Stanford Health Care
Reviews and Complaints

Mallory F. Price was admitted to Stanford Hospital in early January after suffering a series of strokes. During the course of her trearment, the following happened.

1) on her second day in the hospital a doctor told Mallory that she "had pancreatic cancer, days to live, and needed to get her affairs in order." None of this was true but it terrified her.

2) During the first two weeks of treatment, little or no information on her diagnosis was provide to me, Douglas Price, or her mother, Phyllis Fletcher. I made numerous attempts to reach a doctor and never received a return call.

3) The staffs of neurology and oncology gave conflicting instructions regarding the dosing of Eloquis, her blood thinner. This was exceptionally dangerous and gross incompetence.

4) Although Stanford billing did not mail a single bill to Mallory, her mother, or me, they turned her bill over to a hideous collection agency named DCM to harass me over slightly under $3k. Not once did Stanford call any of us.

I could write a book on how terrible this experience was for all of us, but particularly Mallory. Sadly, she passed in July, but we will never forget how shabbily she was managed by Stanford.

Meds are not helping Dr are not helping my condition all the doctors do is prescribe drugs that do not work been here 4 years and nothing has changed I do not feel IAM getting much help and wish to bring this attention to the president of the school for an evaluation of my case to someone who is willing to do something. The medical care has been awful and I want to talk with the powers that ne

My Doctor put an order for Ultrasound only as thats reqd at current moment.

However, Radiology is not giving me an appointment. They are forcing for mammogram and ultrasound. They have been delaying to give any appointment, with no resolution for around a month now

In lie of better treatment / more hefty bill, they are not even giving the care my doctor recommended. Its a terrible experience and I need help here.

This is a complaint about billing (not against the doctors, nurses, or other staff).

My dad is a Kaiser patient with Type 2 DM and two small non-healing foot wounds. Kaiser told him that he will have to amputate his leg from the knee down, so he came to Stanford Advanced Wound Care Center in Redwood City, CA for a second opinion on 3/30/2021.

My dad set up a single one-time appointment with Stanford to obtain a second opinion letter which we would share with Kaiser in hopes that they would (a) authorize care with Stanford, or (b) consult with Stanford and reconsider the bleak care plan and prognosis they had given my dad. We knew that Stanford favored a limb preservation approach.

Kaiser did not authorize the obtainment of a second opinion outside of its own network (i.e. my dad paid out-of-pocket). He was told by Stanford that the appointment would cost $1, 057.00 after discounts. Despite the high cost (3x that of UCSF Limb Preservation Clinic's second opinion which was more detailed and interdisciplinary), he paid the amount immediately on the day of his stand-alone appointment.

A few days after the appointment, he was shocked to receive a new $985.20 bill for a biopsy that had seemed to be part of the appointment. He was not warned of any associated costs, otherwise he would have rejected the non-urgent procedure. This could have been covered at Kaiser by his insurance. Stanford should have stated *in the second opinion document* that a bone and tissue biopsy was recommended as a part of the treatment plan. In fact, he was told to get an MRI at Kaiser so that insurance would cover it — so why was a biopsy done that was nearly the same cost as the appointment itself, had no immediate need, and no impact on the second opinion? We wouldn't even receive the lab results for a week, well after the second opinion write-up was given.

That was just the beginning.

Now we are seeing a total outstanding balance of $5, 299.20. Let's break this down:

• He had paid $1, 057.00 for a single appointment with a vascular physician that lasted well under an hour and included (aside from the biopsy) mostly entering information in his chart about past medical history that Stanford was missing, and making visual observations, all done my nurse staff; standard debridement of the wound by the doctor; and ultrasound pulse measurements — basic assessments and cleaning done at Kaiser regularly by his podiatrist, and which we all assumed was covered by the $1, 057.00;

• He is being billed $985.20 for a non-urgent biopsy that would have been covered in his network and which had zero urgency or bearing on the second opinion write-up;

• He is additionally being billed $4, 314.00 that was completely unexplained.

I had to proactively call Stanford to get a breakdown of the charges (which were — again, above and beyond the initial $1, 057.00 for who-knows-what — for "clinic - general classification" and "treatment/observation room - general classification").

It took two weeks to receive the itemized list. I tried to reasonably discuss the problem with Billing, and was told to fill out a Financial Aid form. I explained that this completely missed the point. The person on the phone was only there to de-escalate and avoid immediate conflict rather than to help meaningfully resolve anyone's issues. When I told her that this is not about financial aid, her response implied that the fees would be waived for any first-time patient regardless of income and the Financial Aid form was a formality.

