Complaints

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

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• 

  SSM Health St. Louis

  1015 Corporate Square Saint Louis, MO 63132

• 

  SSM Health Prescription Center

  130 Corporate Drive Beaver Dam, WI 53916

• 

  SSM Health Fond du Lac Regional Clinic

  730 North Margaret Street Markesan, WI 53946

• 

  SSM Health Fond du Lac Regional Clinic

  912 S. Hickory Street Fond du Lac, WI 54935

• 

  SSM Health Fond du Lac Regional Clinic

  900 Main Street Brownsville, WI 53006

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:03/28/2024

  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 issue is my lawyer sent them a check for ******* and ask them to apply to my account ************. In reference to the car accident bills *******. Someone apply the money to the wrong treatment. It been in collections because they sat on the check. Now Im getting bills from the collection agency because they were not paid.

  Customer Answer

  Date: 04/09/2024

  if you look on this document you will see how long they sit on the check that was sent out to them before March, but they did not deposit it until on March 14 2023. 

  Business Response

  Date: 04/12/2024

  This correspondence serves as SSM Healths response to Complaint # ********. 

  The consumer states her attorney send a check in the amount of $2073 for payment of services related to a motor vehicle accident. The payment was not posted in a timely manner and the balance was sent to collections in error.
  Payment in the amount of $2027.00 was received and posted to the consumers account on 3/13/2023. The balance in collections is for a date of service unrelated to the motor vehicle accident. 

  A separate correspondence is being sent to the consumer with details of that claim and denial.

  Thank you for allowing us the opportunity to respond to this complaint.

  ************** SSM Health ***************** Services 

  Customer Answer

  Date: 04/16/2024

  This we they fixed the bill for ******* with the payment of ******* and applied to the following below.   6/21/2022-$325.00, 6/22/2022-$316.00, 7/6/2022-$93.00, 7/6/2022-$299.00, 7/13/2022-$93.00, 7/13/2022-$89.00, 7/28/2022-$93.00, 7/28/2022-$89.00, total *******-*******=******
  today I received bill for May 2, 2023 and May 9,2023. This is the bill they applied the ******* to the problem is they should have sent the bill to the VA to pay. I had a representative call them today from the VA with the information they need to get it paid. SSM needs to get that **** paid from the VA  send me a check for ****** and make sure my credit report is clear on this issue. They have messed up for the second time. 

• Initial Complaint

  Date:03/08/2024

  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 received a bill for $160.00 from SSM Health. The charges were for my glasses. I paid $253.00 for half down for the glasses and then I paid $252.00 for the remaining balance of the glasses. I paid in full. I called the eye doctor's ****** regarding the bill on 02-13-24 in the morning. They told me they would have someone call me back because it showed I paid in full. No one called back. I called again in the afternoon and again was told someone would call me back. No one called. I called the billing department on 02-16-24 and spoke with ****. He couldn't figure it out and told me someone from billing would be calling me but no one called me back. I called the doctor's ****** again on 02-19-24 I was told ***** was on the phone will billing and someone would call me back. No one will call me back and no one can figure out why the system is charging me this amount when I don't owe anything. I ordered contacts and instead of showing I paid my contacts in full it applied to the balance that isn't correct. I need someone to help me get this fixed and the amount taken off my account. SSM is a terrible customer service and not responsive. I don't want to me sent to a collect agency because of SSM incompetent billing. I want this taken off my records. Thanks, ******************************

  Business Response

  Date: 04/22/2024

  The consumer states she is receiving a statement for $160 for services have already been paid in full. The statement for $160 was mailed on 2/8/24. Payment posted to the visit on 2/12/24. The statement crossed in the mail with the payment. The balance on the visit referenced in the complaint is paid in full. The consumer can disregard the statement for this date of service.

   

  Thank you for allowing us the opportunity to respond to this complaint.

  Business Response

  Date: 04/22/2024

  The consumer states she is receiving a statement for $160 for services have already been paid in full. The statement for $160 was mailed on 2/8/24. Payment posted to the visit on 2/12/24. The statement crossed in the mail with the payment. The balance on the visit referenced in the complaint is paid in full. The consumer can disregard the statement for this date of service.

   

  Thank you for allowing us the opportunity to respond to this complaint.

