Call Kurtis: $1,000+ Stay In Waiting Room

SACRAMENTO (CBS13) -- She passed out in class after suffering an anxiety attack. But the real panic came when Mercy General Hospital sent her this big bill for services she says she never received.

"My heart was beating so fast... I was sweating, I was pale... I thought I was having a heart attack," says Jennifer Hinkle, Sacramento State student.

Jennifer was inside this lecture hall at Sacramento State in February 2010 when she suffered an anxiety attack and fainted. Paramedics rushed her to Mercy General, where she sat in the waiting room for two hours.

"I never saw anyone, I received no medical attention, other than from the ambulance," says Jennifer.

After feeling better, she decided to go home with her husband and informed Mercy she would follow up with her own doctor the next day. Jennifer says she never filled out any paperwork.

A few weeks later, she got a call from Mercy, asking for her billing address.

"I told her I actually never received any care so I'm not sure what the charges would be for and she said, well, we still have to send this out to you," says Jennifer.

Then this arrived... a hospital bill for $1,046.25!

"I was shocked because there was no itemization for what the charges were for," says Jennifer.

Jennifer already paid her ambulance bill separately through her insurance and didn't know why Mercy was charging her a thousand bucks. So she disputed the charges in writing.

Jennifer never heard back. But then, she got a letter from collections!

"I was shocked," says Jennifer.

And she says Mercy told her it was out of their hands.

"For them to shuffle me off to the collection agency, I just think it's bad.  It's really shame on them," says Jennifer.

We contacted Mercy General Hospital. In an email, they tell us:

A "... review of her file verified that she was seen by an emergency department physician who requested additional medical tests..."
"Ms. Hinkle elected to leave the emergency room prior to the completion of those tests...."
And "... the billing she received is accurate for her emergency department visit."
-- Page West, VP & Chief Nurse Executive, Mercy General Hospital

Jennifer insists she never saw a doctor and says she certainly didn't receive $1400 worth of care sitting in the waiting room.

After we got involved, Mercy billed Jennifer's insurance company, UnitedHealthCare, which paid the majority of her claim. Mercy agreed to waive the rest of the bill.

"Very much relieved," says Jennifer.

Her insurance company told her they'll investigate. If they don't think they should've paid that bill, you can bet they'll fight to get that money back. When you have a problem with a hospital, get your insurance company involved.

Jennifer fought this on her own for a year, before telling her insurance company.

______________________________
Mercy General Hospital Statement

Mercy General Hospital is committed to outstanding patient care. In the case of Jennifer Hinkle, review of her file verified that she was seen by an emergency department physician who requested additional medical tests. Ms. Hinkle elected to leave the Emergency Room prior to the completion of those tests. We have spoken with Ms. Hinkle and explained that the billing she received is accurate for her emergency department visit. After our conversation, we removed the account from the outside collection agency and Mercy is working directly with Ms. Hinkle on a full resolution on this matter.

Mercy General Hospital is committed to outstanding patient care. In the case of Jennifer Hinkle, review of her file verified that she was seen by an emergency department physician who requested additional medical tests. Ms. Hinkle elected to leave the Emergency Room prior to the completion of those tests. The insurance company found that the charges were valid for her care and paid all but the co-payment of her claim. As a good faith gesture, Mercy paid the $132.80 co-payment of her claim. Mercy is pleased to have worked with Jennifer to come to a successful resolution on this billing issue.

-- Page West,
VP & Chief Nurse Executive

______________________________
UnitedHealthCare Statement

We worked directly with Mercy Hospital to obtain the necessary documentation to process Ms. Hinkle's claim. We are pleased that this matter has been resolved.

-- Cheryl Randolph
Media Relations