ComplaintsforFroedtert & the Medical College of Wisconsin

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently had a yearly physical with ***********. My insurance covers all my preventative maintenance 100%, no out of pocket. After the visit I received a bill for $184. I've tried to talk to the office, but they claim theirs a loop hole in the way they code things that allows them to bill me the $184. I've called my insurance company and they've reaffirmed with me that if the **************** office submits the coding "correctly", I would not be billed for my 100% covered yearly physical.The reason I am filing this complaint is because this is not the first time this loop hole coding has been used on me. In the past I have received a $50 bill for my 100% insurance covered flu shot. When I asked the office they said the flu shot dose itself was covered, but it cost $50 for the nurse to "administer" it to me. When I explain to ************ at every visit since, that I get my 100% covered flu shot from CVS or ***'s Club every year and they dont charge me an extra $50, she scoffs at me and tells me just to make sure I get it.My third issue is when I get my 100% insurance covered blood work done for my yearly physical, I get a bill for over $200. When I called the office, they said the loop hole on that is because I've had high cholesterol in the past, they code is as "looking for high cholesterol specifically" and not just as a general screening. I explained this to ************ and she got upset, and said she would code the next one correctly. I explained that the screening in her clinic is not covered by my insurance for some reason, I have to get my blood work done at a clinic in the rough side of town. Then I still got a bill for $50 because it was coded at "looking for vitamin D" or something and that's not covered by insurance or some other loop hole.Bottom line, I'm not paying for my 100% covered procedures. If you are reading this and this has happened to you, please speak up and help put and end to these unethical billing practices.

  Business response

  05/12/2023

  Please see the attached response from Froedtert and Medical College of Wisconsin that addresses this patient's complaint.

  I tried to respond to a complaint I had and it did not let me attach my response. I have copied it to this email.  Please let me know if there is another way I can attach it, this is really important. Thanks.

  
  

  Dear BBB,
  When I go to the Dentist for my 100% insurance covered preventable maintenance biannual teeth cleaning, she does not charge me $182 if she finds a cavity.  She has me make a future appointment, gives me a cost estimate and I pay her at the future date to fix my tooth.
  When I go to the dealership for my 100% free oil change as part of my preventative maintenance program, they do not charge me $182 if my tire tread is running low.  They give me a cost estimate and we schedule a future appointment to get new tires put on. 
  But when I go to my 100% insurance covered annual physical, whos main purpose has been stated by ********, is to identify potential health problems in early stages they try to bill me $182 if they find something.  This finding process is what my insurance pays for.  The expectation is the same at the Dentist, or auto repair shop, or at any place of business.  I should not be getting billed $182 for findings.  *********** is not supposed to be doing evaluations, diagnoses or treatments at my physical, nor did I ask her to.  I will have to make future appointments to be evaluated, diagnosed and treated.  Those visits I am supposed to pay for.  
  I believe Dr. ***** office is using intentional and deceitful billing practices to find ways to bill extra for my fully insurance covered annual physical and other 100% covered preventative services. She has charged me $50 to administer my free flu shot in the past.   She has also found ways to charge me over $200 for my 100% insurance covered blood work associated with my yearly physical.  Another yearly blood work associated with my physical she charged me $50 for looking for vitamin D.  Really?  There is a clear pattern of fraud here.  I am asking for this current $182 bill to be removed and all other previous monies Ive paid for preventative maintenance services be refunded.
  

  Customer response

  05/12/2023

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *******************************

  Business response

  05/22/2023

  We're sorry to hear that you are dissatisfied with your billing experience. Please feel free to share your feedback through either the Better Business Bureau platform or by contacting our billing department at ************.

  Thank you,

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

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am currently in the process of applying for social security disability benefits. I am required to submit a paper copy of my medical records, which were requested from Froedtert in March via their website (mychart). Although I received my records from ProHealthcare and Ascension within 10 days of requesting them, my records from Froedtert never came. I requested them a second time online, and still nothing. I have called over 10 times, and never get through to a person despite being placed on hold for over 30 minutes. I have left voicemails explaining my situation, and nobody calls me back. My records total 468 pages per mychart, and I am unable to print them out at home. A zip file is not acceptable. I have no problem with paying for them, but so far nobody has ever instructed me to do so.

