ComplaintsforMercy Hospital Oklahoma City

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 8/06/24 I had a doctors appointment with Doctor ******************** He had been denying a refill on a medication my daughter has need and been without for weeks! It is the next day and he still has not sent in her medication for refill and or it was not even on the visit summary list. This is a mediation she needs and has been crashing without. He also inappropriate touched my child when leaving the room he smacked her ***. My daughter is 8 and this was highly inappropriate and sexual inappropriate..! and still after making the child go without a medication for weeks until a visit still does not send the medication after the visit ?

  Business response

  08/08/2024

  Good Morning:

  Please see attached response letter. A hard copy is also being mailed to address provided.

  Thank you 

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

  Customer response

  08/09/2024

   
  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.
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  01/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went for my annual wellness visit on 10/20/2023 and routine labs were ordered for me. When the doctors office sent the ****** to the lab, they included diagnosis codes that didnt apply or relate to my visit. The lab was automatically paid in error from my FSA account. I told the lab that there was an error and these are routine labs and should be paid for 100% by my insurance. One of the labs was for a urinalysis and my doctor ****** it every year and the diagnosis code was for hypertension but my ** measure was 120/80 (normal) at the wellness visit. The lab also charged me for a ***** occult blood test even though its 100% preventive and covered by my insurance. The related diagnosis code was also hypertension which, again, I dont have. After spending hours talking on the phone tracking down what happened, the lab said they couldnt do anything and to call my doctors office. I called the doctors office and they said they fixed the issue and resent the ******. The lab said they have not received updated ******. I have asked the doctors office to send me a copy of the order so I can send it to the lab but my doctors office will not call me back and will not reply through patient messaging. Money has been taken from me for services that should be fully covered. I want the doctors office to send me a copy of the order, fix the issue, and/or reimburse me.

  Business response

  01/02/2024

  Good morning, 

  I have sent the complaint to the office manager as our office does not change coding or do billing for Quest. 

  Customer response

  01/02/2024

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

  The business has not taken responsibility again.  Can you please specify a specific date and time that this will be followed up on and who I can expect to hear from and the specific steps that will be taken to resolve the issue?  The lab will not take responsibility and the doctors office has not taken full responsibility.  I cannot change the codes myself.  The lab is saying only the doctors office can change the codes.  It appears this business wants me to give up and allow the money to be stolen.

  Sincerely,
  
  *********************

  Business response

  01/02/2024

  Good afternoon, 

  Unfortunately our ****** is unable to assist. The doctor's ****** will need to address his concerns in which I have sent to them this morning. 

  Customer response

  01/03/2024

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

  I have called and left messages at the doctors office.  I left a message for *********************************** at ************ and in Patient Messaging and they did not address the issue and are not calling me back.

  Sincerely,
  

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

• Initial Complaint

  08/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When scheduled, Mercy told me I had a $0 copayment. The day of appointment in **** July 12, 2023, I was told that I didn't owe anything, the insurance would cover the test. Mercy sent me an Estimate for this, which shows that I will owe $0. BlueCross said are two different ways the hospital could have billed for this. One way, for the procedure and I would have $0 copay or for Out Patient Surgery and I would be billed for the $750. I explained that I was not admitted to the hospital nor told I was having an Outpatient Surgery. I was told, by *********** to call Mercy and request the correct the billing be resubmitted to them to resolve this issue. Mercy will not resubmit it to the insurance. I have called them, wrote to them and spoke to several people in the **************************** ********************************* was the last supervisor I spoke to at Mercy on August *****. I had to call back, she never called me back as promised. I was told that she was too busy to talk, but a note was on the account. They told me that my bill was reviewed and I would still owe. The day of the test, I was never taken to an operating room or special area for it. There was no "pre-op" done for me. I was taken into the general use Ultrasound room, where I have been before for other things, and remained in my street clothes. I was not taken into a sterile environment, to where I was given a sterile gown to change into. There was no elaborate equipment used. The biopsy lasted approx. 30 minutes. They had to call me to return to the hospital to sign the release to treat me for that. The excessive charges of "Operating Room" do not fit what I had done that day. I had both sides of my thyroid biopsied, Mercy states that is why they charged twice for everything. Separate charges for both sides on one organ. They have up-coded the procedure to a more serious one than what occurred. I was mislead about the cost. It was a more expensive service than provided. All other estimates had correct amount.

  Business response

  08/17/2023

  please see attached letter

  Business response

  08/21/2023

  Good morning, 

  Please see attachment letter. Patient is responsible for the balance, this has been reviewed several times. 

