ComplaintsforJPS Health Network
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I spoke to JPS billing at the beginning of the month and was told somebody would call me back after reviewing all bills from September 2023 until now. No one has called me as of today. JPS has been double-billing me: one bill is for my copayment at the doctor's ******* and the second bill is for the same day. JPS is charging me the full amount for the hospital visit as a second bill for the same visit, even though I did not see any doctors in the hospital, only clinics, which is what the first bill/copayment is for. Moreover, some of the same codes used for hospital visits are being charged differently for different days at the same facilities.Additionally, I made copayments at the time of the visit, but they were never applied to the correct visit.My insurance told me I should only be paying the copayment to visit the doctor, and they don't understand why JPS is double-billing for regular doctor ******** have set up an authorized representative to talk on my behalf with JPS at the beginning of the month.Business response
02/21/2024
The patient accounts have been reviewed to confirm accurate. The patient was notified that there is a possibility of more than one bill (facility and provider) in the general consent that was signed 10/2023. The patient was informed of the financial assistance process and encouraged to apply. Resolution has been provided to the patient.Initial Complaint
12/07/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I had surgery done to remove my left eye.Before this surgery was done the opthamologist surgery personnel explained to me that I could have my eye removed because of the pain I was dealing with and have a prosthetic eye put in.After having my surgery done now they have sent me somewhere else for a prosthetic that I'm responsible for paying for.Never once did the surgical staff explained that I would be responsible for paying for my prosthetic eye once it was removed.If I knew that there is no way I would have had the surgery.So now I am very upset with the surgery staff and I need to find out what I can do to have my prosthetic eye put in.I contacted the surgery specialist department on multiple times and no one is returning my calls.Business response
12/14/2023
The complaint has been escalated for review and resolution. An update will be provided once a determination has been made.Initial Complaint
09/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Due to HIPAA only so much can be listed. JPS is a law suit waiting to happen. Day 5 without prescription filled and getting a run around. No one knows what they are doing and keep getting cross information. I have made several phone calls and messages and still no medication refill.Business response
09/26/2023
Thank you for your feedback. JPS values its relationships, takes all feedback from patients and families very seriously, and uses that feedback to enhance the care we provide.
The customers concern has been addressed. We sincerely regret the experience may not have met expectations.
Should the patient need further assistance, members of the ********** of ******* and Family Experience team are always available to help. They can be reached at ************************************.
Initial Complaint
06/29/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am extremely dissatisfied with the service provided during my wife's prenatal appointments at your facility. These appointments, intended to ensure the health and well-being of both my wife and our unborn child, have instead caused unnecessary stress, discomfort, and frustration.Our initial experience involved an hour wait before my wife was seen. When the need to reschedule her second appointment arose due to a work conflict, she was met with incompetence and lack of consideration. She attempted to reschedule three times over the phone; however, on all occasions, she was either put on hold for an over an hour and subsequently disconnected, or told that rescheduling was not possible due to either the appointment or access. This resulted in the loss of the appointment and a forced wait until the next month for another. For the third appointment, the issues continued with my wife waiting for two hours before being seen for what turned out to be a 15-minute visit. In addition, the check-out process took another hour. The ultrasound that was supposed to be done was reschudeled because the room was unavailable. This appointment also involved another hour 25mins of wait just to get redirected to a glucose test. Both times, she saw numerous staff members idling and chatting while she was left waiting.To exacerbate matters, during her last visit, she was left alone in an exam room while the staff celebrated an event, leaving her feeling ignored and neglected during a time that should be filled with care and support. My wife is bearing this burden mostly alone, as I am currently deployed and unable to offer in-person support. On each occassion i had to stay up late(due to time difference where i'm located) during her appointments just to support her.I find this level of service extraordinarily dispeakable. Expectant mothers require special care, and it is highly inappropriate to keep them waiting for extended periods without food or drink.Business response
06/30/2023
Thank you for your feedback. At JPS, we value our relationships with our patients and take all feedback from patients and families very seriously to enhance the care we provide.
Based on research, it appears this patient arrives early for her appointments. We have re-educated our front desk staff to communicate to patients their appointment times and keep patients informed of any delays while they are waiting to be seen.
For appointment scheduling, the Access Call Center has been given updated information on who and how to escalate for appointments and is involved in a process improvement plan to reduce hold times.
In an effort to reduce patient wait times, an ongoing review of provider and staff schedules occurs frequently.
The patient may have overheard or seen some staff supporting our resident providers as they completed their last appointments in the clinic. Although this is an exciting time for these providers, we recognize the frustration this may have caused, and will work with staff to identify appropriate, alternative forms of observing these occasions moving forward.
We sincerely regret the experience may not have met expectations. Should the patient need further assistance, members of the ********** of ******* and Family Experience team are always available to help. They can be reached at ************************************.Initial Complaint
03/29/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
My complaint is that it is taking a long time to get refills approved. My pharmacist says that they always have problems with JPS full filling refill requests. I'm out of meds and soon out of the rest of my meds. I have called and left messages, my pharmacist has requested more than once for refills. I have sent emails thru my chart asking to refill my meds. I finally received an email yesterday late afternoon saying to h.g Ave the pharmacist send a refil request. It's like they ignore our messages. This is a no no, they need to understand that we live thru our medications.Business response
04/07/2023
Thank you for your feedback. JPS values its relationships and takes all feedback from patients and families very seriously and use it to enhance the care we provide.
The patients requested medications have been refilled. ******* was contacted with education to regularly see her PCP and is good with refills until her upcoming appointment in June.
We sincerely regret the experience may not have met expectations. Should the patient need further assistance, members of the ********** of ******* and Family Experience team always available to help at ************************************Customer response
04/13/2023
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.
Regards,
***************************Initial Complaint
12/20/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Ive had nothing but problems with its comes to Jps Im always trying to get in contact and always get a *********** to get some type of help.. Im always sending messages and theyre always extremely late or no answer at all its all on file I use my chart frequently! Here it is Im trying to get my clearance paper signed by my primary **************** I went in the office last week myself personally still nothing Ive been trying to get cleared to get my surgery on my ankle thats very much needed its causing a lot of inconvenience Im my everyday life please can someone help me get this process going faster please.. Ive had nothing but problems and rudeness from Jps .. Im always advocating for myself because I dont feel security or like Im a priority!Business response
01/05/2023
The delay in paperwork completion was due to the providers work schedule. Once provider returned as scheduled, she completed during her admin time, after a phone call with the patient.
We do regret the experience may not have met expectations. JPS values its relationships, and we take any and all feedback from patients and families very seriously and use it to enhance the care we provide.Customer response
01/06/2023
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.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
6 total complaints in the last 3 years.
2 complaints closed in the last 12 months.