ComplaintsforSilver Cross Hospital

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 2/20/24, I had cataract surgery on my right eye. Before I could have surgery, Silver Cross ************** said I had to pay $1,500 (letter uploaded) before they could schedule me for surgery.I did not have all the money, so I made half payment of $800.29 (see upload). Post surgery, I received a Silver Cross invoice that showed I owed $432.32. When I called to make payment arrangements, I was told I owed another $800 and could break that into 6 payments of $130 starting in February of 2024. Silver Cross billing has deducted $130 from my account on the 30th of every month starting in February with the last payment of $130 deducted on July 30th, 2024 (Proof uploaded). To date and according to my calculations I have overpaid this invoice by $1,147.97. Each time I call this billing office, they keep you on hold for thirty minutes to two hours with no resolution. I now discovered that the $130 payments that are being deducted from my checking account are being coded as if my insurance company BCBS is making the payments and not me. In addition, there is a discrepancy of $153.73 which I have absolutely NO CLUE what this is about. The ******** practices of this office are criminal. I am a senior and have even worse eyesight after the surgery and now have to deal with this issue. I want a forensic audit of my account and a refund of $1,147.97 (based on my Silver Cross Invoice dated 4/5/2024 @$432.32) or a refund $994.24 (based on BCBS EOB @ $586.65). Still not sure which one is correct.Had this ************** waited for my insurance company, they would have seen that the patient's responsibility was no more than $600 for out-of-pocket expenses. I have uploaded a copy of all documents I feel could help resolve this matter. I have called ten times and still NO ONE can or will help me resolve this, so you get frustrated and hang up. The last person I spoke to was Supervisor name ****** on 8/2/2024 and she was absolutely useless. Hoping you can assist.

  Business response

  08/06/2024

  Please see attached.  Thank you.  

• Initial Complaint

  12/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My family visited Silver Cross Hospital ****** care several times in 2023, beginning June 7th. Since the first visit I had been expecting a bill to receive a bill by mail; however, one never arrived. My wife works for the hospital in a different department and we have our health insurance through them. They offer some type of home provider discount with our plan and we've heard that home provider bills are often just waived. Without receiving a bill, we just assumed this is what happened. However, almost 3 months after our last visit in December we received two statements, one for each of our children indicating charges for each of our visits. Upon receipt I attempted to pay online, but was unable to. I then called the help number on the statements to find that the majority of these balances had been moved to collections before we had ever received our first statement in December. The help line claimed their system showed they had previously mailed us 5 billing statements for each of our children, to our correct address. That's 10 letters they claim to have sent to our house which we never received. It seems impossible that ********************************************** erroneously discarded by my wife and I, especially since we had been anticipating their arrival.

  Business response

  01/08/2024

  Please see attached. 

  Customer response

  01/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is minimally satisfactory as they appear to have corrected the subject accounts. However, they provided no explanation as to how a situation like this could have occurred outside of continuing to implicate that it must be our fault despite anticipating bills. Their investigation seems to have consisted of simply asking the third party billing company about their records, something which provided no new information. In any event, I do not have the resolve to fight this further at the current time. I hope this does not happen again.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was seen at the hospital July 3rd. Over a week had passed by and my results were never sent to my doctor as requested. After numerous phone calls the hospital was unable to find my results and stated that I never showed up. After numerous transfers they were able to find my lab results and they sent it to my doctor. They are now not releasing my lab results without me having to go in person again. I already drove 30 min and presented all my identification to the front desk and was told my doctor and myself will have access to the online portal with my results. My own health records should not be withheld from me; I should not have to sacrifice and waste more of my time to battle getting my own medical records. This is very unprofessional and have never encountered such an experience at a healthcare facility. I should not have to jump through hoops to have them locate my lab results and then do the same in order to get a copy of them.

  Business response

  07/28/2023

  07/28/2023
  
  To:  Better Business Bureau

  
  RE:  Complaint ID:  ********
  
  Hello,

  The above referenced complaint was reviewed and investigated.  This patient appears to have been to our hospital for only one encounter total to have an *** completed on July 3rd, 2023.  I spoke with the patient and her daughter (who filed the complaint) and was translating for the patient.  She confirmed that only an *** was done here.  It was communicated by them that the physicians office did not timely receive the *** result but that the patients daughter did confirm that when she spoke to someone, it was faxed again to the physicians office, and they were in receipt of the verified ***.