So we began down the dead-end path to which we were directed. My dad submitted the financial aid form by mail (he is elderly and the financial aid letters are hidden under three unclearly nested subsections, adding to his stress, so we asked for paper communication). Billing responded to our Financial Aid application with a confusing letter that loosely resembled a "wordle", saying we were missing the backup items that we had in fact submitted. The letter stated that we had 15 days to send in the backup items (which we had given them).

Note:
• Stanford's letter said that we had 15 days to resubmit.
• My dad received their letter on 6/5/2021.
• Stanford had dated the letter 15 days earlier, 5/21/2021.
• It takes *one day* for a letter to arrive to us from Palo Alto.

Luckily, I happened to see a copy of the letter online earlier, so I had responded immediately with a revised form and a letter of explanation mapping the "missing" (already provided) info to backup copies of my parents' social security letters and Form 1040, and one section filled out that I had accidentally left blank in the initial application.

I checked today, online, and there is a small note hidden under the nested subsections under "Billing" with a small red "x" that says "not eligible".

To be clear — we were told he would be charged $1, 057.00 for an isolated 1-time visit (about 40-45 minutes max) and we are being charged a total of $6, 356.20. This is over *six times* the amount quoted to us.

For some scale: this would have covered a round-trip flight and stay for two in France, and a limb-saving revascularization procedure that is not yet approved in the US — not to mention, an actual cure for his wounds so that he could be active again.

First, how can anyone bill thousands of dollars without explanation, and why is it the patient's responsibility to obtain the explanation as some kind of special request?

Second, "financial aid" is missing the point entirely, and is transparently a conflict-avoidance measure. There is no recourse for a patient to disagree with a charge, only to get financial assistance or pay in installments.

Third, what services were included in the $1, 057.00 appointment? Why are some unnecessary procedures done, and others included as recommendations in the assessment and write-up? Why are the doctors not made aware of the billing practices that their patients are subjected to?

Fourth, why would it take sixteen days to get a letter to a patient, when that letter has a fifteen day response requirement and is coming from a town 30 minutes away? Where is the explanation for rejection?

On the one hand, my dad is told that it is absolutely vital that he keeps his blood pressure under control; and on the other hand, he is receiving exorbitant bills, making his blood pressure shoot dangerously high. It's a shame that Stanford billing is working against healthcare.

Due to Stanford's shady billing practices, my dad was denied his right to exercise choice in his care, and denied his right as a consumer to transparency — what he is getting and for what price.

He would have exercised multiple other options had he been informed of Stanford's charges and billing practices, but we naively chose Stanford because of its reputation in healthcare. Every single one of the itemized charges could have been done at Kaiser. His situation was time-sensitive and they wasted what little time he has.

I have been paying for a Stanford health plan for two years. I have never used any of their services until January, when I signed up for a Covid vaccine. The earliest appointment was over six weeks away, today, Sunday March 7. I took it.

I arrived at the Galvez site this morning, only to be informed that the appointment had been cancelled. I had not been notified.

Later, I logged into MyHealth, poked around, and found their message area, where they had posted a message about the cancellation. They had not bothered to notify me via email, although on Friday -- two days before my appointment and the same day they apparently cancelled the appointment -- they had emailed me a QR code. In fact, they emailed it twice. Others at Galvez this morning also stated that they had not been notified.

They rescheduled me for a first vaccine in three weeks -- in San Jose, 25 miles from my home. They have no openings within the next three months anywhere near the Palo Alto area. This is not health "care, " especially during a pandemic. This is health "we don't care."

I was called for steps on my sleep study. When called to get device sent I let them know my insurance was not active and it would start within the next month. They told me that it was ok because it was pre authorized. I received a bill and spoke to billing who said it was a mistake on the employee but that I was still liable for the bill and nothing could be done about it.
I spoke to the nurse who I notified and she told me that they would take care of it. After several emails back and forth she said "sorry" but you can try to do a plan with billing.

I would like to start this email off by saying that I am grateful for the outstanding care my husband received from the Head & Neck Oncology team at Stanford.

Dr. Floyd Hollsinger is an amazing, doctor. He saved my husbands life. He assembled an outstanding care team for him. Everyone from the doctors, their staff and the nurses on the 2nd floor, where my husband was for more than 14 days in total are second to none.

