ComplaintsforFroedtert & the Medical College of Wisconsin

• 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

   

• Initial Complaint

  08/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went in for a procedure and was billed by the doctor for the service at around $1000. There was a discount applied by my insurance provider which brought the dr. charge down to around $250. Then I received a surprise bill for $1250 simply for using the room. It was listed as "Facility". I understand paying for the doctor, but not 5 times that amount to use a room. This is excessive. I have tried to request a reduction in this bill with the financial services department and they refuse. I have filed a complaint with HHS regarding lack of transparency for this pricing. There was no estimate provided for this "Facility" charge prior to the service. I want it removed as it was applied to my deductible which I have not met and therefore, it comes directly out of my pocket.

  Business response

  09/13/2022

   

  Tell us why here...

  Thank you for your patience while we review this complaint.  We anticipate a response shortly.

  Business response

  09/23/2022

  September 21, 2022
  *********************************
  986 ****************
  ********, ** 53033
  Re: ID #********
  Dear ******************,
  This letter is in response to the complaint that our ***************** Services team received
  from the Better Business Bureau. Your written complaint indicated that for your 6/9/22
  visit to Froedtert *************** Hospital, you were billed a provider fee and then also a
  delayed facility fee of $1,250. We understand your main concerns to be the cost of the
  facility use itself and also what you feel is a lack of transparency for these costs. Thank you
  for reaching out, and please be assured that your concerns have been escalated to and
  reviewed by all necessary healthcare professionals.
  To help better explain the two fees, the Froedtert & Medical College of Wisconsin website
  does address these different components of billing. In summary, the care you receive at our
  facilities may be provided by two separate organizations. Professional services are billed
  by the Medical College of Wisconsin. Facility fees for things such as supplies, equipment,
  space, and support staff are billed by Froedtert hospitals. Therefore, the hospitals and the
  Medical College of Wisconsin are required to submit separate claims to insurance carriers.
  In order to provide a clear and simple patient billing experience, these accounts are listed
  together on one patient statement. We do apologize that the patient balance for your
  facility fees did not first appear on your statement when the professional balance did.
  Insurance often completes processing different claims at different times, but we do move
  the remaining patent responsibility to a statement as soon as we are informed of it.
  The charges for these professional services did receive a contractual adjustment, which is
  based on the contract Froedtert Health has with your insurance carrier (Anthem
  Preferred). In contrast, the facility charges were accepted in full by Anthem without a
  required contractual adjustment/reduction. As a patient, you are encouraged to
  understand your health insurance coverage and whether your insurance plan will cover
  medical services performed at our locations, and at what out-of-pocket cost to you.
  Froedtert offers estimates on out-of-pocket expenses for future services. You may call our
  Cost Estimators at ************ for an estimate prior to future services. They are
  available from 7:30am-4:00pm, Monday through Friday.
  A balance of $1,254.00 for Account # ********** remains patient responsibility. Please
  call our billing office at ************ to either make payment, establish a payment plan, or
  to apply for Financial Assistance. They are able to assist you with these options.
  
  Of course, we want your experience with Froedtert and the Medical College of Wisconsin to
  be excellent.  Please accept my sincere apology that it was anything less. Thank you for
  taking the time to express your concerns in writing. We strive to provide a great patient
  experience and will use the feedback to try to make improvements. 
  Sincerely,
  ************
  ***************** Services
  Froedtert & the Medical College of Wisconsin
  400 *************************************************************************************************************************************************