  The *** was read and verified that same day by one of our Cardiologists.   It was confirmed by our Outpatient Testing that the *** was faxed to the ordering physicians office (as this physician is not on staff at our hospital) that same day after it was verified.  This is our normal process and done with every *** ordered by not-on-staff physicians. 

  Related to the concern regarding portal access, and through my discussion with the patient and her daughter, there was an apparent miscommunication which led to their perception that the information would be made available on the portal without the patient actually having signed up for portal access.  Currently, cardiology documents, including ***s,are not able to be pushed out to the portal.  We are working with the patient and her daughter to ensure that she has a copy of her *** for her records and assisting with getting her portal access for any subsequent visits. 

  We are humbled with negative experiences are shared from those that entrust their care to us.  When given the opportunity to do so, we will make every effort to improve our organization. I have shared the concerns expressed with our team to make positive changes to improve communication with patients and families and ensure that patients who desire to utilize our portal are able to get the assistance they need in order to register. 
  

  Thank you for the opportunity to respond to this concern. 
  
  *******************************
  Director, Risk Management

  Customer response

  08/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this urgent care due to an issue with my throat involved with intense pain and difficulty swallowing. I was accompanied by nurse practitioner ************************* and there was a lack of compassion and empathy with my healthcare and concerns. I called them repeatedly to see if they would help me further and was their response was uncaring and stated there was nothing they can do. I want my experience to be shared and known. And just want Silver Cross to be aware of the type of care their team members are providing. If youre going to be a healthcare provider, then provide health and care.

  Business response

  06/09/2023

  Please accept this response for the complaint #********.

  Sincerely,

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

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This compliant is for Silver Cross ************* at ***************************************************************** On 9/18/2022 my son 3 year old son ************************* was having emergency breathing issues. When I went to the Silver cross ** in **** Silver Cross Blvd, *********, ** the worker at the check in desk said that wait could be up to 12 hours. I felt that this was not something that could wait that long so I drove to the Silver Cross **************** at **********************************************************************. They promptly saw my son & stabilized his breathing condition with steroid treatments. After 4 hours in their room the doctor said they wanted to transfer him back to Silver Cross Hospital at **** Silver Cross Blvd, ********* to stay for observation. I agreed until the Dr said my son had to take an ambulance there alone. My son was already frightened with the whole ordeal. (The nurses at the ********* center stuck him with an IV need 3 times. The 3rd time even though he was screaming in pain they forced his arm into a splint & wrapped it until he cried himself to sleep. When he woke up still crying in pain they checked the needle to find that they inserted it incorrectly yet again, causing his arm to ***************** The doctor kept insisting he must be taken without a guardian in an ambulance for a 20+ min ride. I felt very uncomfortable & said I am able to drive him myself to the hospital. My son was going to the hospital for monitoring not an emergency, he was in a good stable condition. The doctor said that if I choose to drive him myself I would have to wait in the ** again & repeat the entire process (at 4 am) & I would also have to sign a paper saying that I am denying the Dr's advice. They ended up letting me ride to the hospital in the ambulance with my son. Afterwards I received a $1,980 **** from the private ambulance service. I was not aware that the ambulance was through a private company. I feel that Silver Cross is running a scam to force patients into unknowing private services.

  Business response

  02/16/2023

  I have had time to investigate and wanted to provide follow up for complaint/case #******** involving *************************** and her minor child.  The complaint revolves around care given to her minor child.  Due to HIPAA laws, I am unable to provide any specifics regarding the care of the minor child.  However, we will attempt to work with the mother regarding this matter.

   

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

• Initial Complaint

  04/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had two ultrasounds done at Silver Cross on September 22, 2021 and October 7, 2021. The first test was $698.00 and the second test was $2,794.00. When I scheduled the test I was informed by the people that scheduled both tests that my Blue Cross and ********************* would cover both tests for sure. A few weeks after the tests I received a statement from Blue Cross and a **** from Silver Cross stating they would not pay a ***** of both bills. After much dispute with Silver Cross billing department I charged a total of $3,003.40 on my credit card. I would never have had my tests done at Silver Cross Hospital if I had been informed by their staff that they would not cover these tests. I am still in shock. I feel Silver Cross should have covered at least 80% of these costs.

  Customer response

  02/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

*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. ↩