Complaints

This profile includes complaints for Sutter Health's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sutter Health

  2200 River Plaza Dr Sacramento, CA 95833-4134

• 

  Sutter Health

  8322 Ferguson Ave Sacramento, CA 95828-0902

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  Sutter Health

  1420 N Tracy Blvd Tracy, CA 95376-3497

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  Sutter Health

  1238 West St Redding, CA 96001-0415

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  Sutter Health

  2575 E Bidwell St Folsom, CA 95630-6444

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/24/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As part of my routine annual preventative care check-up my PCP ordered blood work, also done at Sutter Health's ************************** facility. All of my blood work for annual exams has always been covered by my insurance company. This time, I was flabbergasted to receive a bill for $465 as the patient portion of a bill of over $1220. I called my insurance company and was informed that most of the blood work performed was diagnostic, rather than preventative! I also called Sutter Health and asked to speak to a patient advocate, and was told there is none, and that bills cannot be disputed. As a patient I expect to be informed when any annual preventative care blood work is NOT preventative and is purely diagnostic, which is not covered by insurance. I do NOT recommend Sutter Health.

  Business Response

  Date: 11/01/2022

  A Sutter Representative review this complaint and in speaking with the insurance, was advised that labs were ordered as preventive services;however, per the patients benefit plan and insurance policy some labs do not fall under preventive service no matter how they are coded.
  
  ******** were sent back for review and reprocessing as the insurance applied patients balance to these in error; but the others were processed correctly, and balance will remain as the patients responsibility.
  
  It is the patients responsibility to know her benefits.This includes knowing what services are covered and paid or applied as part of her deductible, coinsurance, or copay responsibility.  
  
  The Sutter Representative left multiple voice messages with the patient but has been unable to reach her, thus a letter will be sent informing her the charges are correct.

  Customer Answer

  Date: 11/01/2022

  I am rejecting this response because: This response is untrue.

  1. I received *one* voice message and called back twice, with no subsequent voice message from Sutter Health.

  2. The response is contradictory: it says that "******** were sent back for review and reprocessing" and then goes on to say "a letter will be sent informing her the charges are correct." Obviously if labs were sent back for reprocessing the original patient deductible charges were NOT correct.

  3. I called my insurance company, and it strongly disagrees with Sutter Health's assertion that it is my responsibility as the patient to know which preventative services are my responsibility--it is the doctor's. Think about it: as a patient, I go for an annual preventative exam once a year. Prior to Sutter Health, I've NEVER had to pay for blood work ordered by my primary care doctor as part of my annual physical. Doctors, on the other hand, deal with health insurance companies almost DAILY. Obviously they should know what a given insurance company considers preventative care or not. My insurance company agrees that it is SUTTER HEALTH's DUTY TO INFORM THE PATIENT OF ANYTHING THAT *** NOT BE COVERED AS PREVENTATIVE CARE. 

  4. No wonder Americans on average are among the sickest in the **** despite spending more more capita than any other **** country, and over double the **** average. If a patient can't rely on his/her primary care doctor to correctly inform one of what is/isn't preventative care and the cost, that's a disincentive to go to the doctor at all, much less get blood work and tests done.

  
  

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I have been attempting to reach a manager at Sutter to see to find a replacement doctor that I had at Sutter for around 4 years, *********************************** (an excellent doctor) who left to pursue other things.As a short aside, my young sons also go to Sutter, and I am very satisfied with the medical services they receive.BUT - all the doctors state 'we are not taking new patients' **************** inform to - call this doctor's ******* call that doctor's ******* but when i have a conversation it's always the same - not taking new patients. After 5 years at Sutter, I m not really a new patient.I am really needing and wanting to be assigned to a doctor at Sutter - either at *********** ************* or in ************* generally.

  Business Response

  Date: 10/21/2022

  A Sutter Representative from ****** Services has contacted ******************** to discuss options for transfer of care to another primary care provider. The ****** Services Representative has engaged a Director at Sutter Pacific Medical Foundation to assist in this finding options available to ********************.