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair 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 10/9/23 I called St ********* in Mustang at 6:42pm to ask if they conducted SANE exams. I was told yes. I got there at 7:39pm, they checked me in, took my vitals, and put me in a room. After waiting for about ***************************** explaining how involved a SANE exam is and asking if I really wanted to do it. I said yes, that's why I came in. Then he proceeded to tell me that they don't do them at this hospital so they would have to transfer me to *****************. I said okay. He left the room and we waited another 30 minutes before we inquired what was taking so long for them to discharge me. They said something was wrong with the system. We waited another 30 minutes and inquired again, then they finally discharged me at 9:14pm. They did not give me any medication or medical care. I then went to ***************** in *** for the actual SANE exam. A few months go by and now St ********* is sending me a bill for $2, 275 when I didn't even receive the care I went in for that they said on the phone that they could provide. I should not be paying for services I did not receive. They are trying to financially take advantage of someone who has already gone through a very traumatic experience and I think that is very unprofessional and inappropriate. I called to try and discuss a dispute but they said I would have to send it in writing to the address on my bill, which I will do.

  Business Response

  Date: 03/12/2024

  March 12, 2024

   

   

   

  Better Business Bureau

  *************************************************************************

  Case #: 21401690

   

   

  To Whom It May ********************* style="color: rgb(36, 36, 36); background-color: rgb(255, 255, 255); margin: 0in; font-size: 11pt; font-family: Calibri, sans-serif; font-weight: 400; font-style: normal; text-align: start; letter-spacing: normal; line-height: 12pt; text-indent: 0px;"> 

  Thank you for providing SSM Health *************************** with the concerns you received regarding our organization from Ms. ********************** SSM Health takes all customer concerns very seriously. Upon receipt of this notification, we began to review all aspects of the concern and will follow up on any potential opportunities for improvement necessary as part of our complaint and grievance process.  We are actively working to resolve the concerns with the customer directly but are unable to share any details with the BBB regarding our review and response due to patient privacy laws.

   

  Sincerely,

   

  Morgan K.

  Opportunity for Improvement Specialist

  SSM Health

  **************

  Customer Answer

  Date: 03/18/2024

  Please see attachment for HIPPA release.

  Business Response

  Date: 03/25/2024

  Better Business Bureau
  *************************************************************************
  Case #:21401690
  
  
  To Whom It May ********************* you for providing SSM Health *************************** with the concerns you received regarding our organization from Ms. ********************** SSM Health takes all customer concerns very seriously. Upon receipt of this notification, we began to review all aspects of the concern and will follow up on any potential opportunities for improvement necessary as part of our complaint and grievance process.  We are actively working to resolve the concerns with the customer directly but are unable to share any details with the BBB regarding our review and response due to patient privacy laws.
  
  Sincerely,
  
  ****************
  Opportunity for Improvement Specialist
  SSM Health
  **************

• Initial Complaint

  Date:03/05/2024

  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.

  ************************************************************************************* *********#**;s H3133383135**34373632H H33**343634**363635**H ********************** ************ I am disputing your bill of $500 at SSM H3133383135**34373632H ************************* St. H3430353638**30313134H, Emergency Room. The service date is 12/21/2023.On 12/21/2023, I went to **************************, **************************************************************************************************. (Total ******************* Phone ************. Fax: ************/I told TAUC I have great pain in my s****** and could barely walk.TAUC stated they do not have an ultra sound device to view my s****** and suggested I go to *********#**;s Hospital, a short distance from their location. They did not give me any paperwork to take to ************;s Hospital. I paid TAUC my $50.00 patient fee. TAUC Assessment/Plan states: Scrotal pain (N50.82)-01. Acute - Proceed to St. Mary&#**;s ER as discussed.Hypertensive urgency (16.0) - Proceed to St. Mary&#**;s ER as discussed.I proceeded to *********#**;s Hospital ER.I was seen in the ******************** for left testicular pain.My After Visit Summary at *********#**;s Hospital shows they diagnosed - Testicular pain, left and Varicocele My After Visit Summary also shows - Imaging Tests - US S****** w Doppler Today 2/22/24, I called your billing office disputing the $500.00 charges from SSM H3133383135**34373632H ************************* St. H3430353638**30313134H. Acct# *********** **************************** I am also enclosing supporting documents showing my chain of events on this service date 12/21/2024.My resolution is to not pay $500 and to clear my record of this charge.

