St Luke Community Hospital
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feedback about St Luke Community Hospital
Ethical issues with the Coding and Billing of this hospital. They also are very quick on putting bills into collection and not notifying client after they have billed insurances. Ex: ER visits that are coded as a LEVEL 4 when patient went in for pain and puking. The highest level for an Emergency is level 5. Patient had insurances for both ER visits - 2 Insurances on one of those visits. Both ER visits are adding up to 5000.00 after insurance paid there part. Patient had no protrusions, no surgeries, not involved in a car accident, limbs are intact, etc. Dr spent 5 minutes and the nurse provided Torodol along with anti-puking med, and fluids that was coded at a LEVEL 4.....Took an act of wills to get this patient to go to go to the emergency room from family. Person's will resist it to the point they can't anymore....
Note- If the mail does not get returned to hospital they assume patient or "someone" received the mail/bill... Everything is now in collections - bill was in 2014 - and patient is just receiving knowledge based on collection agency taking lump sums of money out of checking account. Patient had no clue of bills - and received no notification nor was served by a person or agency.
St. Lukes Community costs of providing services is astronomical in comparison to other hospitals with competition for medical services. During an emergency they do not break down the cost for blood tests - and the lay person/patient has no idea the costs of what will be billed to get care nor what the insurance will cover. I would not recommend this hospital to anyone based on COSTs and Monopolizing the people of this community. It's not the employees or the people that work at this hospital it's how they literally screw people with wrong coding and billing costs.
I am not someone to typically write a review, but the amazing customer care and follow up of one hospital employee was so over and above that it should not go unmentioned! The reason for 5 stars is specific to one "stand out" employee. We don't know his last name but "Jeff" from the imaging department took a situation where there were repeated errors, repeated loss of information falling through the cracks and no return calls for days, etc. from clinic and other departments and made it right. My husband has coronary artery disease and the stress was mounting while waiting for results. Not only was he proficient and professional in conducting testing but made multiple calls on our behalf to ensure we found out as much as he was allowed to relay to us.
We did not have to spend another weekend with zero information on his heart because people were "out" of the office. Jeff, we THANK YOU and St. Luke's is very fortunate to have someone like you looking out for patients!!
Only because I cannot give no stars. My fiancé went to ER for bronchitis they preserided her Antibiotics and then said if it makes her vomit to come back and they will give her zofran to help with that. She ended up throwing up the antibiotic called and told them and asked if she would be charged for another ER visit. She was told no and just come in and they will hand her 2 of the zofran to help with the vomiting. She did not sign any paperwork for being treated or billed again.
My fiancé received a bill for the first ER and paid it 5 months later got another ER visit bill for the same date. Find out it was for walking back into the ER for the zofran was another ER visit. Glad I didn’t leave my coat there or something they prob charge me too.
They provided care for my mother, who was insured under Blue Cross Medicare Advantage and has been deceased as of December, 2017. Blue Cross MA has paid them for amounts that St Lukes correctly bllled for and per the insurance statements, St Lukes was only supposed to bill my mom for copays and write off the remainder. Other items St Lukes submitted incorrect billing codes for and hadnt been paid for. They incorrectly sent bills to my mom for everything not paid for by the insurance and failed to credit her for payments she did make or rebill using correct billing codes. I have written letters, and spoken to people in their billing departing who admitted they switched to a new billing system and things are messed up. In February 2018, in writing, I requested for an accounting per the Medicare payment statements, that they recognize all the copay my mom already made that aren't being recognized in their system, and that they rebilll with the insurance for disallowed amounts using the correct billing codes suceesfully used by St Pats and St Josephs for the same services. I was assured they were looking into it. Today, September 18, 2018, i received a letter indicating that they sent the bills to collection and i haven't recieved an accounting from them and they haven't recognized the payments my mom made before she passed.
I love St Luke, they have the best doctors, staff and nurses. the radiology department is always friendly. I always appreciate a compassionate health professional, it shows they are indeed there because they want to be there., your health your concerns become their concerns and it shows.