ComplaintsforBaylor Scott and White The Heart Hospital (Plano)

• Initial Complaint

  10/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had a Transesophageal Echocardiography done here in September of 2023. The hospital staff told me my bill was going to be around a couple hundred dollars. It turned out to be $1867.5 after insurance payment (the total billed was $11,469.89). When I called and questioned the staff about this surprise bill, the answer was medical bills are unpredictable. When I went back to the hospital to question the staff again, her answer was that she works in the clinic and she cannot obtain estimates from the hospital. She gave me a number of the hospital for consultation, but I have already called the number and the hospital said that is the way it is and provided no solution.This should be a rather routine exam. Why can't estimates be made more accurately beforehand and why cant such information be shared in a straight forward way? When I googled cost of Transesophageal Echocardiography, I found the national average is $1090 on *******************************************************************************, which is 1/10 of what this hospital billed. Is the hospital trying to hide the fact that they will charge 10x the normal price till the patient go for it? How awful and dishonest!!!I would like the hospital to explain why they failed to provide an accurate estimate of the procedure before it was done, and why their staff provided a extremely lowballed estimate without mentioning that the actual bill could be much much larger. As I was only anticipating to pay the "couple of hundred" bill from what the staff has originally told me, I would like my bill to be adjusted accordingly.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Around the first of February 2022 I was tasked with taking a treadmill stress test during my heart evaluation. During this test I broke a bone in my right foot due to the pushing of the staff to get my heart rate up to 131 BPM I didn't know that something was wrong until after the test was over and my right foot seemed real sore. As the day went on the soreness became worse so I soaked my foot in epsom salts which seemed to help some The next day I couldn't hardly get out of bed due to the intense pain. I again soaked my foot in epsom salts The pain was so intense that night that I went to the emergency room at the same hospital and xrays at the time only revealed spraining. I made three visits to my foot doctor and he finally ordered a MRI which revealed a tiny fracture. I was told that I would need a medical device that Medicare will not cover. This device costs over 1700 dollars Ive tried to contact patient services at this hospital about my problem but the don't return calls or answer messages. I can't even get the name of their insurance company to file a claim for premise liabilty

  Business response

  01/03/2023

  Business Response /* (1000, 13, 2022/11/10) */ Re: Case # ********* ***** ****** Regarding the concerns you shared that during your stress test at The Heart Group McKinney on February 8, 2022 you reported feeling pain in your right ankle. You visited the Emergency Department at Baylor Scott & White McKinney on February 10, 2022 complaining of right ankle pain. You stated that you were diagnosed with a broken bone in your right ankle when you had x-rays at Touchstone Imaging. You stated a doctor wants to put in a $1700 stimulator, not covered by Medicare and the foot doctor says the stimulator is the only thing that **** work at this point. The review concluded that based on your presenting symptoms, assessment, and testing performed, the care provided to you was appropriate. There is no documentation during the stress test that you felt any pain or discomfort in your ankle or foot and you did not fall. X-rays done during your visit to the ED on February 10, 2022 stated that there was no fracture at that time. The x-rays done at Touchstone Imaging were performed on May 22, 2022, did indicate a fracture at that time. Your request that Baylor Scott & White cover the cost for a stimulator is respectfully denied as there was 14 weeks between each of these x-rays and we cannot definitively prove the injury occurred during your stress test on February 8, 2022. We are sorry that your procedure course was not what you had expected or hoped for. We sincerely apologize for your negative experience and hope you know this issue has been taken very seriously. Thank you. Consumer Response /* (3000, 15, 2022/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) They really don't care about me or anybody else. They soaked my insurance for thousands of dollars only to find nothing wrong. I on the other hand have experienced months of pain with no sympathy from them at all. No assistance either

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