The radiation and chemo staff were, again, second to none. Amazing!

Now the problem...

Because of covid, my husband had to wait to get his voice prosthesis put in. The delay caused the area to shrink, so putting it in surgically was the only option. Enter Dr. Dewan...

That woman should NOT be allowed to ever touch another patient. She really botched it. Again, that woman should NOT ever do another surgical procedure. Maybe taking a splinter out of someones finger is more her speed.

In July, she did the surgery on my husband, and sent him home the same day, when he was supposed to be kept overnight. Well, the valve failed and he had to be rushed back to the hospital the next day. Her excuses were, at best, poor. We made sure she was off his care team after that. She BOTCHED the procedure.

During all this, I am on the phone trying to get an idea of what's going on with him, because I can't get in the building.
I was told by the person who answered the phone that "he isn't scheduled to be here until 8:30" HE WAS THERE AT 7AM. Then I'm told "he left the building" WHAT? Where did he go? Nobody knew anything!

Enter Dr. Edward Damrose... He took care of business. Yesterday, 10/16/20, he went in and took care of the problems that Dr. Dewan had caused to my husband's throat.
Dr. Damrose is what Stanford's reputation is built on. He's EXCELLENT. He called me at 1:48 pm, and discussed what happened, what he found, what to expect, etc.
At 3:13 pm, I receive a call from recovery and they said he's wide awake, and they were just waiting for his room to be ready, so at 4:15 pm, I decided to head down and be close by when I got the call he was going to be in his room.
I was waiting OUTSIDE in 90 degree heat. Nowhere to get anything to drink because we aren't allowed in any building. Couldn't walk anywhere, because nothing is close and it was way too hot.

At 6:23 pm, I had to call someone to find out what was going on. He was STILL in recovery waiting to get to his room, and there would be another delay because of the upcoming shift change. He spent less time in recovery when he underwent his 12 hour surgery back in August.

I apologized to the Recovery Room nurse ahead of time, because I told her that I was about to go off... and I did. Seems the Charge Nurse in the unit they were going to take him to was in over her head. I finally got a TEXT saying he was being transported to his room at 7:21 pm, and visiting hours are over at 8PM. I was already home.
If they were going to be delayed this long, why didn't someone use common sense and just transfer him to another room? It's not rocket science!
Stanford, you need to step up your game in your hiring practices. The charge nurse really needs to be demoted or removed from your payroll all together. This is NOT ok. This is NOT ethical. This is NOT professional.

Stanford Complaint

I am a renewed patient to Stanford, after a brief leave of being a patient at Kaiser. I chose to come back to Stanford because of Stanford's prestigious reputation and hi-tech facilities. I came in as a new patient and received a new doctor. I understood my particular case may be difficult because of my extensive medical conditions. I am t-12 paraplegic, due to a recent auto mobile accident. My life was turned upside down in one instance. And I just found out that I was assigned to a doctor who just received his residency in 2019. I am not prejudice, but for my condition I would expect a doctor that is more seasoned and familiar with spinal cord injuries.

I want to state that I am writing this complaint with the intention of a resolution, not to bring trouble to anyone. I want better care, not a conflict. I sent my first complaint directly to Stanford customer care, and never received an answer.

My first evaluation was at Santa Clara Valley Medical. I wanted to go there because I had spent three months in rehab there before the new facility was built. I called to make the appointment after research online and the Santa Clara Valley Medical website. I was hoping to go back as an in patient since I was receiving no physical therapy at home. I was informed I could not go back unless it was an emergency.. My appointment at Santa Clara, to my knowledge was to discuss the plausibility of electrical stimulation or epidural stimulation for mobility. I called the office for two weeks straight daily, to ensure that indeed that was the purpose of the appointment. I had been previously misled by Kaiser and I did not want that to happen with Stanford. When I arrived at the appointment and met the Doctor, I realized right away that the appointment would be useless to me. I explained to the Doctor why I was there, and that I had spoken several times to the front desk to confirm what my appointment was for. I even showed her my phone records that I had printed as proof of confirmation of the appointment. The doctor evaluated my strength but didn't help me in the way I thought I was going to be seen. When I discussed the procedures I was told that they were not available and I "might" be able to receive treatment in India or Ohio. I asked for the information she mentioned and was given nothing. That was my first big disappointment with Stanford.