  Customer Answer

  Date: 10/22/2022

   
  Better Business Bureau:

  I appreciate Better Business Bureau reaching out to a senior person within Sutter.   I had been unable to reach anybody by myself.  That person did indeed call me and provided multiple options for transfer to another Doctor.   A day or two later that happened.    I have had an excellent experience with Sutter over multiple years, and this issue was the only time I have had any problems with Sutter.   Sutter did resolve this issue, and quickly.   Thank you BBB for your assistance on this - it is really much appreciated.
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:10/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re: Annual Physical Exam Lab Billing, 06/02/2022, Guarantor #********, Sutter East Bay Medical Foundation I have been billed for a Vitamin D level. My physician ordered it because I also have a bone cancer--this is not a random test. This has been denied by Sutter insurance. I have disputed this to be medically necessary. This was ordered by a Sutter Physician at a Sutter facility and drawn by a Sutter Lab. I have received a correction (Service Recovery (Pt) - Oct 11, 2022 of $29.80) for the $149. fee. I have now also received a letter threatening collection without a contact number and only a first name. Today I received a threatening and abusive phone call from Sutter. Since Sutter has a reputation for price gouging, I would also like to mention that the 7 other lab tests are billed at $22-$52. but Vitamin D is billed at $149.

  Business Response

  Date: 10/17/2022

  A Sutter Representative reviewed this concern, contacted the insurance carrier and was informed that it did receive corrected claim with updated diagnosis code; however, claim was still denied due to lab deemed ****************************************** carrier indicated there is option to submit appeal with medical records for review. Appeal was submitted with medical records on 10/14/2022 (currently pending). A letter was sent to the patient on 10/17/2022 advising of status and appeal submission. Response letter will be available to patient via MyHealthOnline also.
  
  Regarding patients request to have uncovered labs posted in each exam room where patients can see them: What lab tests are covered, or not covered, vary by the individuals health insurance plan. Patients can contact their own health insurance carrier to determine what lab tests are covered under their plan.

  Customer Answer

  Date: 10/18/2022

  I am rejecting this response because it is still saying that My Sutter Doctor ordered a blood test that was not medical necessary. Sutter Insurance is interfering with my doctor's ability to provide me with the best level of care. Again this is a Sutter doctor and Sutter Insurance. If the test was medically unnecessary then Sutter should be responsible for better training their own doctors and not involving me in their internal issue. As patients we do not have the qualifications and ability to research each of our test.

  I believe this test was necessary because is relevant to my disease and it affects my progosis. This is not a random test in my case and that is why one of your best physician ordered it. 

  In 40 years at Sutter i have always gotten needed approval for tests that required it. If pre-approval for labs is the new standard, then everybody needs to know that, patients and the Sutter physicians--all physicians. 

  Attached copies are a results of a quick ****** search. There are other supporting documents available to you. 

• Initial Complaint

  Date:10/07/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CPMC-Sutter Health has been harassing me due to a COVID-19 related emergency room hospital visit. CPMC failed to and still has failed to bill the correct entity. I am a medi-cal recipient. This should have been billed to them but the hospital tried billing me personally for $3,000. COVID-19 is NOT MY FAULT! I should NOT be stuck with a bill for something uncontrollable. *** reached out several times to try to get issue resolved. I will not be paying such bill when I was never given a room all day at the hospital, they had me sit to the side where I was told by multiple staff to get up until someone finally intervened. I still was never given a room just told to stay in a specific section of the hospital. No bed. I had to sit in uncomfortable positions in the hard wooden furniture in the lounge area. When the doctor finally seen me at 4:30pm I was only brought to a triage room, prescribed some regular medicine and sent home. I was at the hospital all day since 11am and only in the triage room for less than 1hr. From the time I got there until seen I sat in pain. I had to ask a black staff member to retake my temperature since arriving because I felt worse as I sat there all day crying- my temperature had increased by that time to 103.4F, I couldnt even get water until 3pm after tricking another staff member into giving me water after being told no multiple times. I do not appreciate them trying to Pin this bill on me as ******** is an undue hardship, burden, deadly virus and unfortunate/unforeseen circumstance that is uncontrollable. This bill needs to be handled by ***************** Health Department! As I am not the entity responsible for starting, controlling, spreading, or of any nature the cause for or due to COVID-19. Visited 7/11.

