ComplaintsforFroedtert & the Medical College of Wisconsin

• Initial Complaint

  07/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On May 20th I was seen by ************** at the **********************. An *** was ordered and due to the *** center the order was sent to admitting to losing my health information I decided to have it done elsewhere. On 5/24 *************************** LAT faxed over a referral to ******. A week went by and I heard nothing from Aroura so I called to find out what the issue was. I was told nothing was ever faxed over. At this point I filed a complaint with their customer relations department. An extremely rude lady called me and told me it was ******'s fault and laughed! This obviously really upset me as this was for heel pain and it hurts to even walk. When I told her that her response was unacceptable she went on to say that order that **** had faxed over was never signed. So in fact this was not ******'s fault at all. I then asked that this lady have her supervisor call me and that never happened. Next I went to my PCP who sent in a signed order to Aurora and within 1 day they called me to schedule. Finally at the end of June I was able to have my *** which showed multiple reasons for my foot pain that I now had to live on for an extra month while waiting for my *** then another 2 weeks waiting to see the doctor. I am a 5K runner and have now lost money signing up for 5K's that I can no longer participate in. My job requires a lot of walking, all of which is done in pain. This did not have to come to this.

  Business response

  07/09/2024

  Thank you for reaching out to Froedtert Hospital and making us aware of your experience. Please know, we would like to learn more about this concern and investigate how this occurred. A representative from Patient Relations will be reaching out in the near future, and we are hopeful to connect with you in order to file this complaint with the organization. Thank you. 

  Customer response

  07/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have heard nothing....
  
  Regards,
  
  *********************************

  Business response

  07/10/2024

  Thank you for reaching out. Our Patient Relations Advisor ***** reports she was able to reach you this afternoon, and that you had a supportive and appropriate conversation regarding your concerns. Thank you for sharing them. Learning of the community's experience with our organization helps us improve our services for all patients we treat. Thank you for taking time to speak with our team today!

  Customer response

  07/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in for my yearly preventative care visit on April 17th. During the visit we discussed typical health, weight, medicine refills/updates/changes. They billed my insurance for the preventative care appointment and another appointment billing code. I was never told during my appointment that what we were discussing would fall outside of ******************* and definitely not told that it could result in another appointment code being billed and potentially result in additional costs if we continued talking about the topic(s). ****** care companies should be required to tell you if whatever you are discussing falls outside of the scope of the base preventative care or base appointment.

  Business response

  05/15/2024

  Please see the attached letter from Froedtert and the Medical College of Wisconsin in response to Complaint ID ******** filed by ***************************.

  Thank you,

  **********
  Patient Experience Coordinator
  Patient Financial Services
  Froedtert and Medical College of Wisconsin

  Customer response

  05/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  They stated that the visit includes identifying potential health concerns (my weight gain), medical history (PCOS, Contraceptive, ADHD, Depression), review of body systems (PCOS, contraceptive), medication (contraceptive, ADHD meds, depression meds) and counseling/guidance on risk factors (weight gain). I fully believed all that we discussed was covered based on how they fit in line above.  Which is why I brought them up. I should not be responsible for knowing how my doctor will interpret these items in terms of how they are going to charge. I cannot read her mind. She needs to tell me.

  In the future, if at the beginning of the appointment I tell her she needs my consent to go outside of the scope of the base visit and she does not tell me there will be additional charges, yet there ends up being additional charges, I will not be paying those additional charges. Will you take my word for our conversation or do I need to start recording my doctor ************* Can I record my doctor ************* 
  

  It is not right for a patient to have to know how a doctor ********** care when they do not tell us. 
  
  Regards,
  
  ***************************

  Business response

  05/16/2024

  Please see the attached response letter to ********************** follow-up to the initial response provided. I have also included a description of the different types of visits.

  Thank you,

  ***********************
  Patient Experience Coordinator
  Patient Financial Services
  Froedtert and Medical College of Wisconsin

• Initial Complaint

  01/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Froedtert/Medical College of Wisconsin continues to charge me for a Specialst when I am seeing a GP in the internal medicine clinic. Occasionally a billing specialist will change the charge only to have someone reverse the charges. Very strange.