  Business Response

  Date: 03/07/2024

  This correspondence serves as SSM Health's response to Complaint # ********. 

  The consumer states he sought treatment at an outside facility (Total ******************* and was advised to go to SSM Health ******************* ******************** for treatment and testing they were not able to provide. The consumer arrived at SSM Health via personal transport, sought treatment and signed the Conditions of Treatment which states the guarantor is financially responsible for medical treatment received. The debt incurred is valid for the service provided and remains the consumers responsibility. 

  Thank you for allowing us the opportunity to respond to this complaint.  

  ************** SSM Health ***************** Serivces 

• Initial Complaint

  Date:03/02/2024

  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 writing on behalf of *********************. We are disputing a bill sent to us by SSM Health, from 1/30/24 for services provided on 1/23/24. We want an explanation of why the estimate total was do much lower than the bill. We understand the nature of an estimate, but would not have gone through with the study if given an accurate estimate. On 1/22/24 the estimate was provided with an estimated due of $3,149.25. The estimate has been included for you to review.The total charges were $6,175.00. An applicable discount is listed as -$2,470.00.The estimated out of pocket was therefore listed as $3,705.00 (the total charge minus the applicable discount). We are uncertain of the difference between the 2 estimates ($3,149.25 and $3,705.00), but expected to pay some amount close to it. Satisfied with the estimate, ****** went through with the study on 1/23/24. On 1/30/2024 we received the bill which was for the expected total charge of $6,175.00 but with only an early pay discount of $617.50 for a total due of $5,557.50. $5,557.50 is significantly higher than the estimate provided (at least $1,852.50 higher). The early payment discount has since been removed, so the total due is now $6,175.00.This is even higher than the estimate provided (at least $2,470.00 higher). The good faith estimate provided to us was a reasonable price for us to pay, but since SSM Health will not apply the applicable discount, we are disputing this bill. We understand the nature of a billing estimate, but to be billed 166% of what we were expecting is unreasonable.As of 3/1/2024, we have paid $3,705.00 of the now $6,175.00 bill - the amount we had expected to pay. Until this matter is resolved, we will continue to try to make contact with someone from SSM Health, but so far are only able to reach a frontline customer service representative.

  Business Response

  Date: 03/05/2024

  This correspondence serves as SSM Health's response to Complaint # ********. 

  The consumer states the billed amount received is significantly higher than the good faith estimate provided prior to service and has not been able to resolve the balance after repeated calls to the billing office. 

  Due to an error at registration the account did not receive the self-pay discount indicated in the good faith estimate. As of 3/5/24 the account has been adjusted to reflect the self-pay discount. After receiving payment from the patient, the account balance is now $0.00. We apologize for the inconvenience this has caused and hope to provide exceptional customer service in the future. 

  Thank you for allowing us the opportunity to respond to this complaint. 

  **************  SSM Health ***************** Services 

• Initial Complaint

  Date:02/28/2024

  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 received a letter from Arstrat, a collections agency for a bill of $88.27 on 2/8/24 for bills on my 18 year old from 5/23-7/23. I never received these bills. During this time, I brought her to countless appointments and procedures and not once was I told I had an outstanding balance. I called SSM billing and was told that I was turned over to collections and I never received a bill because on the portal it is marked "Paperless billing". This is my daughters portal. The portal that was recommended that she get at 18 for her privacy. We have received bills previously and she has logged in and I have paid these. I did not receive bills for the above dates. I asked to pay the total which was ****** and was told that they couldn't take it because it was already turned over to collections. I called collections and paid it. The very next week received a "final bill" for these dates. A few days later I received another bill for the same dates. I scanned the ** code which now shows an active balance with SSM of ******. I called again to SSM and was told that she didn't know what was going on with my account and would escalate it. I have placed 4 complaints, reached out on ******** messenger and have completed a survey poorly asking for a call back. I am looking for a resolution and an improvement in this process. I have never been sent to collections. It is unacceptable to send someone to collections before they ever receive a bill and I can't get a resolution for the matter.

  Business Response

  Date: 03/18/2024

  This correspondence serves as SSM Health's response to Complaint No. 21362516. 