  Business Response

  Date: 10/13/2022

  A Sutter Representative reviewed this concern. The patient has another insurance coverage that needs to be billed first.  Medi-Cal will be billed once response is received. The Sutter Representative briefly spoke with the patient this week but was not able to address her concerns as she asked for a call the next day. Since then, the Sutter Representative has not been able to reach the patient but has left multiple voice messages. A letter has been sent advising that insurance has been billed and provided direct contact information to reach the Sutter Representative with questions. The balance has been removed from patient responsibility and the Sutter Representative will follow up to ensure this is billed to Medi-Cal once response received from other insurance.  

  Customer Answer

  Date: 10/14/2022

  I am rejecting this response because: I spoke to rep and asked for a specific call back time as I am unavailable during business hours. The Rep. called back at the last 5mins of the requested time at which I wasnt available but did call her back within 15 minutes. The Rep. did not answer or call back the same day. Additionally, I do not have any other insurance other than what has been originally stated in my initial complaint. Thus, you are blatantly disregarding that I already stated who is my current and true provider before and since said hospital visit. It is pointless to bill anyone other than the stated medical insurance because of whom you believe or think is my provider based off past records. Again, my only medical insurance provider is Medi-cal. Again, this COVID-19 bill needs to be handled by the appropriate entity as I will not be responsible for it in anyway shape or form as COVID-19 is unavoidable including not my fault.
  

• Initial Complaint

  Date:10/04/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 9, I sent a message to my doctor to refill my medications for herpes symptoms, and on September 10, the Care team called me and told me that my ******* ********* is not available currently, so another doctor named ************* she would take care of me instead of ******** and Care team asked if I would have a video call with her. I only wanted to re-prescribe the medicine for herpes symptoms, but card team said that she have to call/ Then, on September 12, at 8:40 am, a video call was connected, the symptoms were explained over the video cal for about 5 minutes, received a prescription for medicine, and the call was finished at 8:46 am. And on September 28th, my insurance company UMR mailed me a bill about that video call, which was $354. When I called UMR, UMR told that Sutter health registered me as a new patient, and sutter health claimed the bill that I had online treatment time (talk time) for over 35 minutes. It is not an offline treatment, nor is it unfair to charge 354 dollars for 5 minutes of talking without seeing my symptoms properly. Who would want to receive expensive services (5 Min online call) from such this hospital ? I report this injustice by charging a ridiculous cost that cannot help ordinary citizens in such a difficult time financially, and filed this to the BBB to inform the public interest/

  Business Response

  Date: 10/10/2022

  A Sutter Representative reviewed this patient concern. In reviewing the chart, the patient did request a refill of his medication.However, he mentioned this medication is one he previously had prescribed through his prior health plan. Typically, if a new medication is needed a visit is required for this with his current physician. The charges were sent to coding for review. Charges have adjusted to reflect the fee of an established patient visit rather than a new patient visit. The balance has been reduced as a courtesy from $354 to $240.00. This balance remains as patient responsibility. A letter will be sent to the patient.

• Initial Complaint

  Date:10/03/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being charged for services that I did not receive. On a portion of my bill, my insurance company was charged $5641 for ************** Services. As a result, my co-payment was $825.09 after paying $150 co-payment directly to the hospital. I paid this to avoid any credit issues as I want to keep my credit score high. I am seeking re-imbursement in the amount of $825.09. Since I have limited space to write to you, I will just summarize. Please let me know if you need more information. I went to Sutter *********** on July 14, 2022. I was given an EKG. The doctor wanted me to get a blood test and a chest Xray. The doctor stated that the lab already closed and I should go to the ** to take care of this. I went to the Sutter **. I checked in and gave the receptionist all my info. I was put in a chair in the hallway. Someone took me to get "ANOTH**" EKG because the Sutter Hospital does not trust the Sutter ** that I got one hour prior. Later I was given a Chest Xray. Then hours later I got a blood test. The entire time I sat in a chair in the hallway. I never got a room. Never got a bed. Never spoke to a Doctor. Never spoke to a Nurse. Not sure if a Doctor or Nurse worked that evening. I ended up reviewing my results from the Sutter APP and I left. My insurance got billed for the **** Xray, Blood Test which I paid my portion. The portion for ************** services is what is being questioned. My insurance is being billed $5641 for me to sit in a chair in the hallway? There was no emergency services given to me. I communicated to Sutter on several emails and at one point it was admitted that the ** charge covers "Evaluation and management of patients care and is separate from the test, procedures, medications, medical supplies used". Since I was only their for the tests, then I should not get charged per there admission. They are admitting fraud. On my original emails I was stating a billing error, but it's actually fraud. Please address this.