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged a higher amount than expected for an office visit at the Froedtert ****************************** so I called their finance department to get more information on what exactly I was being billed for. They explained to me that I was billed for a "long" visit. I explained I was aware of extra charges when certain time milestones are reached from previous visits; therefore, I made sure I was with the nurse and doctor for under 20 minutes to avoid a higher charge. They told me that it was noted I was there for ***** minutes. I told them that was incorrect. Then they explained that the total time billed is from the moment you check in at the front desk to the moment you leave the building. This could vary widely by day, clinic, or doctor, a patient's bill could change based on how behind a doctor is in their day.Not only is this 'visit' classification ridiculous, it is not noted anywhere online. Froedtert is not at all transparent about their pricing and billing policies. They have a 'cost estimator' tool that is widely inaccurate and isn't even owned by the finance department, it's owned by customer care. Their price list online is coded in a way that a patient would not be able to understand without internal knowledge. (For example, office visits are broken up into "Level 3", "Level 4", and "Level 5" - how am I as a patient expected to decode that?)Additionally, the care team didn't even provide a complete and satisfactory service.It's frustrating that in any other industry, an experience like this would be unacceptable. I'm aware that a some of this is simply how healthcare operates, but at the very least Froedtert needs to be transparent about their billing practices and be held accountable for how they treat their customers. The large variation in how things are billed from clinic to clinic and the inability to properly estimate what will be billed prior to a visit is deeply concerning.

  Business response

  08/29/2022

  Please see the attached response letter for complaint #********.

  This letter is in response to the complaint we received from the Better Business Bureau regarding charges for your visit with **************** at the ****************************** on 7/5/22. You shared concern that charges for this visit were higher than what you expected, as well as additional concerns surrounding the Froedtert cost estimate tool and the care that you received during the visit.The office visit with **************** billed for a total time of ***** minutes. The total time for an office visit is based on actual time spent with the physician face-to-face, and may also include the physicians time spent outside of the visit reviewing relevant history, results and records. **************** noted in your chart that she spent a total of 30 minutes, face-to-face and outside of the exam room, as you had chosen to transfer care to this clinic and had requested a medication review.The Froedtert cost estimate tool is designed to provide patients a way to assess their approximate out-ofpocket cost before receiving service at one of Froedtert Healths clinics or other sites. The office visit levels can be difficult to determine prior to the visit. Because of this, the Cost Estimator would have provided a range of potential out-of-pocket costs since the complexity of the visit and the length of physician service time cannot be identified until the visit is complete. Cost Estimators are available to help answer any of your questions regarding an estimate from 7:30 am - 4:00 pm, Monday through Friday.Please be assured that codes used for billing purposes are standard from clinic to clinic. The place of service and the physician you see (primary care vs specialist) may affect your total out of pocket cost. Our pricing information and billing practices are located on the Froedtert Health website https://www.froedtert.com/patients-visitors/bill/pricing.Any care concerns you have regarding your visit should be directed to the ***************************** either in writing or by phone:Froedtert and MCW Health Clinics and Centers ***************************** 200 ************** Suite 300 W126 ********************************************************************** ************

  
  
  Thank you,

  
  ***********************
  Patient ******************************************* Services
  

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A few years ago I went to see an optic nerve doctor at Froedtert and I felt like they ripped me off, charging my insurance and me over $1,000.00 so earlier this year I went to eye car specialist in ********** and saw one of there optic nerve specialist. *** care specialist want me to follow up with a retina specialist. So I called Froedtert to get an Estimate on the cost. I specifically said a Retina doctor. They told me it would be $415.00 so I booked the appointment for March 28th. When I got to the counter I paid a $100 co pay I was in and out of the doctors office with in 30minutes. All the doctor did was look my eyes with his machine witch I am sure he has to do with every patient to view the retina, he said it is not a Retina problem. I proceeded to get a bill for $319.50 I paid that because with my copay it was right around what I was quoted. Well I come to find out they billed my insurance and me $1,115.00 and I am getting another bill for $301.59 I have had supervisors lie and say my estimate was for optic nerve and my referral was for optic nerve. I have the referral from eye care specialist it specifically says retina doctor and I even had eye care specialist call there. I have spoke to many supervisors Tierra, ****** and ***** just to name a few, I told ***** straight out she was lying ************ Even the optic nerve doctor a few years ago the charge was over $1,000.00 I think they are ripping people off. I was quoted $415 and I already paid $419.50 I do not believe I should be responsible for another $301.59 I do not understand how you can quote $415 and bill $1,115.00 when NO special testing was done. The doctor even said I do not want to do any unnecessary testing that you would be charge for. Please help me get this taken care of. I do have a copy of the referral from eye care specialist but I have no way to scan it, please help me ******************* ************