  Business response

  01/18/2024

  Please refer to Froedtert Health's previous response to your complaint filed with the ******************************************************** in March 2023, for this same issue. For your reference, I have attached both of the letters which explained the reason for the copay assigned by your insurance carrier.

  Sincerely,
  ************
  Patient Experience ****************************** Services
  Froedtert & Medical College of Wisconsin
  400 **************, Suite 103
  N74 W12501 ****************************
  ***************, ** 53051

   

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Every time i have to deal with this below standard hospital you get zero responses! No one picks up the phone ever! I have to deal with them for my mom. Medical records are unprofessional. They have their email and phone but yet no one responds!!!What kind of hospital is this? Someone could die waiting for these losers

  Business response

  12/20/2023

  Good afternoon, 

  We are in receipt of the consumer complaint regarding ID # ********.This appears to be concerning the writers mother, whose name was not included. Could you please provide the consumer (patients) name, full address, and phone number so we can properly identify her within our system? The email address provided also does not appear to be valid. We are happy to request any necessary follow-up with our Health Information Mangement (HIM) department if we know who this request for medical records is in reference to. 

  For convenience, I have attached the necessary request form used by HIM in order to process any request for medical records most efficiently. If not already completed and submitted per the instructions on the form, I encourage the writer to take this step first. 

  Thank you for your assistance.

  Sincerely,
  ************ 

  Patient Experience Coordinator

   Patient Financial Services

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to physical therapy at Froedtert in ******* ** for 25 visits. I was charged a copay of $50.00 per visit. I talked to my health insurance and was told that my co-pay was to be $30.00 per visit. In fact when asked to be billed for one visit co-pay I was charged only $30.00, instead of $50.00. I reached out on multiple occurrences via phone and message to Froedtert to get this corrected. They refused to deal with the issue telling me to talk to insurance. I then did talk to my insurance and had a three way call with Froedtert and my insurance and my insurance showed them my benefits are for $30.00 co-pay. I then found out that Froedtert took that $20.00 each visit and applied it to other outstanding balances, which were on a payment plan. I need to understand how this happened as this is unethical to use a co-pay for other purposes then a co-pay. I need my co-pay back for the payments that were not used for co-pays. Froedtert refuses to deal with this issue and continues to blame my insurance, which is incorrect.

  Business response

  12/14/2023

  RE: ID ********
  
  Dear ************,
  
  We received your complaint from the Better Business Bureau regarding your request for a refund of overpayments requested at the time of check-in for co-pays associated with multiple dates of service for your physical therapy (PT) appointments at the ****************************.
  
  I can confirm we use a real time eligibility (***) system where information is provided to us by your insurance carrier at the time of check-in. In each of these instances, the *** system indicated $50 was the amount of the co-pay we needed to collect for your PT visits based upon the terms of your benefits. However, when the charges from the visit were then sent to your insurance for processing, your insurance determined a $30 co-pay was actually owed and per our usual process the $20 overpayments were then applied to the oldest outstanding balances you had with us. I apologize for the frustrations this has caused, but we do request the co-pay amount the *** system indicates, so the error does truly originate with your insurance carrier. In the future, you certainly have the option to pay $30 at the time of your visit and request to be billed for any remaining balance, or simply decline to pay the co-pay altogether at the time of check-in and request to be billed once your insurance has processed the claim.
  
  As your preference is to be refunded for the previous overpayments, I have requested a refund in the amount of $420 comprised of the co-pays applied to the accounts shown table within the attached document. The refunds will be processed within the next ***** business days, which will then re-open your account balances. Once your MyChart balance shows an outstanding balance of $420, you can call our billing office at ************ and request to re-establish a payment plan. Additionally, the $20 overpayment made on 9/18/23 has already been refunded. The $20 overpayment made on 9/25/23 was applied toward the $30 co-pay for PT on 10/2/23. The $20 overpayment made on 10/9/23 was partially applied to satisfy the $30 co-pay for PT on 10/2/23 ($10) and partially refunded ($10).
  