  The consumer states she did not receive billing statements prior to bad debt collection placement and at no time was she informed in person by staff of an outstanding balance. SSM Health MY Chart is the online portal for accessing and managing the patients care team, scheduling, billing, etc. The default setting for billing is paperless with notifications via phone, email or text message, based on the patients' preferences. Patient ********* Services implemented a process to better support the patient experience and adhere to fair collection practices wherein if the patient does not view statements in MyChart, they receive a paper statement prior to being sent to collections. The process failed in this instance.  Four paperless statements were unviewed in My Chart; however, no paper statement was mailed prior bad debt placement.  The process is currently under review. 

  The payment to the collection agency posted to the account which now has a $0.00 balance. SSM Health thanks you for your payment and apologizes for the inconvenience this has caused. 

  ************** SSM Health Patient ********* Services 

  Customer Answer

  Date: 03/20/2024

  Complaint: 21362516
  
  I am rejecting this response because:
  
  I want to know that the problem that incurred will not happen to myself or anyone else. You say I have a zero balance however, when I have my last bill and I scanned the code, it still showed I had a bill. I want to know that you have a solution for this problem. What steps have you implemented to prevent this from happening again to myself and others?
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:02/21/2024

  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.

  They are not processing my claims through my primary insurance and then my secondary insurance. This is causing a balance on my account that should not be there.

  Business Response

  Date: 04/15/2024

  This correspondence serves as SSM Health's response to Complaint # ********.

  The consumer states SSM Health failed to bill claims to her insurance in the correct order resulting in incorrect balances billed to the consumer. 

  One account is identified as having been billed incorrectly. This account has been recalled from collections and a courtesy adjustment posted for the full amount due to the age of the account. The patient payment received has been submitted for a refund review according to SSM Health's refund policy. 

  We apologize for the inconvenience this has caused and hope to provide exceptional service in the future. 

  ************** SSM Health Patient Financial Services

   

• Initial Complaint

  Date:02/20/2024

  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.

  This is the second time this has happened. SSM Health at home will call and say that my health insurance has allowed me to recieve CPAP supplies that are covered under healthinsurqnce. They do not know which items are covered and they do not know what the over all cost (out of pocket) is. They tell me they will put together a list of items and the cost (if any) of all the items for my CPAP and call me back. They then never call back and send the list of items as an order to you. The last one cost me hundreds of dollars. I recieved this call for the 2nd time several months ago and they told me they will call me back and let me know the cost and they have not called back and if they did they never left a message. I just recieved a notice (email)I'm getting a package from SMM health that I did not ok. I made a call to them and of course no one answers the phone and I left a message. This is a fraudulent way to run a business. I want this to stop.

  Business Response

  Date: 02/22/2024

  SSM representative had the opportunity to speak with the patient about his concerns. The incident and processes were discussed and the patient is satisfied. Staff have been re-educated. 

  Customer Answer

  Date: 02/26/2024

  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

  Date:02/10/2024

  Type:Product 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.

  Last communication regarding this issue was February 6, 2024. A grievance was originally filed on 2021, and I was finally contacted via postal mail in March of 2022. I was overcharged on medical claims via deductibles and copayments. The letter indicated that I was due $485.44. To date I have not received the check. I advocated for myself and SSM Healthcare mailed the check to the insurance company (United Healthcare) and claim they didn't owe me. I am seeking repayment in the amount of $485.44.

  Business Response

  Date: 02/13/2024

  This correspondence serves as SSM Health's response to Complaint # ********. 

  The consumer states she is due a refund from SSM Health due to being overcharged on medical claims. She refers to a letter dated March of 2022 indicating she was due a refund of $485.44. 

  The letter is addressed to the insurance carrier and not the patient and indicates the refund is due to an overpayment by her insurance carrier. SSM Health would not refund an insurance payment directly to a patient. Refunding the insurance carrier is the appropriate action. The consumer is not due a refund from SSM Health. 

  Thank you for allowing us the opportunity to respond to this complaint. 

  ************** SSM Health ***************** Services 

  Customer Answer

  Date: 02/13/2024

  Complaint: 21275587
  
  I am rejecting this response because:

  The patient in which you refer to (me), overpaid in copayments and deductibles in 2021. I advocated for MYSELF. Why would I dispute claims on SSM's behalf when you all are worth millions? The action (reimbursement to UHC) was rather inappropriate since I am the one that paid these funds out of pocket. It is evident that you all are going to stand strong on your fallacies. I don't do business with crooks. SSM Healthcare is an unethical organization that robs patients.