  Business response

  08/05/2022

  Regarding ID of ********, please see the attached letter which is our formal response to the patient's complaint. Please also see the attached patient cost estimate dated 3/9/22, which is referenced within the letter. Please know the letter and cost estimate were both mailed directly the the patient's home address on 8/4/22. 

  Sincerely, 

  ***************************
  Patient Experience Coordinator
  Patient Financial Services
  

  Customer response

  08/08/2022

  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.] They are lying to you, I called for an estimate to see a retina specialist not a follow up with a optic nerve specialist. My referral is for a retina specialist I can bring you a copy of that. Why would I have a copy of a referral to see a retina specialist and make an appointment to see a retina specialist. I know I asked for a price to see a retina specialist, they told me $415  I never pulled that ** in my chart, they continue to lie. I am telling you I was in and out of the office in **************************************************************************************************** the room. All he did was look at my retina with his machine witch I am sure that is what he does with every patient he sees. I reject this, they continue to lie and rip off the public.
  
  Regards,
  
  *******************

  Business response

  08/16/2022

  Please see the attached letter in response to the determination rejection received recently in reference to ID of ********.

   

  This letter is in response to your determination rejection received from the Better Business Bureau (BBB).

   

  On 7/21/22 we initially spoke over the phone regarding your billing concerns. You additionally requested to escalate your concerns, and on 7/26/22 you then had a phone conversation with a ***************** Services supervisor who explained your standing balance and details of your pre-estimate. A letter was subsequently mailed to your home address as a recap of the conversation. On 8/3/22, our team received outreach from the BBB that again detailed your billing concern. The same response letter that was mailed to your home address was then shared electronically through the BBB on 8/5/22.

   

  As indicated in our initial response letter dated 8/4/22, we consider these charges and your current balance to be correct and billable. We consider this determination to be final.

   

   

  Sincerely,

   

   

  Regards, 

  Jacki 

  Customer response

  08/19/2022

  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.] I would like them to pull the phone call from when I called in for the estimate to see the Retina specialist. I know they ******* there phone calls and they continue to lie and say the estimate was for something else. I called for an estimate to see a retina specialist and I was told $415 and now they think they can bill triple. I NEED THAT PHONE CONVERSATION PULLED.  I do not understand how they constantly get away with ripping people off with medical bills. 
  
  Regards,
  
  *******************

  Business response

  08/23/2022

  In response to complaint ID ********: 

   

  Calls to our Cost Estimators have historically not been on a recorded line. Effective only recently, 6/27/22, all calls to our Cost Estimation Line are now recorded. You spoke to our Cost Estimators on 3/8/22, well before this line was recorded.

  As indicated in our initial response letter dated 8/4/22, the cost estimate was provided to you electronically on 3/9/22 through your personal Froedtert MyChart account. The estimate does clearly state that it is an estimate to see Dr. ********* your established care provider. On 3/17/22 you scheduled a visit with ********************* a retina specialist. You had ample time to review the estimate provided to you on 3/9/22 prior to your appointment with ******************** on 3/28/22. We continue to consider these charges and your current balance to be correct and billable. We consider this determination to be final.

  Customer response

  08/24/2022

  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.] I think it is a bunch of c*** that they are saying there phone calls are not recorded. I clearly asked for an estimate to see a retina specialist. I have a copy of the referral from eye care specialist. They continue to lie, they should feel ashamed of themselves for ripping off patients. This was a simple office visit, I had no special tests done. I already paid $419.50 and my insurance has paid $400 I should not be responsible for an additional $301.59 my estimate was for $415  I did not ask for an estimate for ********************, I did not ask for a specific doctor by name I just asked for an estimate to see a retina specialist. They are making stuff up and continue to lie to cover up there billing and how they are ripping the general public off. I am sure a judge would tell them that the phone call should have been recorded. I reject there response and I REFUSE to pay them anymore money. I will get a lawyer if need be and I will win. 
  