  Thank you for sharing your concerns and please be assured they have been escalated to and reviewed by all necessary healthcare professionals. We at Froedtert Health aim to provide exceptional care to all of our patients and apologize that your experience did not meet your satisfaction. Please know that we are committed to using patient feedback to improve the level of service and transparency we provide to all of our patients.
  
  Sincerely,
  
  **************
  Patient Experience ****************************** Services
  Froedtert & Medical College of Wisconsin
  400 **************, Suite 103
  N74 W12501 ****************************
  ***************, ** *****
  
  
  **************
  Supervisor ***************** Services
  Froedtert & Medical College of Wisconsin
  400 **************, Suite 103
  N74 W12501 ****************************
  ***************, ** *****

• Initial Complaint

  09/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  August 21, 2023 I was seen in the Oak Creek (closest facility near my home as I have mobility issues) ER for migraine with partial temporary vision loss. ER doctor instructed me to see a neurologist with highest priority. ********** contacted me and offered a neurology appointment for 6 months later. I called the neurologist office and was given a 2 week appointment in ****** Wisconsin which is in the next county.about a 45 minute drive through freeway construction traffic (driving long distances is not a good option for me because it can result in back muscle spasms). Upon arrival, a individual was loitering near the front entrance watching who was entering and exiting the building. I entered the rear of the building and went directly up to the neurology department (********* Froedert Hospital Pts go to departments) where waiting room signs indicated staff would be with patients shortly. No one called my name and after 1 1/2 hour wait I showed my appointment letter to a nurse. Another assistant came out and informed me that I had missed the appointment and the sign language interpreter had left the building. I declined another long distance appointment. Later received a letter stating sorry you did not make your appointment and if unable to make your appointment, we require you to cancelat least 24 hours in advance and we may need to limit your ability to make appointments in the future. I tried to file a complaint with the Froedtert Administration, but was refused address by the Patient Relation Representative. (The complaint: specialists unavailable due to over scheduling and excessive distance locations). Brief interaction with Patient Relations did manage to offer another appointment for the long distance ****** neurologist location for September 29, 2023. The ability to file a paper complaint to Administration seems to be blocked by Patient Relations who misrepresented themselves as the ************************* *********

  Business response

  10/03/2023

  Thank you for making Froedtert Hospital aware of your continued concerns and frustrations with access to the ********* care team, and with Patient Relations. Please know, the Patient Relations team took your concerns seriously, and escalated them to the appropriate leaders. Our organization is aware that access to our physicians is a community concern, and every effort is being made to accommodate the needs of our patients in as timely and most convenient manner/location as possible. Please accept our sincere apologies for your experience.

  Customer response

  10/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  See attached document. 
  
  Regards,
  
  *****************************

• Initial Complaint

  09/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Double billing of Part * ******** deductible from Froedtert/***, 2023, $226. See attachements for documentation.MCW/Froedtert needs to stop improperly billing patients for their Part * deductible twice in ************ year. I was charged the $226 deductible for immunosuppressant drugs on 1/17/2023. I was again charged the deductible for clinic services provided on 1/3(audiology), 1/3(PT) and 1/21/2023.

  Business response

  09/18/2023

  RE: ID ******** (same concern as closed case under ID *********

  Please see the attached correspondence in response to the most recent BBB complaint submitted by ***************** 

  Thank you, 

  Froedtert ************************ Services 

   

  Customer response

  09/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Froedtert/MCW has made no effort to correct their unethical double billing of Part * ******** deductible.  This double billing situation happened to me in 2022 and then again in 2023.  Froedtert/MCW insinates that I can expect the same unethical billing practice to contunue in future years.  *esides me, how many other patients are experiencing that same unethical billing practice by Froedtert/MCW???

  Froedter/MCW has the capability and resources to stop this unethical practice but choose not to!

