Thedacare, Inc. Wisconsin

So, after being on this new anti-pressant for 1 1/2 weeks and feeling very depressed 3 out of five days I called back ThedaCare Internal Medicine who prescribe it on Saturday. I ended up talking to a nurse and when she asked me the standard depression screen questions I would start crying, be unable to talk and eventually hang up. After this happened a couple time I went in the another room (away from my phone) to calm down. They sent police to check on me. I answered after that when they called back and she paged a ThedaCare Internal Medicine doctor 11:30 am WHO NEVER CALLED ME BACK! to let me know if I should discontinue the anti depressant or ? It is the next day now and NO ONE from ThedaCare has called back. I did not take this medication yesterday because I was waiting for the doctor's advice.

I asked for a new prescription to go back on anti depressants because ThedaCare wouldn't give me an anti-aniexty med without signed agreement & radom drug tests (that I may have to pay for). One week later feeling suicidally depressed I called ThedaCare behavioral health Neenah and told them I started on an anti-depressant and I'm much wose a week later. She didn't ask my name. Said they couldn't assist me if I'm not a patient of theirs (I actually did see them and few months ago and am on a waiting list for ThedaCare behavial health therapy. Said I would have to call the doctor who prescribed it. I hung up.

I wanted to get my teen son screened for high functioning Autism & depression. Short depression screen was done but no results given to us (I wasn't told what it was for even). Said he doesn't have Autism cause he doesn't hurt animals, did his pediatrician think he had Autism? Why didn't you get him a IEP etc. (my son has had one since 6th grade-he is 17 now). He diagnosed him with Oppositional Defiant Disorder during this one 15 minute appt despite there never being anything in his record about that. It was in my son's online record after this visit also but the record of the visit has now been altered quite a bit (a month later) & now says "seems like he is oppositional that can be part of his ADHD". I wasn't notified this was changed or that he changed his mind. After more research, I think what my son actually has is Pathological Demand Avoidance which is often associated with high functioning Autism. We were both tramatized after this visit (my son & I) and charged over $400.

ThedaCare Internal Medicine Encircle - My doctor retired there. He was an ok doctor. I rarely saw him because they became short of staff and I always ending up seeing the nurses. Honestly, they are scaring me now with the level of care there. They have a new policy in 2017 (although they still gave me . med without signed policy/drug test in 2022) I recently got surprised by this when I asked for my . med to refilled. I had to make an appt. I've had a prescription for 20 years and never been drug tested or misused or . . . I rarely took it and mostly to help me go to sleep at night. I've never even used an illegal drug in my life (in my 50s) I was told if I didn't get the drug test/sign the form right then & agree to get regularly drug tested then I would never be able to get this prescription from them. I left without it. I've since learned part of this agreement I wanted to take home & read states insurance doesn't always cover these random drug test & you will pay for them if they don't (300 dollar each I think)

On July 22nd I went to urgent care in Appleton. A nurse came in verified my name a dob and I told her I was having a hard time breathing, she ordered a nebulizer and blood draw and left the room. A few minutes later another person comes in with 2 shots, and I told her I didn’t know I was to get any shots. She proceeded to log into the computer and a guy named Andrew came in with my nebulizer and blood draw, he asked my name and dob, and I told him and the other girl said no that’s not Deborah it’s Sarah. I said no I’m Deborah, at no point did she ask my name and dob. When Andrew came in and verified who I was she grabbed the shots and ran out. She was going to give me shots that were for someone else. This is totally unacceptable.

Colonoscopy is costing me over 5000.00 dollars (1950.00 for the Doctor) and (3500.00 for the facility) This is outrageous for a procedure that was less than 3 hours. Thedacare will not return my request(s) to talk to someone about reducing these charges. They don't care about people and the struggles we have. They just want their money.

Health is top priority for me. I was concerned when a doctor suggested that I may wish to see a cardiologist. I scheduled an appointment with a Dr. Selke and my experience was terrible. He was very rude and disrespectful. His mannerisms were very unwelcoming. At one point, I had to tell him that there was no reason to be disrespectful. Obviously I would not return to this doctor and have scheduled with another facility. I did mention his poor disposition to the nurse that came in the room after he left. She was very kind and considerate as she could see discontent on my face. For that matter, I need to add that I am impressed with my other doctors at Thedacare. I have never had an experience such as this.

