Ascension Health
reviews and complaints

On or about Thursday, March 31, 2022, I met with Dr. ***, my primary care provider, who practices under an Ascension Medical Group facility in Georgetown, Texas, in order to obtain a referral for an MMPI evaluation. The psychiatric referral had been requested of me by my therapist. The appointment went well, and ended with Dr. *** assuring me that his office staff would subsequently provide me the requested referral. About a week later, I contacted the office and was informed that the referral specialist was out of town and would provide the referral within two or three days. In the intervening weeks I left two voice mails with the referral specialist. No response. On or about Monday, April 25, 2022, I left a voice mail with the Office Manager, describing the failure to provide the promised service, and once again requesting the completion of my requested referral. Once again, no response. On or about Wednesday, April 27, 2022, I received an email from my therapist informing me that she would suspend future services until I could confirm an MMPI appointment. Please note that I have no complaints regarding the quality of medical care that I have received from Dr. ***, but his office staff's failure to provide ancillary (but critical) services is unprofessional and deserves public complaint. I have pursued every normal customer recourse yet still have not received my promised (and purchased) service a near month after the initial appointment. Please see the attached HPPA Release and Suspension Letter in support. With the hope that I will yet receive the promised referral, I remain, respectfully yours, ~

I applied for financial assistance with Ascension and was granted 100% assistance. However, my *** does not reflect the financial assistance and I have contacted Ascension several times and all they say is they can't find the assistance information and they close out the customer service request. I have provided *** customer service with a copy of the financial assistance approval letter several times and they say they can't find it. I am at my wits end and I understand that I am not the first woman to ever have breast cancer but one would think that someone at Ascension could actually do their job and try to help me out. This isn't the first time that I have had this very same issue with Ascension as they did this exact same thing a couple of years ago. I don't understand why they just close out the customer service request without any help/resolution. I have even requested three times for an actual United States Postal address so I can physically mail them a copy of the letter since no one at Ascension can retrieve any of the *** copies I have sent them through the Ascension Patient Portal/*** Pay. Even that request has been closed without providing an address. Ascension is a big conglomerate with several locations in several states and since they can't actually retrieve the information from their own website/Portal I am sure that they will not be able to match my letter sent to some random address with my ***! Believe me if there was any other option in my area I would avoid Ascension all together but unfortunately that is not the case in Northeast ***! I have attached the letter along with the customer service request that show there is an attachment.

On 01/25/2022, I had an ultrasound and my responsibility for that procedure is $279.48, amount that I was aware of from the *** provided by my insurance. I was expecting a *** that I never received. Mid-April I started receiving phone calls from a company R1CM *** but the calls were placed by an automated service, requesting me to call back the number that was provided. I called numerous times the given number ***, reaching again an automated system, and none of the options would allow me to speak to a human being, or address the issue of not having received a ***. After several failed attempts, my husband figured out that if we continue staying on the line long enough, eventually the call would be transferred to a customer service representative. I made calls, which they recorded, on 05/12/22, 05/19/22, 05/23/22, 06/01/22, 06/09/22, 06/10/22 stating that I have never received a *** for the service received on 01/25/22 and requested a paper *** each time. Every time I was promised to be sent a paper *** but the only thing, I received was an itemized statement with the amount I was owing, not an actual *** with the information of who to make the check payable to. I contacted the provider who performed the procedure on 06/13/22 at *** and they provided another number, apparently to their billing department ***, which I contacted on 06/13/22, 06/21/22- requested to speak to a supervisor, *** who promised to escalate the issue of why a paper *** was not sent to me and ensured me that I would receive a paper *** by mail within *** days. Still nothing, so I called again 07/08/22 but no one can answer why they refuse to send me a *** that I have been begging for 2 months. With 6 months since the date of service approaching, they will most likely pass the unpaid charge to a *** collection agency and my credit score will be negatively affected. My responsibility is to pay my bills, not *** and beg for them.

Pt *** DOB 8/1 DOS 2/23/2022 Billed $371 came in for an annual visit a & *** charged for an office visit *** $120 in addition to physical office visit *** & exam Dr notated that he discussed ADHD Meds referred us to a psychologist & discussed allergies saying for us to do steam *** sprays None of that happened! I had to make Dr aware that my 5 year old son was diagnosed w/ ADHD Sept 2021 while we were in *** was my sons original Dr before leaving for *** 11. During that appt he attempted to try & discuss ADHD meds however I refused to have that conversation or even have an ADHD consultation bc we already had a consults in Sept 2021 w/ the *** Dr *** never mentioned or referred us to a psychologist during that visit Like he had notated in his *** asked Dr to rewrite my sons prescriptions in his name to CVS to avoid confusion when refilling script & let Dr know that Dr was the original subscriber of these RX however while we were gone sons Dr in *** redid the script in her name so I need Dr to get that corrected Dr *** didnt discuss with us about his allergies *** didnt even ask how our sons allergies were *** didnt not suggest for us to do steamy showers or nasal spray at all When asked to redo the script in his name he nodded his head & did it nothing was said at all Dr refuses to update his notes to what actually did happen in the office visit to get this claim corrected I have been fighting this since March Ascensions *** the Director of *** is unable to help me due to Dr's *** in fixing his notes *** states his notes are correct & is unwilling to fix them With his unwillingness to fix his notes this is fraud If he would fix the notes to what actually happened then it would not justify an office visit of *** & the billing *** would have to correct the *** health insurance money & write off the $30 copay & charge *** didnt do what he documented