Loyola University Medical Cntr.
reviews and complaints

On 7/20, I bought a hearin aid from the Department of Audiology at Loyola Hospital for $2,400.00. It didn't fit right, so I gave it back to *** on 8/20. According to the Dispensing Agreement for Hearing Instruments, I should get a refund of $2,100. Loyola gave me a Guarantor # *** for the billing/refund stuff. I talked to 2 Supervisors, *** in billing and Anna the Manager of Patient Relations, over the next four months. They sent me a check for $488.84, but I should get the full $2,100 refund. They keep telling me it has to go to "Back Billing" and Corporate Management. Loyola hasn't done anything yet. I deserve my money back.

I've been calling Loyola University Medical Center multiple times, and *** (the customer service supervisor) has been handling my issue. She seemed to understand the problem, but it's still not resolved. I had three dates of service: 10/18, 12/10, and 12/16. The date of service on 12/10 is correct. However, Loyola applied two HRA payments of *** each to the date of service on 12/16, which created a CREDIT balance of $83.28. This is a mistake. One of the $*** payments should've been applied to the date of service on 10/18. I should have a balance due of $72.86, not ***. Why would I want a credit balance at a hospital? It doesn't make any sense. I've called and provided check numbers and payment information from my HRA. Every customer service representative I talk to tells me that *** isn't available and there's no other supervisor available. I've uploaded supporting documentation.

On May 06, 2022, I sent my medical records to Loyola University Medical Center's medical records department via email at *** and at ***, which is what people usually do when they want to request medical records. Specifically, I asked for the complete unaltered After Visit Summary from August 14, for a service date of 03/17. In response to my request, I got an email from the *** email address that said: "Hello ***... After Visit Summary reports weren't made in 2014." They didn't mention who sent the email. So, I decided to log into my Loyola mychart patient portal. I went to the visits tab and clicked on it. That took me to the Appointments and Visits page. I scrolled all the way down to my visit on 03/17 and clicked on the "view my after visit summary" tab. That opened up a document with the heading "After Visit Summary." I saved this after visit summary as a .pdf file and attached it to my email response to the *** and the ***, hoping to get a response. I wrote: "I downloaded and copied this after visit summary from my myLoyola patient portal account. Isn't this the after visit summary from 03/17? I haven't heard back from anyone."

1. I had an appointment at Loyola University Medical Center for severe leg pain.
2. The doctor didn't perform an exam.
3. They told me to go to the pain clinic, physical therapy, or the emergency room because there is nothing they can do for me there. I asked for at least a shot for the pain, but she said no and started walking out. I never took off my coat.
4. I asked if the pain clinic could see me today because I'm trying to get better to go back to work. They said I had to make another appointment.
5. She said she would send a prescription to Walgreens, but I still haven't received it. It was never sent in!
6. I called the billing department to dispute the charges. Since the next day I was rushed to another urgent care, they gave me a pain shot right away, examined me, and wrote a prescription. I was able to go to work on Monday.
6. Why do I have to pay Loyola $2542.54 to be told to go elsewhere, while Mile Square charged me $113.88 for treatment?
7. Loyola sent the claim to the grievance board, but they didn't call and interview me. They made a decision that the doctor did apply treatment. I said I didn't get an exam, was told to go to another department, and didn't receive the prescription. That's not fair.
8. Then the regular manager of patient relations, "Ana," said, "Well, do you want me to send the prescription in now?" How dare you suggest that as a solution, and it's 5 months later. Then she said, "I can give you the payment arrangement number to pay this bill."
9. Due to unfair treatment and lack of concern, I had to be rushed to another hospital. I don't feel like I should have to pay this bill.
10. How can you suggest treatment with my coat still on, and the doctor never sat down, stood up, opened the door, and said there is nothing they can do, and walked out? Then they rubber-stamped my chart with instructions for physical therapy and suggested an MRI on what?! I could have been bleeding, and she would have never known.

This complaint is about an outstanding balance of $1,487.03. I have been a patient at Loyola University Medical Center and they have received around $80,000 from my BCBS insurance. The $1,487.03 is for the remaining 3 radiation treatments and 1 doctor visit out of a total of 20. I had scheduled my treatments to start on December 2, and end on December 30th. My insurance deductible for the year 2021 was already met, so I planned the treatment accordingly to avoid any deductible fees. However, my scheduled treatments were delayed because one of the radiation machines needed maintenance or repairs. Scheduling called and canceled 3 of my appointments in the last 2 weeks of December, which pushed my treatment into January where I would have a new yearly $7,000 insurance deductible. Loyola could have scheduled my appointments for later in the day since one of the other radiation machines was working fine. But instead, Loyola canceled my appointments without any valid reason and kept the appointments for other patients. Loyola should have taken better care of their equipment. I can only hope that the interruptions in my radiation treatment will not have a negative impact on my cancer outcome. I don't believe I should be responsible for the $1,487.03. This is Loyola Hospital's responsibility. Please dismiss the $1,487.03 and remove the statement from the collection agency assigned to this matter. I contacted billing on 5-16-22 and spoke with ***, who passed on my message to Patients Rights. I called billing again on 6-1-22 and was transferred to Patients Rights, where I left a message. On 6-2-22, I called Patients Rights directly and left another message. I also sent this letter on 06-07-2022 to Loyola University Health Systems and Patients Rights, but I haven't received any response. Additionally, I qualify for assistance under Loyola's Financial Assistance and *** Policy due to my lack of income. However, I was denied with a standard form letter. They did not