  Best Regards,

  ************************;
  

  ************************

   

  
  
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/15/2024

  This correspondence serves as SSM Health's second response to Complaint # ********. 

  The refund letter is specific to six dates of service from April 2021 to September 2021 where payments were received from the insurance company, not the patient. The claims in questions were rebilled as a global package due to the member's maternity benefit. Again, we will not refund an insurance payment to a patient, but back to the original payer, and in this instance that was the insurance carrier. 

  The refund is correct as processed and the patients not due a refund. 

  Thank you, 

  ************** Patient Fianacial Services SSM Health 

• Initial Complaint

  Date:02/06/2024

  Type:Service or Repair 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 wife ********************************* was diagnosed with Lyme disease last year. After being treated by a nurse practitioner it was recommended that she see a specialist. After calling around she was connected with the *********************** at ********* in **********, **. who assured that **************************** would be able to help her. After waiting multiple months she finally had her appointment on August 21st. After reviewing her file ************* stated "I am not sure why they sent you to me as I do not specialize in ****. I deal with auto immune disorders." He asked if she would like him to check for those and she declined. Then we got a bill for $564.12. We called to dispute the bill on 9/27/23 because no services were rendered and we did not feel that we should owe anything, and we were told that we would need to send a letter. We sent the requested letter the next day. After not hearing from them we received another bill and called again to check on the status on 1/9/24. We were told that the letter was received on 10/11/23, but there was no further comments. They said they would resubmit it and call us within 7-10 days. They did not call, so we called back on 1/26/24 after giving us more run around they said they would submit it to a supervisor and we would hear back in 24-48hrs. They did not call back, so we called again on 2/1/24. This time the person on the other line said he was just taking messages and ****** would call us back later today or tomorrow. She did not. I called again on 2/5/24 and asked to be connected to a supervisor who couled help with this billing issue. After much more run around was connected with a "floor supervisor" who would not give me a name other than *******************. After trying to get me off the phone for ********************************************************************** so I asked to speak to someone who could. She stated that she could not connect me. I asked for a phone number and she said she is not allowed to give it.

  Business Response

  Date: 03/01/2024

  This correspondence serves as SSM Health's response to Complaint # ********. 

  **** Patient Relations has received this complaint and is conducting a review of the stated patient concerns. Due to HIPAA and privacy laws the details of the review cannot be shared on this platform. **** Patient Relations will communicate directly with the patient and share the outcome of their investigation. 

  Thank you for allowing us the opportunity to respond to this compliant

  ************** SSM Health ***************** Services  

  Customer Answer

  Date: 03/04/2024

  Complaint: 21256302
  
  I am rejecting this response because:  They told us they were reviewing the situation.  They have told us the same thing from the beginning.  They have only called us on one occasion, on 2/15/2024.  We missed the call, and when we called back ten minutes later, they were too busy to accommodate us.  They said they would call us back later, and they never did.  The only communication we have with them is when we call them.  
  
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/08/2024

  This correspondence serves as SSM Health's second response to Complaint # ********

  **** Patient Relations is in the process of reviewing the stated complaint and will send a formal response with the outcome once the review is completed. A letter acknowledging receipt of their formal complaint has been mailed to the consumer and states they will receive another correspondence within 30 days. We would request the consumer allow time for the review to be competed and the response received. Again, due to HIPAA and privacy laws the details of the review cannot be shared on this platform. 

  Thank you, 

  ************** SSM Health ***************** Services

   

  Customer Answer

  Date: 03/15/2024

  Release form for *****************************;

  Customer Answer

  Date: 03/15/2024

  Release for *****************************;

  Customer Answer

  Date: 03/15/2024

  Release for *****************************;

  Business Response

  Date: 03/19/2024

  This correspondence serves as SSM Health's third response to complaint # ********. 

  **** Patient Relations and the provider of service completed their review and mailed a letter of response directly to the patient today, 3/19/2024. Please allow time for receipt of this letter and outcome. 

  ************** SSM Health ***************** Serivces