10/2/19
I first met Dr. Braslow because I was referred from emergency care because of a wound on the top of my foot. Which he did take care of. As a new patient, I was surprised that I wasn't given a full evaluation and lab testing. Leaving Kaiser, I had multiple medical issues. Including two pulmonary embolisms in my lung and two DVT in my legs, which I currently have no idea if I still have the clots or not. Which is a concern for me since I know that pulmonary embolisms can be a cause for a medical emergency,

In early October I fell in my bathtub. I had known right away that I had either fractured or dislocated my femur. I could feel that something was out of place and I was having sharp pains from my right hip up my spine. I mentioned the pain in office to Dr. Telusca and in a separate appointment with Dr. Braslow. 11/7/19 I was given a referall for an appoint for an MRI. I was referred to an imaging office in Pinole. When I arrived for the appointment I was told that I could not be accommodated for the MRI because I am paralyzed and cannot walk to lay on the table. Which I explained that I could get on to the table myself, and I was told it was a safety hazard. I also confirmed my couldn't on the phone with the Pinole office when they called to confirm the appointment. I was told by the receptionist that there wouldn't be an issue. I called the San Pablo Alliance office, they gave me another referral to a different imaging office with Stanford in Redwood City. When I went to that appointment I was told the same exact thing. These offices knew prior to my appointment about my disability. I also spoke to both on the phone as well.

Six months later, 5/22/2020 I was given another appointment int he San Pablo office where I was told I had a healed fracture in the femur and deformity of the bone. I am concerned that when I stand, there might be an issue. I can still feel my femur out of place, and it clicks when I move. Laying on my back, the bone of femur is sharp and it protrudes from the skin. I might be paralyzed but I am an incomplete paraplegic and still can feel areas of pain, Such as my femur and my hip. I feel that if this matter was taken care of when I first mentioned the problem, I might have avoided deformity of the bone. My bone pushing up in the wrong space is visible under the skin. And it still does not feel like my left hip and femur or the way it should feel. I was working with Howard Orthopedics in Richmond, I was advised that my pelvis is weak and it will be difficult or may be impossible for me to stand in the braces that they were going to make me. I was also told by Howard Orthopedics they only make full leg braces for children, not adults. Why would I be sent somewhere that cannot help me? Now I have to get a referral to several other clinics to see if braces are possible because of the deformity of my femur and my bone density. I have asked for a bone density scan before and have yet to receive an appointment. I emailed, and spoke with the doctor my concerns that my femur and hip might cause a problem when I am able to stand. If I am unable to use braces because my femur was not taken care of, I will be extremely livid, especially since I have complained about the pain for soo long before I had an X-ray. The Xray also showed that my IUD is upside down and lodged into my pelvis, which no information or action was taken on the subject if there is supposed to be a removal or if the IUD is OK where it is and still functional.

1/2/2020

I informed Dr. Braslow that the front castor on my wheelchair was broken. which makes it very difficult for me to push my chair. It actually pushes me into a circle when I try to move. I was first referred to a company in Berkeley where I called several times and was unable to obtain an appointment. The San Pablo office reached out to them as well and wasn't able to contact them. I was then referred to a company in Rodeo who spoke with me and told me they were unable to help me because of the brand of chair I use. My wheelchair is still currently broken. 9/2020
I requested a referral for a power wheelchair and was told by Dr. Braslow it would not be covered by my Medicare insurance because I have full upper body strength. I understand that a power chair may not be covered but my manual chair should be fixed. It is unacceptable. It is the only mode of transportation that I have. Without my wheelchair I am completely immobile.

01/17/2020

My emails back and forth always mentioned previous unresolved problems. 01/17/2020 I emailed again to bring up another issue I was having that I mentioned in the office as well. I have had an issue finding physical therapy since I was released from the hospital. On this particular occasion, I emailed again asking for a referral to physical therapy. Dr, Braslow mentioned that he didn't know much about SCI therapy, and If I could find services online that would help me, to let him know and he could set up a referral. Which I did. I emailed information about SCI therapies in the area and of epidural and SCI simulator therapies. I was never given referrals to these particular therapies. Which I am still trying to obtain. I've regained certain feelings and pain in my legs. These particular therapies would help me immensely to try to regain what I can of some mobility. I still have no physical therapy as of 9/2020.

After some back and forth I received a referral to El Sobrante Physical therapy. I went to the appointment and went straight home after I was informed that there was no equipment to accommodate a paraplegic and I couldn't even use the pool. I am tired of going to pointless appointments where I am disappointed and ultimately mortified by the experience. I am being denied medical assistance in certain offices due to my disability, which is unfair to me.

