Carondelet Health Network is Southern Arizona’s leading provider of health care services, serving a community of 1.5 million residents. Carondelet is the area’s largest Catholic, nonprofit healthcare... more system, it is Carondelet’s vision to transform health care by offering advanced quality in a faith-based healing environment, excellent service and accessible services for life. Carondelet Health Network is part of Ascension Health, the nation’s largest Catholic health system.
On 6/12/18 at approximately 4:00am I was rushed to St. Joseph's ER for emergency level cardiac symptoms with difficulty breathing and swallowing. Instead of addressing my symptoms and getting my vitals,... more the triage nurse accused of me of methamphetamine drug use specifically "speed". She accused me again when I denied use of methamphetamine wasting time before hooking me up to an EKG, and obtaining my medical history. In addition to emergency level symptoms, I had symptoms of general rash, and abdominal pain. But the only thing my care team focused on was getting a toxicology screen and ignoring all other symptoms, and ignoring the fact I had an emergency appendectomy at the same hospital just 2 months prior in which I spoke about repeatedly during my visit asking if symptoms were related. Nobody on my care team referenced my emergency appendectomy, or checked my surgical site even though the doctor who diagnosed me with acute appendicitis was one of two doctors assigned as my doctor according to my discharge papers.
During my time waiting, I watched how a person cuffed in police custody brought in for an immediate drug test was treated more fairly than me -- a priest in plain clothing. It appears that this ER is a dual department for first criminal evaluation, and second to emergency services.
After waiting hours I was finally seen by a doctor who ignored my complaints and ordered her own toxicology blood work which produced no evidence of drug use. I was soon discharged after the toxicology report was reviewed by the doctor. My initial complaints were not addressed.
According to my discharge papers I have "active appendicitis" with discharge diagnosis of "drug reaction" although my toxicology screen indicated no drugs.
I later had to go to another ER for the same complaints which were all addressed as well as confirming I had appendectomy.
I called St. Joseph's Hospital to setup a meeting in person to discuss my grievances. However, I was met with resistance and told there is a "process". I expressed that I was uncomfortable with discussing multiple complaints and concerns of my experience in their ER over the phone. The reply was that the director of patient relations will call me.
I am a peaceful, respectable, and respected person of faith. The only treatment I received in this ER was unfair treatment.
Update: I've been thinking about how Dr. Laurie A. Herrera mentioned her paper on herbs and liver toxicity during my visit, and attributed to my diagnosis. I was hoping to find some answers to my questions about my liver disorder, and to find the paper she quoted she wrote. I have taken a plant and soil science class on medicinal herbs once before with Professor Lyle Craker. Instead of finding the paper she mentioned, I found a very shocking article.
You might as well just stay home and die on your couch because YOU WILL NOT GET THE PROPER CARE WHAT SO EVER!!! I was in a hit and run car accident and didn't even get to see a doctor!!! No xrays!!! I... more was unable to hold anything down and in pain. They didn't check my stomach. I was crying because I was in so pain and the nurse asks me if I have allergies. Don't waste your time. Go to another hospital even if you have to drive farther.
Update #3: I wrote a previous review on a horrendous experience we had in the ER and then afterward with the billing experience. I worked with a patient advocate and I was asked to call in and let her... more know if the recurring payment that I had set up on the patient portal worked for May. IT DID NOT…
Calling in to try to report it was impossible.
There are two issues (and maybe more). There is an IT issue and there is an operations problem. First, the payment portal does not work for recurring payment plans. It worked in April when it was set up and failed in May.
Second: Calling in to resolve a payment issue ends up at third parties ( Tenet Health has outsourced this function) with 1st level minimum wage collection agency people.. The collections agency answering the St. Joseph's business office number is slimy. It is not the business office, it is a collection agency called CMRE.
You need to get a real customer service phone number where people answer and can bridge the issues with your third-party outsourced staff. Making the patients and their families talk to various services and get nowhere. The payment portal also has their own help line with no connection back to the actual hospital. The services don't even have a St. Joseph's phone number to give you and they won't give you any information. They know nothing other than to take your payment.
If this is a profit making group, there needs to be some actual managers experiencing this. This will go nowhere other than to move people into collections for no apparent reason. The ill will is enough to make you want to never use this hospital if you have a choice.
Update #2: I sent the information to the email and will look forward to hearing back. I do not normally do business in this way if there are people that actually are trained to understand how the system really works and make changes if a mistake occurs.
Updated: So the reply said they will review this issue and since there is no information on who to contact it is a mystery as to how they will do that? Do they not need real information or is this just a weekend "auto post"?
The plot continues now nearly nine months later after a horrid ER visit in July 2017. It is now April 2018 and via St Joseph's payment portal we had set up a payment plan as it was offered. The payments have been made and the checks cleared every month with four payments left and St Joseph's Hospital puts the account into collections.
That seemed odd, all the checks show as cleared, so I contact the St Joseph's Hospital Business Office and they are unable to see the records and we must deal with the Collections agency. The collections agency doesn't know why it was put into collections. So no one is able to do anything, they know nothing, see nothing, hear nothing, total vapid, brain dead worker bees. No judgment to offer a process for resolution. The incompetence of this hospital and /or Carondelet Network is overwhelming.
Rate of readmission after discharge from hospital (hospital-wide)
Rate - 14.6% (1.4% below the national rate)
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