Business Profile

Hospital

Providence Health & Services

Headquarters

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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:02/02/2023
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 had surgery done at Providence located at ************************************************** by ***********************************, MD. Since that date, i have noticed some side effects and issues that began occurring after this surgery and have mentioned them to my primary physician. My primary physician decided to submit a referral to this OBGYN clinic ( even though i was already a patient there) and I could have just called. a couple weeks later i received a telephone call from an OBGYN employee whom advised me of dates and times i could potentially be scheduled- but i asked to specifically see this Dr. again- therefore decided the wait the extra few weeks for that appointment on March 9th 2023. Today , after all of this time, i received a phone call from an OBGYN employee stating that my appointment will be cancelled because this particular doctor is not seeing new patients. After trying to explain to the employee that i am not new, she did my surgery, and that the symptoms i have began directly after the surgery- she did not listen whatsoever.
Business Response
Date: 02/07/2023
Dear Sirs,

Thank you for this communication. A member of the Clinic Management team spoke with our patient by phone yesterday, 2/6/2023. An appointment was scheduled for the original day requested by our patient.

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:01/16/2023
Type:Delivery 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 called Providence *********** to ask if they could order a labs because I have no primarycare physician currently, the lady thatanswered the phone told me they could order a medical tests if needed. When the doctor entered the room he told me they could NOT order medical tests or lab work, and thatlady that took my call was NOT medicallytrained.What is the point of seeing Providence *********** if they cannot order lab tests.Making a proper diagnosis requires testing. A doctor who cannot order lab work is worthless without testing he is just guessing. Maybe the ************* was lyingand just wanted to go home early. I have never seen a doctor before who could not order labs.This visit was a complete waste of time, and money for me, no diagnose, no test, no help, I wouldthink most reasonablepeople would think when they seea doctor that the doctor has the abilityto order medical tests or lab work, I work recommend Multicare Indigo they do lab work and testing. Providence *********** should be required to disclose they offer NO medical testing or lab work so patients do not get ripped off.
Business Response
Date: 01/19/2023
Dear Sirs,

Thank you for this communication. Given the nature of this concern, we asked the *********** clinic medical staff to review this patient feedback. Based on their clinical review, they did find care for our patient was appropriate.
Clinic leadership has left a voicemail asking our patient to return their call so that they may discuss the results of their review and answer any questions that our patient may have regarding their visit to the clinic.
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:01/13/2023
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.
On April 23 2022 I received eight stitches at Providence ********* Hospital ***********************************************************************************. Upon arrival i was checked in put in a room, aprox ********************************************************* 4.5 Hrs later a girl clocked in and stitched me. When i received my bill for $1722.74 from Providence in ******** another bill shortly after from Team Health ************************************************ in the amount of $779.00. I've called both places monthly twice a month, written several letters and still no one can explain the charges? I want an itemized statement showing what Im being charged for? WHY IS THIS SO DIFFICULT. Then i was turned over to collections? I am going to take legal action this is just WRONG. Do you pay any bill without an explanation of the charges, NO, why is it ok for a hospitol?
Business Response
Date: 01/23/2023
Dear Sirs,

Thank you for this notification. We have reviewed our patient's Providence Health and Services account for the date of service in question. As noted, our patient has contacted us, and we have per her request mailed itemized statements and a UB-04 claim form which list a description of services provided. Our patient's account was forward to an agency; ***************************** for follow up on her Providence balance. A payment in full for Providence Health and Services billing was made to that agency on November 30, 2022. ***************************** per Providence request, currently does not report any of their collection activity to Credit Reporting Bureaus.
Our patient did receive a separate billing for ******************** (**) physician services. These charges are administered by a separate entity and Providence has no access to those billing records or activity. We did reach out to this ** billing office and requested they send an itemized statement of their billed services to our patient.
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 ********************
Customer Answer
Date: 01/30/2023

Complaint: 18808559

I am rejecting this response because:
I have called month after month written letter after letter and I always received the same invoice in which case has ZERO explanation of charges as you can clearly see in the attachments. The last one Describes Emergency Room General $833.00 Emergency Room general $811.00 Pharmacy $78.74.........SO what this tells me The cost of eight (8) Stitches was $78.74 And the remaining balance of $1644.00 Was for sitting in a room waiting for the stitches for 4.5 Hrs @ $365.33 per hour. In addition im being charged another $779.00 FOR WHAT, WHO IS TEAM HEALTH? Providence representative could not even explain who TEAM HEALTH WAS OR WHY THEY WERE CHARGING ME? Thus bringing my totals to sit in a room to $542.89 PER HOUR. Again I am taking legal action. People have a right to know what they are being charged for this is not right.
Sincerely,

*****************************
Business Response
Date: 02/09/2023
Dear ****,

Thank you for this follow up communication. A Providence representative made a call to our patient's contact phone number on February 2,2023, leaving their name and direct number for call back. Unfortunately, we have not heard back from our patient. Our representative made another call today, February 9, 2023 however they were unable to leave another message due to a full voicemail box.
We invite our patient to call our representative directly at ************. We are happy to any billing questions they may have. Our representative did place another itemized statement in the mail to our patient for their review.

