ignored us I left messages and phone calls for the ** but she didnt answer the phone and failed to respond to my voicemail. I was also having medical complications but but was ignored. I had to have an MRI and an US at another doctors office Finally I spoke with ****** and explain my frustration of not getting through to the ** and she nearly passed me right back to the ** They are aware that Im disabled and was freshly post op. ****** did say she would call the Qwest Ex to help me but instead lied and said I was assisted 2 months later and still not DX codes to insurance Was supposed to get a call back today but didnt
Business response
07/26/2024
Please see attached response. Also a paper copy is being mailed to the address below.
Good afternoon,

July 26, 2024

BBB
*********************************************
************************

Case ID: # ********

Dear Better Business Bureau Investigator,

I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.

After reviewing, this has been forwarded to the appropriate department for review and follow up.

Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.

Please let me know how I can be of further assistance in the resolution of this concern.

Sincerely,

***************************
Mercy ****************** Patient Services
Mercy Health Systems
Customer response
07/31/2024
First off I am disabled as the hospital is aware and I want a call on my telephone not a back-and-forth written communication. This involves private medical matters The issue originated with the Minimally invasive Gyn, ****** who failed to add Any diagnostic codes to my lab requisition. Instead she called them routine labs which they definitely were not as their part of my disability and medical situation and prior to having major surgery. Because of the above mistake I literally have spent now ************************************************************************************************************ from Qwest who advised that once the doctors office gives her the proper codes she would submit to ********* ****** from the office promised to call the executive to get the code submitted. Instead she became vindictive and did not provide the codes and did not even follow up with myself or Qwest. like she promised. Instead it sitting on the desk for months with Mercy Hospital with zero being done. ******** has received no submissions whatsoever. Because of the neglect and vindictive behavior I am forced to pay over $1600 from my Social Security check. ****** was aware of this and of my disability and she decided to make things substantially more stressful. She is hiding facts and was supposed to call me last Thursday at 3:45 but failed to do so like she promised. The office has received complaints about ****** and about the nurse practitioner who neglects the patients however these concerns have not been addressed. Additionally I have had surgically complications but the ** never takes or returns calls. I have been neglected and treated vindictively by the staff. I am left with surgery complications that possibly the doctor is not aware of and a $1600 bill thats invalid. This was done to me out of spite and neglect when they know that I suffered greatly from a disability. Im expecting a call on my house phone to resolve. Because of my disability No written
Customer response
08/01/2024
Please see attachment for HIPPA release.
Business response
08/02/2024
Good morning,

Please see response below. I have also requested to have a paper copy mailed to the address below.

August 2, 2024

BBB
*********************************************
************************

Case ID: # ********

Dear Better Business Bureau Investigator,

I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.

After reviewing, this has been forwarded to the appropriate department for review and follow up. Per response from the clinic the patient has been contacted.

Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.

Please let me know how I can be of further assistance in the resolution of this concern.

Sincerely,

***************************
Mercy ****************** Patient Services
Mercy Health Systems

Customer response
08/02/2024
Complaint: 22045614
I specifically asked for a phone call because of my disability. Mercy Hospital is the appropriate party because the doctors office specifically stated they transfer the billing issue to Mercy Hospital. This is a long ongoing nightmare for me and all I get is the runaround. I am not told what department it has been forwarded to and the issues has not been resolved.
There has also been a new and additional problems that have been created since this complaint. I am requesting for Mercy Hospital to contact me on my home phone at once please. No more runaround
I have reviewed the business' response and am rejecting it because:

Sincerely,

*******************
Customer response
08/05/2024
Hello ******
thank you for the email and I think theres some confusion. Was asked for additional documents, but you did not tell me what additional documents you need.
I have faxed to your office to ***** forms and theres confirmation electronically that both of these forms have been received. Your staff called me and did confirm that they received both forms and stated he would attach the forms to each one of my complaints.
Please note that I have TWO separate complaints. One is for Mercy Hospital. The other is for Mercy, Minimslly, invasive gynecology. There was a ***** form received in your office for each one of these companies. There should have been an attachment of the ***** forms for each one of these companies.

Is this the form that you are referring to?