  Customer response

  09/19/2023

  
  Complaint: ********
  
  I am rejecting this response because: Mercy was dishonest and would not make the situation right. Lack of upfront costs and deceptive estimates, this caused undue emotional and financial stress. Was never charged this way in the past, also have my insurance incorrect causing the radiology department billing me as a PPO instead of the **** I will no longer use Mercy for anything. I can no longer trust them with my care. Doctor the day of this appointment was very unprofessional. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called the Mercy ********** clinic and ***** answered. I asked when the first available was. She asked what I needed to be seen for, and I advised my knees. She then said she had to have my full name and date of birth to see who was available(which is not true). I advised her I just want to know when first available is. She said we have doctors for different things ( I already told her it was for my knees- my name should not matter) She disconnected the call on me. I called to make a complaint and I was transferred to what I was told a complaint line and it was just a message that kept saying complaint line- it did not ask to leave a message or anything- it just kept saying complaint line..complaint line.. complaint line. Who hangs up on patients when they are obviously in pain an need assistance. that is unacceptable. I called ************ and I had to wait forever until they answered and then get hung up on. I asked for first available- that way I can know if I can make that date. She refused.

  Business response

  07/31/2023

  Thank you so much for making us aware of this. We were experiencing some technical issues that day with our phone line, which I believe is what occurred to you and would understandably be taken as being hung up on. We've thankfully fixed this issue now, and we'll be implementing a policy of calling callers back to explain should this occur again in the future.

  Our complaint line was just updated to a new line that is shared across all states Mercy serves. It's possible this had not yet been published at the time of your call, which we sincerely apologize for. The new line is ************.

  In the meantime, if you have any other items you would like to address, please don't hesitate to contact me directly at ************.

  Thanks again,

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

  Practice ******************************************* Orthopedic Associates

• Initial Complaint

  06/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received 2 outpatient infusions of Ocrevus on 6/2/23 and 6/16/23 for which was charged $3610.00 as co-pay charges each visit. I am complaining that was not notified in advance of treatment that this would be the co-pay with my existing ************************** When looking at billing even the morning of treatments Mercy site stated $00.00. Now after the fact I get billed these outrages charges for which I have paid first but so far havent received bill for second to pay which am sure is coming. I am paying bill while I contest.Spoke to insurance rep ******* at Humana several times including today who states was told by Mercy eventually after 4 calls I was not billed because Mercy didnt know the charges in advance at the time.1 If Mercy didnt know what charges would be WHY WAS I NOT NOTIFIED IN ADVANCE? I did not even have the option of asking my Dr to order something else with reasonable co-pay which would have done.2. Why lead me to believe co-pay was $00.00 by having this amount in billing section. Every other procedure at mercy has disclosed estimates in advance which I have paid.3 What happened to FAIR DISCLOSURE POLICY?I am paying co-pay charges but am disputing them and expecting at least partial refund.I am extremely disappointed and angry. I no longer TRUST the Mercy hospital system and will no longer get any future services there until this is resolved.I will also notify ******** of your unfair practice to me and share my experience with every person I know what to possibly expect from Mercy Hospital system and they can decide whether to choose or continue to chose your services.BTW, Ocrevus infusion is not a Chemotherapeutic drug although given in *************************** It is for MS. I saw it billed as Chemo drug.Claim #***************

  Business response

  06/23/2023

  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.

  Customer response

  06/26/2023

   
  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,
  
  ***********************

• Initial Complaint

  03/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an outpatient surgery done for a septoplasty/submucous resecj with cartilage grf on January 23rd, 2023 at the Mercy ************************* in **********. I have paid two bills for this operation and now I am getting a third. These charges together greatly exceed the quote I was given. The latest bill doesn't give any more information on why the previous bills didn't cover the whole cost. When I call I am informed this is the first bill that is being sent out. This is absurd since I was already required to pay two previous bills to have other doctor visits. This is after I was schedule to have a MRI done that apparently wasn't needed so they canceled it then decided it was needed and then canceled it again after charging me for the **** I understand that my deductible has to be met and then I still have coinsurance until I hit my out-of-pocket maximum. However, I have already paid the bill and again this is more than I was quoted. If Mercy wasn't sure of the bill they shouldn't have sent me the first bill and then a billing adjustment bill already.