  Business Response

  Date: 10/06/2022

  A Sutter Representative spoke to ************** and explained that his chart history indicates he was referred to ** for further testing which can include same tests as performed prior and additional testing. It was also explained that when treated in the ** this may mean treatment in a hallway depending on available rooms/beds. The charges were reviewed to ensure all services were billed according to what was performed and confirmed this was billed appropriately.

  Customer Answer

  Date: 10/08/2022

  I am rejecting this response because: 

  1. I am being charged $5641 for going to the ** to get an EKG (I paid it already, not in dispute), Blood Test (I paid it already, not in dispute), Chest Xray (I paid it already, not in dispute). So is this $5641 an entrance fee?  This is another scernerio I am giving you.

  2. Per Sutter's written admission by email "** Charge covers the evaluation and management of the patient's care and is separate from tests, procedures, medications and medical supplies".  I copied this from one of the emails to me from Sutter.  So by there own admission, I did not have an evaluation.  I did not have any management of patient care.  I only went to the ** for tests.  So, is the $5641 an entrance fee to get tests?  

• Initial Complaint

  Date:09/02/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an appointment with my PCP on May 6 2022 for a shoulder sprain. Several tests were ordered along with a vitamin D test as i had a history of low levels. The notes from the visit do mention about history of vitamin D deficiency but the diagnosis code billed to insurance was Z13.21 which means nutritional disorder.Insurance declined to cover it as it is not correct code for vitamin D test. My husband had the same test done on July 1st and it was covered by Insurance. In the pas i have been tested more than 5 times for vitamin D test and same insurance has always covered it because it was billed with correct code which is E55.9 as per Insurance.I have reached out to sutter health customer service at least 10 times, sent numerous message via myhealth online portal and i was getting generic replies that we cannot do anything as the doctor's ****** sent us this code to bill. I reached out to doctor's ****** and explained all this after which some review was conducted and 30days later I got 2-3 calls to pay the balance on the account as Insurance has not made the payment.I explained it to the person that notes clearly say i have history of vitamin D deficiency and all past test for myself are covered by Insurance and this code needs to be corrected and thew claim has to be submitted again. The person on the phone said i have no history of vitamin D deficiency clearly contradicting the notes from the visit and previous test results.I have been a sutter health customer for 15 years and I never expected this kind of treatment but unfortunately dealing with it. We pay thousands of dollars for insurance premiums and it is one of the best available and on top if i have to pay for basic test like vitamin D because doctor's ****** made mistake and submitted wrong code. I tried to file grievance with sutter health using https://secure.sutterhealth.org/shp/grievance/grievance.html but always get 404 after I submit.Hope they correct the mistake and resubmit asap

  Business Response

  Date: 09/19/2022

  A Sutter Representative reviewed the concern. The coding was reviewed and discussed with the coding supervisor. The coding supervisor advised that the coding cannot be changed to diagnostic as the patients previous Vit D test in May 2018 was normal and although the date of service she is disputing did come back abnormal, coding is not done based on the results. There will be no corrections to coding. The Sutter Representative has made attempts to contact the patient to provide this explanation and educate the patient that it is the patients responsibility to verify coverage prior to service being rendered.  

• Initial Complaint

  Date:08/30/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We took our daughter for an initial optometrist appointment. At the time, my wife was unaware we had eye insurance through VSP. We were charged $60.We gave our insurance info. Within a week. Insurance says they will ****************** except Sutter refuses to work with VSP on coding. Sutter is coding the office visit as an out patient procedure when it was an initial office visit.Sutter claims we owe $60.Despite many attempts to clarify the situation, Sutter is refusing to recode or work with us. VSP says they cover everything.Now, Sutter is threatening to send it to collections saying we owe 60. They actually owe us 60 for the service fee my wife paid not knowing it was covered.