Thsnk you
*******************

Business response
08/06/2024
I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.
After reviewing, this has been forwarded to the appropriate department for review and follow up.
Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.
Please let me know how I can be of further assistance in the resolution of this concern.
Customer response
08/06/2024
Complaint: 22045614
As I mentioned in the complaint, I need a phone call and not to have it forwarded to another business that is not even identified. The lack of communication is how this mess got started
The issue should stay with Mercy Hospital billing because the staff member ****** from the Minimally Invasive Gynecology sent it to Mercy Hospital to receive the diagnostic codes. However, Mercy Hospital has not added any codes in therefore his cost me about $1600. The transferring it from place to place is what is creating chaos. Contacting me on the phone decreases the chaos which is why I asked for it.
I have reviewed the business' response and am rejecting it because:

Sincerely,

*******************
Initial Complaint
07/10/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On June 6th I was given an Echo 2d (ultrasound on my heart). Prior to the procedure I was not informed that I would be responsible for $806.64. I was informed that another procedure - Calcium heart scan CT - was not covered but recommended in the future. At no time was I informed of the cost to me for the ultrasound. I contacted Mercy billing on 6/28/2024 and spoke with *************************** and they explained what had happened. I was told that the procedure was still pending in the system. ******** told me that they could not write it off but they would notate the record that I had called and that I would not be paying this bill. ******** also said that they would remove the automated collection system so that it would not call me every other day.
Business response
07/15/2024
Good morning,
************** has already been contacted.
Initial Complaint
04/30/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On three different occasions now Mercy Hospital South has failed to bill the VA for covered medical services, instead billing me then sent it to collections. June 20, 2019, October 20, 2023 and October 22, 2023. For the June 20th, 2019 bill they forced me into setting up a payment plan in order to receive additional medical services and I had to pay the $985 balance out of pocket due to their failure to bill the VA, now they are trying it again. They have the VA's information on file, everything else from these ER visits was sent to the ** and paid by the VA. I have 100% medical coverage, no deductible. After speaking to the Mercy billing department today 4/30/24 they initially said it was my responsibility to call the VA within 24-48hrs. Below is the guidance from the VA: "Ask the provider to notify us right away in either of these ways:Through our VA emergency care reporting portal, or By calling us at ************ (TTY: 711)We must get the notification within 72 hours of when your emergency care starts. We prefer that the provider notify us."Mercy billing team admitted today the hospital must have contacted them since all of the other costs were covered, but yet they still sent a portion to collections.On March 26, 2024 I disputed the charges with Receivable Solutions informing them this is covered by VA and never received a response, only another bill.Today ******* and her supervisor ******************** have contacted the VA representatives at Mercy to try to get this resolved for the two current bills in collections. After 40min of negotiating and asking for escalations they finally agreed to at least attempt to correct the **************************************************************************************************************************************************** for the third time now, ******* admitted this has happened to other vets as well. I'm hoping this is an illegal practice, if it's not it really should be. We need your help please.
Business response
04/30/2024
please see attached letter
Business response
05/02/2024
4/30/2024
Case ID: # ********
Dear Better Business Bureau Investigator,
I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.
Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations.The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.
Please let me know how I can be of further assistance in the resolution of this concern.
Sincerely,
*******************************
Patient Services
Mercy Health Systems
Customer response
05/09/2024
Complaint: 21646689

I am rejecting this response because:

The response I received today contradicts the information Mercy billing provided to me on April 30th. They are now saying "your VA Authorization was not effective at the time of service" which can not be true since other Mercy hospital services billed the VA that day and they were paid. Again, they are putting the burden on the Patient/Veteran to resolve this when they were provided all of the required information, on the same day they provided the service, and they failed to (or more likely CHOSE not to) bill at that time. The VA uses ******** rates which are significantly lower than what the hospital tries to bill, so it is in their best financial interest to make these "mistakes" and force veterans to pay full rates out of pocket before receiving additional healthcare and/or being sent to collections, like they have done to me. This is an unacceptable business practice praying on those that have served.

