Complaints

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

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  Providence Health & Services

  PO Box 3299 Portland, OR 97208-3299

• 

  Providence Health & Services

  413 Lilly Rd NE Olympia, WA 98506-5133

• 

  Providence Health & Services

  3427 E Tudor Rd STE A Anchorage, AK 99507-1282

• 

  Providence Health & Services

  3200 Providence Dr Anchorage, AK 99508-4615

• 

  Providence Health & Services

  4900 Eagle St Anchorage, AK 99503-7446

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:04/14/2023

  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.

  I was dropped by my rhumatoidologist with no notice after repeated failers by provider to make monthly consult zoom appointments in a timely fassion ....provider was repeatedly 2 to 21/2 hrs late for said appointments.....when questioned about this I was dropped with no notice. this has lead to a prolonged lack of treatment for my condition.

  Business Response

  Date: 04/25/2023

  Dear Sirs,

   

  Thank you for this communication. Per our patient's request for contact, our Clinic Manager has left a voicemail message with their direct contact information. Unfortunately we have not heard back yet. We encourage our patient to contact the Clinic leader so they can work with them to resolve their service concern.

  Please let me know if you need anything else.

   

  Sincerely,

   

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

  Customer Experience Manager

  ********************************************* and ********************

• Initial Complaint

  Date:04/05/2023

  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.

  In 2022 I visited Providence Immediate Care - Scholls for exactly the same reason: a thorn in my finger (the same exact finger, in fact), a week apart (August 12 and 19). Saw two different doctors and got thorn extracted.When the bills came in September 2022, I was shocked to see that the bill from the second doctor was twice the amount of the one from the previous doctor. I called the Providence business office and pointed out that the second doctor overbilled me by assigning the wrong higher level code. She marked my account for investigation and I paid for the first bill in full. In October I received a WRITTEN LETTER admitting that the requested code change was warranted and they would send me a new bill. I DID NOT receive ANY communication from Providence in mail or email (and nothing in Mychart either) since then until 5 months later today April 5 2023 when I received the new bill via email, a whopping $187.15 (after insurance). I had to call them again to sort it out with my insurance. Here is the kicker: the email notification I received today says in bright red letters: Your bill is now OVERDUE since Oct 2022. Are you serious?!! It's YOUR JOB to send me the new bill and you never did until today and now declared that I am OVERDUE? This is an abomination! What are you going to do next? Send it to collections and damage my credit while you are "investigating", for the second time?!!!I want you to remove the $187.15 bill because it's wrong (even the insurance company said so). Apparently the insurance company and this hospital system (both bearing the same Providence name) don't even talk to each other and want to ******* as much money from members/patients as possible. I want you to SEND me the correct, new bill ASAP. I want you to mark my account as "during investigation" while you resolve the billing mess so NO BILL IS CONSIDERED OVERDUE and your stupid system won't send it to collections automatically.

  Business Response

  Date: 04/28/2023

  Dear ****,

   

  Thank you for this communication and we are sorry for the delay in our reply.  A coding error was discovered in our patient's account leading to an incorrect balance. Our patient has been in contact with our Providence **************** team. We have corrected the balance and our patient has made payment to resolve the corrected balance on their account.

  A ********************** representative did reach out by phone and has left their direct contact information if our patient should have any questions in the future.

  We apologize to our patient for any inconvenience in their resolution of this concern.

  Please let me know if you need anything else.

   

  Sincerely,

   

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

  Customer Experience Manager 

  ********************************************* and ********************.

   

• Initial Complaint

  Date:03/15/2023

  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.

  I called the diagnostics imaging department on 3/6/2023 to schedule a dexa scan after receiving a referral from my provider. the automated message advises that in order to talk to a scheduler you must leave your phone number for a callback request and due to high volume of calls it can take several days (up to five days stated when waiting on hold for someone). Its been 9 days and no callback. I called in several times to try and schedule another callback and for 7 days my number listed as in queue and to the automated system advised to continue wait and disconnects. As of yesterday my number is no longer in queue and I never received a callback. I waited on hold 2 hours and 15 minutes on 3/6/2023 and 1 hour and 20 minutes on 3/7/2023. I called my doctors office to request assistance as I have hit a road block and do not want to wait another week for maybe a callback, they advised there is nothing there can do and just have to keep telling patients to hang in there and keep trying and someone will callback eventually. This is not a standard of care that should be accepted by a healthcare organization, especially one as prolific as Providence Health and Services.