Sincerely,

*********************
Customer Experience Manager
********************************************* and ********************
Initial Complaint
Date:01/10/2023
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.
My son has a sore throat and asked for a Rapid Strep test. He was told that they would do the test, but needed a virtual visit first. They never said that they don't do COVID tests prior to the virtual visit. At the end of the virtual visit, my son was informed because of COVID concerns they wouldn't see him or do a Strep test, and he should go to another urgent care center, but that we would be charged for this visit. When I called to complain, the billing office said that there was nothing they could do and that we would be charged anyway. I believe this is a racket, misleading and fraudulent.Product_Or_Service: Health care
Business Response
Date: 02/02/2023
Dear Sirs,

Thank you for this communication. We have attempted to reach our patient by phone and have sent an email to the address listed on this concern. We are unable to locate an account mentioned by the complainant.

We ask our patient representative that they contact our Providence representative at ************ (*********) and they will be happy to assist.

Sincerely,

*********************
Customer Experience Manager
********************************************* and ********************
Initial Complaint
Date:01/10/2023
Type:Customer Service 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.
Visited an ************ in *******. Saw the ** for less then 10 minutes and received antibiotics for a sinus infection and was billed over $344 for the visit. My wife also had the exact same experience. This is double the cost of the urgent care near this facility. No communication on cost until we received our bills, then spoke with their customer service no less then 5 times received multiple conflicting answers and never received a call back from a manager that was supposed to call me.
Business Response
Date: 02/02/2023
Dear Sirs,

Thank you for this communication. A Providence Health and Services Supervisor spoke with ***** on November 16,2022 at which time there was an explanation of the billing and charges. As a courtesy the charges for the date of service in question were written off and an itemized statement reflecting the $0.00 balance was mailed to our patient for their records.
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:01/04/2023
Type:Customer Service 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.
Mission Hospital billed $2,269.59 for my ER visit. My insurance paid $1,013.36 and I paid my $45 ER copay. As a healthcare professional working at another hospital further away, I kindly asked Mission Hospital to adjust the remaining balance of $1,191.35 as their ER was not busy late that evening and all I needed was two drops of proparacaine and an opthalmic antibiotic to allow me drive to work the nightshift. Proparacaine only costs the hospital $35 per 15mL bottle and my prescription only costed $5. I sent proof of all my financial obligations to Mission Hospital which clearly shows my debt-income ratio and that I could not possibly afford to pay for this bill. Mission Hospital did not show any compassion and advised that I file for bankruptcy.
Business Response
Date: 01/13/2023
Dear Sirs,

Thank you for this notification. We have received our patient's Providence Health and Services financial assistance application and have notified our patient that we have granted a one-time assistance for the date of service in question. Patient balance is $0.00 and their payment made to Providence for the services will be refunded back to them.
We apologize for any inconvenience in our patient's resolution of this concern.

Please let me know if you need anything else.

Sincerely,

*********************
Customer Experience Manager
********************************************* and ********************
Initial Complaint
Date:12/30/2022
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 11/26/21 I received care at Providence St ******* Medical Center in ********. My health provider, Providence processed my claim on 12/10/21. We submitted payment and believed we were current. Late in October of 2022 we received an EOB from Providence Health stating that we would owe $303.08 for care received on 11/26/21. On the same day, we received a bill from Providence St. ******* Medical Center advising we owed $303.08 and that it was PAST DUE. We called Providence as we believed it was duplicate bill and in addition, how could it be PAST DUE on the day we received it!!! Providence Medical Center glibly replied that in the state of Oregon they have 12 months to bill us and we owed it. We then filed a complaint with the OR **** of ********* thinking that the insurance company processed the payment late. They replied that it was Providence St. ******* Medical Center that delayed it. The insurance claim was originally processed on 12/10/21 but then on 2/11/22 the provided submitted a corrected claim reducing the amount owed by the insurance company. A refund was request was sent to the provider on 4/1/22. On 10/11/22 the refund was recouped and on 10/11/22 the corrected claim was processed and we received the new EOB and the PAST DUE billing notice.
Business Response
Date: 01/13/2023
Dear Sirs,