Sincerely,

*****************************
Initial Complaint
04/25/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had a surgery paid in full. I had a problem with scarring and paid the doctor to fix it. I developed a hematoma and was seeing the doctor for that problem. The doctor said he did not charge for that follow up visit yet Mercy Medical billed me almost $700 in addition to my payment of scar revision. I brought it up with the doctor and he again confirmed he didnt charge to see me for the hematoma. I spoke with the billing department and explained it to them, yet they kept billing me and put me in collections This is fraudulent and unacceptable.
Business response
04/29/2024
Good morning,
I have reviewed our system and we do not have an account for this patient.
Thank you,
Crystal
Initial Complaint
04/19/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
To Whom It May ******** On my last doctor's visit to the Mercy Clinic at *********************** 203 on 3/14/2024 although I was asked for my CIGNA insurance card, a $15.00 co-payment was not requested by secretary. After seeing my doctor, I thought I had to pay $15.00 and asked the secretary, "Can I pay my co-payment?", she said, "You don't owe anything." However, my insurance company, CIGNA sent me an email on 3/22/2024: "What I owe $181.00 (for doctor visit). Amount not covered. Because the provider is out-of-network, and your plan does not allow for out-of-network benefits". So, I learned that my provider is not covered by my insurance. I was shocked after visiting the same clinic for almost 4 years. They should have told me and warned me in advance that my doctor was no longer covered by insurance. I am wondering, "Since my provider is out-of-network, why wasn't it told to me clearly? I had two options: 1- I would continue to come to the same provider without insurance coverage. 2- I would go to a different provider within insurance coverage. Why was this hidden from me? I don't understand. It's requested money by Mercy Clinic due to dishonest behavior via email on 3/26/2024 and then 4/6/2024. The secretary did wrong. Now it's wanted to make me pay for her mistake. As a result, I can only pay $15.00 co-payment and I want them to close this case without further ado. If you can help to solve this issue, I would be very happy. Thank you, Sungur Ulus Email: ******************** Phone: ************ Mercy Guarantor # *********
Customer response
06/06/2024
To Whom It May ******************************** today, Mercy Hospital sent me an email which says, they did a 25% discount on my bill. So I paid for it.
Thank you very much for your kind help.

Best regards,
Sungur Ulus

Initial Complaint

03/22/2024

Complaint Type:: Billing Issues
Status:: Resolved
The complainant verified the issue was resolved to their satisfaction.

Date of visit with *************** 1/26/2024. Account #*************. I went to this doctor *********** as Mercy requires a visit once a year to keep providing ongoing prescriptions. Mercy is trying to bill for BOTH ***** Periodic Preventive Med Est Patient 40-64yrs for $181.00, and also ***** for Office/Outpatient Established Mod Mdm 30 min for $176.00 to my insurance company. I paid the $20 copay required by my health insurance policy to Mercy that day, 1/26/24. I have an EOB that the insurance company has paid actually both $170.25 towards the $181.00 (*****) and $62.61 towards the $176.00 (*****). My copay is $20.00, PERIOD for this visit. My EOB from the health insurance company shows this. It is unethical (especially for a supposedly Christian *********************** to bill for both of these items at one time and now trying to collect $156.00 from me for this. Mercy claims insurance is pending for $181.00, however insurance companies typically pay for one or the other, not both. Mercy is just trying to scam me, the patient as they are so good at doing these days. I need the extra code removed from my account for $181.00 as I do not owe another $156.00 for a standard doctor *********** required by Mercy in which I was not even sick. There was nothing new or abnormal either about this visit as it's the same medications I have been on for years.

Business response

03/29/2024

I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.

In reviewing the visit on 1/26/2024, the patient's insurance coverage had recouped their payment for the office visit portion of the claim. Unfortunately,the new payment made by ***** was not applied appropriately. This has since been corrected and the patient's payment has been applied. The balance for this claim is currently at zero.

Customer response

04/01/2024

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.

While the claim through Aetna had not changed at all and the payment paid to Mercy was the same as I had seen earlier, I am glad this is resolved.

What is sad is that talking to Mercy's billing department gets a person absolutely nowhere and having to resort to the BBB is not what I enjoy doing.

But since I cannot get Mercy to fix their billing issues when they occur, I will likely resort to the BBB each and every time Mercy chooses to bill me incorrectly

because it seems to be the only thing that gets Mercy's attention.

Sincerely,

***********************

Initial Complaint

02/03/2024

Complaint Type:: Order Issues
Status:: Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

I paid $1238.86 on January 2, 2024. I have called multiple times for a receipt. No receipt has been issued to date. Please email receipt to ***************************

Business response

02/05/2024

Good afternoon,

Case ID: # ********

Dear Better Business Bureau Investigator,

I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.

We have received the complaint and due to privacy reasons will not be providing further details. I have spoken to the patient and her concern is being addressed.

Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.

Please let me know how I can be of further assistance in the resolution of this concern.