  Business Response

  Date: 03/23/2023

  Dear Sirs,

   

  Thank you for this communication. A Providence representative reached out to our patient who informed us they were able to schedule an appointment. Our patient provided feedback on their experience and that information has been forward to our Hospital Quality team for review.

   

  We thank our patient for their feedback and apologize for any inconvenience in their resolution of this concern.

  Please let me know if you need anything else.

   

  Sincerely,

   

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

  Customer Experience Manager

  ********************************************* and ********************

   

  Customer Answer

  Date: 03/23/2023

   
  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:03/02/2023

  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 went to the ** on 8/27/2022 after being horribly ill for a couple of weeks. Several months later I received a bill from the hospital for $1174.65. I called billing, as I thought this was outrageous for a literal 20 minutes visit where they did vitals, took my temp, and put me on my way with an inhaler. A week later, I get a letter from a collection agency for $270.53. After talking with the agency, it seems the hospital bills separately for services and providers. This was a bill for the provider. I never received an initial bill, nor have I ever had a phone call or any type of contact for this balance. It's by a company by the name of Olympia Emergency Services, which is located in the hospital. Same address. I've called them 3 times and it's always answered by a voicemail. I've left messages and my phone number to inquire about this bill, and have never had a call back. I checked my insurance, and it has also never been run through my insurance. The hospital billing has advised that they don't have anything to do with this other companies billing - it is it's own thing. I can't find ANY other information on how to contact these people. If I owe the money, that's fine....but run it through my insurance first and get my out of collections because I didn't even know I had a bill!

  Business Response

  Date: 03/07/2023

  Dear Sirs,

   

  Thank you for this communication. We have been attempting to contact our patient but have not heard back from them as of March 7, 2023.  We have sent two emails to the address listed on this concern and have attempted the phone number listed.  We understand our patient may be out of town or unable to reply at this time and we invite them to contact the representative noted in our email to them. 

  As part of our review and resolution process, we have reached out to the Emergency Physician billing office (******* ER Services) which is separate billing from Providence and we have no access to those patient records. They have agreed to pause their agency collection efforts for 30 days. We have fwd our patient's insurance information to this billing office and they will send a claim to the patient's insurance Premera.

  We hope to hear back from our patient and are happy to assist with any billing questions they may have.

  Please let me know if you need anything else.

   

  Sincerely,

   

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

  Customer Experience Manager

  ********************************************* and ********************

   

   

• Initial Complaint

  Date:02/28/2023

  Type:Billing 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.

  The Providence medical organization engages in unfair and unexpected billing practices. I visited Providence in ***********, **********, on 1/27/23 for a regular preventative checkup. After that, I received a charge for $103.09 with account number ********, which caught me off guard because preventative care is meant to be covered by insurance. I called customer service and learned that I had been charged for being a "New Patient" even though I had never been informed that there would be any fees or costs associated with my visit. Medical providers must fully disclose all fees or fees that *** apply and avoid surprising their clients with a bill.

  Business Response

  Date: 03/07/2023

  Dear Sirs,

   

  Thank you for notifying us of this concern. We have reviewed the Providence Health and Services account of our patient and followed up with the clinic. This issue was determined to be caused by a scheduling error which caused the balance to be sent to our patient. We have adjusted off the patient balance in the amount of $103.09 and have mailed to our patient an itemized statement reflecting the zero balance for the date of service in question. The scheduling team who initially set up the appointment was notified of this issue and has conducted some follow up training.   

  A Providence representative has left a voicemail for our patient if they should have any questions.

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

  Customer Answer

  Date: 03/12/2023

   
  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:02/28/2023

  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.