  Business response

  05/04/2023

  RE: BBB Complaint ID ********

  Dear **************** -

  The paper copies of your Froedtert & Medical College of Wisconsin medical records have been mailed to your home address via US ************** on 5/4/23. We apologize for any inconvenience and the delay in processing your request.

  Thank you,

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

  Customer response

  05/06/2023

  [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,
  
  ******************************************
  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I spoke with a claims representative in November. They told me that as long as I was making the minimum monthly payment, my account won't go to collections. I said that as I get back to work, I will be increasing the minimum payment, which I have been doing. Since Oct. 20, every month I have received confirmations that I paid Froedtert $2,330.00 to my account. Today, I received a notification from a collections agency due to non payment to Froedtert. The collection agency had no record I had paid anything to my account. Froedtert claims **** lied, and mislead me.

  Business response

  03/16/2023

  Please see the attached response for Complaint ID ********.

  Thank you,

  ***********************
  Patient Experience Coordinator
  Patient Financial Services
  Froedtert and Medical College of Wisconsin
  Phone: ************
  E-mail: **************************************************

  Customer response

  03/16/2023

  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.
  
  On 10-21-22, I noticed that your notes indicate I was advised on your process.  The rest of the notes are all true.  But getting back to what my original complaint was that I was advised at that time that if I make minimum payments every month, that it will not go to collections.  I did exactly what I explained I would do to that billing rep, based on that conversation.  The fact that I was told inaccuracies during that conversation is unfortunately a sample of the shady business practices Froedtert engages in.   Never would I ever have believed that this would have gone to collection, considering  that I paid $2330.00 since receiving the 1st statement.

  In conclusion to this unfortunate and disappointing interaction with Froedtert not wanting to settle this bbb case reasonably leaving this customer completely unsatisfied, I paid the collections amount in full, and set up a payment plan for $500/month.  I really wanted to pay it off early, but since it has to end this way, i'll keep the money in the bank longer.  If you ever want to discuss the correct way to resolve customer complaints, and conflicts, probably not stating your companies policy would be where I would start.
  
  Utterly disappointed with Froedtert again,
  
  *******************************

  Business response

  03/23/2023

  Please see the attached follow-up response to Complaint ID ********.

  As a follow up to Froedtert & Medical College of Wisconsins response to the initial complaint you filed with the Better Business Bureau (BBB) dated 3/7/23, I understand you have a concern regarding the phone conversation with the ***************** Services representative on 10/21/22, specifically information communicated about the payment and collections process.As noted in our previous response, a collection effort phone call was placed on 10/12/22 by ***************** Services, during which the representative was able to speak with you. Notes from that call state:Patient is on disability and out of work; unable to set up a formal payment plan at this time; patient advised of statement process as it relates to final notice and collections process. In your response to the BBB, you stated that you were told inaccuracies during the 10/12/22 conversation.A ***************** Services Supervisor listened to the recorded phone call from 10/21/22, and provided the following summary of the phone call:? This was an inbound call where patient stated he was calling to make a payment. Representative offered him a formal payment arrangement for $183.00 monthly. He stated that for the next couple of months he would pay $50.00 monthly to show he was making an effort due to being on short-term disability. Representative did advise that it was all right to do that and he would be fine until Mid-Dec or the final notice. She advised at that time he would want to set up payment arrangements to avoid collections. Pt stated that once he was back to work, he would set up a payment plan.The supervisor also provided the following summary of the 12/20/22 phone call:? This was an outbound call to patient. Representative called to discuss the balance and to set up a formal payment plan. Patient stated that he did not want to do that yet. Representative explained we could just set up the oldest accounts first to prevent them from going to collections. Patient stated he did not want to play a game with a payment plan and just wanted Froedtert to take his payments and apply them to the oldest accounts first. Representative tried to explain the process, and patient stated too bad I am making minimum payments and would not allow her to continue the call. Representative at the closing of the call advised that accounts were eligible for collections and patient should call back when able to do so.The phone call summaries, combined with the statements sent to you, support our initial response that Froedtert & Medical College of Wisconsin did inform you of our billing process as it relates to payment of your outstanding balances and the timing of when accounts list with a collection agency. Thank you again for taking the time to contact us.Sincerely,************Patient Experience Coordinator ***************** Services Froedtert & Medical College of Wisconsin 400 **************, Suite 103 N74 W12501 **************************** ***************, ** 53051