  Business response

  03/14/2023

  Hello, 

  I have reviewed this concern and have called and left a message for a call back to discuss. I have also provided an email thru the Mercy secure My Mercy email portal explaining the charges and have also provided the itemized statements to show how the charges processed with the breakdown of charges and patient responsibility. 

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went in for a colonoscopy last month and was given A TOTAL for it. Upon going to the hospital the day of the procedure, I paid THAT TOTAL. I was not told I would have to pay more or anything. When I left the hospital I was not told I had to pay more and BY LAW they have to tell me before I leave the hospital in which they did not. I have disputed and been hung up on and threatened that I was being "verbally aggressive" when anyone can pull that call and see that I was not until right before I was hung up on. They refuse to listen and BY LAW they have billed me illegally. I need DR. ABED'S office to retract all the bills that they illegally sent me a week after the procedure that I knew nothing about. They will not talk to me and are "verbally aggressive" toward me and hang up on me several times before I even get to talk to the operations manager. PULL THE CALLS AND PULL THE TOTAL THAT WAS GIVEN TO ME (which was erased from my medical portal conveniently) I have even been told by the hospital on calls that they illegally billed me as per the new law. PLEASE HELP
  

  Business response

  12/02/2022

  Complaint ID: ********

  Hello, 

  Mercy hospital is actively pursuing a resolution for this complaint, once a resolution has been finalized the outcome will be provided from Mercy to the BBB.

   

  ********************* PSR III

  Mercy Patient Services

  Customer response

  12/05/2022

   
  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,
  
  ***********************

• Initial Complaint

  10/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am employed by EXOS who provides services to Mercy ************** for management of their facility. As a condition of employment I was required by Mercy to have inoculation to work at their facility. I complied and had my inoculations administrated at the Mercy facility on I-35 by my family doctor ******* I was not given any information with regards to where to get my inoculation. It is Mercys contention that I should have had this shot at another Mercy site. They are billing me $400 for the opportunity to work at the **************. Their invoice number is ********. I do not believe I should be liable for this charge because I was not given instructions as to where to have the task completed. If this had been done elsewhere, Mercy would cover the cost. Thank you.

  Business response

  11/01/2022

  Dear Better Business Bureau Investigator *************************

  this issue has been resolved and the plaintiff has been contacted and is satisfied with the outcome.

  Thank you 

  **** Timeus 

  Mercy Patient Services

• Initial Complaint

  07/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to Mercy for several tests between February and March of 2022. Each time I was admitted, I was given the price of the procedure (contingent on insurance coverage), which I agreed to. Brenda helped me get on a $50/month payment plan. I received three notices from collections this week regarding unpaid dues, even though I have been paying my $50/month consistently, more when I can. I also received a message through the Mercy portal system after said collections letters stating that “$50/month isn’t enough to keep this from going to collections.”
  

  Business response

  07/18/2022

  Good morning, 

   

  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

   

             

   

  Please attached letter

  Customer response

  08/11/2022

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

  I am filling a second time in regards to Mercy clinic, as this matter is NOT closed. BBB closed #********, claiming that Mercy had attempted "in good faith" to settle this matter. If Mercy wanted to settle this matter in good faith, they would have reached out to me before sending me to collections. As it stands, I attempted to contact Mercy last Tuesday to settle this via the phone AND HAVE YET TO RECEIVE A CALL BACK. This is not "good faith", and to call it so is willfully ignorant. I am reopening this with the expectation that something will actually be done to mitigate this time.

   

  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We went in as wellness check and set the appointment up as this with Dr **** and our insurance covers. We received a bill both my husband and I and called our insurance and they advised us that doctors are starting to change their codes to bill more if anything else is discussed in the appointment. We were not advised of this until received bill and they refused to change the code and the office tried to deny and the copy of a message from mercy is attached to now where she admits it was wellness but you can't discuss nothing if you want charged more. This is not right and they won't reduce or help us and now have sent to collection. ******** *nvoice and account ********* for myself and then my husband has a bill too.
  

  Business response

  07/15/2022

  A review was completed for the charges and  Mrs. ************ was scheduled as establish & med review B/P & lipids   Again not a physical.   Addressed all medical issues brought forward at the time of the visit. Mr. ********* was scheduled as establish care.... not a physical as well. When establishing care with a new physician it is not an annual visit as all medical history and  concerns as well as medications are discussed at this time. 
  
  
  

  Customer response

  07/18/2022

  
  Complaint: ********
  
  I am rejecting this response because: please see attached message from Mercy admitting it was a wellness appointment 
  
  Sincerely,
  
  Lisa ***************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