  *********************** has mistreated me as a patient, she seems frustrated that my condition hasnt changed and she doesnt seem to understand what I tell her? In my visit summaries she doesnt write the things I tell her down then will write a twisted version, example I was bullied and she wrote that I place blame on others, that was hurtful and unprofessional. She stopped medications without first discussing, then her reasoning made no sense? She was very aggressive towards me in my last appointment. I was never contacted by her superiors with any concern? I just went on my chart to refill medications and one isnt listed so I had to send a message and wasnt able to as it stated no recipients meaning they blocked me before Ive found a new provider, how do you do that to a patient, its ?? unethical!

  Business Response

  Date: 03/07/2023

  March 7, 2023
  
  Better Business Bureau
  
  
  To Whom It May ********
  
  At Providence ************** we encourage and value feedback from our patients, their families, and the community in which we serve.  The complaint from our patient, raised concerns regarding the conduct and treatment by our physician.
  
  In general, the concerns are as follows:
  The Patient Felt Mistreated by her physician, ***********************.
  Misinformation report on patients medical record.
  Patient reports being blocked from MyChart
  
  To appropriately address your concerns, we facilitated a thorough review of patientstreatment and medical record. Where feasible, interviews with the involved physician and her leadership were also conducted. This patient was discharged prior to her complaint from ******************** care due to lack of therapeutic relationship.
  
  Our investigation found the patients medical record was accurate and all the patients care was appropriate. Furthermore, Our patient is still able to send MyChart messages, but cannot send directly to ***************** due to her discharge.
  
  Our expectation is to ****** an environment where the patient feels valued and satisfied with the care and services being provided.
  
  We would like to thank you for your commitment to excellence by sharing the concerns with us. Our ********************** is we set the highest standards for ourselves and our ministries. Through transformation and innovation, we strive to improve the health and quality of life in our communities.
  
  Sincerely,
  *************************
  Clinical Risk Manager
  
  

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19510197
  
  I am rejecting this response because:not only did *********************** input false information into my records but she also left out pertinent information Id discussed with her. I dont care what was stated in their reply as they werent in the office during our visits to know what was said and done. They merely took her side never once contacted me the patient, to hear me out, see if I was okay. Again, she dropped medications without first discussing and then dropped me as a patient without discussing, making it so I cannot refill my medications before finding a new provider which everyone knows is difficult and takes time. So PROVIDENCE could care less about my well being as a patient or a person, they did not take the appropriate steps in this situation. I would absolutely stir clear if this health care facility. They have totally screwed u my after care visit summaries with a strew of lies. ************************* is heartless and evil. On my last visit *********************** stood in front of the door in front of of me repeating you know your remarks go to my superiors in a threatening manner. This is absolutely ludicrous, disheartening, scary with what these individuals can do to patients and GET AWAY WITH. When you tell your provider your being bullied and she remarks in your visit summary PLACES BLAME ON OTHERS, that speaks volumes on the type of person she is and its not professional. 
  Sincerely,
  
  *************************;

  Business Response

  Date: 03/15/2023

  March 15, 2023
  
  Better Business Bureau
  
  To Whom It May ********
  
  Thank you for relaying additional concerns which you feel were not correctly answered in our initial response to your complaint. After additional review, we have determined all our policies and procedures were appropriately followed in patient care and her discharge. We now consider this matter closed.
  
  Sincerely,
  *************************
  Clinical Risk Manager
  

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19510197
  
  I am rejecting this response because:If they feel dropping medications without discussing with the patient are within reason and dropping the patient without discussing are within reason and within their policies then they need to be put out of business. Not ONE person from management spoke to me the patient, they go solely by what the physician says! If they feel leaving a patient without controlled medication is okay then theres something tragically wrong with our/their medical system. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/21/2023

  Type:Order 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.

  Mismatch of definition what constitutes preventative care during a routine physical exam, between the medical provider and the health insurance company (specifically related to lab tests that were ordered)

  Business Response

  Date: 03/15/2023

  Dear Sirs,

   

  Apologies for the delayed response to the BBB. We had forward this complaint to the Providence ******************************** team for review.  Clinic Leadership was following up with our patient to address their concerns. The $50.30 charge in question was adjusted off as a courtesy.

  We apologize for any inconvenience to our patient in their resolution of this concern.

  Please let us know if you need anything else.