   

   

  Thank you,

  ***********************
  Patient Experience Coordinator
  ***************** Services
  Froedtert and Medical College of Wisconsin
  Phone: ************
  E-mail: **************************************************
  

  Customer response

  03/23/2023

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *******************************

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *********************************, this all started back In December sometime before Christmas I start getting pain in left arm but I didn't to much worry about it because I was having problem with my foot. So went to doctor and I had arthritis in it, I also complain about my left arm hurting me, they did an ekg my heart was ok . To make a long story short it is March I still don't know what is wrong with me. I start out taking prednisone, that didn't help, then I started taking Naproxen 500mg but when it wore off the pain was still there I was sent to another doctor he did think I should be there to recommend that I see an ***** ******* ***** doctor gave me an appt for **** I would think this is unacceptable might be wrong. Then I was sent to take x-ray and was given more pills Amitriptyline and Gabapenti and I'm not better my neck has begun to hurt. I'm just getting more bills from copay and then I had waited to see a doctor on the 9th of March and the Doctor went into labor now.i have to wait until the 29 of March I feel that I'm being kick to the side. It should have been a doctor that could have been able to see me in place of her or recommend me to another doctor that can see me now I have been hurting every day for month. I hope I'm still alive to know what is wrong with my arm and now my neck is hurting too. Just want some relief.

  Business response

  03/14/2023

  The Medical College of Wisconsin is interested in understanding patients' experiences, and especially those experiences that were unsatisfactory in any way.  We appreciate the opportunity to address any concerns and invite ************************ to contact us at ************************ so that we can better understand her concerns and address them appropriately.  

  Thank you

   

• Initial Complaint

  03/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on 1/4/2023 I went to the lab at froedert hospital and had blood work done. I was given the incorrect information the lab and was told 1 of my tests needed to be done at 8am and I would have to come back for it when in fact all labs done that day were supposed to be done at 8am. My ******* ****************** sent me a message after getting she got the results stating that I had to redo the tests because the Lab did them wrong and that the first charges would be adjusted. I went back on 1/20/2023 at 8am and AGAIN the lab did not do the tests correctly. So my doctor's nurse told me that the doctor wanted me to do do them a 3rd time as she couldn't rule out a diagnosis unless all tests were done together. This time I had them send the request to Quest Diagnostics as it seems ******** lab does not know how to do their jobs correctly. I was told that the lab charges would be adjusted again. They have not been adjusted fully. I left a message with patient relations on 2/8 and never got a call back however billing has been calling me for payment. I spoke with a manager in the billing department by the name of ****** on 2/28 who promised to call me back by today after she looked into everything and I never received a callback. At this point every test, but my cortisol test should be adjusted as I had to redo all of them 3 times. This is why I stopped dealing with Froedert hospital and doctors as it has always been issues and problems no matter what location I go to.

  Business response

  03/13/2023

  Thank you for your patience while we continue to research the consumer's complaint. 

  This letter serves as Froedtert & Medical College of Wisconsins response to the complaint you filed
  with the Better Business Bureau (BBB) dated 3/2/2023. Please be assured that your concerns have
  been escalated to and reviewed by all necessary healthcare professionals.
  I understand your concern to be that several tests ordered by your provider required specific timing
  and handling by the laboratory for proper processing and interpretation. You indicated that you were
  not advised of the optimal collection times of these specimens. In addition, three lab tests that
  needed to be drawn together at the same time were not, and one specimen was rejected by the
  laboratory due to improper handling. This caused you extra return visits for repeated specimen
  collection. You were advised that, due to our error, two of the laboratory tests collected on 1/6/23
  would have the patient responsibility adjusted to zero. Unfortunately, this adjustment did not initially
  process correctly; however, the adjustment has since been corrected and is complete. Please be
  advised, due to this additional inconvenience, we have adjusted off all laboratory charges for dates
  of service: 1/4/23- 1/6/23 and 1/20/23, which are represented by the following encounter numbers:
  *********************8, **********, and **********
  Your complaint has escalated to the Executive Director of ********** Services and the Medical
  Director of Clinical Chemistry/Pathology. The Medical Director will be working with the Endocrine
  Department to develop an improved workflow regarding timing and sequencing of specific tests, as
  well as improved communication processes. ************ has been given to staff and providers to
  prevent these missteps from occurring again.
  We sincerely apologize for the inconvenience and frustration this has caused you and thank you for
  contacting us in writing about your experience. Your feedback has helped us to initiate important
  changes in our processes.
  Sincerely,
  ************