  Regards,
  
  *******************

• Initial Complaint

  03/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Froedtert has been billing all my claims with my wife's name listed as the patient. When my wife went in for her annual physical exam 11/10/2020, her claim was denied for "the frequencies of the services exceeds the limitations of the policy". This was her only routine annual physical exam for the year, and her insurance allows one. This was when I discovered my annual physical exam from earlier that year was billed with her name listed as the patient. I brought this to both the insurance companies attention, and the healthcare provider. The insurance company insisted they couldn't do anything until the provider submitted a corrected claim. When I contacted the provider, *********************** confirmed that my claims were in fact billed with her name listed as the patient and that corrected claims would be sent out. I went around and around for many months waiting for these corrections to show. Then things got more frustrating, and much worse. Instead of correcting my claims first, someone in the billing department decided to submit a corrected claim for my wife's annual physical exam and change the coding to look like she went in for a non-routine office visit. Thus allowing the claim to process so it will apply to our deductible and copay and we'd be on the hook for $150 for what was actually her annual physical exam for the year (routine). Unbelievable! At one part ****** stated a corrected claim was sent for one my claim, but the insurance company said they had not received it. Around mid-January of 2022, the final batch of corrections were suppose to be sent per ******, and the insurance company confirmed they'd been in contact with the provider and were working the situation. 60 Days later I'm still here with no progress made. We keep getting bills for my wife's 11/10/2020 annual physical exam, and today I'll be paying it to avoid be unfairly sent to collections. I will keep fighting to have the money refunded to me. I won't attach screenshots, but I do have emails.

  Business response

  03/22/2022

  Writer (S.M.), sent in complaint to BBB which included a complaint for his spouse, but does not mention her name.

  Could you please confirm spouses name and DOB with S.M. ?

  Thanks,

  ****

  Customer response

  03/22/2022

  ************************* 10/2/1989

  Business response

  03/25/2022

  Good morning,

  Thank you for your patience while we continue to investigate the complaint.

  Sincerely,

  **** C

  Business response

  04/11/2022

  Thank you for your patience while we continue to research your complaint.

  Sincerely,

  ************ 

  Business response

  04/22/2022

  Good morning,

  Thank you for your patience while we continue to investigate the complaint.

  Sincerely,

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

  Patient Financial Services

  Business response

  05/02/2022

  Good morning,

  Thank you for your patience while we work on this complaint.

  Sincerely,

  
  **** C, RN
  
  Patient ******************************************* Services
  

  Customer response

  05/23/2022

  I know youre out of town, but I didnt want to forget mentioning this before you got back. 

  
  

  I spoke with **** and she provided some good information as to where things are right now. Everything seems to be going in the right direction, its just not finalized at the moment. 

  
  

  Again, just wanted to mention it right away so I dont forget. You can hold off closing it. 

  
  

  Thank you and sorry for all the emails!

