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Phoenix Children's Hospital

Doctor: Financial Services/admissions

Some Children ARE turned away!

Hospital Complaint About: Phoenix Children's Hospital - Financial Services/admissions

Doctor Complaint: Financial Services/admissions - Phoenix Children's Hospital

My daughter had a seizure on an Airplane on July 29th, 2011. After she was scanned at a Hospital in Seattle, WA., we found out she had a Congenital Brain Abnormality with two enlarged ventricles causing severe Hydrocephalus (spinal fluid on the brain). We rushed her home and straight to Phoenix Children's Hospital. Since then we have found out, specifically, that she is missing the Septum Pellucidum that connects the two sides of the brain, has two very enlarged ventricles, the Hydrocephalus is severe enough to most likely be causing pressure on her brain, she has Epilepsy, and also Cerebral Palsy. She is almost 12.
The biggest concern, out of ALL of this, is the fluid putting pressure on her brain. She needs an MRI to determine how much pressure it's causing, and to allow us to move forward in relieving this pressure.
Phoenix Children's Hospital would not call me to schedule the MRI, ordered by their own Neurosurgeon, Dr. Ruth Bristol, so I finally was able to get connected to the right department to schedule it myself. I was told by one person that they would not call me to schedule because we didn't have insurance for them to get a "pre-authorization". I was later told that "they shouldn't have told me that". Of course, that doesn't mean it wasn't true...just that they shouldn't have said it to me!
They said without insurance they'd have to "bill" me. I said, "fine, bill me, my child has pressure on her brain and is suffering more each day"! So they set the appointment, finally, for Sept. 12th, 2011 at 12pm (later they told me 12:30, but whatever). We showed up at 11:30 to check in. There we were asked, again, about insurance. I'd LOVE to be able to say, at this point, that we still have insurance, but it lapsed back in April because, unemployed, I just couldn't afford the $750 a month payments. Now, clearly, I couldn't afford NOT to keep making them! I told her NO INSURANCE is in place yet, but as I had said many times before, she has two conditions that "should" qualify her through the DDD and ultimately AHCCS for State assistance. She said she'd have to call someone. The financial department got on the phone with me and said they couldn't provide my daughter with anymore services until I either had insurance or paid them money. They said they had already been gracious enough to allow her services with minimal payments so far and couldn't continue to do so. I asked that they just "bill me" like they had been doing. She said, "no, we don't really work that way. We need to know that we are going to get paid in a "timely manner". We don't want people taking years to pay off their medical bills.". She said it's an over $4000 test and I'd need to pay at least half or they couldn't do the test and that maybe I should have spent more time trying to get the State to process her application. (Really? Does she KNOW how many hours I've spent on this? How many people I've contacted to try to get THEM to step it up?) By now my child is crying, for reasons even she can't explain, and I'm getting scared. She NEEDS this test.
The financial support supervisor was requested. 15 minutes later she made her way out. She, too, proceeded to tell me that we already have a balance with them with no guarantee that the State insurance will come through. I showed her my 3 inch thick folder of documents that I had been filing with all of the State agencies. She took the ACHHS document with my case workers name and number on it. She called HIS SUPERVISOR, instead of him. His supervisor said he didn't think they even had my financials yet. She hung up and said no, they couldn't help us. (I later called my case worker and he had no idea why they didn't call him. He said his Supervisor would not know where all of his cases stood and that yes, indeed, my financials were in order).
This "Financial Support Supervisor" maintained that we would need to pay $2000 at that moment to get my child her much needed MRI. She said, "This facility has PROTOCOLS and we have to adhere to them".
I tried my best for 45 minutes to get them to proceed with this test...but if I had $2000 laying around I'd have insurance...now wouldn't I?
We were sent packing...and crying...with no more answers on my child's condition. Mommy and Daddy lost their Insurance...and their child must suffer. That's quite a slap in the face, don't you think? Doesn't PCH advertise that "No Child will be turned away"? Well...I guess that's a bit of false advertising...isn't it? Could there be a particular reason why MY child was chosen to be turned away? Would it have been better if we were a minority? or on welfare? or didn't work out BUTTS off trying to provide for our children in SPITE of this crappy economy we live in? Please, someone, tell why she has to physically suffer for the short-comings of ALL the adults in this great Country of ours. Is it the "American Dream" or really just the "American Reality" that we live? A child is NOT supposed to pay the price...ever...