   

• Initial Complaint

  03/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started with a new ins. through work, including an FSA/card, Nov. 1, 2022. Every single appt. I've had through Froedtert and its affiliates since then, I have been overbilled, $25 copay at every appt. I was told via MyChart in messages from ****************************** that they would be refunding the overbilled amounts to my FSA account, 12/20/22. I was informed that I should have been billed $15 at some of my appt.'s/chiropractor, but that there was NO copay on other appt.'s. They have, to date, refunded NOTHING and I have called my FSA to confirm this on 3-1-23. I also attempted to call Froedtert Billing and they appear unable to listen and comprehend what I am saying, and certainly incompetent at actually resolving their error. The funds MUST be put back into my FSA account, as they are pre-tax dollars, by law/regulation. Since I can no longer trust them to correct billing/financial errors, I am seeking an outside accountability, to ensure that this takes place, and that it is actually completed ASAP. No consumer should have to waste hours and days of their time, running around and chasing Froedtert staff to make sure they're not ripping you off, overbilling you, etc. That's THEIR responsibility. I want them to do their job properly and ensure this is corrected, as well as that they create a method for me to use my FSA card, moving forward, which will NOT result in more of these same overbilling situations. I don't have time to waste on this. Thank you!

  Business response

  03/13/2023

  Attached is Froedtert & Medical College of Wisconsin's response to Complaint ID ********.

  Thank you,

  ***********************
  Patient Experience Coordinator
  Patient Financial Services
  Froedtert and Medical College of Wisconsin
  Phone: ************
  E-mail: **************************************************

  This letter serves as Froedtert & Medical College of Wisconsins response to the complaint you filed with the Better Business Bureau (BBB) dated 3/2/2023. After reading your complaint, I understand you have two concerns. The first is that the Patient Access Representative collected a higher co-pay than you expected at several of your visits, and you want the over-payments refunded to your Flexible Spending Account (FSA) card.The second concern is how to correct this issue for future appointments.Regarding the over-collected co-pay, Froedtert & Medical College of Wisconsins policy is to collect a patient co-pay upon check-in for a scheduled visit. The co-pay collected is determined by the information on a patients insurance card. The information on the card you presented from Network Health Plan states:? Preventive - $0 co-pay ? PCP Office Visit - $15 co-pay ? Specialist Office Visit - $25 co-pay A review of your account shows that you paid three separate $25 co-pays for appointments scheduled on 11/21/22, 11/22/22 and 2/1/23. The appointments on 11/21/22 and 2/1/23 were at the ****************** *************** and ***************** with ************ *********************************, Chiropractor. The appointment on 11/22/22 was at the ****************** *************** Clinic with ***********************, *************** Specialist. ********************** and ************** are Specialists, not ************ Physicians; therefore, a $25 co-pay was collected when you checked in for these appointments. The claims and corresponding refunds processed as follows:? Date of service 11/21/22 Network Health Plan payment was received with only a $15 co-pay assessed. When billed to **************** as secondary insurance, we received an Explanation of Benefits that indicated for us to apply a $15 contractual adjustment which zeroed your co-pay responsibility for this service. Your $25 co-pay was refunded back to your FSA card on 3/3/23.? Date of service 11/22/22 Network Health Plan payment was received with no co-payment assessed. Your $25 co-pay was refunded back to your FSA card on 12/14/22.? Date of service 2/1/23 Network Health Plan payment was received with only a $15 co-pay assessed. When billed to **************** as the secondary insurance, we received an Explanation of Benefits that indicated for us to apply a $15 contractual adjustment which zeroed your co-pay responsibility for this service. Your $25 co-pay was refunded back to your FSA card on 3/3/23.I apologize for the delay in processing the refunds for your payments made on 11/21/22 and 2/1/23. **************** coverage was active on those dates of service, and we had to wait for them to process before we could refund the payments. On 3/7/23, you requested to have **************** removed from your account,even though it is still active coverage. This is complete.Regarding your second concern, the Clinic Manager at the *********************** has noted your chart to collect $15 co-pays for chiropractic visits with **********************. Additionally, for appointments at ****************** with **************, you can request to be billed for the co-pay instead of making the payment at the time of your visit.Thank you for taking the time to express your concerns in writing. We want to provide excellent service and are happy to discuss any further questions you have about your bill.Sincerely,************Patient Experience ****************************** Services Froedtert & Medical College of Wisconsin 400 **************, Suite 103 N74 W12501 **************************** ***************, ** 53051

