ComplaintsforSunrise Health Clinics, LLC

• Initial Complaint

  01/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 4th, 2022 I went to Sunrise Health Clinics address 6767 W Tropicana Ave Suite 100, Las Vegas, NV 89103, to take a covid test as well as 3 other tests: flu, strep, rapid that I paid $30 out of pocket for. After completing the swab, the woman asked me if I wanted to wait for the results or have someone call me. I asked her what was easier she said she was very busy so calling would be best. I called back about 30 hours later to see if my results had come in, the phone number I called was 702-209-0370. The person who I spoke with told me I tested NEGATIVE for covid, strep, and rsv. They then told me I tested POSITIVE for the flu. My employer asked for this result in writing so I had to call back the next day to retrieve my information and they said they would upload it to the portal but also told me that I could just drive down there to get the results. I am now 3 days out from the testing day, I arrived at the location looking for my test results to be printed and they are withholding my information from me which I paid for and telling me they don't know who told me the wrong information but they don't have time to help me. One woman provided me with my covid results which ended up being POSITIVE so I have been given false test results from someone at the facility. The woman shouted at me calling me ma'am as I tried to explain my story and ask for my information to be printed. Again, she said she couldn't help me.

  Business response

  03/03/2022

  Business Response /* (1000, 8, 2022/01/26) */ Sunrise Health Clinics concurs that client received 4 tests performed at the 6767 W. Tropicana location on 1/4/22. Client detailed she arrived on 1/4 "to take a covid test as well as other tests: flu, strep, & rapid". She further details contacting the office "about 30 hours later" for results. Client further asserts she arrived on site "3 days out", which would be 1/7/22 and was given printed results showing a positive test result for COVID. Sunrise does not agree the 4 tests were covid, flu, strep & "rapid", but asserts they were: PCR Covid (NOT RAPID), Influenza A&B (flu), Strep, & RSV not "rapid". PCR tests are performed off site through Aurora Labs. Test results are received back to Sunrise within 72 hours. Two documents are attached showing where client filled out a consent form that checks the 3 boxes "I would like additional testing...$30 for all 3. Please test me for Flu, RSV, Strep A." Client did not check to pay for a rush fee for the 4th test, the COVID test, but to use insurance where COVID PCR testing is free. She checked "I need a PCR Covid-19 test! Results in 24-48 hours. $0.00-I want to use insurance." She gave consent and signed the document acknowledging that results would be 24 hours. The second document attached shows the PCR Covid Test results from Aurora Lab showing the client positive. At the top of the document in the center it shows: Collected: 01/04/2022 Collection time: 02:00pm Received: 01/04/2022 Reported: 01/05/2022 Time: 07:34pm The client wrote she received results by phone "about 30 hours" later, which would make the call to deliver results on 01/05/2022. The office closes each day at 5:00. Staff members would have given the results of the 3 tests performed on site for flu, RSV, & Strep. They would not have had the results delivered in the portal by 5:00 on 01/05/2022, seeing the document stipulates that results were not sent to the Sunrise office until 7:34 pm in the evening of 01/05/22, after the office closed. When the client arrived at the office to receive a written copy of the attached results, staff attempted to clarify that the results she received on 01/05/22 were the 3 tests in which RSV was positive and the other two were negative. Seeing that the client listed the RSV test as "rapid", which was similar to the conversation, staff were concerned that she might have confused the two. The client expressed that she did understand the diagnoses of Flu being positive, RSV/Strep being negative, but continued to assert that she was also told she was negative for COVID. Staff inquired if we performed a rapid test on site in which she would have received immediate results. Consistent with her consent form, client stated she had a PCR and only the 3 referenced tests on site, but insisted she was told that her COVID test result was negative. Staff repeatedly attempted to explain that we could not help THE RESULTS on that test, but would not have given a test result for a PCR test that we did not perform on site especially when those results were not available at the time she stated. The client was kind and respectful and attempting to understand the results of her test. Staff did the best we could to try to explain the results at the door during a surge of patients, but continued to direct her to the written results on the results of the PCR test. She was further advised that if she had questions, she could reach out to Aurora directly. She was showed their contact number in the top right hand corner of the document. It should be noted. It brings none of our staff members any pleasure delivering positive test results to any member of our community. We wish there was no need to test people, and understand the gravity of diagnosis and the challenges to each member of our society as we work to collectively battle this virus. We did everything possible during this surge to express her results clearly. The agency changed it's policy to no longer allow staff members to give any verbal results over the phone including rapid tests or other tests we perform on site. Improvements were made to our website to better detail how to access our patient portal. Individuals are still permitted to call the office, but results will only be delivered in writing.