A paper copy of the letter is also being mailed to

BBB
***************************************************************************************

Sincerely,

***************************
Patient Services
Mercy Health Systems

Initial Complaint

01/04/2024

Complaint Type:: Service or Repair Issues
Status:: Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

Basically, I was admitted to Mercy North on 11/20/23 following an automobile accident, this was a company vehicle and the company filed a workmen’s comp. claim, well the hospital continues to bill my personal insurance company to the tune of $14000.00 to date, after having been provided workmen’s comp. Information on at least 4 occasions. Following doctors discharge orders I made a follow up appointment with another Mercy doctor and upon arriving at this appointment I was told they would not see me because it was a workmen’s comp. case, I informed them about this prior to that appointment, thankfully I was able to find a doctor to see me and keep the process of recovery going. Finally, when I saw the neurosurgical for a follow up 12/21/23, again a Mercy doctor, at the end of visit when asking about movement restriction in regards to employment I was told “oh this a workmen’s comp. case I may not be able to see you again I’ll have my nurse look into it”, making the next appointment and stating that I would be informed if the doctor would actually be able to see me, so do I look for another doctor now?, I don’t know?

Business response

01/04/2024

Good afternoon,

I have also contacted the patient and left a message with my direct line.

Customer response

01/05/2024

Complaint: ********
I am rejecting this response because:

Never received message as hospital stated, every time I talk to anyone there I get a different story, so not only do they lie they don’t even know how to run a business, what I want is for these people to correct my account, fix your mistakes quite giving me run around.

Sincerely,

****** *******

Business response

01/05/2024

Good afternoon,

I called and left a message for the patient yesterday at 10:57am. I then sent an email through My Mercy at 2:57pm. I still have not received a response from either avenue.

Customer response

01/05/2024

Complaint: ********

I am rejecting this response because: I’m sorry I did not even know I had a voice mail and have never been able to set up a My Mercy account because I’m just not computer savvy and was unable to receive help from anyone at Mercy with this. Mercy has my email if they need to contact me no more phone conversations because every time I call I get sent to this department or that department and nothing gets done.
Mercy has the information they need to fix this problem please just fix it and send me confirmation , via email, that issue has been fixed.

Sincerely,

****** *******

Initial Complaint

11/21/2023

Complaint Type:: Customer Service Issues
Status:: Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

Waited for Surgery for 3 months, was on schedule today- Arrived at Hospital and recieved a call that surgery was canceled, no back up Dr, no resolution- Advised to call back in 6 months to reschedule. Not Acceptable I have been experiencing major health issues for years and need surgery ASAP- I have rearranged my work/personal life for this. Was called last minute, with no empathy or solution- Mercy is a huge Corporation and I should not be treated like this. There should be someone else to perform surgery ASAP. I have called the office 2x with No Call Backs. This is unacceptable behavior.

Business response

11/21/2023

Good afternoon,

I have forward this to the doctor's *****************

Initial Complaint

10/24/2023

Complaint Type:: Service or Repair Issues
Status:: Resolved
The complainant verified the issue was resolved to their satisfaction.

My wife attempted to make an appt for me on my mercy to see my *** as I was sick. She did not have any openings so my wife called the *** office and asked for an appt for me to see my ***. She was told my provider was full. My wife asked about 2 other providers that I could see as well. She was told that they were full as well. My wife asked if they still had same day sick appts. She was told they did but she would have to call back the next day to get an appt for tomorrow because they couldnt schedule a same day sick appt for the next day. This is very frustrating! When I call my *** office, I do not reach anyone in that office, I get a call center that has no idea what they are doing. My wife sent a my mercy message directly to my *** and my *** said absolutely I needed to be seen and had her nurse schedule me an appt do the next day. Mercy has no care or compassion to their patients and make it extremely hard to get in to see my own ***.

Business response

10/25/2023

Good afternoon,

Please see attached letter. The clinic has spoken with the patient.

October 25, 2023

BBB
*********************************************************************

Case ID: # ********

Dear Better Business Bureau Investigator,

I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.

Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.

Please let me know how I can be of further assistance in the resolution of this concern.

Sincerely,

***************************
Patient Services
Mercy Health Systems

Customer response

10/26/2023

I filed a complaint with Mercy on their website on Oct 20 and have not been contacted by anyone from Mercy either by phone, email, or mail.

Business response

11/02/2023

Good afternoon,

Please see the attached letter.

The *** office contacted patient and explained that there is only a limited amount they can set up; however, the *** pushed through for him to be see which is an exemption and not a normal practice.

A hard copy is also being mailed to the address below.

Thank you,

*******

November 2, 2023

BBB
*********************************************************************

Case ID: # ********

Dear Better Business Bureau Investigator,

I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.

Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.

Please let me know how I can be of further assistance in the resolution of this concern.

Sincerely,

***************************
Patient Services
Mercy Health Systems

Customer response

11/04/2023

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,

*************************

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