   

  Customer response

  03/13/2023

  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.
  
  I do not understand the miscommunication taking place here, regarding insurance/coverage. As stated numerous times, and at literally every single appt. I have had since Nov. 1, 2022, I had *************************** (which changed names to ***********, also noted in MyChart and everywhere possible when that happened last year), prior to my work insurance starting on Nov. 1, 2022, Network Health, through my job with the State of **. BadgerCare/******** ENDED coverage when that insurance began. The information was left in MyChart, as I noted prior to Nov. 1, as well as numerous times afterward, to ensure that anything that was billable by Trilogy/***********, prior to Nov. 1, 2022, was finished being billed. To what I received in communication from them, nothing should have been covered by them after that point. Please clarify how it is that you are determining that my primary work insurance covers anything from Nov. 1, 2022 onward, and that you are able to charge ******** HMO Trilogy/*********** as a secondary insurance, from Nov. 1, 2022 to today's date. This is creating a large amount of confusion at this point, which should not have happened, from everything I had communicated via MyChart, to your staff, and with both insurance companies. It appears the miscommunication is on account of the way that Froedtert/MCW are processing claims. I therefore removed Trilogy/************ from MyChart, to further emphasize what I have been stating repeatedly, as well as because it would appear that any bills through the end of Oct., 2022, have fully been processed through them, and you should be fully transitioned over to my new insurance. Thank you for explaining your process and your understanding of what you are doing, with my billing and insurance. Please clarify further, as this still appears inaccurate. I was also told that my Network Health Ins. was only charging $15 per chiropractor visit, so that is what I should be charged, not $25. 
  
  Regards,
  
  ***************************

  Business response

  03/16/2023

  Please see attached response from Froedtert & Medical College of Wisconsin.

  As a follow up to Froedtert & Medical College of Wisconsins response to the initial complaint you filed with the Better Business Bureau (BBB) dated 3/2/23, I understand you have a concern regarding the insurance coverage linked to your account, specifically how Trilogy/My *************** was listed as your secondary insurance.Your primary insurance coverage was updated to ******* Health Plan/State of WI Employee NHP effective 11/1/22. Since your previous coverage was with ******************* Choice Wisconsin HMO Health Plan, the registration department confirmed whether this coverage was still active or terminated as of 11/1/22. It was determined that the ******** coverage was still active, which allowed us to bill ******* Health Plan as primary and then My *************** as secondary. Insurance coverage is confirmed with the insurance carriers each time you present for a scheduled appointment; both ******* Health Plan and My *************** were active until you contacted our office via MyChart on 3/7/23. The ******** coverage was removed from your account at that time, even though it is still active coverage. I would suggest contacting My Choice Wisconsin ******** member services to discuss why the coverage is still active under your name and identification number.As to your comment regarding the co-pay for chiropractic visits, the information on your ******* ********************* card does not list each specific type of service and the corresponding co-pay. Therefore, the clinic was collecting the $25 specialist co-pay. The clinic has since been informed to update the co-pay information for future chiropractic visits to $15.Thank you again for taking the time to contact us to better understand the billing logic that took place on these accounts. We appreciate the notification of updates to your insurance and feel confident that claim submission will not be an issue going forward.

