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Desert Regional Medical Center complaints

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1150 North Indian Canyon Drive
Palm Springs, CA 92263 | Get Directions

(760) 323-6500

http://www.desertregional.com

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Total Amount in Dispute:
$260,000.00

Total Amount Settled:
$0.00

Complaint Experience

33%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to one complaint presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

3 complaints against Desert Regional Medical Center closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
2	Unanswered

3 complaints against Desert Regional Medical Center

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3/21/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $10,000.00 Amount Settled: $0.00

Customer Complaint

2/6/2024

On Aug 31, 2023, the ambulance delivered me to desert regional ER for gallbladder pain. I was never admitted to a room or a bed. I had 1 scan and was diagnosed and treated in lobby. Once morphine was administered, the pain lessened, and I was told if I elected to have the gallbladder removed it would be not covered, they sent me home to die. It took then 4 months of me advocating my health to Dr. after Dr. dealing with pain and discomfort and not able to eat. Once I finally made it to a surgeon who was able to help me he admitted me to have the removal of gallbladder-diagnosed with the very scan from August 31, In surgery it was discovered that the gallbladder had at some point ruptured (my guess is Aug 31 (why I called 911 and came to your facility) spilling out the 12 stones and sepsis into my body, also the gallbladder started to adhere to my intestine. This should not have happened. I shouldn't not have been neglected at your hospital. Resolution Sought I would like an apology. Money for retribution. I want to make sure this neglect doesn't happen to others.

Company Response

3/8/2024

This correspondence is in follow up a conversation on February 27, 2024, wherein you reported concerns with the care you have received during your ED visit of August 31, 2023. As you are aware, our department handles patient complaints and grievances. Our goal is always to provide our patients and their families with the best patient experience possible and to answer and address concerns promptly. We take our patients' and their families' concerns seriously and are examined to improve our processes. During the conversation, you reported you never contacted the hospital to report your concerns. Instead, you submitted your complaints through the Business Alliance Complaint website. Through it, you reported that on August 31, 2023, you were taken to ED because of severe abdominal pain. Tests were completed, and pain medications were given. You became upset when the doctor gave you a choice to decide to undergo an elective surgery, which was not covered. You believe your gallbladder could have ruptured during your visit. You stated you underwent gallbladder surgery on December 21, 2023. Your concerns were sent to the ED Nursing Director for review and follow-up. He reviewed your medical record on February 28 2024. He reported the care and discharge plan you received were appropriate. The provider ordered appropriate labs and imaging. The provider discussed the lab and radiology results with you, during which you indicated you closely follow-up with your primary care physician. Your care was also reviewed by a physician and deemed appropriate as well. In light of the aforementioned, we determine the care was within the standard of practice. We are truly sorry for the experience you described when we spoke. We thank you again for reporting your concerns because we appreciate the opportunity to review our processes to enhance our patient care. Should you have any questions, you may reach me at 760-323-6387. Sincerely, Marie Ekstrom, Patient Safety Office/Dir. RM

6/28/2022

RESPONSE: Complaint was not answered Amount in Dispute: $250,000.00 Amount Settled: $0.00

Customer Complaint

6/2/2022

Poor Surgery. Messed up my head and stomach! Stop asking for money. Resolution Sought Stop their monetary attack, they refused to accept insurance

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