  Sincerely

   

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

  Customer Experience Manager

  ********************************************* and ********************

  Customer Answer

  Date: 03/15/2023

   
  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. However, the systemic issue of discrepancies between what a medical provider deems preventative and what the health insurance company deems preventative has remained: Their varying interpretations of codes constitute a non-level playing field, and patients should not have to fight for or depend on courtesies.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/16/2023

  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.

  On Aug. 18th, 2022 I went to the Imaging Associates **************** location to have a biopsy performed. Before we left we paid Imaging Associates $2728.52. We thought this was the total cost of the procedure. A short time later we received a bill from the Providence Business Center for $2837. This was for pathology. A short time after that we received another bill from a company called ADL, **** for $2865 also for pathology. This is to say they charged us $8430.52 simply to tell me I have cancer. Providence reduced their bill by $567.40. All other attempts to receive financial aid were flatly refused.The bills from Providence and ADL are virtually identical and we believe we are being double charged. We have made repeated efforts to resolve the issue by contacting Imaging Associates, Providence, and ADL. The only result has been spending hours on hold and being told to contact the other companies involved. The above mentioned companies have done nothing to resolve the issue beyond threatening to send us to collections.I have attached the bills for ADL and Providence. Here is their information.ADL: Account #: ********* client #: ********/ ADL ***********************: ***************************************#: ******* Bill ID: **************************************: $2269.60

  Business Response

  Date: 03/06/2023

  Dear Sirs,

   

  Thank you for this notification. A Providence representative reached out to our patient by phone. During their conversation, our representative verified that our charges were correct and reviewed billing and services our patient received.

  Our representative provided information on appealing a Providence Finacial Assistance determination and per our patient's request, we have placed in the mail, a copy of the Providence Financial Assistance Notice of Determination she had received. The copy of the notification will be of assistance in her appeal process.

  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:02/08/2023

  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 or around December 2022. I was at home and noticed my blood sugar was dropping. I also, wear an insulin pump and noticed that I had to much insulin working at the same time. I knew I was in trouble. so, my familly and I decided, to head to the ** just in case. I was supposed to be in the safest place I could be. My sugar was dropping and I didn't feel well. There was no sense of urgency. the front desk, just took my information and told me to sit down and wait. my significant other walked up to the front desk and asked if any one could get me a soda or something!! and they just stared at him like he was crazy... He then left me by myself to go find a vending machine. I'm sitting there chugging soda trying not to pass out. I could feel my sugar going down I had never been so scared in my life. My significant other then goes back up to the desk and asks if we could at least get someone to check my sugar... The lady at the front desk said yes but, first we need to get it registered. So again, more time is ticking by and by now I'm starting to panic. My significant other starts looking for a nurse and asking for help. it wasn't unit i went into a full blown panic and started screaming, Cause I thought I was dying, that someone finally came and wanted to check my sugar. I do not trust Providence or any of its associated medical facilities with my LIFE. I am terrified for, if and when something like this ever happens again.

  Business Response

  Date: 02/09/2023

  Dear Sirs,

   

  Thank you for this communication.  We have escalated this concern to the Providence St **** Medical Center ************************** Concerns team for review. An investigation has been opened on this matter. Once completed, this team will reach out to our patient. A contact phone number and email address for the Patient Concerns team will be provided to our patient.

  Please let me know if you need anything else.

   

  Sincerely,

   

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

  Customer Experience Manager

  ********************************************* and ********************

   

   

• Initial Complaint

  Date:02/07/2023

  Type:Order 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.

  I want to file this complaint, so that there is record of it against this business and warning people who are considering doing business with them. We have several invoices outstanding with Providence and some are over 100 days old. They are supposed to approve and pay invoices on a schedule agreed to with AMN, but they don't adhere to this agreement either. It seems that they just do what they want with invoices and the small business gets hurt in the process. I guess the ********* aspects don't apply to paying others what is due.

  Business Response

  Date: 02/20/2023

  Dear Sirs,

   

   

  Thank you for this communication. I have forward this feedback to our Covenant Medical Center, *******, ** Executive Leadership team for review.  

   

  Please let me know if you need anything else.

   

  Sincerely,

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

  Customer Experience Manager

  ********************** (Covenant) Health and Services

  Customer Answer

  Date: 02/21/2023

   
  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.  The outstanding invoices have since been paid as well.

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