I was referred by my PCP to see Dermatology for some crawling, itching and sores on my skin that came on abruptly; when I went into the room, the nurses continued to ask about the "rash" I was being seen for... I never had a rash or described any form of rash, so I'm curious where this "rash" info came from... When the Dr came into the room, her first words to me were "so whats going on w the rash on your chest?"
At this point, I am slightly flustered, as there has been ZERO rash described, listed, etc...
When I explained the feelings of something crawling/moving in my hair and on my body, she had spent a whole 5 seconds looking in ONE small area of the back of my hair. I explained to her that the majority of the feelings on my head were around the hairline of my face; she wouldn't even attempt to look.
Her examination of my "body" also consisted of all of 5 seconds, with the attitude and demeanor that I was obviously delusional or crazy.
It was clear that she had her "diagnosis" before she even walked into the room and saw me for the first time.
After her so called exam (if you could even call it that) she said it was dandruff...?!
I looked at her and said "Dandruff?! So dandruff moves around in my face/hairline and around certain areas of my body?!"
She wouldn't even make eye contact with me at that point, and even mentioned my "crawling sensations"... I looked at her and said "what I am experiencing IS NOT crawling SENSATIONS, it is something actually crawling.
I am a sain, middle aged, educated, respected woman who drives truck over the road, hauling livestock for a living. I literally deal with animals everyday, all day, and in every state in the US. I am not a drug user, and have had 2 random drug screens already this year for my CDL, which is standard for the DOT. It is clear that I am a drug free, sain woman, as I hold an active Class A CDL.
I had been off of work for 3 weeks at that point, due to the severity of the symptoms I was having, and the extreme discomfort was debilitating enough to put me off of work.
The fact that she would not even give me a thorough exam, and take my symptoms seriously is absolutely uncalled for.
I had gone in seeking medical treatment for a real, extremely life-impacting medical condition, to be basically be written off before I was even seen.

I am fortunate enough to have a friend of the family, whom is a dermatologist, ACTUALLY give me a thorough exam, and listen...

DEMODEX mites

After researching these mites, it is mind-blowing to me that this so-called dermatologist could not connect the dots.
I had explained during my initial so called "exam", that I was experiencing this crawling around my eyes, eye brows, ears, nose, etc... Demodex mites are literally the #1 thing that pop up searching for my symptoms.

*What happened to the day where people became doctors, nurses, etc.. because they actually WANTED to HELP people!?!?!?
It saddens me that having a career in the medical field, in this day in age, is revolved around a paycheck, vs WANTING to make difference in helping people with medical needs.

My husband and I went to see "Dr" Nancy in the Black Creek clinic. She insisted we come to the office to keep our regular medicine going-we have underlying health issues. Everyone, patients and staff had a mask on except for our "doc". She said we passed the door test. I asked about folks who don't show symptoms but she didn't answer. She said she thinks there's too much hype in the media. Shouldn't they be setting an example to keep people healthy? We are currently looking for a new doctor. We feel our life feel threatened. Not thrilled.

Thank you for your letter dated September 19, that I received todayI am very sorry to hear of [redacted] ',; concerns regarding the billing for her colonoscopy.We take all letters expressing concerns seriously, and I have asked [redacted] , our quality coordinator, along with *** [redacted] , practice administrator of ThedaCare Physicians Waupaca, to Investigate these observations and to be in contact with youThey will also provide me with a follow up on both their findings and actions that might be taken.Again, thank you for sharing this information with usAs required, [redacted] will be in contact with you.Sincerely, [redacted]

Thank you for your email below As a follto the attached patient complaint, I spoke with Ms [redacted] and her husband on Monday, October 20th at 5:PM and again on Friday, October 24th at 2:PM TheFriday call also included our Coding Analyst, [redacted] who had been involved in Ms [redacted] ’s initial complaint After a review of the services provided both the led up to and included the pre-procedure and procedural services she received at Dr [redacted] office We did reach satisfactory resolution to Ms [redacted] ’s complaint during our call on Friday, October 24th I apologize that I was not aware that I needed to make a formal follresponse regarding our resolution I would be happy to write a follletter summarizing our resolution &/or contact Ms [redacted] if she needs to follwith the Revdex.com regarding our call and resolution to her complaint Please let me know if there is anything else I need to do for closure on this issueThank you, [redacted] Practice AdministratorThedaCare Physicians - Waupaca [redacted] [redacted] *** [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me [redacted] said I was to return the commode to the Oshkosh store and a check for the refund of $would be issued and mailed to meSome of the information written on their internal notes and their response to Revdex.com was inaccurate Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
July 2015Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I filed a complaint on 9-19-I recieved a letter dated 9-26-14, where it was stated *** ***, quality coordinator along with *** ***, practice administrator of ThedaCare Physicians Waupaca would investigate and contact meTo date, I have not heard a word from them! Nothing, to my knowledge, has been done to rectify this situation.
Regards,
*** ***

