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My complaint is regarding the business office not the hospital staff. They were friendly and professional and answered all of my questions. I felt very comfortable. The business office decided to call me after getting out surgery, not even discharged and in recovery. They wanted my money. I have insurance and instead of waiting on the EOB and billing me, they were already charging me. I asked for payment option and they were like no and asked for payment again. I made the payment for my deductible and out of pocket still under the effects of anesthesia and painkillers. After being discharged, I asked for a refund and of course, they were now telling me to wait for the EOB, 30-45 days. They have the EOB now and now they are telling me it will be another 30-45 days. I have other providers who had the claims approved faster than the hospital and are asking for payment and some will not give me payment arrangements. I escalated the issue with the hospital's business department and was told I would receive a call from the manager there within 24-48 hours but never received a call back. It has been since 10/01 that I paid and I need that refund so that I may pay the other providers. The business office was quick to take my money and now they are making me wait for money that has already been paid out to them and is now due back to me. I wanted to have this resolved with the manager and not have to resort to placing this review. Please be aware of the pressure this office puts on your patients that have not even been discharged yet and aren't even in the right state of mind to think about that.

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My family’s recent experience at The Hospitals of Providence East Campus has been extremely stressful and difficult. My mother was admitted with very serious medical issues including severe anemia, kidney failure requiring dialysis, heart stents, and gastrointestinal bleeding.

During her stay she experienced significant confusion and anxiety, which made the situation even more frightening for our family. While some nurses and staff members were kind and compassionate, there were many moments where communication about her condition and treatment felt unclear and inconsistent.

It was very concerning trying to understand what was causing her bleeding and how her medications were affecting her, especially given how fragile her health is. When a loved one is dealing with multiple complex conditions, families depend heavily on clear explanations and coordinated care.

Advocating for my mother throughout this experience has been overwhelming, and I hope the hospital continues to improve communication and support for families dealing with critical medical situations.

I am grateful to the staff members who did show compassion during this difficult time, and I hope that sharing this experience helps bring attention to the importance of clear communication and patient-centered care.

https://www.google.com/local/content/rap/report?postId=Ci9DQUlRQUNvZENodHljRjlvT2pGdlJWVm9ZVVphUld4d2JHSldVRzFVYlRKeVRtYxAB&d=17924085&t=1

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I just want to thank the staff and nurses in the emergency room for being there for me and showing me care and kindness. And I would also want to thank the nurses in the second floor who we're also there for me for taking care of me and the staff as we'll for showing me kindness you all know who you are I was the patient in room 2226.I would also thank Dr Chioma mgbokwere for taking care of me has we'll she's a wonderful and kind doctor and person.

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Every story I have read on these reviews I can absolutely say are true. Same thing with my mom. Although I will say that the ICU was the only place that they actually listened, hence the one star. Once she got to a regular floor they sent my mom out to a rehab without doing a procedure that she desperately needed. Their excuse was that the rehab center would take care of it (Knowing very well that the rehab center would eventually call them back So that they could do it). After returning to the hospital for said procedure, less than twenty four hours of being discharged,  i got the run around about the insurance Being at fault for her not returning back to the rehab center in a timely manner. The worst is that every person would give me a different answer. Because I was later told that it wasnt insurance that it was because occupational therapy had submitted their notes and they had expired so now they have to do new notes.  When my husband finally started calling them and demanding answers, all they could say was that my husband was rude. After every complaint and everything we submitted, that's all they focused on was that my husband was rude. I also submitted a complaint which was completely ignored. Last week as I was leaving the hospital. There was a doctor, a doctor! at the entrance of the hospital yelling on the phone about the poor quality of nurses they had.  He went into detail yelling on the phone with curse words So obviously he didn't care about being ethical. How mad do you have to be to literally put your career on the line. And guess what I was told by the caseworker "Well, when you get discharged, there'll be a survey in the mail You can put it there, there is enough space to put all that." I mean, this doctor said things that should not have been said And yet, that's all I get told. He didn't have a name tag on him but I gave the caseworker the exact time and date that it happened. She didn't even take out a pen to write it down.  Also, the nurses called us liars when we finally spoke up. Not to mention that, we also ran into another family in the elevators who had the same situation And said that the nurses just gave them the run around about everything. Since yesterday I've been waiting for the assistant director to contact me back Because that's what the caseworker told me. When I left today because finally discharged was approved and my mom felt less stress about it, I went and asked the caseworker for a follow up. I told her no one has contacted me and all she did was shrug her shoulders and said, well, I let her know (the ast director).  My mom has never liked this hospital And the only reason she was there was because I live on the east side, and the paramedics could only take her to the closest hospital As an emergency. I would have paid double the ambulance fee for her to be taken to Las Palmas. Never have had issues there. Patiently waiting for someone to contact me about everything in question.