Throughout this whole referral process with the wheelchair and PT, I have been working with Dr. Braslow amd Dr. Teluscca for pain management. I have complained by email and phone several times about intense pain in my back and legs. Pain that is soo excruciating that I am unable to sleep sometimes. The pain has been soo intense I've had to go to the emergency room, scared that there might be something major wrong. I was told at the ER after a cat scan that I have retropulsion of the spine, and pressure and nerve endings that is adding to the pain. The ER doctor was shocked that I didn't have a prescription for pain medication. She gave me a prescription and it was taken over by my PCP. The prescription is for oxycodone 5-325 MG. The quantity is 30, and the directions are to take 1-2 every six hours for pain. I do not have to take the medication all the time but I like to know that I have it available when I am in serious pain. Dr. Telusca addressed the issue over the phone and told me to only take the medication sparingly. I should not have to sit here and suffer. I had my whole rib-cage smashed, my thoracic spine snapped in half, removal of my spleen, mastectomy, broken femur. And I'm not entitled to pain relief? I was also prescribed Gabapentin for nerve pain. I emailed Dr. Braslow and told him I have to take at least two each time for pain of the oxycodone, and with the quantity of 30, I do not want to run out during the month and be stuck without pain medication. He emailed me back and I was told that the prescription is usually prescribed for cancer patients and they did not increase the quantity. I've mentioned before that it does not have to be narcotic but I need something for the pain and I believe I am entitled. My injuries were extreme, broken ribs, the retropulsion of my spine and the nerve pain. I am in constant pain that makes daily activities hard for me, and I've mentioned this as well by email. I've taken the pain surveys online and in office, which I feel are pointless. I've mentioned on the surveys and office paperwork that my pain makes me miserable and hopeless. But the matter was not addressed. Some days I am not able to fully function because of pain and insomnia.

When I first started working with Dr. Telusca I felt hopeful. I knew beforehand she was an anesthesiologist. We spoke in office about epidural stimulation for MOBILITY and she gave me information on the subject. I had a friend with me as well. She met with me even though I had the appointment time wrong and was late. She spared a few moments for me so I wouldn't have to pay the ridiculous $600 co-pay. She said that I had been in the wheelchair too long as it is. I felt that I finally had someone on the medical side that I could trust and that would help me out of this situation. She called and told me casually on the phone that the procedure wouldn't work due to the plate in my spine. I was heartbroken, I emailed her after our conversation and never rececieved a response. She told me she wanted me to see a neurosurgeon to discuss spinal stimulation. She said it was a 90 percent chance no but she wanted to try. Even with a small bit of hope, it kept me going that there could be a solution.

03/22/2020

I went to the neurosurgeon appointment, and again I was told that he had no idea why I was there. I explained the procedure and he was dumbfounded., there was no information passed to him. He said there might be a procedure that could be done to help with pain, but it would be difficult with my individual spine and injuries. With the time inbetween appointments, every time I thought of the upcoming appointment has kept me positive with hope. I do not understand why I am being sent to pointless appointments and pawned off on professionals who have no idea why I am in their office.

Since my accident I have experienced severe anxiety, PTSD, depression. I've emailed Dr Braslow, and after a few months I was now given Prozac. I've had the Prozac for over a month now and I am still having issues. I emailed Dr. Braslow 6/6/2020 regarding the issue and indicating the medication still isn't helping and I have not received a response yet. I tried to refill the medication as well since I don't want to just stop taking the medication and my pharmacy has emailed the office twice with no response for refill. This was before I sent my own email asking if there was something else we could add on or if I should increase the medication. I have extreme panic attacks where I feel as if I'm drowning or suffocating. It is very scary for me. I emailed Dr. Braslow again, 9/2020 and stated that I need to see a psychiatrist and I need help for insomnia.

I've brought up this issue in office and several times over email. I couldn't find a provider in, my area that accepted my insurance, and the adult mental health line the office gave me, wouldn't accept medicare either. I called and spoke with them. My symptoms are still the same, extreme. At one point in my emails, I explained how it feels like I'm constantly drowning, unable to breath and have difficulty with daily functions. Since I couldn't get a psychiatrist in network I asked Dr. Braslow if I could speak with him regarding my issues. I've had Prozac for a few weeks now and It isn't helping. I have been unable to refill my prescription as well. I have asked for a referral several times and spoke to the pharmacy. I might not have been able to feel the effects of the medication working positively, but now its been over two weeks without the medication and I feel sick, as if I'm going through a withdrawal. I emailed Dr. Brasow I was and still am desperate. I have the email exchange back and forth for that as well.