  Regards,
  
  ***************************

  Business response

  09/20/2023

   This letter is in response to both your email to the Patient Experience team and your letter to the *********************************** dated 9/1/23 and 9/15/23 respectively. These pieces of communication detailed your
  concerns regarding your being billed by Froedtert Health for services rendered in early 2023, although you had
  already met your ******** deductible for the year through your payments to Froedtert Pharmacy, an entity
  that bills separately from Froedtert Health. Your letter indicated that, although you have since received
  refunds from ******** for the overpay, you are displeased by having experienced this issue in both 2022 and
  2023.
  To review the cause of this claim timing issue, when medical appointments and pharmacy fills occur close
  together at the start of a new calendar year, the medical claims, which are submitted immediately by
  Froedtert, can become tied up with ******** claims processing. During that claim processing, if patients do
  transact with Froedtert Pharmacy for medications, those monies paid to Froedtert Pharmacy are not
  immediately recognized by ******** as theyre assigning co-pay and deductible amounts for Froedtert Health
  to bill to the patient. Froedtert Health must bill patients in the manner communicated through the Explanation
  of Benefits shared by ********. This timing issue is a ******** matter, not an issue in billing practice by either
  Froedtert Health or Froedtert Pharmacy. That being said, in order to help prevent future ******** billing
  overlaps, Froedtert Pharmacy has added a flag to your account so that, at the time of medication fills,
  Pharmacy staff can review with Froedtert Health and potentially identify any claims pending with ********
  that might impact payment due. If any pending claims are identified, Froedtert Pharmacy will defer collection.
  To share any additional feedback about this recurring issue or to request a refund from ******** in future
  years, should you experience this payment timing issue again, please do contact ******** directly.
  Thank you for allowing us to assist and advise.
  Sincerely,
  
  *******************************
  Pharmacy Reimbursement & Audit Coordinator
  Froedtert & Medical College of Wisconsin
  ************
  
  *************************
  Manager- Pharmacy Business
  Froedtert & Medical College of Wisconsin
  ************
  
  *************************
  Manager ***************** Services
  Froedtert & Medical College of Wisconsin

  Business response

  09/26/2023

  This letter is in response to both your email to the Patient Experience team and your letter to the ************************** dated 9/1/23 and 9/15/23 respectively. These pieces of communication detailed your
  concerns regarding your being billed by Froedtert Health for services rendered in early 2023, although you had
  already met your ******** deductible for the year through your payments to Froedtert Pharmacy, an entity
  that bills separately from Froedtert Health. Your letter indicated that although you have since received refunds
  from ******** for the overpay, you are displeased by having experienced this issue in both 2022 and 2023.
  To review the cause of this claim timing issue, when medical appointments and pharmacy fills occur close
  together at the start of a new calendar year, the medical claims, which are submitted immediately by
  Froedtert, can become tied up with ******** claims processing. During that claim processing, if patients do
  transact with Froedtert Pharmacy for medications, those monies paid to Froedtert Pharmacy are not
  immediately recognized by ******** as theyre assigning co-pay and deductible amounts for Froedtert Health
  to bill to the patient. Froedtert Health must bill patients in the manner communicated through the Explanation
  of Benefits shared by ********. This timing issue is a ******** matter, not an issue in billing practice by either
  Froedtert Health or Froedtert Pharmacy. That being said, in order to help prevent future ******** billing
  overlaps, Froedtert Pharmacy has added a flag to your account so that at the time of medication fills,
  Pharmacy staff can review with Froedtert Health and potentially identify any claims pending with ********
  that might impact payment due. If any pending claims are identified, Froedtert Pharmacy will defer collection.
  To share any additional feedback about this recurring issue or to request a refund from ******** in future
  years should you experience this payment timing issue again, please do contact ******** directly.
  Thank you for allowing us to assist and advise.
  Sincerely,
  
  *******************************
  Pharmacy Reimbursement & Audit Coordinator
  Froedtert & Medical College of Wisconsin
  ************
  
  *************************
  Manager- Pharmacy Business
  Froedtert & Medical College of Wisconsin
  ************
  
  *************************
  Manager ***************** Services
  Froedtert & Medical College of Wisconsin

  Customer response

  09/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  MCW/Froedtert needs to stop improperly billing patients for the Part D deductible twice in ************ year.  I was charged the $226 deductible for immunosuppressant drugs on 1/17/2023.  I was again charged the deductible for clinic services provided on 1/3/2023(PT and audiology) and 1/21/2023.  
  
