Business Profile

Hospital

Providence Health & Services

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Providence Health & Services's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

91 total complaints in the last 3 years.
24 complaints closed in the last 12 months.

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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:08/14/2024
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.
I had an emergency room visit in March of 2024. Swedish Medical (aka Providence) is unable to provide a complete record / accounting of the bills I will incur (including bills to be sent by third parties.) In May 2024 I requested this information. They stated they only have the ability to provide charges that will show on "my chart". They were unable to provide any additional information on bills I will receive as a result of my visit. In August 2024 I received a text message from a third party with a link for making payment. I am asking simply for a full and complete accounting of any and all charges I have or will receive, including charges from Swedish Medical and any additional third party charges. Third party text messages from companies I have never heard of, sent 5 months after my emergency room visit, do not equate to transparent billing practices. I contacted Swedish Billing customer service again on 8/13 and 8/14 and they again said they are unable to provide me with information regarding charges I can anticipate for my visit and what companies I can anticipate them from. There is absolutely no way for a patient to understand what charges will be due from an emergency room visit at *******.
Business Response
Date: 08/16/2024
Dear BBB,

Thank you for this communication. A Providence Health and Services/Swedish Health Services representative reached out to our patient by phone recently. Our patient is upset that all services provided during their hospital visit are not billed through Swedish. Our patient also expressed concern that they were not made aware of the fact that they could receive billing from outside providers.
Our representative did assure our patient that they will provide this feedback to our Patient Experience leadership team. In addition, our representative has contacted the outside providers who will mail itemized statements of their services to our patient. Our representative has also mailed a copy of an itemized statement of Swedish Medical Center provided services during our patient's visit.
We apologize for any inconvenience to our patient, and we thank them for their feedback.
Please let me know if you need anything else.
Sincerely,
*********************
Customer Experience Manager
********************************************* and ********************

Customer Answer
Date: 08/20/2024

Complaint: 22144442

I am rejecting this response because the correspondence from ********************* does not accurately reflect my complaint. ***************** incorrectly writes, "Our patient is upset that all services provided during their hospital visit are not billed through Swedish."
That is incorrect and does not reflect either the phone conversation I had with the *************** Representative, OR THE WRITTEN COMPLAINT FILED WITH THE BETTER BUSINESS BUREAU.
I am not concerned or upset by bills coming from Third parties. I am concerned that I have not been provided with any accounting of what bills are forthcoming for an emergency room visit that occurred 5 months ago. As I wrote in my complaint and verbally communicated, my request is for a written account of costs incurred for services rendered, including costs that will be sent via third party. I AM ASKING SIMPLY FOR A FULL AND COMPLETE ACCOUNTING OF ANY AND ALL CHARGES I HAVE OR WILL RECEIVE, INCLUDING CHARGES FROM SWEDISH MEDICAL AND ANY ADDITIONAL THIRD PARTY CHARGES.
I am currently awaiting the itemized mailed statements from Swedish Medial and "Outside Providers". Currently I have not received any statements. Swedish has not provided a list of who those providers are (Provider Names). Swedish has provided no follow up information or response to my complaint in writing. I will not accept a response from Swedish until the documentation requested is received.
I also notified Swedish that they, and their third party providers, are not authorized to send invoices via text message. Despite this direction I received a text message requesting payment on 8/16/24.

Sincerely,

***************************
Business Response
Date: 08/30/2024
Dear BBB,
We apologize if we were not clear in our response to you or our patient in regard to his request for an accounting of full charges for services provided.
Our representative has contacted Eastside Emergency Physicians ************ and Radia ************ and has requested itemized statements from those offices to be mailed to our patient on the patient's behalf. While it can take two weeks for receipt of those documents, we hope by this date our patient has received those documents for his review. In addition, we have mailed an itemized statement from our patient's visit to the ***************************************** emergency department for the facility related charges. Our patient should receive three separate statements for review. (Swedish, Eastside and Radia)
In addition, we have reviewed our patient's Swedish Health Services account to confirm that text messages will not be sent from our organization.
We apologize for any inconvenience to our patient in his resolution of this matter.