   *********************

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

  Business response

  06/13/2022

  This letter is in response to the complaint we received from the Better Business Bureau of Wisconsin. In
  your complaint, you indicated that when your spouse ****************** annual visit on 11/10/20 was
  denied, it was discovered that Ms. ****** name had been listed on the claim for your own 9/25/20
  annual visit, which caused HealthSCOPE to deny her visit as occurring too soon from the last. You also
  expressed concern that Ms. ****** annual visit had been coded as a non-routine office visit, leaving
  you with an out of pocket deductible of $150, which you paid. You asked that the name on the claim
  been corrected, as well as an update to her preventative visit coding, and a refund for $150. Please be
  advised that your concerns have been escalated to and reviewed by all necessary healthcare
  professionals.
  Although ************** is the only the subscriber of the insurance policy, our review determined that her
  name has been incorrectly entered on many claims for your recent service. Our understanding is that
  when the Medical College of Wisconsin changed their employee insurance coverage to ***************************** was added by a file, and the file contained Ms. ****** name in an incorrect field. Patient
  Financial Services initiated this correct on 11/4/21, and all claims sent under Ms. ****** name have
  since been changed to your name and resubmitted to HealthSCOPE.
  Concerning Ms. ****** 11/10/20 visit, this has been recoded to a preventative annual visit,
  resubmitted to HealthSCOPE, and the balance has been satisfied. Per our phone calls, you are aware
  now that your $150 payment has been re-distributed and applied towards Ms. ****** other open
  balances.
  Several of your accounts remain with insurance for re-processing due to the name change on the claims.
  Because of our error, we will monitor these accounts and adjust off any balances that HealthSCOPE
  leaves as patient responsibility. As we have also discussed, we have confirmed that your most recent
  visits have been submitted with your name properly listed on the claim.
  Of course we want your experience with Froedtert and the Medical College of Wisconsin to be
  excellent. Please accept my sincere apology that it was anything less. Thank you for taking the time to
  express your concerns in writing. We strive to provide a great patient experience and will use the
  feedback to try and make improvements.
  
  ************
  Patient Financial Services
  Froedtert Health, Inc.
  400 ***************************************************************************************************

  Customer response

  06/13/2022

  [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 ********, and find that this resolution is satisfactory to me. I truly appreciate the help **** has been for **. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  02/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This involves two improper charges from Froedtert billing (phone: ************). 1) On March 8, 2021 I received a medical service that was covered by my insurance. The account number is ********** and the total **** is $363. 2) On December 15, 2020 I received a medical service that should have been covered by my insurance. The account number is ********** and the total **** is $245. My guarantor number is 5577561.I have spoke with Froedtert and my insurance company at least 10 times over the last year about these charges being incorrect. January 4 & 10, 2022 I had three-way calls with my insurance and Froedtert billing. On these calls my insurance confirmed that the **** issued for the care administered on March 8, 2021 is in fact covered. Froedtert billing claimed they had not received an EOB/document from my insurance stating it was covered. My insurance said that they had provided this document several times to Froedtert billing, but graciously faxed over the form AGAIN while we were all on the phone to Froedtert billing. Regarding the December 15, 2020 ****, my insurance indicated that Froedtert billing did not submit the **** to my insurance within the timeframe allowed for submitting a ****, Froedtert billing submitted the **** a A YEAR AFTER the service date, therefore my insurance will not accept the ****. This service would have been covered if the **** was submitted within the allowed timeframe. Therefore, it is Froedtert billing's responsibility to cover this **** because it was no fault of mine that the **** was not submitted properly.Overall, I do not owe Froedtert billing anything because my insurance covered the March 8, 2021 **** and Froedtert billing missed the deadline for submitting the December 15, 2020 **** to my insurance. My **** should be adjusted to $0. This experience with Froedtert billing has been absolutely awful and wasted hours of my time with no progress made.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to my doctor for a routine physical on 12/18/2021. Near the end of the physical as at every Dr. *********** I have even been to I was asked if I had any other questions or concerns. I brought up one issue and when I received by **** I was not only charged for the wellness/physical but also for a long office visit. This was for answering a question as asked. Had I known I would be billed for asking a question I would have simply remained silent. I have tried resolving this with the provider to no avail.