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I would have given them a negative 10 out of 10 but I can only do one star. The reasoning for this is because they literally discriminated me because I do look like I'm young and because of my height but I wasn't. They refused to ask my husband for any ID any questions or anything of the sort because one of the nurses named Denise. She literally broke the HIPAA law and called CPS on me also a welfare check on me and our own apartment well and even the cops. I overheard all of this and I was even told that my husband was aggressive towards the nurse Denise when my husband was never aggressive towards her. All my husband did was ask why was he asked to go out into the lobby so that they can do a physical check on me for no apparent reason at all and all the other nurses were confused as to why the nurse Denise would be doing this. So I asked one of the nurses if my husband can come back into the room and they kept on refusing every time and never gave me a legit answer until much later I even asked another nurse as to why the welfare in CPS was getting called on me for no apparent reason when I'm a legal grown adult can I have witnesses and prove stating that I am 22 years old not a 13-year-old child. So the nurse that I talked to called CPS and welfare and told them not to come but the police still came and asked me questions and even said that my husband was being aggressive to a nurse when he wasn't then I told the police that I know my rights and I am going to refuse to answer any more questions because I am protected by federal law and one of the police officers straight up got snippy and very rude with me saying that I don't know how it works in Kentucky but here in Texas that's not how it works on the law and I straight up told him that it doesn't matter what state you live in in the United States we as citizens and patients in a hospital are protected by our rights federal law and are 10 amendments. I even told that one officer that I was not going to answer no more questions because I am protected by my rights and the law. Also I don't know if it was the same nurse or not but she literally threatened and harassed me stating that my husband could not come back in the room until I gave them information when I couldn't remember because I just had a seizure at home and was sent to the hospital. So I was in shock and I didn't know how to talk at the time because of it. Until the police officers went and talked to my husband and my husband was wanting assistance but he wanted their badge number written down on paper and they kept on refusing it. When legally by law those officers can get in severe trouble. They were even causing me to have an anxiety attack knowing full well and my heart rate was skyrocketing between 110 through 140 which wasn't doing me any better because of it. Right after the fact I just had this seizure. It took them a whole hour just to get my husband back into the room with me. My husband how to talk to a higher up manager to see if he can get back in and then they finally did. We also try to call the non-dispatch number about the police officers that came and their supervisor straight up took their side and said that nothing was wrong on the police officers but it was our fault that it happened not theirs and before we could even get the nurse Denise in trouble she clocked out and left without a care in the world of her consequences to her action. Even the day shift manager knew who she was and I told her what happened even she straight up said it was because my husband was aggressive and I look like an underage child that was about 13 years old when that's not even completely true they even had my information from my ID to even get my date of birth also my records that has my date of birth. If this keeps up and she doesn't get fired then I would have no choice but to sue this hospital for negligence and I want her to be banned from working at any hospital again

Payer	Category	Code Type & Group	Contract Type	Rate Compared to State Average
Aetna	Outpatient	CPT Category II Codes Range: 0001F - 9007F	Negotiated	Very Low
Aetna	Outpatient	CPT Category III Codes Range: 0042T - 0810T	Negotiated	Very Low
Aetna	Outpatient	CPT Evaluation and Management Range: 99091 - 99499	Negotiated	High
Aetna	Outpatient	CPT Medicine Services and Procedures Range: 90281 - 99607	Negotiated	Very Low
Aetna	Outpatient	CPT Medicine Services and Procedures Range: 90281 - 99607	Percentage of Bill Charged
Aetna	Outpatient	CPT Multianalyte Assay Range: 0002M - 0018M	Negotiated	Very Low
Aetna	Outpatient	CPT Pathology and Laboratory Procedures Range: 80047 - 89398	Negotiated	Very Low
Aetna	Outpatient	CPT Proprietary Laboratory Analyses Range: 0001U - 0401U	Negotiated	Very Low
Aetna	Outpatient	CPT Radiology Procedures Range: 70010 - 79999	Negotiated	Very Low
Aetna	Outpatient	CPT Surgery Range: 10004 - 69990	Negotiated	Very Low

East El Paso Physicians' Medical Center, Llc

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