  Regards,
  
  ***************************

• Initial Complaint

  08/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Last summer, I was looking for a new physical therapist. I contacted Froedtert ********************** and verified they were in network. I had had many medical visits to Froedtert and other physical therapy clinics and always had my $25 or $50 copay, and I was paying an obscene amount for Cobra at the time so I could keep these copays until my new insurance with my new job kicked in. I had appointments on July 20th, 2022 and August 2nd, 2022, and I was not happy with the provider so I went somewhere else. I then got a massive bill for $626 and $912 for each visit. I called Froedtert because I was sure it was a mistake, and they told me that they bill as an "outpatient hospital" and that this was different through my insurance. I asked how I was supposed to know that it would be billed in this way, and they blamed the insurance company, but the insurance company was only able to verify that it was in-network as they cannot know how things will be billed. Upon direction from my insurance company, I called again to ask why I had not been informed that I would be billed as a "hospital," and they told me this was my responsibility to know this. I asked how I was supposed to know this if I did not know that the outpatient clinic (attached to the Wisconsin ************** was considered a "hospital," and they told me that I should have called the "cost estimator line." I told them that I had never heard of the "cost estimator line" and asked how I was supposed to know it was my responsibility to call this number if I did not even know it existed, and they declined to answer. I was not informed at any time that I would be billed as a "hospital" visit. If they would have informed me of this while I was checking in to my first appointment, I would have never completed the appointment. Froedtert was not transparent about its billing practices, and I would like to see this changed for future patients so they do not get stuck with a gigantic bill.

  Business response

  08/15/2023

  RE:ID of ********

  Please see the attached letter in response to the complaint we received from the Better Business Bureau regarding facility charges billed for physical therapy services received at the Froedtert and Medical College of Wisconsins ********************** on dates of service 7/20/22,8/2/22, and 8/11/22. 

  In the event the two embedded links within the letter do not function properly, they are as follows: www.froedtert.com/patients-visitors/bill and www.froedtert.com/patients-visitors/bill/pricing

  Thank you, 

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

   

  Customer response

  08/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Simply sending a link to the billing website is an incredible insult.  No one has taken my concern seriously.  My experience with Froedtert billing has been absolutely appalling. I would appreciate if someone actually took some time to look into this ethical concern with the business. 

  
  Regards,
  
  *************************

  Business response

  08/23/2023

  RE:ID of ********

  **************,
  
  Your concerns surrounding the facility charges for dates of service 7/20/22, 8/2/22, and 8/11/22 have been taken seriously and the applicable accounts have been reviewed thoroughly.I apologize for the frustration this has caused. As we are committed to using patient feedback to improve the level of service to all of our patients and I can assure you that we are constantly taking steps to improve our cost transparency, which is not simply limited to the information available on our website. For instance, we have already begun to proactively provide patient cost estimates for certain radiology services prior to the date of service. This allows for patients to review their anticipated out of pocket responsibility before the exam is completed. We are working to expand this offer to include other areas in the future as well.
  
  At this time we do consider your self-pay responsibility for Accounts ********** and ********** correct and billable based upon the services you received at our *********************** If you need help applying for Financial Assistance, please call our billing office at ************. Thank you for allowing us the opportunity to again review your concerns. 

  **************
  Patient Experience ****************************** Services
  Froedtert & Medical College of Wisconsin
  400 **************, Suite 103
  N74 W12501 ****************************
  ***************, ** 53051

   

  Customer response

  08/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  In this response, Froedtert acknowledged that this has been enough of an issue that they are trying to change their practices. To acknowledge that this is a shortcoming of the facility and also deny any sort of assistance or change is hypocritical. Froedtert needs to be upfront with HOW they will bill things so patients can verify with insurance ahead of time. I did call ahead of time, and all I was told was that it was in-network. Froedtert had an opportunity to share this information and chose not to do so to enable themselves to charge a ludicrous amount for services. Froedtert clearly prioritizes stealthily squeezing its patients for every ***** even if that *************** devastation for them. 
  