During this whole process I've experienced kidney stones and urinary infections which I had to go to Kaiser ER to have lab work done. I had in an in office appointment with Dr. Braslow and explained my pain and changes in my urination. I still have an in dwelling catheter that I've had since my accident. I was told that I would have to have the appropriate lab work to determine a UTI or kidney stones done at Kaiser ER. Apparently, Stanford does not have the accommodations to test me for such thing in their office or lab. I went to the Kaiser emergency room for the testing, I was given paperwork to give them so they would understand and I spent 12 hours there, for them to determine I had an infection and possible kidney stones. I was given a prescription for antibiotics there, but since then I have developed more kidney stones. I've received a prescription for antibiotics from the office once. There has been no long term care, and I've passed several kidney stones on my own at home. I've gone to the hospital a few times for the pain, but with the cost of the ambulance and the extreme wait times, I have decided to stay home and try to deal with the issue myself. Which I have passed several kidney stones at home, which are very painful. I have feeling in my lower back and private area. Passing a kidney stone is one of the worst pains I have ever felt. And with covid 19 now, Kaiser will not accept patients unless it is a life threatening emergency.

I need a doctor and medical care that understands and cares about my condition. I know that I could regain maybe some or all of my mobility function, As I mentioned. I am feeling pain, heat in my legs. I can feel when I have to use the bathroom which I couldn't before. I just need that one medical push to get me started. I am determined, this has completely changed and ruined my life. I need physical therapy, I need mental health options, and I need advanced treatment to help me on the best way that it can. I am tired of being in pain and unable to live my life. My life has been on pause for three years, its time I had intense physical care to help me. And tired of being sent medical bills for substandard work.

I scheduled a wellness check with with one of their medical professionals. Due to SIP I opted for a virtual meeting since I wasn't sick and just wanted to make sure I get my routine bloodwork done. After my meeting, the Physician's Assistant asked me if there was anything else ...I mentioned I might have an ear infection but it wasn't a big deal. That is when things changed. I had no idea that mentioning something like that would change this from an annual visit to some outrageous visit costing over $800! I have health insurance and it didn't even cover half of that...I am now being billed over $550 for my "visit". If I knew about that, I would never mentioned having any issues at a doctor's visit. I could have easily done a telehealth visit through my insurance company and only paid $20 for it! This is a total scam and the lack of transparency is quite appalling. I had originally scheduled another visit for my annual gynecology appointment but have since cancelled my appointment.

Please read below correspondence. It will explain my complaint. Scroll all the way down. Thank you.

PTo: Lisa Ann Orloff, MD
From: Sandra Cibik
Received: 3/4/2020 10:49 AM MST
Hi Jeanny,

Ryan in your office told me on the phone that the cost of RFA would be $1, 200. I have talked with the first two patients that had RFA there; Sarah and Eyerusalem. They told me they paid $1, 200 and since that is what I was quoted, I have booked flights and a now a non-refundable VRBO since I am traveling from Phoenix. I saw that a patient named Wendy who just had her consult there was also quoted $1, 200 and during her consult was told that her next day RFA would be over $14, 000. I just called and talked with Ryan who said "I just said it would be about $1, 200 but did not have the exact cost". I was told to call financial counseling and when I provided them with the 4 CPT RFA codes, was told now that my cost will be $22, 136.00 I really feel like this is bait and switch and if this is going to be the cost will need to cancel even though I have to incur these transportation costs. Is there anything that can be done since I was QUOTED $1, 200 for the RFA?