   

   

  Thank you,

  ***********************
  Patient Experience Coordinator
  Patient Financial Services
  Froedtert and Medical College of Wisconsin
  Phone: ************
  E-mail: **************************************************

  Customer response

  03/20/2023

  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.
  
  Thank you for clarifying what your process has been, regarding billing/insurance at Froedtert. After reaching out to ************ HMO, it appears that I have been incorrectly billed by Froedtert. Due to the pandemic/public health emergency status, even though I notified all parties as required, of my new f/t job insurance becoming effective as of Nov. 1 (Network Health), ************ continues on as secondary insurance through June 30, 2023 for me personally, due to the rules on not ending insurance due to public health emergency status. Considering that I pay for the more comprehensive coverage through Network Health (lower deductible), AND ************ then pays as secondary insurance, I have no idea why I have been paying so much for my medical bills or added fees. In contacting ************, it appears that Froedtert has sent them zero claims or bills since Oct., 2022. Therefore, they ARE secondary insurance; but, they have not been BILLED as secondary insurance, which is why I have been given the fees, copays, and prescription costs that I have been given. The claims mailing address: ************ Health Plan, PO Box ****, *********, ** *****. Submitting electronically: ***** (code for submission). Please review all bills since Oct. 31, 2022, and resubmit anything you had been billing me for, to ************ as secondary insurance. Once that has been properly completed, then please refund me anything I was not supposed to be charged out-of-pocket or to my FSA card. Please clearly communicate what has been changed and the final outcomes on all of these steps, so that I can fully understand what is taking place with my billing for medical costs. Thank you!
  
  Regards,
  
  ***************************

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This hospital group has made so many mistakes, non-sensical denials of medication/care, and demonstrated overall a high level of unprofessionalisim. When you call, you are either on hold or transfered multiple times lasting an average of 15min to get where you need to be. Messages on MyChart go completley unanswered by the provider for days, if not totally ignored. Their pharmacy policies 100% interfere with their own doctors perscriptions getting to their patients in a reasonable and ****** manner. Depending on what types of medications you recieve, you are treated differently, or just totally stereyotyped by type of mediction and physical apperance resulting in denial of doctor prescribed medications. I have picked up injectable medications with no syringes and told I needed a perscription. Like how else am I supposed to administer the medication? Drink it? Then get treated like everything is your fault when they mess up and they won't lift a finger to help remedy the situation. I have been denied medication from the pharmacy on the 2nd floor of the hospital because the medication was sent to the pharmacy on the 1st floor of the same hospital. All these mistakes, internal policies, rules, make it beyond frustrating for the patient. This wastes hours of time for the patient running around from pharmacy to pharmacy, being on hold for over 1hr just to cancel an upcoming surgury. Literally anytime I have to interact with this hospital/staff, their is lots of waiting on hold, mistakes, and enourmous frustration. Unacceptable.

  Business response

  01/19/2023

  Thank you for submitting your concerns regarding your experience at Froedtert Hospital. Patient Relations Advisor ******* has made several attempts to contact you via phone to hear more about your concerns, and escalate them to the appropriate specific clinical leaders.  The concerns raised regarding our *********** and *********** pharmacy have been escalated to the appropriate Pharmacy leadership.  Please know, we take all care concerns seriously.  Should you prefer to speak with one of our Patient Relations team, please contact  us by calling: ************. Thank you sharing your concerns with our organization.
  