  Regards,
  
  *************************

  Business response

  09/02/2023

  RE: ID of ********
  

  **************,
  
  As confirmed in my previous response, we are committed to using patient feedback to improve the level of service to all of our patients, in all areas. This is not limited to cost transparency as we continually take steps to advance all aspects of delivering healthcare. Furthermore, our patients are able to apply for Financial Assistance which can help reduce their out-of-pocket expense for those who qualify. I would encourage you to reach out to our billing office at ************ and they will be able to assist you with a Financial Assistance application.  
  
  In the future, you certainly always have the option to decline a recommended treatment until you are able to speak with our Cost Estimators who are available to help determine anticipated out-of-pocket costs based upon the location of the recommended service.
  
  Thank you,
  
  **************
  Patient Experience ****************************** Services
  Froedtert & Medical College of Wisconsin
  400 **************, Suite 103
  N74 W12501 ****************************
  ***************, ** 53051

  Customer response

  09/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Froedtert has told me that it is my responsibility to have called the cost estimator line, but I had no idea that this even existed. How am I supposed to know something is my responsibility if I have no knowledge of its existence? I called to check if my insurance was in network, and this was not mentioned once. If something is the patients responsibility, we need to be informed of this. Froedtert could have EASILY told me that it would not be billed as a copay and instead some other convoluted way. I would have OBVIOUSLY never gotten treatment there if I would have known Froedtert would charge me $700-900 per visit. This is absolutely insane.

  While it might not be illegal to scheme patients into paying ridiculous sums of money, it is extremely unethical. 

  I am frustrated that Froedtert continues to tell me to ask for financial assistance. It has denied assistance to me previously because my husband is school, and we get loans to pay for living expenses that get paid out at the beginning of each semester which makes it look like we have money to pay the bill, when we actually need to use that to pay the mortgage in the coming months. And just because someone doesnt qualify for assistance doesnt actually mean they can afford it or that it makes it ok to saddle them with ridiculous bills.

  I hope that someday, someone at froedtert will grow a conscience and focus on the welfare of its patients instead of paying millions of dollars to its administration. 

  Regards,
  
  *************************

  Business response

  09/19/2023

  RE: ID ********

  **************, 

  Thank you for sharing the additional feedback. Your comments have been relayed to ***************** Services leadership. Froedert Health does maintain that, if conversations regarding out-of-pocket cost had been initiated with a Froedtert staff member at any point prior to the rendering of services (scheduling, registration, or check-in), our ********************** Representatives have been trained to direct inquiring patients to the Cost Estimation team, who are equipped to discuss cost as it relates to service, place of service, and insurance coverage. Any other team who may have answered you by confirming Froedert is within your insurance network was likely responding to the question being asked as it relates to insurance coverage and not specifically to the billing process or anticipated cost of service. We will continue to ensure that our staff are widely aware of where to direct patients who do share cost-related questions.
  
  Patients are welcome to apply for Financial Assistance every six months and as of 9/21/22, Froedterts asset limit did increase.Please do consider contacting our billing team at ************ to request to be pre-qualified to apply.
  
  **************
  Patient Experience Coordinator ***************** Services
  Froedtert & Medical College of Wisconsin
  400 **************, Suite 103
  N74 W12501 ****************************
  ***************, ** 53051

  Customer response

  09/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The purpose of my complaint is that Froedtert is stating that it is the patients responsibility to call the cost estimator line, however, it is not taking responsibility of telling patients that it exists. It is impossible to know that something exists if one does not know it exists. I called both my insurance and froedtert to ensure everything was in network, and I would have never thought there would be some convoluted twist to trick me into paying more money. Is was stated that the billing team is instructed to tell patients to contact the cost estimator line, and this was NOT done as your previous message indicated. If this is what the expectation is of the billing office, their mistakes should not be passed on to patients. I am now stuck with a $2000 fine because I didnt know all the hidden tricks in our messed up health care system. This is an unethical practice, and I am asking Froedtert to find some morality and make it right. 
  