Sincerely,
*********************
Providence Health and Services
Initial Complaint
Date:08/08/2024
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.
Providence is the medical provider that my primary care physician Doctor ******************* is under. On July 16 this year, a Providence *** called me and said they noticed I have a Local Plus plan, stating they no longer accept Local Plus plans and only accept Open Access Plans. They considered my plan out of network as of January 1 this year, but they never notified me until July. They told me I have 30 days to switch (as if they thought I could just do that). I told them my employer only lets me enroll in a new plan in April. My employer confirmed their deadline to change plans is May 15. Providence had notified me two months too late. I was going to see **************** in the middle of August about a pain I've experienced that I fear could be cancer. Providence abruptly cut off my PCP from me. I was also scheduled to see my oncologist in October, but this sudden denial of care now prevents me from seeing my oncologist, too. I now have to wait months to see a new doctor about my personal pain, delaying any treatment I need. I've attached my internal messenger conversation with the Providence Reps. *** also ***orting this to the Oregon **************
Business Response
Date: 08/27/2024
Dear BBB,
Thank you for this communication. A Providence Health and Services representative recently spoke with our patient by phone. We did convey to our patient that their concern is currently under review by Clinic leadership and our contracting department. Providence has requested an Out of Network exception through our patient's insurance, Cigna and we are currently awaiting their response.
We will connect with our patient in approximately two weeks to provide an update and/or next steps.
Please let me know if you need anything else.

Sincerely,
*********************
Customer Experience Manager
********************************************* and ********************

Customer Answer
Date: 08/27/2024

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. I will wait for their response and see that they follow through.

Sincerely,

*****************************
Initial Complaint
Date:06/29/2024
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.
On July 5, 2023 I went to see a lactation specialist. Swedish billed my insurance, United healthcare. Originally, United paid the cost but in December of 2023 the took the money back from Swedish. The reasoning on the claims was "This procedure or supply is part of the global service. These charges are not eligible for separate reimbursement. (O5)" Now Swedish is charging me $430 dollars, but it is my understanding that this was a follow-up appointment for lactation care and should not be billed.
Business Response
Date: 07/09/2024
Dear BBB

Thank you for this communication. A Providence Health and Services representative spoke with our patient earlier today by phone. During the call we let our patient know that Providence is appealing the take-back of the *** payment and have removed the balance from patient liability.
Our patient is satisfied with steps taken to date to resolve this concern.
We apologize to our patient for any inconvenience in their resolution of this matter.
Please let me know if you need anything else.
Sincerely,
*********************
Customer Experience Manager
********************************************* and ********************

Customer Answer
Date: 07/11/2024

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:06/18/2024
Type:Sales and Advertising 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.
Had waited 3 hours bleeding all over the floor of the hospital when only 5 people were in front of me. Other people who were checking in after me had gotten a room and checked out before I was even seen, while still bleeding out asking to be seen
Business Response
Date: 07/08/2024
Dear BBB,

Thank you for this communication. Given the nature of this concern, we have forward to the Providence Health and Services ****************** team, (QM), and it is currently being managed though their internal clinical review process.
The QM team will reach out directly to our patient.
Please let me know if you need anything else.
Sincerely,
*********************
Customer Experience Manager
********************************************* and ********************
Initial Complaint
Date:05/18/2024
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.
July 15 2023. Im a paramedic and brought a patient into their ** in Lubbock Tx. I passed out. A front desk girl told the ** staff I was having a seizure. I wasnt. They administered versed that they shouldnt have. I lost control of my airway and aspirated. Due to this I was hospitalized for 3 days for aspiration. The bill is ****** because of them. I applied for charity and could prove I only have $4-600 a month left over. The denied me charity. The lowest they will allow me to pay is $436. They know this is putting me into a financial crisis. I dont have money for food now, ** going to lose my car therefor my job because of this bill. I asked if they would let me skip 1 payment and they said if I did they will double my monthly payment. I brought a sick patient to them, and they have ruined my life. I cant afford this payment and they wont work with me at all. I sent them all my banking info, my bills and paystubs and they are fine letting me live off of $100 a month even though 90% of this bill is because of a medication error they made. If anyone that can help is reading this, please help me. Theyre ruining my life. All Im asking for is a reasonable payment. I could have done a lot worse to them after they did what they did, but I didnt. I agreed to pay the bill because I thought it was right. In turn this is what they are doing to me I just happened to be in their facility and pass out. They saw an opportunity to wrack up an astronomical bill. If providence reads this I imagine theyll reach out and make me jump through hoops that I cant, then respond on here they resolved the is*** while leaving me in the same situation. I only want to be treated like a human. Im tryin to pay this bill. Some people dont even pay a ***** and even then they are just 100% taking advantage of me. After I lose my car, Ill lose my job. I wont be able to pay anything Theyll turn me into a collection agency that will *** me. Ive paid them the full amount every month.
Business Response
Date: 05/29/2024
Dear BBB
Thank you for this communication. A Providence Health and Services representative spoke with our patient on 5/21/2024. We are working with our patient to resolve their billing and care concerns.
Our patient has a direct contact phone number to our representative and will be our patient's point contact as we work together to resolve their concerns.
We apologize to our patient for any inconvenience in their resolution of this matter.
Please let me know if you need anything else.
Sincerely,
*********************
Customer Experience Manager
********************************************* and ********************