Thank you for this communication. Our representative spoke to our patient by phone on January 10,2023. She discussed the delays in the billing to our patient which unfortunately caused payment confusion through no fault of their own. We have as a courtesy written off the balance for the date of service in question. Our patient expressed satisfaction with this resolution.
Providence health and Services apologizes 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:12/24/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
It started on June 16th, when I went to see a general doctor in Medford, OR about a Worker's Compensation claim I made against my employer due to a repetitive motion injury on the job. I got a referral to a nerve specialist for the end of July.On July 29th, I show up to the nerve specialist to find that I was referred to the wrong clinic, because the place they referred me to cannot legally handle worker's comp claims. On top of my claim being denied because I didn't see a specialist in the window my employer gave me, Providence refused to compensate me for driving 2 hours for nothing, saying it wasn't their fault because 'It wasn't anywhere in the doctor's notes that this was a worker's compensation claim.' I told them verbally it was work-related at least twice. It shouldn't be my responsibility to make sure the doctor takes proper notes and passes them on to the proper people.Weeks go by, after I am assured that I will be contacted by Occupational Medicine for a triage and eventual referral to the right specialist. Nothing. I make multiple calls over the next few months (It was tough to get calls out due to being placed on wildfire duty), and finally get through to someone on November 14th, after having been given the wrong number to call earlier. They take notes on my condition and tell me I will be contacted in the next few days with more info. That was the last I heard from them. I tried calling back at least once a week since then, and got either the voicemail, on which I left at least two messages with no reply, or simply listened to the phone ring with no answer, or got a message saying that the phone system was not set up.So, now I could be looking at permanent nerve damage due to being forced to continue to work on my injury, all because people here can't be bothered to do their job.
Business Response
Date: 01/13/2023
Dear Sirs,

thank you for this communication. We have notified the ***************************** clinic of this patient issue. Their Leadership team will reach out to our patient directly and resolve his concerns noted in this complaint.
Please let me know if you need anything else

Sincerely,

*********************
Providence Health and Services
************
Initial Complaint
Date:12/14/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom It May ********* have a concern about a bill from a recent ER visit to St. ****** ER in ******************. I had 2 consecutive visits in one night and on the bill for the second visit there is an ER room charge, however the entire visit was conducted from the waiting room. I have tried twice to explain this to the billing department and they have not helped. They told me that they "declined" to review my bill because I eloped - they literally "declined" to help me fix an inaccuracy in my bill for a service that I did not receive - which frankly should not be denied under any circumstances and is also illegal. I saw that my insurance paid the bill but that the fraudulent room charge was not removed. I am disturbed that the billing department would push through a fraudulent charge for a service that I never received despite my attempts to reach out to them and explain the situation.I believe that I am entitled to accurate billing, no matter what, just like every patient is who sets foot into your hospital. Please let me know if you can help me. If this charge is not removed, I am going to escalate to reporting the hospital to the medical board. Thank you, *********************
Business Response
Date: 12/30/2022
Dear Sirs,

Thank you for this communication. We have reviewed our patient's Providence Health and Service account and spoke with our patient by phone on December 14,2022 to discuss her billing concerns. Coding reviews were completed on the accounts in dispute and our patient notified of the results of the review by mail. Our patient did contact our customer service/billing representative and was given status on those accounts.
A Providence customer experience Liaison did attempt to leave VM messages on December 22nd and December 30th however our patient VM was full. Our patient does have contact information from our December 14 call and invite our patient to call back at that number if she has any additional questions.
We apologize for any inconvenience to our patient in their resolution of this concern.

Sincerely
*********************
Providence Health and Services

Customer Answer
Date: 12/30/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:12/09/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a ******** Advantage plan provided by my former employer. Providence has been billing my insurance for years even though they are not in network. My insurance pays as long as the provider accepts ********. As of January 1st 2023 Providence has decided to not accept my insurance. Their reason is that they want to provide better services to their in network clients. First it was only primary care providers and now they are going to extend it to their specialists, labs, imaging and probably the hospital. They are a giant provider here in ******** so it is not only frustrating to have to find other providers but frightening as well. I feel as though I have been kicked to the curb even though I have excellent insurance coverage. I guess they no longer subscribe to the Hippocratic oath "First do no harm".
Business Response
Date: 12/30/2022
Dear Sirs,

Thank you for this communication. We appreciate our patient's feedback on this concern and a representative from Providence did reach out to discuss our non contracted policy with her.
We apologize to our patient for any inconvenience in their resolution of this complaint.

Please let me know if you need anything else.

Sincerely,

*********************
Providence Health and Services

Customer Answer
Date: 12/30/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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Providence Health & Services

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