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Complaint Details
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Initial Complaint
05/16/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
3-14-24 Eye examination. OHSU billed ****** $406 and ****** EOB says I owe $30. OHSU added a $40 refraction fee to the $30 and billed me $70.00. Contacted ****** via phone and was told to pay only the $30 on the **** Tried calling OHSU billing several times at ************ but they failed to answer the phone. 2 messages have been sent via my chart, both read but ignored. Please either bill ****** The $446 you are claiming (only $406 was previously billed) or remove the $40 from my bill. Proof of everything stated is attached.Business response
05/17/2024
Hello,
Thank you for facilitating notification of these concerns. It is our goal at **** to provide exceptional care and service to our patients, families, and visitors in a safe, mutually respectful, and welcoming environment. Although OHSU cannot share any protected health information, we would like to provide acknowledgment of receipt of notification of this report.
The Department of Patient Relations at OHSU will reach out to the complainant directly to investigate the reported concerns and associated request for billing adjustment.
Thank you very much for bringing this matter to our attention.
Respectfully,
***********************, MPH
OHSU Patient Advocate, Department of Patient Relations
************
***************Business response
05/17/2024
Hello,
Thank you for facilitating notification of these concerns. It is our goal at **** to provide exceptional care and service to our patients, families, and visitors in a safe, mutually respectful, and welcoming environment. Although OHSU cannot share any protected health information, we would like to provide acknowledgment of receipt of notification of this report.
The Department of Patient Relations at OHSU will reach out to the complainant directly to investigate the reported concerns and associated request for billing adjustment.
Thank you very much for bringing this matter to our attention.
Respectfully,
***********************, MPH
OHSU Patient Advocate, Department of Patient Relations
************
***************Business response
05/28/2024
Hello,
As previously noted, no protected health information can be shared with BBB. In general, upon investigation, no errors in billing/coding workflows were discovered in association with the exams cited in this complaint. All pertinent parties are aware of this finding.
Thank you for bringing this matter to the attention of OHSU Department of Patient Relations.
Respectfully,
***********************, MPH
Patient Advocate
OHSU Department of Patient Relations
************
***************
Initial Complaint
05/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Charging me for something they shouldn't have - they will not return any calls. Their phone system does not work correctly -I have been trying to resolve this issue for over 5 months nowBusiness response
05/14/2024
Hello,
Thank you for facilitating notification of these concerns. It is our goal at **** to provide exceptional care and service to our patients, families, and visitors in a safe, mutually respectful,and welcoming environment. Although OHSU cannot share any protected health information, we would like to provide acknowledgment of receipt of notification of this report.
The Department of Patient Relations at OHSU will reach out to the complainant directly to investigate the reported concerns and associated request for billing adjustment.
Thank you very much for bringing this matter to our attention.
Respectfully,
***********************, MPH
OHSU Patient Advocate, Department of Patient Relations
************
***************
Customer response
05/14/2024
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.
Sincerely,
Peer ShmelzerInitial Complaint
02/11/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I paid my balance over the phone, but now the system shows my balance is $29.41 I called to OHSU billing office and left the voice message. I sent 3 messages on MyChart, but still no responseBusiness response
02/12/2024
Thank you for sharing this complaint. It was received by the **** Department of Patient Relations. We have reached out to the consumer and will provide a response directly to them.
Customer response
02/18/2024
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.
Sincerely,
*************************Initial Complaint
12/31/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On April 19th I sent a message to OHSU billing inquiring as to why I was charged $90 for a dermatology consult after insurance I owed $25. I had a visit prior to that with my PCP who asked "would you like me to ask a dermatology colleague what would be best to use to soften the nails". There was no document signed by me ok'ing OHSU to bill services for a question asked from my provider, there was no mention to me that this could result in further charges, no consent signed for me to be treated at this visit by dermatology. I sent a message April 19th @ 7:53am and no response has been received to this date. They use deceptive/hidden billing techniques and do not allow the patient an option to deny the question with an understanding that charges may result. Still waiting on a response from billing as to how this can be charged when no mention is made to the patient. Will follow this complaint up with one to my insurance provider as well as they shouldn't have had to pay for the service either as I was not treated nor did I sign a consent to treat.Business response
01/02/2024
I received this complaint and have sent the patient an acknowledgement letter and will be in contact with the patient. Thank you for sending this to our department.