Customer Answer
Date: 05/29/2024
The *********************** is currently working with me on an agreed upon resolution. The representative has been nice and courteous.
Initial Complaint
Date:05/06/2024
Type:Product 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.
Providence sent my bill to a collection agency. After a couple visits to my primary care manager I was notified a month later from a collection agency that I owed them money. I paid the collection agency, then found out that Providence said they had my information but not my mailing address so they sent a bill to collections. Why they didn't email or ****, I do not know. Come to find out, Providence sent the bill to the wrong people, yes they sent the bill to the incorrect place. They had the wrong billing, never corrected it, and now I'm out almost $500 when all they had to do is call or email me....Or bill the correct people. I am a retired military veteran and this has been 6 months and I have still not got my refund.
Business Response
Date: 05/21/2024
Dear BBB,

Thank you for this communication. A Providence Health and Services representative spoke with our patient earlier today. Our representative was able to share the results of our review during the call.
We did notify our patient that a refund in the amount of $415.50 is being placed in the mail to them this week. Also as a resolution to this concern, we are adjusting the balance for the date of service in question. We believe these actions resolve this billing matter.
We apologize to our patient for any inconvenience in their resolution of this issue and we thank them for their Military service.
Please let us know if you need anything else.

Sincerely,

*********************
Customer Experience Manager
********************************************* and ********************
Customer Answer
Date: 05/21/2024

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:05/03/2024
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.
Around the New Year of 2023, my child and I each visited separate Providence urgent care centers and Ive been fighting for accurate billing and reversal of erroneous charges ever since. First, my child was seen by appointment at Providence *********** in ****, to be treated for Pink Eye so she could return to school. We were in the building for a total of 9 minutes including 4 with a care practitioner who assessed her from across the room. We received 2 invoices: No. 853003412247_PB_53 for $245, (insurance-adjusted amount due $41.72, which I paid) from Providence *************************** Center, coded as Office/Other Outpatient Services; and 270000231234_HB_53 for $159 (insurance-adjusted amount due of $144.53) from Providence ************* Napa, listed as ER/Clinic/Misc performed the same date. My visit, a week later, to a UC center in **************, again garnered two invoices: One with no invoice ID (acct #*****, 1/7/2023) for $299, coded *********** at ************************ Health UC2 (insurance adjusted amount due of $25, which I paid); and 270400359343_HB_53, for $159 (insurance adjusted amount due of $137.67), coded Emergency Room at the Providence ********************** Center, performed same date. After months of calls to their collections agency, my insurance carrier, and Providence (one of which was aggressive in demeanor, refusing to escalate to a supervisor and insisting that my ONLY option is to pay up -NOW- or pay additional collections agency fees and face collections, legal proceedings, court judgement, ruined credit), I have learned that for the bills which were coded as ER, I am responsible for all costs up to my ER per-visit deductible of $150.00, rather than the $25 co-pay for a UC visit as quoted in my carriers Summary of Benefits. We intentionally chose UC centers for these minor but timely issues to avoid an ER and subsequent ER bills. Yet somehow Providence thinks its reasonable to charge us for visiting an emergency room anyway.
Business Response
Date: 05/09/2024
Dear BBB,

Thank you for this communication. A Providence Health and Services representative recently spoke with our patient by phone. We certainly understand our patient's concern about the billing they received. As a resolution, Providence has made adjustments to the accounts in question. This was a satisfactory resolution for our patient, and we now consider this matter resolved.
We apologize for any inconvenience to our patient in their resolution of this concern.
Please let me know if you need anything else.
Sincerely,
*********************
Customer Experience Manager
********************************************* and ********************
Initial Complaint
Date:04/25/2024
Type:Customer Service Issues
Status:
UnresolvedMore 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.
Swedish Health Services in ******* ** allowed their clerical staff to leave disparaging and biased comments into my official medical records. The comments included that I show passive- aggressive behavior, I was rude and demanding, I insisted on being notified when lab tests I were required, etc. I notified my PCP via MyChart that I disputed these comments and requested they be removed. As typical, she never bothered to respond. I called the clinic to speak to my PCP but was transferred to the nurse, not an RN but an ***. The *** advised that the clinic clerical staff and call center staff absolutely are allowed to leave comments in my medical records. When I asked what qualifications did the clerical staff have to leave a comment that I exhibited passive-aggressive behavior, she responded no qualifications were needed, anyone could say that. The ***'s solution was to remove the physician as being my PCP. This is an unsatisfactory resolution for me.
Business Response
Date: 05/13/2024
Dear BBB,