  Best,
  
  Patient Relations
  
   Thank you,
  
  *******

• Initial Complaint

  01/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  QUALITY OF CARE PROBLEM: In the late evening of January 7th/early in the morning of January 8th, my severely ill 86 year old mother was told by her *** that she had other patients and she is not the only patient and she was sick of coming in here and changing her. The *** also told my mother You hav Covid and Im not going to put up with this. The *** shut the door and left.PATIENT IMPACT: My 86 year old mother tearfully recounted the incident to *********************************** - Administrative Supervisor. ************************** said she would remove the *** from my mothers team. Note: My mothers condition also deteriorated with this unneeded stress.DESIRED BBB OUTCOME: This situation is untenable. This definitely qualifies as patient neglect and borders on patient abuse of the elderly. While my mother will be spared from having to deal with this *** in the future what about other patients? The hospital, at a minimum, should: 1) Send this *** for additional training. [Why didnt the *** tell the nurse that my mothers diarrhea was a problem so the nurse could tell the doctors and they could stop the stool softeners.] 2) Place the *** on a 6 month probationary period. After 6 months, provide a thorough performance review to determine if the *** is a value added employee at Froedtert. If yes, regularly monitor her performance. If no, discharge the ***.

  Business response

  01/09/2023

  Thank you for submitting your concerns regarding your mothers care at Froedtert Hospital. Patient Relations Advisor ******* had the pleasure to speak with you earlier today, and shared that she will be escalating your specific concerns and recommendations with this team members leader. Please know, we take all care concerns seriously.Thank you for giving our team the opportunity to address your mother and familys concerns.  ~Best, Patient Relations leadership

  Customer response

  01/09/2023

  [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,
  
  *******************
  

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a $356 medical bill for services rendered on 9/1/21. My insurance company denied the claim saying it should have been billed as diagnostic. I asked my provider to re-bill it as diagnostic, which she did. However, the Froedtert billing **** did not follow through and resubmit, according to insurance. In August 2022, I was advised the account was placed on hold pending review. The next contact I received was today from ************ collections about this claim. I am at a loss as to what to do when I've requested that Froedtert and my insurance (Allied is the **** actually speak about getting this fixed. Both sides blame the other.

  Business response

  12/27/2022

  BBB Case ID ********

   

  Please see attached response to the consumer complaint filed with the BBB for case #********/********.

   

  Thank you,

  ***********************
  Patient Experience Coordinator
  Patient Financial Services
  Froedtert and Medical College of Wisconsin
  Phone: ************
  E-mail: **************************************************

  Customer response

  12/29/2022

  [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 ********. The matter still pends per the business' response so I can neither accept or reject the response. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contracted the Patient Relations team at ******** Hospital back in May of 2022. My mother passes away the year prior while her stay at ******** Main Hospital. My family and I believe that her primary care "doctor" did not properly listen to her concerns the 4 months prior to her passing as well as the the team of doctors that over saw her care at a hospital stay in January 2021 as she passed in May. I wanted to file a grievance for the primary and hospital team. I spoke with customer relations in May 2022 and told them my story, I was told that within 3 months, I would hear back from someone regarding my concerns. At least some type of an update so I can ask more questions. I heard nothing. I emailed the department on 08/19 asking for some update, I received an email back 08/23 saying someone will reach out to me with an update. I did not hear any updates. I then reached out again twice in October and got a voicemail over 3 weeks ago saying that I will have someone call me in a week TWO **** Nothing. I am highly discouraged that my issue is not relevant to them and I am dealing with a HUGE hospital and I am being pushed off hoping that I will go away. Very disappointed in this whole situation. We also requested her medical records in May and have not received anything.

  Business response

  11/22/2022

  RE: Complaint ID #********, *******************************, E1358450

  Thank you for reaching out. Froedtert Hospital takes all concerns seriously, and we appreciate you taking time to submit feedback. Per our records, Froedtert Hospital-Main Campus Patient Relations team has worked with Froedtert Hospital Community Physicians Patient Relations team to thoroughly investigate your concerns. Our goal was to provide one response from both locations, however in the interest of time, we felt it prudent to send our response from Froedtert Hospital-Main Campus Patient Relations once it was ready. The resolution letter was drafted and placed in US Mail on 11/17/22.
  Our Froedtert Hospital-Community Physician Patient ******************** is actively working on responding to your concerns as well. Please know, we have connected with our ************************ who confirmed they connected with you via phone on 11/10/22, escalated your concerns regarding obtaining the medical records you requested, and left you a follow up voicemail on 11/18/22.

  Thank you for your time,

  Frodetert Hospital - Main Campus Patient Relations Team

   

*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. ↩