  Regards,
  
  *************************

  Business response

  10/02/2023

  **************,
  
  The response sent previously attempted to communicate that, if articulated prior to the rendering of services, your questions about cost would have been met with direction to contact Cost Estimation. The Billing team is only involved after services are rendered, which is not the appropriate time to obtain a cost estimate. My understanding is that the only question you asked prior to your services was if your insurance was in-network. We would not have expected ********************** Representative to assume that you had questions at that time about specific costs of services or your out-of-pocket responsibility after insurance. You are correct that it would be unethical for a healthcare team to withhold this resource if aware that a patient had cost-related questions. In this case, the staff member who answered your question about network coverage answered just that, because they believed it was the extent of your concern.
  Thank you for sharing your feedback. We do continue to consider this balance to be correct and billable.

  Sincerely, 

  *********************
  Supervisor- Self-pay Billing and ************************************* Services, Froedtert Health 
  

  
  

• Initial Complaint

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 3, 2023, my mom was admitted to Froedtert Hospital for difficulty breathing. The hospital staff include ************** agreed to put my mom on sedation. Within a week into the hospital, Froedtert doctor and staff fail to care of my mom (improper care), it cause her to develop bed ulcer or sore ulcer within 7 day of admitted while being sedated. While I was present outside of her room, the Nurse ask Dr to given more sedate med even my mom was being alert and did nothing. The hospital and staff failed to communicate to the family especially the **** The hospital covered up their reckless services. Only 10 days of being in the hospital, bed ulcer develop in deep stage. With knowing they had something to hide, they make up story and excuse after another and in conclude given only 2 option for the family either comfort care or Treachque where the patient will have to be relocated to another state. They know that all of this choice was due to the fact that they are hiding her ulcer sore from the family. They know regardless the ulcer sore will kill her sooner or later. The Hospital only allow visitor to their limit, and said she will die regardless therefore if comfort care is decide more family will get to see her as to comfort the patient. It a flat lied, the family battle among them self and as soon as they left for the night, the hospital physician and staff able to force the person onsite to go head and proceed with comfort care. Lied after another. My mom still alert, understanding, as soon as she was inject with the comfort care shot "To die med", she was just hungry for AIR to die. Just then, My sister found out ulcer on her back and confront the onduty nurse why she denied to know about it. Later on, manager of charge nurse confirm the ulcer develop 7 days after admit and they had try to treat. Treat without inform they went ahead to treat the ulcer(neglect wound they cause). Neglect on Froedtert facility on Disable Elder people of color.

  Business response

  06/15/2023

  Froedtert Hospital apologizes for your poor experience and the frustrations your family has had during your mother's stay here. We would like to hear more about your experience, and offer to file a formal complaint within our system. A member of our Patient Relations team will reach out to you today, at the number you provided to BBB. Thank you.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/16/22 I sought medical services at the **************** I saw my primary care physician ************** and also had a x-ray completed. Per my insurance coverage when seeing my primary care physician I am charged a ***** copay (only) to see **************. I then received an x-ray where I was responsible for some out of pocket. Total for xray was ****** ********* adjustment was ****** and deductible amount was *****. The financial assistance adjustment was ****** which left a balance of $ ***** I received an approved financial assistance eligibility from 12/21/2021-9/29/22 "to receive an 80% discount for hospital and physician services provided between the above dates. So the Physican bill was $***** and the x-ray final cost was $***** (which is also on my billing statement). I have received a collection notice and have contact ************ provided EOB, bills, financial assistant letter and disputed the clam. The went bak to Froedtert and Froedtert is saying the charges of ***** are accurate. MD visit $***** XRAY ***** Per my bill , EOBs the charge is ***** Called Froedtert back in May to no help.I owed ***** not ***** Received a letter from ************ after the dispute and supplying the information stating ***** is due.

  Business response

  06/08/2023

  Please see the attached response from Froedtert and Medical College of Wisconsin for Complaint ID ********.

  Thank you,

  ***********************
  Patient Experience Coordinator
  Patient Financial Services
  Froedtert and Medical College of Wisconsin

  Customer response

  06/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

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