  Business response

  02/09/2022

  Please be advised that your concerns have been escalated to, and reviewed by all necessary
  healthcare professionals. Your appointment on 12/18/21 was scheduled and coded as an annual
  preventative physical with your provider. The purpose of this exam is to identify potential health
  problems in early stages, and consists of a medical/ social/ family history, a review of body systems,
  medications, immunizations, counseling or guidance of risk factor reduction interventions and a
  review of age/ gender appropriate screening tests. This exam is not meant to evaluate, diagnose or
  treat new or existing health problems. In addition to your annual preventative exam, you were also
  evaluated and treated for another issue, which included professional recommendations and a
  prescription. This resulted in the additional office visit charge. Coding is based on documentation
  and follows CDC guidelines.
  Your insurance covered the preventative portion at 100%. After the contractual adjustment ($252.48)
  was applied, the remaining amount was assigned to your deductible. Balance for account
  8020085230 is $121.52, and remains patient responsibility.
  Of course, we want your experience with Froedtert and the Medical College of Wisconsin to be
  excellent.  Please accept my sincere apology that it was anything less. Thank you for taking the time
  to express your concerns in writing. We strive to provide a great patient experience and will use the
  feedback to try to make improvements. 
  ************************** RN
  Patient ******************************************* Services
  Phone: ************ / Fax: ************
  E-mail: ****************************************

• Initial Complaint

  11/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Nov. 4th I was provided with a dry needling service. Both my Physical Therapist and the person who performed the dry needling informed me that the service was $30. I ran the service through my insurance and found that I was charged the $30 plus $125 for a 15 min massage around the injection site. The $125 charge was not disclosed to me and there is now a law in place where hospitals and medical facilities are required to disclose costs. I want this claim reversed, refunded and charged properly at the $30. My co-pay was $30 which should have covered this service.

  Business response

  11/29/2021

  This letter is in response to the complaint we received from the Better Business Bureau of Wisconsin.
  We appreciate you contacting us with your concerns and assure you that your accounts have been
  thoroughly reviewed.
  Please be advised that your concerns have been escalated to, and reviewed by all necessary healthcare
  professionals. The documentation supports you were seen by a different therapist on 11/4/21 for a
  specialized therapy. She was the only therapist who could provide this service at the Orthopedic ******************* ************* This was in addition to your on-going treatment that you have been receiving from your
  primary therapist. Because you are still in formal therapy, you were scheduled for a 30 minute
  appointment which includes dry needling and/or manual therapy to address your chronic issues. Only
  patients who are discharged from formal therapy can receive the 15- minute dry needling therapy.
  You were charged $30.00 for the dry needling therapy and $125.00 for your manual therapy session.
  Your insurance assessed a $30.00 co-pay for the dry needling therapy, as well as $27.69 which was
  assigned towards deductible for the manual therapy charge. In addition, a $97.31 contractual
  adjustment was applied to the account, leaving account balance for acct# ********** at $0.00.
  Of course, we want your experience with Froedtert and the Medical College of Wisconsin to be
  excellent. Please accept my sincere apology that it was anything less. We strive to provide a great
  patient experience and will use the feedback to try to make improvements. 
  Sincerely,
  ************
  Patient Financial Services
  Froedtert Health, Inc.
  400 **************, Suite 103
  ***********************************************************************************************************************************

  Customer response

  12/03/2021

  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 issue is that I was not informed of the therapy. In addition, you say I was supposed to receive a 30 min session. I was there for less than 10 min - to receive the dry needling. The physical therapy portion was only a few minutes. 2 things: No one informed me this was part of my on-going therapy, it was suggested to me as if it was an outside service and she rubbed the area for only a couple of minutes. The final total was not $0. I still had to pay a co-pay of $30 + $27 remaining after insurance paid. The fact is, not informing me is now against the law - you need to disclose this information before the appointment. And I was only told I would pay $30 total - charging me more than I was told is fraud.