It is the practice of ThedaCare At Home to follow the compliance guidelines set forth by each customer's insurance company for rental paymentWe educate our customer's at the start of their service of compliance requirements specific to the service/equipment they receiveThey are provided with a copy of their service agreement, applicable documentation and acknowledgement forms with their signature• We have signed documentation of reviewing and educating the customer on his insurance company's requirements for payment at the time he was initially set up with the equipment in April It is the customer's responsibility to follow their insurance company's guidelines for use in order for their insurance to pay for the rentalIf they are unable to, they can choose to return the equipment, or pay privately for the rental.With all our rental customers, we take into consideration any unusual circumstances that may hinder their ability to follow their insurance guidelines and are able to, and did, pause this customer's rental obligations until he was able to requalifyfor insurance coverage in March • We have documentation of multiple contacts (starting with the initial notification in April 2014) with this customer to help him understand his Insurance company's requirement for paymentAt any time the customer could have either complied with his insurance company's requirements for payment or returned the rental equipment in order to avoid being responsible for the rental of the equipment• The customer was not in compliance with his insurance company's requirements until May Considering the apparent peed for this equipment we make every effort to assure that the patient receive the coverage that their plan allowsDespite our best efforts to educate him on his coverage requirements, we do see documentation within his medical record from other healthcare providers, disputing the need for the follow up actions we had requestedWe speculate that this discrepancy may have lead to confusion and the subsequent reluctance of our customer to proceed with the steps we had outlined.Because of the challenges this customer encountered in his efforts to comply with his insurance company's requirement, we have chosen to refund his payment as requestedWe will however be notifying the customer that should he fail to comply with his insurance company's guidelines going forward, we will have no option but to direct all subsequent charges to a private pay status until insurance requirements can be metHe may either contact his insurance plan or our office should he require clarification related to the ongoing coverage guidelines for this equipment.Sincerely,*** ***

Background: Patient went to ThedaCare At Home Oshkosh on Monday 7/17/17 and purchased a “commode standard folding adjustable height” and was charged under the cash account “88888.”  Writer found the ticket and it stated twice that the item would not be returnable (order #[redacted]). ...

This item was privately purchased for $92.90.Solution: Customer will return commode and ThedaCare At Home will refund the customer $92.90. Customer is agreeable to this decision.See attached internal complaint form used to document the situation and resolution.Please let me know if you have any additional information you need from ThedaCare At Home Best Regards, [redacted]
Manager, DME Operations and Intake  CONCERN/COMPLAINT FORMDate Filed: 7/18/2017Patient Name: [redacted] Phone: 920-385-0970 PT DOB: [redacted]Person Reporting: patient Phone: If other than patient, relationship to pt: Complaint received:   ?In- person x?Telephone ?Mail (attach)Complaint received by: [redacted] LovejoyPrimary complaint: (check only one)? Timeliness ? Product Quality ? Clinical Quality? Customer service ? Product Satisfaction? Billing ? Property Damage x? OtherService line:? Skilled Care? Home Infusion? Resp/Sleepx? Retail? Hospice ? Clinical Office? DME ? Business OfficeSituation (Description of Complaint):  Patient called into DME intake, spoke with [redacted] and [redacted] forwarded the call to writer ([redacted] Lovejoy).  Patient explained that she was into the Oshkosh retail store yesterday 7/17/17 and purchased a “toilet seat riser.”  She was told that it would fit a round toilet and was informed that there were no returns for the product.  Patient took the Commode standard folding adjustable height seat home and states that it does not fit her toilet.  She states that she had the commode over the toilet with the splash guard and the opening of the commode went over the rim of her toilet.  She then took the back bar off in hopes to have seat go back and the opening of the commode still was not directly over the toilet seat, she could see the rim of the toilet through the opening.  Writer explained that TCAH has a policy that bathroom products are non-returnable and she insisted multiple times that she was told that the product would work for her toilet and it does not.  She stated “ThedaCare can take the loss more than I can.”  Patient stated that she would be willing to donate the commode or ThedaCare At Home, but she wants her $92 back.  Writer informed patient that writer needed to review with another leader and would get back to her before 4pm today.Patient called back indicating that she looked at the book that came with the commode and it has a picture of a round toilet seat and she feels that the picture is the incorrect one for the product as it does not fit a round toilet seat, she states “it clearly should be for an elongated toilet.”  Writer informed her that writer discuss concern with immediate Supervisor who requested this be escalated to manager [redacted] who will be back in office on Monday.  In agreement with writer or [redacted] contacting her by 5pm Monday 7/24/17 with solution.Signature: [redacted] Lovejoy Date: 7/18/2017Background (What factors contributed to the complaint): Patient went to Oshkosh location on Monday 7/17/17 and purchased a “commode standard folding adjustable height” and was charged under the cash account “88888.”  Writer found the ticket and it stated twice that the item would not be returnable (order #[redacted]).  This item was privately purchased for $92.90.Signature: [redacted] Lovejoy Date: 7/18/2017Recommendation (Determine factors causing defect – Root Cause Analysis): Signature: Date: Click here to enter a date.Concern/Complaint: X Resolved Open ? Written response mailed to pt (w/in 48 hours) Manager Signature: [redacted]l Date: 7/25/2016Narrative: 7/24/17, Writer, [redacted] spoke to the [redacted] about the commode purchase she made on 7/17/17. Writer asked [redacted] questions about the product fit and what was not working appropriately from [redacted] perspective. [redacted] explained she had a toilet in her home with a round toilet seat and the commode splash guard did not fit within the dimensions of the toilet. Writer explained he wanted to exhaust all options because per the WI Adm. Pharmacy Code 1.13; prohibits the return or exchange of any sickroom supplies or personal hygiene items including bath aid items. Writer suggested setting up a time for a TCAH technician stop by [redacted]’s home, at no charge, to look at the fit and bring an alternative splash guard and a different commode style to see if that would solve the issue. The alternative splash guard is 2” longer in length and is more coned/cylinder shaped which could allow for a better fit. The toilet seat on the commode has a 10” x 8” opening and the overall seat is length is 16.5” and the overall width is 13.5”. The alternative commode was a different style. [redacted] said she would think about this option and get back to me. Writer could not guarantee [redacted] a refund if the new splash guard option or other commode did not work but the writer did assure [redacted] that we would do everything we could to solve the problem for her. [redacted] indicated she would think about this option and get back to me. 8/1, [redacted] left message with writer she did not want a technician to come to the home. 8/7, Writer left message for [redacted] to discuss options and next steps. TCAH is going to credit the item ($92) and donate to a hospice program. 8/7, Writer receives notification email of a Revdex.com of Wisconsin customer complaint from [redacted]. Writer will prepare a response and continue to reach out to customer for possible solutions. 8/8, Writer called [redacted] and left a second voicemail 8/8, Writer call [redacted] and was able to talk to her. We spoke about why she did not want a TCAH Technician to come to her home. She purchased another commode from Walgreen’s and it fit and works. I explained again we wanted to come to the home to see in person the fit issue so we could find other alternatives/options for her. We had a different style splash guard and a different mfg commode to try as a replacement. These options would have been at no charge to the customer. Because the customer found and purchased another commode, TCAH is still going to credit her $92 and donate the commode to a hospice program.