Other Complaints About: Phoenix Children's Hospital

6 Comments       Leave comment to complaint below

judy
Hospital In Complaint
Sep 14 2011, 01:04:12 PM

I don't understand why you would think a hospital would care, you know what it is? You are not illegal...and it doesn't change any ones paycheck if your daughter isn't seen. I hear this crap about illegals can't be seen, the HELL they aren't a family member took their illegal mexican to a hospital in Woodland Ca. he spent the NIGHT in the hospital...under went surgery...he did not pay a dime. Our government is a bunch of crap.
You mentioned you are now unemployed, while you were working your taxes as you know paid for others to see the Dr. welfare, illegals, people that just walk in off the street, piss on the working people if and when they need help though.

Lori
Hospital In Complaint
Sep 14 2011, 10:21:54 PM

Thank you so much...I know there are others that can understand where I'm coming from. I will get her help come Hell or high water...but I will have to do it on my own!

You're comments are appreciated and your frustration is equal to mine.

Take Care and God Bless...

Mary
Hospital In Complaint
Sep 14 2011, 11:10:46 PM

I don't understand how a hospital can make a child suffer just because her parents lost their insurance they have worked hard to keep it going and since the economy sucks things happen. But if they were illegals, or welfare and ones that are just lazy and dont want to work they would be taken care of. This is not a way to help children or even be called a childrens hospital. NY has its issues but atleast there is a way to get insurance for children and in a hurry if needed. Plus I know people have gone to our childrens with no insurance.Phx you need to change your policy in that hospital and take care of people who are in desperate medical need thats what you are to be used for.

Rhonda
Hospital In Complaint
Sep 15 2011, 07:53:22 PM

I can not understand how a hospital of any kind can turn away a child. This little girl needs the medical attention. This hospital and the people that work in it are uncaring. There are protocals that can be overlooked when it comes to a child. I dont care who you are, when a child needs attention medically, you give it. No insurance needed. Help this child, her wellness is counting on this.

Diane Allen
Hospital In Complaint
Sep 16 2011, 02:07:43 AM

I can not beleive this hospital will not help this child,especially considering the seriousness of her illness. A hospital and the Drs. are there to save lives, it has always been the American way, It is a sad day when buisness in a health care facility takes priority over saving a life. This hospital, and it's administration, should surely be ashamed of it's protocol, and buisness practices. I wonder if all the people that freely donate to the Phx childrens hosp. to indeed help children such as Lori and her family in there Dire circumstances are aware that this policy exist.If you don't except children, without Insurance where does all the money that money go,because this hospital certainly is making enough money off from insurane money if that is all you accept, and don't even say you don't get enough from the state for state cases, which by the way if her parents are unemployed obviously, they fall under requirements for assistant. I would think it would be better buisness for this hospital as with all buisness that you take care of your customer, even those less fortunate. Phx Childrens Hosp. Live up to your name, and take care of this child, who was born in the U.S.A and Her parents were born in the U.S.A and should have all the more rights, then those who are not from this country.

Lori Nelson
Hospital In Complaint
Sep 18 2011, 11:52:09 AM

Thank you so much everyone for your thoughts, opinions, and support. Some great friends asked that we set up an account and a way for them to donate to Emily's medical expenses so that she could continue to get cared for IN SPITE of Phoenix Children's Hospital. We did that and WOW...the outpouring of generosity has been amazing! We now have more than enough to get her the MRI, which we will NOT do at PCH, and to move forward with whatever procedure needs to be done to relieve the pressure on her brain. We are so grateful to everyone who cares...some we know and some we do not. At the time that this started PCH had left me feeling like "people suck". My attitude and demeanor was very low, but the outpouring of love and kindness quickly brought me back to the reality that PEOPLE don't suck...just situations that "some" people cause. I believe in the power of kindness, and I will not forget that again!

Emily thanks you, and we (her parents and family) thank you, from the bottom of our hearts!

This is the link to her fundraiser if you're interested: http://goo.gl/yziez

God Bless you all!

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