***********************
OHSU Patient Advocate
Initial Complaint
03/29/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Yes my husband works for the **** We have been chased around this business for over a year by employees and there affiliates. They are commiting federal crimes doing cyber terrorism acts in this hospital area. A 5 mile perimeter. Please be advised to stay away from these criminals. And this is federal property being destroyed by these individuals. Bringing in contractors to commit federal crimes to spy on federal employees. And there family. Not okay. 103 people caught so far by homeland security.Business response
03/31/2023
Thank you for sharing this for our awareness.Initial Complaint
12/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
10/27/2022 I had a scheduled intravenous iron infusion at OHSU, Center for Health and Healing location ******************************************************. I have had these without incident before at this location.On this date the infusion was started and about 20 minutes later the nurse came to my room and stated that a pharmacist had been trying to reach her and there was a "problem with the pharmacy hood" during mixture of my medication and due to possible contamination and infection risk we had to stop the infusion and begin a new iron (new drug had to be mixed). I received no further information from a pharmacist or anyone else about what happened. I expressed concern to the nurse about this. I was told by the nurse a patient safety report was filled out. I was not given any instructions about anything to look out for in case the infusion had been contaminated. My 1st infusion was stopped, discarded. I waited for the pharmacist to make the new infusion and this was then started and infused over an hour. I then went home. I then received a bill from OHSU clearly showing two charges for the two IV irons. I sent messages back to billing through their online system (it displays in my medical chart) on 11/16/2022, 11/27/2022 asking them to clarify my bill and protesting that I pay for two infusions due to the medical error. I received no response at all. I then called on 12/5/2022, could not get through to a person, was trying to wait on hold and the system kicked me off into voice mail. I left a detailed voice mail. I have not received a call back. My objections:1) I do not think I should have to pay for either iron infusion, it was OHSU's error, inconvenience and put my health at risk. If they are charging me for two I think that's wrong.2) lack of any response from billing.Business response
12/07/2022
Thank you. We will plan to reach out to the patient directly.Customer response
12/09/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I will be happy to discuss further with the business.I still maintain concern as to the root cause of the lack of the business' response after I contacted their billing department multiple instances requesting to clarify my bill with what appears to be overcharging. It bears investigation for the benefit of the public as to why this business is unable to provide timely assistance to patient questions, to look into billing errors, the potential need for payment plans and so forth. Patients deserve better than to be ignored.
Thank you.
Initial Complaint
11/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
11/20/22. I was at the ** room waiting to be seen by a doctor for injuries I sustained in a car accident. I waited for two hours just to not be seen. I am in immense pain, and I told them that repeatedly. Nurses didnt come to check on me. They admitted people who arrived after me. I told them I was goi g to a different hospital where they actually care about people. The service SUCKED. I told them Im not paying one cent of a hospital bill just for waiting in misery.Business response
11/21/2022
Thank you for contacting Patient Relations. We are looking into the patient's complaint and will respond to you within the required time period.Customer response
11/21/2022
Complaint: 18442687
I am rejecting this response because:
It doesnt leave me an answer.
Sincerely,
*********************Business response
12/01/2022
Thank you for contacting the Patient Relations Department at OHSU. We will reach out to the complainent directly to resolve this issue.Customer response
12/07/2022
Complaint: 18442687
I am rejecting this response because:
They have not resolved anything
Sincerely,
*********************Business response
12/16/2022
Thank you for contacting us. Per the claiment's request, there is a zero balance on the account. We have responded to the claiment in writing and consider this matter closed.Initial Complaint
11/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I saw my primary care physician at OHSU in *********. My insurance and ******** made payment and even over paid for the visit but **** refuses to actually credit my ******** payment. It is being deducted from the amount paid as if I owed them the payment money. I have sent letters. I have called no one responds they just keep sending this obviously incorrect invoice.Business response
12/19/2022
I will respond to the patient upon recieiving an answer from our billing department today.
Thank you!
***********************
Initial Complaint
09/29/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On 07/14/2022, I did lab work at OHSU, and I was charged $110 (the total amount). I also gave my insurance information. I requested an itemized receipt that does not say prepay, and ***** from the **** billing department was making fun of my accent and refused to pass me on to his supervisor. 0n 7/29/2022, I completed patient feedback and sent o the customer relation ********************** via email and never received a response as of today. I again sent another request to send my receipt and o refund me for the money they illegally got from me. On 8/26/2022, I received Explanations of Benefits (EOB) from my health insurance company, and I was told that they paid their share, and I only owe OHSU $2.71. I do not understand as o why OHSU is entitled to double pay for the same services.Business response
10/07/2022
Thank you for reaching out to Patient Relations at OHSU. We shared the information you provided BBB with an internal department at OHSU who contacted you directly to assist with resolving your inquiry. Should you need further assistance with this matter please call our office at ************. Thank you.Initial Complaint
09/02/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
On 7/14/2022 apparently the card machine was inoperable for a short period of time after my appointment and I was charged twice for same service in the amount of $1380.00. The secondary charge of $690.00 for same service went through to my Fibre Federal credit card ending ***** but the first charge of $690.00 charged for sake service to card ending ***** cannot be found by OHSU billing although my bank USAA has found it was a legitimate charge from OHSU. *** tried to ask the hospital billing, clinic for iinvoice for service where the procedure was performed, and patient services and no response as to what happened and no resolution to date. I would like my $690.00 back for the additional charge.Business response
09/22/2022
My name is ***********************. Please update your files to reflect that ********************* is no longer with our office and the person to send future inquiries is the new director ****************************
I however was assigned to this complaint. I spoke to the patient on 8/17/22 and she did send in the billing documents to me concern to me on 8/17/22. I received your first correspondence through email on 9/2/22. Since this was a billing issue I sent it to one of our billing managers to look at and resolve on 9/12/22. Usually this person would have responded to the patient directly. I called that billing manager today and also sent him an update regarding BBB. When he does respond how can I respond back to the BBB with the resolution? I am the one responsible for this not my director ***************************. With al due respect I thought it had been addressed but I am the one that should have responded to you.
Thank you,
***********************
Patient Advocate
Customer response
09/22/2022
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.
Sincerely,
***********************
*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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
3181 SW Sam Jackson Park Rd
UHS-3 Patient Relations
Portland, OR 97239-3011
Customer Complaints Summary
12 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
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