Sandra Cibik

----- Message -----
From: Jeanny Morejon, RN
Hello Ms. Cibik,

I understand your confusion and disappointment. I am happy to answer any of your clinical questions about the RFA procedure but unfortunately, cannot advise you of a price for the procedure as it must go through our Authorization Department and Patient Financial Councilors. The initial trial patients to have the RFA procedure were given a discounted price as they were the first participants in Stanford's new program. After treatment completion of these initial patients, Stanford has put in place specific protocols for new patients being evaluated for RFA treatment. This includes the initial new patient evaluation consult, which is completely separate from the RFA procedure visit, and is billed separately. This is the same process used when you visit a new physician in any specialty wherein you have your initial evaluation consult and if treatment is needed you return for said treatment during a second, separate visit. Each of these visits are billed independently and are required to
go through the authorization process. Coverage and cost estimates are dependant on each patients insurance policy and will vary from patient to patient. Some insurances may cover the initial evaluation consult but not the RFA procedure itself. Other insurances may not cover neither the evaluation consult nor the RFA procedure. This is why patients seeking RFA evaluations and treatment are asked to contact the Authorization Department and Patient Financial Councilors to determine what their coverage and potential costs may be. Again, I apologize for all of the confusion this has caused and ask that you share this information with the group so that they are able to have the correct information and know whom to contact for their estimates. Below I am including the information for our dedicated staff members in the Authorization Department and Patient Financial Councilors for your convenience.

The Patient Financial Clearance team is available to answer your questions related to insurance and pre-authorization before a procedure. If you have questions regarding authorization please follow up with:

Mr. Kunal Kumar
Ms. Candi Bender
Phone: [protected]
Toll Free: [protected]
Monday - Friday, 8 a.m. - 5 p.m.

Thank you,
Jeanny Morejón, RN, BSN, CMSRN
Nurse Coordinator for Dr. Lisa Orloff, Dr. John Sunwoo and, Dr. Julia Noel
Head & Neck Surgical Oncology
Stanford Health Care
900 Blake Wilbur Drive, 3rd Floor, MC 5843 Stanford, CA 94305
O: 650.498.6000 F: 650.724.1458

To: Lisa Ann Orloff, MD
From: Sandra Cibik
Received: 3/5/2020 12:13 PM MST
I did speak to the financial department yesterday and was told that if my insurance does not cover any of the charges, the cost would be $22K (with the no insurance discount). Because Ryan in your office told me on the phone that the RFA cost would be $1, 200 I made travel arrangements from Phoenix because the one doctor in AZ that is currently doing RFA is charging $6K. It now does not make financial sense for me to travel there and I am very upset that I already made travel arrangements because I was told incorrect information by your staff. This is a total bait and switch and I hope that you make sure the staff is now going to be up front about costs.

Only 4 disabled parking places for this urgent care facility. I cant believe a place with this many people coming to it everyday wouldn't have more disabled parking. I almost missed my appointment with the doctor today because of parking. When i let the office know of my concern they just shrugged it off and smiled like oh well. I will in turn find another medical provider.

I have been a Bay Valley patient since the 1980s. Until the Stanford take over, I was very happy.

About a month ago, I had my annual checkup. It included a number of standard blood tests. In the past, Bay Valley mailed results to my home, and a nurse was available to explain them to me.

This year, Bay Valley informed me that results were only available on the online patient portal. At the appointment, they texted a link to my phone for accessing this portal. The link didnt work. The Bay Valley front desk staff gave me a number to call. I left a voice mail and drove to work. Some time later, when I was at work, I got another link texted to me. However it still didn't work.

Over the next several weeks I phoned Stanford several times asking for help getting my results. This was unsuccessful. I encountered a variety of unhelpful responses and several rather rude responses.

One night, I was having dinner with my husband and I got a text message on my phone. This included another link and instructions which stated that the link could only be used over the next 2 hours. After that I would need to call Stanford and get a new link.

This time Stanford had apparently fixed the software defects that had resulted in a no working link.

I got in and saw my lab results. Unfortunately, I have no idea what they mean. The portal contained results stated in terms only a clinician would understand.

My daughter 2 months old came in to the ED because she had a fever of 101. She also has a congenital heart disease called teratology of Fallot and is awaiting surgery in November. That being said she was ordered labs that needed to be done and the nurse came in and had a hard time finding her veins so he was being pretty aggressive with my two month old and had two other men try and come help him. Well my daughter is still unrepaired and isn't supposed to cry that much and I told the nurse this but he made it seem like it was good for to cry. My daughter was hysterically crying to where she was turning purple and I asked him to stop a couple of times or at least give her a break and he said "mom I have to do this I can not stop. She's going to cry regardless if I give her a break" well fast forward he poked her three times till he finally gave up and I was crying at this point because my daughter was in so much pain and I was concerned about her getting a cyanotic spell which is common with the too much agitation. I just felt I was not listened to and he put my daughters life in danger. I spoke to her cardiologist at a follow up appointment and told her about the situation and they were shocked that this happened and they are not okay with her being poked that many times due to the possibility for complications. Also she should have had her oxygen being read while all this was going on and that did not occur. As a mom of a baby with congenital heart disease I would like for this to be addressed so it doesn't happen to any other mom awaiting surgery.