Thank you for your letter dated September 19, 2014 that I received today. I am very sorry to hear of [redacted]',; concerns regarding the billing for her colonoscopy.We take all letters expressing concerns seriously, and I have asked [redacted], our quality coordinator, along with [redacted]...

[redacted], practice administrator of ThedaCare Physicians Waupaca, to Investigate these observations and to be in contact with you. They will also provide me with a follow up on both their findings and actions that might be taken.Again, thank you for sharing this information with us. As required, [redacted] will be in contact with you.Sincerely,[redacted]

Thank you for your email below.  As a follow-up to the attached patient complaint, I spoke with Ms. [redacted] and her husband on Monday, October 20th at 5:30 PM and again on Friday, October 24th at 2:00 PM.  TheFriday call also included our Coding Analyst, [redacted] who had been involved in Ms. [redacted]’s initial complaint.  After a review of the services provided both the led up to and included the pre-procedure and procedural services she received at Dr. [redacted] office.  We did reach satisfactory resolution to Ms. [redacted]’s complaint during our call on Friday, October 24th.  I apologize that I was not aware that I needed to make a formal follow-up response regarding our resolution.  I would be happy to write a follow-up letter summarizing our resolution &/or contact Ms. [redacted] if she needs to follow-up with the Revdex.com regarding our call and resolution to her complaint.  Please let me know if there is anything else I need to do for closure on this issue. Thank you, [redacted]Practice AdministratorThedaCare Physicians - Waupaca[redacted]  [redacted]
[redacted]  [redacted]
[redacted]
[redacted]

ADDENDUM TO COMPLAINT ID [redacted]In March, 2015, I called the Theda Care at Home respiratory therapist, Network Health concierge for problems.and the person I was directed to at Theta Care at Home offices in order to clarify what the charges were for.  The last person in this chain acknowledged...

that this was for the initial 3 mo non-compliance, the failure to get another sleep study, and the belief that I had not used the machine for a year.  This was in spite of the fact that I told them I was in intensive care for over 2 months in the hospital and greatly needed the breathing assist. I was told that I should have returned it.  Yet I was presented with no data indicating my non-use.  Rather,my pulmonologist (a ThedaCare physician) has records from the machine's chip to attest to that.  These were not accessed but the decision to take action was based on the recommendation of the on-site respiratory therapist, according to my understanding