Ascension Seton Edgar B. Davis complaints

Company states; On behalf of Ascension Seton, we would like thank you for the opportunity to review the concerns expressed about the care received in the Emergency Dept on 1/11/24. Listening to the voice of those we are privileged to serve the central to our commitment to deliver compassionate, personalized care. In the complaint, the following concerns were noted: 1. My experience was awful, we sat & waited for hours for ankle injury 2. Not offered Ice or Tylenol for pain 3.Hospitale charge is thousands of dollars extra for doing nothing besides having me wait a total of 6 hours 4. Given crutches with diagnosis of ankle fracture, not measured for height with the crutches, staff handed them to me and that was it 5. Dispute payment due of $2428.02. Upon receipt of these concerns, a review of the medical record was initiated by members of our Billing Dept, the ED Medical Director, the ED Nurse Manager, in addition to the staff involved in the care provided. This review is now complete. In regard to concern #1: The medical records state that you were entered into the electronic health record on 1/11/24 at 00:12 & were discharged on 1/11/24 at 04:30. Vital signs were taken at 00:18. An order for Tylenol was entered by the ED Physician at 00:16 & according to the chart was administered at 00:26. An XR of the right ankle was ordered at 00:14 & the results were called to the ED Physician at 2:20. A CT of the right ankle was ordered at 02:20 and the results were called to the ED Physician at 03:48. In regard to the concern #2: According the medical records, the physician ordered Tylenol for and this medication was administered at 00:26. In regard to concern #3: From a review of the medical record, you arrived at 00:12 & discharged at 04:30. An audit of the billing was completed and the charges are valid. In regard to concern #4: The ED nurse manager interviewed the nurse on duty. Accordingly, the nurse stated she did give crutches and placed a splint on the ankle. In addition, the nurse charged that you used the crutches adequately and had no questions about the crutches or the use of them. In regard to the concern #5: An audit of the charges was completed by the billing dept and are valid. Charges were $6551.50 with patient responsibility $2428.02. We sincerely, apologize for any inconvenience you experienced during the time you were in the ED, and appreciate the opportunity to further reinforce the importance of empathetic communication with staff. We hope that the information provided addresses the concerns. Our mission at Ascension Seton Edgar B. Davis is to provide the best care for each of the patients we serve. The feedback provided is important to us as we try to provide high quality and compassionate care to the community we serve. Regards, Risk Manager Ascension Risk Services

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