I originally came to Dr Tsuang Li to get help with chronic sinus infections in January of 2019. He suggested I try sublingual immunotherapy allergy drops. I got an allergy test done at his office and started the drops in February. It can take 2-3 years to "cure" you of your allergies while doing these drops and you have to be consistent. Insurance doesn't cover them either and they are $150 per vial. So I've paid for the test with insurance plus these non-covered drops-at least 3 vials at this point. I called last week September 2, 2019 to get the drops refilled and a different message service answered. I let them know I needed the drops refilled. I didn't receive a call back, so I called again on September 6, and yet left another message to refill my drops. I also sent a message through the Stanford Health app. Then I started getting replies saying Dr Li's office is closed and I need to see another doctor. I should mention I saw Dr Li in person the week before last for a rash on my face that I thought was connected to taking the drops. Dr Li never mentioned he was moving or quitting his allergy clinic, nor did I receive any notice in the mail. This behavior is unethical/fraudulent. I started these drops in February with the expected time I'd need to take them being 2-3 years! Dr Li and his team knew they could not fulfill that obligation to provide care to me for 2-3 years when he started me on the drops in February. I would like all of my money back. I'm now going to be without care until I can find another doctor. I also do not have anymore drops-so I'll essentially undo any therapy I was on. I will be filing a complaint with the medical board as well.

I'm waiting for my photopheresis to start for last 3 months. My insurance and doctors part is done, it's stuck at Stanford authorization department. It's been more than a month, I do not understand what's taking so long. It's frustrating because I'm supposed to get photopheresis each month and I have already skipped 3 months because of the re authorization. Looks like they don't care the urgency of the procedure. They never pick up the phone so no one can ask what's going on. Hoping that it moves faster.

Date of incident: March 15, 2019
Location: Alameda, CA

I made an appointment over the phone, citing my annual free preventive check-up as the reason for my visit. I did the same thing at the office the day of my appointment and to the doctor. I was shocked to receive a bill about two weeks later for over $500. Because I was a first time patient, I was hit with a $441 'new patient' fee that my insurance barely covered. Stanford Health had ample opportunities to tell me I would be charged this fee: I could have been told when making the appointment on the phone or when I showed up to the appointment. Or they could put it on its website. But no one said a word and because I have never previously been charged such a fee (I'm 38 - this wasn't my first time visiting a doctor), I never thought to ask. On top of this fee, I was charged $200 for the five minutes it took to remove wax from one ear. Mind you, I was charged for both ears despite the fact the doctor said only one needed to be cleaned because the other was "only 25% blocked". I chalk this up to me not asking if it was covered but the 'new patient' fee is ridiculous and unfair. I appealed the 'new patient' fee to Stanford Health billing department but the woman there was rude and basically stated the charge will not change. Worse, this person stated that if I came in next year and got the same services, I wouldn't be charged meaning it's all semantics and has absolutely nothing to do with the services rendered. You can't tell me taking my family history is worth $441; that is a standard practice at any doctor's office. I appealed to my insurance (Blue Cross Blue Shield) to fight the fee but they also couldn't care less about patients. My last hope is the California Department of Managed Healthcare. Worse part...I told my wife to go here before the bill came so now we owe nearly $900 for two basic preventative visits.

My ideal outcome: 1) drop the 'new patient' fee for both my wife and I; 2) if you continue to use such a fee, make it evident prior to the appointment so a patient knows what they are getting into.

I had a procedure completed on March 4 and received a bill to be paid of $1889.59. I had made two separate payments of $500 and $400. Which left a balance of $989.59. On April 20, I paid a balance of $1075.98; which resulted in $86.59 increase. I called the billing department to get clarification and was told they could only send me and "itemized" statement. I received said statement, however it does not show what the additional cost resulted from. I had to speak to 2 different people (Michelle and Deanna) to no resolve. My concern is why didn't I receive a statement for what the $86.59 was owed for? The itemized statement does not reflect that. I was told, by Deanna, that my insurance did not pay until April 8 and because I made a payment; a bill was never generated?! Which does not make any sense. My explanation of benefits reflect that everything submitted was paid on March 19, 2019. So, where is the bill for the $86.59? I am not disputing the amount because if that is what I owe, fine. However, the lack of professionalism and just stating "I can send you an itemized statement, " does not resolve where is the billing statement?!