   

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

  Business response

  12/16/2021

  This letter is in response to your reply from our letter to the Better Business Bureau (BBB) dated
  11/22/21. You stated you were not informed of the additional therapy provided on 11/4/21,
  and you were to receive a 30-minute session, yet the physical therapy portion was only a few
  minutes.
  Your concerns have been reviewed by the clinic manager and physical therapist. Their review
  confirmed the therapy session was 21 minutes. You were not charged for 5 minutes of exercise
  instruction, as this is not a billable amount of time. You were charged for one unit of dry
  needling, and one unit of manual therapy, which per medical record documentation were
  appropriate.
  At a prior appointment, the therapist discussed the dry needling option as a form of therapy
  and advised of the cost of $30.00. Your insurance processed the claim for date of service
  11/4/21 and applied $57.69 to your deductible. Your payments of $27.69 and $30.00 are
  appreciated. Your account balance is now zero.
  
  Sincerely,
  ************
  Patient Financial Services
  Froedtert Health, Inc.
  400 **************, Suite 103
  ***********************************************************************************************************************************

• Initial Complaint

  10/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got ********* insurance this year and was told that it covered one office visit a year and preventative care. I scheduled a visit with a Froedtert family practice provider to establish care. At the visit the provider asked if I was having any problems and I told her that my mother developed asthma at about my age and that I was concerned that I might be developing asthma. The provider told me that I probably just needed to lose weight but that I was the right age for blood work. She advised me to come back for that.I was shocked to get a **** for a routine visit and blood work. The last time I had blood work at Aurora it was covered as preventative care. I called ********* and was told that Froedtert didn't **** anything as preventative care. I called Froedtert and was told that because I asked to establish care and not for a preventative care it wouldn't be billed as that. I was also told that because I discussed potential asthma with the provider the visit could not be recoded. This is deceptive billing. I've had providers with Aurora and Ascension over the last several years and discussed all sorts of things with them at my yearly visit and never got charged for it. Additionally if the blood work ordered for me was out of the ordinary I should have been warned about it. I was led to believe that it was routine preventative care I'm dropping ********* coverage next year and will go back to Aurora. Clearly Froedtert billing makes every attempt to ***** the patient.

  Business response

  10/27/2021

  Please see attached response letter.

  This letter is in response to the complaint that we received from the Better Business Bureau of Wisconsin regarding the billing for your 8/27/21 visit with Dr. ********************************* and the following bloodwork completed at the *********************** on 9/1/21. We appreciate that you expressed your concerns and allowed us to thoroughly review these accounts.The visit with ******************** was initially scheduled as a visit to establish care, not as a routine physical/wellness exam. The visit was coded with CPT code ***** which is designated for a new visit with a physician. The chart notes from this visit state that you expressed breathing concerns and abnormal weight gain, both of which were added as diagnosis codes for the lab work that was completed on 9/1/21.When billed to *********, a contractual adjustment was added, and the remaining balance of $239.19 was assigned by ********* to your deductible.In your letter, you stated that previous providers coded your bloodwork as preventative. It is possible that the visits leading to those blood draws were wellness exams and not visits to establish care with a new physician. The visit with ******************** was both a first visit with the physician and one that focused on your medical concerns. The labs ordered during that visit were to investigate the discussed medical concerns. Patients can initiate conversations related to visit cost by contacting our *********** Cost Estimators. The Cost Estimators can be reached at ************ from 7:30am-4:00pm Monday-Friday.Of course we want your experience with Froedtert and the Medical College of Wisconsin to be excellent.Please accept my sincere apology that it was anything less. Thank you again for taking the time to express your concerns in writing. We strive to provide a great patient experience and utilize feedback like yours as we make improvements. 

  Customer response

  10/27/2021

  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 would think that it would be self evident that a first visit with a new provider is a wellness visit. Expecting patients to have to spell that out when making the appointment is ridiculous. I've had multiple visits with new providers on the past and have never had to tell the schedulers that I needed a wellness visit. ****** learned. In the future I will reject any care recommendations unless I get it on writing that they are considered preventative care, and I will be careful not to discuss any of my concerns with a health care professional. Or better yet, I'll avoid all healthcare unless I have an emergency.
  
  Regards,
  
  ***************************

*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. ↩