"Communication and discharge post surgery"

My partner was due to have surgery on their leg to remove malignant skin cancer and have a skin graft. We received a fee estimate from the Hospital the day before their surgery asking us to pay about $3500 up front. 

We were given item numbers to check with our health fund for coverage but without the cost estimates, I believed contacting them was pointless as they would not have been able to advise how much they would cover.

After receiving the estimate the day before admission, I called my health fund & was advised that the only amount payable was my excess. When we got to the hospital the next day we were told that we had to pay the $3500 upfront otherwise my partner could not have their surgery. I advised the admission clerk that we had only received the estimate the day before & that expecting us to come up with such a large sum was unreasonable especially since I had been advised by my health find that only the excess was payable.

I then spoke with the accounts person who prepared the estimate who I felt was very rude and dismissive and advised that it was my responsibility to check with my health fund what was covered. I advised them that I only received the estimate from them the day before surgery to which they replied that I had to pay it or not have the surgery. I also asked if this would be a dual claim as my partner was being admitted for the surgery & was advised that the hospital does not do dual claims.

I advised that other hospitals do it so why not them. I was advised that they are a private hospital, and they don't do it as they only deal with the health funds and not Medicare. They then said that I had uninterrupted them in a meeting and that they could not speak to me any further. I found this to be unbelievable because it was 6.15am & did not believe that anyone could be in a meeting at that time of the day, I believe they just wanted to get me off the phone.

The money was paid by credit card with a surcharge added as my partner wanted to have their surgery and did not want to argue any further. We then waited in the waiting room for 45 minutes before my partner was taken into the ward before their surgery. I was not allowed to wait with them , which was fine. After my partner's surgery they were wheeled from the recovery room to the lifts and had to make their way to the car park to wait for me to pick them up. It was a very warm day.

My partner had general anaesthetic and should have been monitored not allowed to leave the hospital until I arrived at the hospital. Instead, when I arrived, my partner was at the car park and had been waiting there for 30 minutes, had I known what they had done I would have got there sooner to pick my partner up.

I was disgusted at the lack of care shown to my partner especially since they had only been out of surgery for 2  1/2 hours before. I feel the staff we saw are very indifferent.