Sutter Medical Plaza/Natomas

This is a Physician office complaintThis was sent to me in errorI manage the hospital'acility Complaints..Please forward to correct party

I have contacted patient and left a message to return my call to apologize for her experience in my care center and advise our action planI have met with
Angelina Patient Service Center Liaison to correct and improve our ADA workflowCurrently we had in place our language interpreter workflow However with in that process there was not a clear guideline /indicating hearing impaired needs and direction for patient service rep to followWe have a contract with Eaton services and they require 24hours notice for scheduling Our liaison and upper management are in the process of designing a workflow for these services

This is a Physician office complaint. This was sent to me in error. I manage the hospital'acility Complaints..Please forward to correct party.

Review: I made an appointment at this doctors office for a yearly "covered" physical. I waited 6 weeks for the appointment. When I checked in, I advised I was there for the physical. When the medical assistant took me to the exam room, I advised again I was there for the physical. When the doctor came in and introduced herself, I again advised I was there for the physical. We established care by her first reviewing my medical records and ran out of time. The doctor asked me to make to come back so we could resume the appointment-so I made an appointment. Between the time I was able to come back and the initial time I was there, I received notification of the claim against my insurance that the visit was not billed as a physical and I was responsible for the full visit, billed at $294. I had to cancel the upcoming appointment because I could not afford it once, let alone twice. The billing is unethical. Anywhere else, if you were asked to pay for an agreed service for something completely different, the matter would be resolved. I dont feel this has been and is unjust. Meanwhile, as a long standing Sutter patient, I am left with a half of an appointment and a full bill. I have since asked for a review, emailed the CEO, applied for their charity program (which I financially qualify for) and was denied due to me having insurance. (One of the options for applying is for having a "high cost deductible insurance" which I do! I have previously been admitted to this program when I also had insurance. I dont understand.Desired Settlement: I would like a follow up appointment to complete the original appointment and the whole matter billed appropriately. If this is not fees able, I am willing to negotiate the bill-but I am not paying the full amount-and I will no longer be coming back as a Sutter Patient. I have a PPO and can "go where I would like." However, I have a longstanding relationship as a Sutter Patient and would like to stay and see Sutter do the right thing.

Review: I have pneumonia for a while and I'm starting to feel better. My doctor wanted me to come back and check again in two weeks. So, my appointment was made and only available in 3 weeks later. I made a request for American Sign Language (ASL) interpreter for my DR appt. Also, before my appointment, I called DR office to check if they can confirm that I will have an interpreter. They confirmed. I showed up on time and there is no interpreter at the time of my appointment. My DR knows and apologized but that happened again and again like last time I talked with my doctor through typing on notes to communicate. I prefer to use ASL to communicate.Desired Settlement: I just want to see that they provide better service for deaf or hard of hearing people and make communication accessible for them.

Business

Response:

This is a Physician office complaint. This was sent to me in error. I manage the hospital'acility Complaints..Please forward to correct party.

Business

Response:

I have contacted patient and left a message to return my call to apologize for her experience in my care center and advise our action plan. I have met with Angelina Patient Service Center Liaison to correct and improve our ADA workflow. Currently we had in place our language interpreter workflow . However with in that process there was not a clear guideline /indicating hearing impaired needs and direction for patient service rep to follow. We have a contract with Eaton services and they require 24hours notice for scheduling . Our liaison and upper management are in the process of designing a workflow for these services.