The level of incompetence is concerning… I was admitted with what I was told was food poisoning in February 2018. My husband and 2 year old (who ate the same thing) were having similar symptoms so they were also treated in the ER and my husband was admitted. My attending physician would tell me she was submitted orders, but then after waiting for 4-6 hours for the medications I would ask the nurse. I was told on two different occasions by two different nurses that this particular physician does not submit orders until she has completed her rounds. We were also told when being discharged, that we would receive our test results within 2 days. After waiting 2 weeks we call and found out that we never actually had food poisoning, which we would have never known if we hadn’t called.
After claims were complete in April 2018 I called and opened a formal complaint with the risk manager. I was told that the physician waiting to submit orders was against policy. She told me our accounts were placed on hold and I should hear back in about two weeks. Once month later (I still had not heard back) I received a final notice for our accounts. I called the risk manager and left a message. I then received a voicemail back regarding my grandmother’s missing bracelet. Obviously the wrong patient… When I called the risk manager back and told her my complaint had nothing to do with my (deceased) grandmother she said she would have to look into this and call me back. She called back explaining that our paperwork had been placed in another patients investigation folder so the account was taken off of the hold and the investigation never took place.
We received a letter in the mail 3 weeks later stating that the investigation was complete and the level of care was deemed acceptable. We were also notified in the letter that the hold was being taken off our account. Today (one week after receiving the letter) I went online to make a payment for our account and received an error so I called only to find out that our accounts were sent to collections the same day that we were notified that the investigation was closed.
he level of care we received during our stay and service since has been completely unacceptable! So much time has been wasted, incorrect information has been provided and then we were incorrectly sent to collections… We will drive a little further for better care next time!