  Business Response

  Date: 09/06/2022

  A Sutter Representative was able to speak to the patients mother and they discussed the account in detail including the covered vision services. A conference call with VSP was offered. The patients mother stated that she is going to call VSP and confirm benefits and if she has additional questions,she will call the Sutter Representative directly. The balance remains as the patients responsibility.  

• Initial Complaint

  Date:08/26/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Sir/*****,I went to Sutter Health in San ****** for my yearly physical exam on 3/21/2022. I made it very clear this is my yearly physical and ********** asked my medical history because I am new to Sutter Health and I answered them. And the doctor ordered a series of blood tests. I never expressed additional illness concerns and the doctor never explained to me any of these blood tests may not be within typical preventive care. ********** also made me uncomfortable by asking about my occupation and making comments as " *** data scientist makes a lot of money."When the bill came weeks later, I was surprised to see I was charged additional office visit fee and blood test fee that my insurance wont cover. I was told later by their billing department that "meet and greet" is counted as additional office visit - which I never consent or experienced with all other medical groups I had in the past. I also felt that I was misled into tests that I dont need and Sutter health is not transparent on what is included in yearly physical and what is not. When I called the billing department trying to explain that, the first time the representative submitted a code review (which they found some errors and took ~$30 off the $600+ bill) and the second time the representative just said she cannot do anything more and hung up. I asked my insurance company to file a complaint on my behalf. And Sutter health responded by taking another $37 off my bill and threatening to send my bill to collection service if I don't pay within 15 days. I am requesting the write off of my remaining bill ******** #: ********, my insurance already paid the portion that is typical yearly physical) because I am never aware or consent to anything beyond typical yearly physical on my visit and I was treated unprofessionally the whole time. Alternatively, Sutter health can re-bill my insurance with correct codes for preventive office visit and blood labs and seek more coverage.Thank you!*************

  Business Response

  Date: 09/06/2022

  A Sutter Representative reviewed this patients account and the calls of which she scheduled appointment and verified that she did request only for preventive visit. We adjusted the diagnostic labs as a courtesy and are working with her insurance to adjust the office visit that had been originally billed with preventive exam. A voice message has been left with the patient with a letter to follow.

  Customer Answer

  Date: 09/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

  Customer Answer

  Date: 10/04/2022

  I am rejecting this response because:

  This is related to complaint #********. I spoke with ***** from Sutter Health on 9/1/2022 regarding the complaint #********. She said they will adjust my lab bill to zero balance immediately and send my office visit bill to my insurance. If my insurance does not cover it at the full amount, she will adjust it to zero balance as well. However, I got a new statement of $74 (Guarantor #********) on 9/7 and tried to contacted her couple times for adjustment and did not hear back. Please ask Sutter health to adjust it to zero as promised. Thank you.
  

  
  

  
  

  Business Response

  Date: 10/05/2022

  The Sutter Representative applied adjustment to the lab balances since it was advised previously the patient would not be responsible for these. ********** account reflects a zero balance at this time. Thank you!

• Initial Complaint

  Date:08/26/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband was seen in the medical office of **************************************************** on 07/01/2022. On that day he was scheduled for a surgical procedure. It took two months for us to receive a phone call when the coordinator decided to start working on the auth for his procedure. I was dissatisfied with the cancellation of his scheduled procedure because the coordinator waited so long to start working on this. I sent the supervisor ********* an e-mail and got no response. ****** however took it upon herself to call my husband and verbally harass and scold him. I again reached out to the supervisor via email and got no response. I called and finally had her call me. She seemed very bothered by my concerns and instead of listening to me she kept placing blame on myself, my husband and the *** for her unorganized work flow. I stated to her, "so you are telling me that my adult husband is making up stories about how your staff spoke to him"? her rebuttal was ABSOLUTELY. the disregard for patient care and the customer service in this office is a disgrace! the mental anguish and stress I have experienced from this situation is beyond belief, my husband is also stressed out now because we have cancelled a procedure for a problem that has caused him discomfort for 2 plus years. The staff at this office has cause additional stress unnecessarily. I do not want to be charged for his initial evaluation nor do I want my insurance charged.

  Business Response

  Date: 08/26/2022

  Your concern has been forwarded to the Sutter Medical Foundation Patient Resource Center. Please feel free to contact them directly at ************ to discuss your concerns.