A Providence Health and Services representative spoke to our patient by phone today (5/13/2024). Our patient may request an amendment to their medical record, and we are mailing a PATIENT REQUEST TO AMEND A DESIGNATED RECORD SET form to our patient's home address.
Once complete, we ask our patient to return the form to:
HIM Compliance, Providence Office Park
PO BOX 4950
******** OR 97208 Fax: ************** Email: *******************************************
Sincerely,
*********************
Customer Experience Manager
********************************************* and ********************
Customer Answer
Date: 05/15/2024
No documents were received from Swedish. I am waiting for receipt of referenced forms. When can I expect to receive them?
Business Response
Date: 06/05/2024
Dear BBB,

Thank you for this communication. Providence Health and Services did place a Patient Request to Amend A Designated Record Set form in the mail to our patient on 5/13/2024. We are sorry our patient did not receive it. I have placed another form in the mail today 6/5/2024.
As a reminder: Our patient may request an amendment to their medical record, and we are mailing a PATIENT REQUEST TO AMEND A DESIGNATED RECORD SET form to our patient's home address as listed on the BBB complaint.
Once complete, we ask our patient to return the form to:
HIM Compliance, Providence Office Park
PO BOX 4950
******** OR 97208 Fax: ************** Email: *******************************************
Sincerely,
*********************
Customer Experience Manager
********************************************* and ********************
Customer Answer
Date: 06/06/2024

Complaint: 21610843

I am rejecting this response because:
My complaint is to remove the disparaging, one-sided, and untrue comments made by Swedish clerical and call-center staff to my medical records. I consider my medical records, with the impact they can have on my life, to be sacrosanct.
I received the request form for deletion of portions of medical records from Swedish. However the request form provided from Swedish specifically excludes deletion of entry made by non-medical staff. How does that resolve my issue?

Sincerely,

***************************
Initial Complaint
Date:04/10/2024
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.
Aqua therapy from Providence Napa. Was told that they received approval from my insurance and copay would be $40 per session. Did 20 sessions and 2 evaluations . Providence did not bill until after I did 20 sessions and I was then told that insurance does not cover AQUA therapy. Providence employee later ADMITTED that she did NOT SPECIFICALLY ask for AQUA therapy approval. I never would have done ONE session had I known that insurance would not cover sessions. PROVIDENCE removed the bills from my account after I complained and now the bills are posting again on my account. I AM Now getting the run around. I want them to remove the bills and put my account and keep my account at zero for these charges.
Business Response
Date: 04/25/2024
Dear BBB,

Thank you for this communication. A Providence Health and Services representative spoke with our patient by phone on April 19, 2024. During the call, our representative reviewed our patients concerns.
During our patient's registration, they signed an insurance verification summary which specifies a quote is not a guarantee of insurance payment. At time of registration, we did advise our patient to contact her insurance to clarify benefits. Unfortunately, our patient's insurance did not cover any of the services provided during her sessions. Providence has appealed the insurance denial on our patient's behalf multiple times without success.
Our patient has agreed to apply for Providence Finacial assistance through our MyChart application and will receive a letter of notification upon completion of the financial review.
We apologize to our patient for any inconvenience in their resolution of this matter.

Please let me know if you need anything else.

Sincerely,
*********************
Customer Experience Manager
********************************************* and ********************
Initial Complaint
Date:04/03/2024
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.
My husband went through a surgery last April and we were asked to pay $2000 upfront despite of the fact that he would have met his deductible at that time. We made that clear and were told that the excess, $586.83 to be exact, would be refunded to us if thats the case. Fast forward to months later we realized we are yet to receive any refund, so we started calling. After multiple interactions they finally admitted that they have refunded the wrong account. We didnt actually get the money. So they promised make the refund. However, they refunded the money to my FSA card on April 1 2024, a year after the surgery and way passed the time I am able to use that fund. We asked for a check instead but were told that they only way for the to refund us is to send the money to an account we cannot access, without acknowledging the fact that if they have refunded the money a year ago, none of the problems will happen. The way providence handles this is very unprofessional and we somehow bear the consequences of their mistakes, which is not fair. We are now asking for the refund to be paid to us in a form that we can actually access.
Business Response
Date: 04/18/2024
Dear BBB,

Thank you for this communication. We have left several voice mail messages for the complainant to return our call. Unfortunately, we have not heard back.
We have reviewed the Providence health and services account in question:
We have no record of a $2000 payment, billed ASU services, or record of any phone calls made to our office regarding a refund/overpayment issue.
Based on our review, these services were not performed at, or billed by, a Providence Health and Services entity.
Please let me know if you need anything else.

Sincerely,

*********************
Customer Experience Manager
********************************************* and ********************

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Providence Health & Services is NOT a BBB Accredited Business.