• Initial Complaint

  10/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 9/23/21 I visited Sunrise Health Clinics on 6767 W Tropicana Ave STE 100, Las Vegas, NV 89103-4755 for a Covid Test that clinic stated Medicare covered, nose swab test performed by ***************, results received negative thankfully, the only test performed. On 10/13/21 I discovered on Medicare.gov that provider changed billing & provider address twice for same test, withheld results, fraudulently stating, as per Medicare that procedure, valued at $306.72 was never performed, so Medicare denied claim. Enclosed scans show Medicare claim ************* & completed negative test results. I don't pay for billing fraud

  Business response

  11/17/2021

  Business Response /* (1000, 5, 2021/10/16) */ Contact Name and Title: Beschelle L*******, CEO Contact Phone: 7022090370 Contact Email: **************************** Sunrise Health Clinics operates a CLIA Waived licensed lab approved by the State of Nevada in which Cleeanne B***** is currently the lab director. The lab license is current, active, and just passed a recent on site inspection by a Health Facility Inspector from the Nevada Department of Health & Human Services, Division of Public & Behavioral Health, Bureau of Health Care Quality & Compliance. Sunrise operates and provides services out of 6767 W. Tropicana SW, Suite 100, Las Vegas, NV 89103. Sunrise previously operated it's corporate office out of 7455 Arroyo Crossing Pkwy. Suite 220, Las Vegas, NV 89113 with services provided out of 5915 S. Rainbow Blvd, Suite 105, Las Vegas, NV 89118. The two separate locations were combined two years ago. At this time, Sunrise performs rapid COVID testing and the collection of specimens for PCR testing. On site, Sunrise is permitted to perform the actual COVID rapid testing. PCR testing (most commonly required for work or travel) is not performed on site. The State of Nevada is currently in the final stages of approving Sunrise to perform PCR testing on site, but is currently being outsourced to a 2nd lab, ****** Diagnostics until the approval is completed. Because two separate services are being performed, both agency are permitted to bill. Sunrise is able to bill for the collection of the patient's specimen, and to process that sample to be sent for testing at ****** Diagnostics. Medicare is aware that Sunrise moved from the Arroyo Crossing address to Tropicana, but has not yet updated their system. Proof of the acknowledgement of the agency address change is available upon request. Due to Sunrise's lab director being Cleeanne B*****, ****** Diagnostics has our Sunrise account listed under our Lab Director. This is not to say that Cleeanne performed their test. No Sunrise staff performed the PCR testing at ****** Diagnostics, ****** staff did. No Sunrise staff member remitted billing for or on behalf of ******. When they are done performing their test, we are faxed the results that are passed onto the patient. They have a separate billing process for their service that is independent of ours. Billing for our service is not fraudulent. ****** billing for their service isn't fraudulent. As Sunrise is in the final stages of having the State of Nevada approve Sunrise's processing of PCR testing on site, we would still be within our ethical boundaries to bill for the services separately as they are three separate services (collection on swab from patient through nasal cavity, processing of specimen for laboratory testing, and the testing itself). An agency running COVID testing to include PCR testing has an excessive amount of costs. There are lab costs that include purchases of the appropriate refrigeration/freezing equipment; staffing for collecting specimen, medical staff to process them, lab techs and lab directors to adhere to compliance with the CDC and State of Nevada. In addition to that there are costs of just under $2,000 (at the discounted rate) for 25 PCR tests AND the cost of the equipment to process those tests. Those costs are different from the purchase of rapid tests and rapid COVID testing equipment that is not a PCR. The codes that have been set for COVID testing have been set in writing by the federal government. The codes we used are in compliance with the service that was performed. Please let us know if any further information is being requested, but there were not two separate providers billing twice out of two different addresses. Medicare simply hasn't updated our address in their system, and our lab director is listed under our account from ****** Disgnostics. Hopefully it is understood that if a patient comes to one entity (Sunrise) and a 2nd entity (be that Quest, ******, etc), both entities are permitted to bill for their separate services. The billing codes for the service performed is accurate. Agencies are permitted to set their rates. Consumer Response /* (3000, 7, 2021/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Test performed medicare accepted at visit. Not my problem Business Response /* (4000, 9, 2021/10/20) */ Client admits in her initial statement that Sunrise performed services. "On 9/23/21 I visited Sunrise Health Clinics on 6767 W Tropicana Ave STE 100, Las Vegas, NV 89103-4755 for a Covid Test that clinic stated Medicare covered, nose swab test performed by Cleeanne B*****, results received negative thankfully, the only test performed." She admits one test was done. She is not asserting that she received a bill or any charges. Her attachments included the appropriate billing for the one test performed. The second attachment was not a bill, but the lab results of the test. The patient appears to be complaining that the agency billed for the one service she admitted to having done at our clinic. There is no further action we are aware that can be taken. As stated, the appropriate billing codes were used in the test she described. Consumer Response /* (4200, 11, 2021/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Medicare denied claim because clinic stated test not performed, but clinic accepted Medicare to perform test. Again, not my problem. An audit is recommended.

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