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| - I wrote a quality of care letter to Scottsdale Health Care per instruction from their staff which explains the entire experience. There is an additional breach of trust which I explain at the end of this document. In this letter I clearly outline operational problems with their staff, poor communication, and unsanitary practices.
I am writing this letter to express my dissatisfaction with the services I received on 10/06/2012 on various grounds. On the aforementioned date your hospital is under the impression that I was treated for the following affliction:
My wife and I arrived at the emergency room and waited for 30 minutes to see the nurse who asked me several questions about the pain. I was advised to give a urine sample with no further instructions. I left the sample in the bathroom not wanting it to cause a health hazard by carrying the sample back to common grounds of your hospital. I was later asked where the urine sample was because the nurse could not find it. We waited another 30 minutes to see Dr. David S Rosenberg who asked the same questions as the nurse did when we first arrived. The doctor advised me to have a CAT scan which I declined due to increased risk of cancer for being 25 years old. The doctor then advised I get a radiology exam, which I did not have the common sense to decline as I was in a lot of pain and trusted his opinion. I waited another hour for the exam and results that came back empty. The doctor then prescribed Percocet without asking if I had any sensitivity to strong drugs such as oxycodone. The doctor then left without another word or writing the prescription. I had to later ask the nurse for the prescription, unaware of the side-effects, after the nurse had dismissed me. I experienced nausea and diarrhea later that evening because of the medication, and I stopped taking it after one dose because Advil is strong enough to treat the symptoms of kidney stones.
There is a lot that should have been done differently. I spent 3 and a half hours patiently waiting for help, which is unacceptable had this been a life threatening incident. I was subject to neglect and unprofessional care when my urine sample was misplaced. The staff has demonstrated to us that our time and my health care related needs aren't as important to them as they would be in any other place we normally would go to.
It came to our attention that both the doctor and the hospital were trying to collect money for reading the radiology exam. This could be interpreted as profiteering. The doctor is trying to collect $710 for 15 minutes of his time and Scottsdale Healthcare claims I owe $769 for terrible quality of service and prolonged waiting. The insurance company Aetna has covered charges that are not reflected on the bills. Therefore, we are not going to pay the requested amounts and would appreciate having this matter investigated, and appropriate action taken to resolve it as soon as possible.
I would imagine in the state of Arizona, we deserve quality driven, cost-effective, culturally appropriate, and person-centered health services. If we receive any further threats to turn these bills over to the collection agency, while we are trying to nicely resolve this issue, we will file a full, detailed report with the Arizona Department of Health Services. We will include all of the documents we have reviewed and submit corrective actions that should be taken to prevent other patients from becoming victim to poor quality of care by Scottsdale Healthcare. I have attached copies of all bills received.
Another experience which is the most dissatisfying to me which was left out of this letter is, the urinary tract specialist that Scottsdale Healthcare's doctor Rosenberg referred me to refused to take my case and submit the urine sample for analyzing. I literally left the hospital with absolutely no resolution and no explanation of what caused the kidney stones. Isn't there a law against not helping someone who is hurt and in need? I received no treatment and no diagnoses and no resolution from Scottsdale Healthcare.
Scottsdale Healthcare clearly does not have a metric for measuring quality of service in regards to billing. I understand if something was accidentally charged the bill may be adjusted, but since this is a service and operational complaint I do not believe they have an unbiased standard for determining if personal care is properly administered to patients. Throwing papers at people to sign their life away when they feel as if their own life is at risk is not hospitable, it is extortion. This hospital's malpractice has cost me my reputation with the credit bureaus and numerous other opportunities dependent on credit scores since then, such as financing solar panels for my home, refinancing my home two times had failed to meet a fair price, required down payments on phone bills.
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