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Dan S
This review is for the billing department and anyone associated with it. My wife had an in office visit and then an *optional* procedure completed at Rush. Due to how messed up billing can be, before anything was done, she asked three separate people in person and over the phone what the total cost would be of both the visit and the procedure. Three times she was quoted as just the $50 copay. She clarified multiple times that there would be no other bills. To our surprise, we received a $3000 bill for services rendered.
The billing department all the way up says there is nothing they can do about this. They say that because there is no signed documentation, they cannot adjust charges. At no point in time would my wife gone through with anything had she been told it was anywhere near $3000 to have this done. Everyone keeps quoting policies and reasons that basically boil down to "because you don't have any proof, we won't do anything."
It is absolutely ridiculous to think that we would have gone through with an optional treatment had we been quoted anywhere near the $3000 we were billed for. This was not a surgery, in patient, nor outpatient procedure. This was all done in office during the time of the office visit. This is completely ridiculous, and I caution anyone going here for any reason to document anyone and everyone you interact with who quotes you any sort of billing. The theoretical contract that was entered before services were rendered was under the false pretense of price. A misunderstanding of $50 to then be a couple hundred dollars would be one thing, but this is off by a factor of 60 or more. I would not recommend and would caution people to not trust anything that is said from anyone here without recording names and other information.
Avoid this place.
I have PANS/PANDAS, a relatively rare disorder. To test for it, I was referred for a spinal tap by Dr. Tyler Kaplan. The procedure took place on January 29, 2026. After that, the facility LOST one of the important test results. On top of that, Dr. Kaplan will not give me IVIG, the recommended treatment for PANS/PANDAS, despite my test results showing high levels of strep in my blood. I've also had doctors in the past recommend and treat me with IVIG, so it's assuredly a safe and effective procedure for me. It's clear Dr. Kaplan is "treating" a disorder he is not familiar with. I'm at a complete loss as to how he's even recommending treatment despite a portion of the test results going missing.
Dr. Kaplan contacted me to let me know an important test result was lost and promised that a Rush representative would contact me about this negligent mishap. Dr. Kaplan also said he would give me a write up as to what happened with my test result and why he won't recommend IVIG. However, Dr. Kaplan has since gone back on his word. He will not answer MyChart messages, won't answer phone calls, and the patient relations department promises to call me back then never does. I never received a write up nor a call from a Rush representative. I have not received any form of refund or compensation despite my test result going missing.
On top of the pain caused by the procedure, this situation has worsened my severe OCD and I'm confident the stress of it all caused another PANS/PANDAS flare up.
Oh yeah, and I also had a visit with a Rush cardiologist. It took 3 months to get an appointment and the Doctor tried to be done within 15 minutes. She clearly had zero bedside manner and could not break things down in simple terms for the layman.
From reading the other reviews, it's clear that Rush has fallen off and is more interested in profit and CYA than it is in patient wellbeing. I highly recommend filing complaints with every possible entity (as frustrating as that can be) and not letting go of whatever mishap happened to you. Rush needs to be held accountable since this is a profession that literally deals with life and death.
To the Rush executives who have helped make this hospital a worse place, I remind you that each of your mothers is incredibly disappointed in you.
I had an absolutely terrible experience at Rush Hospital in Chicago ER. The facility was disgusting. The baby changing stations had feces on them, and the entire waiting room smelled like urine and feces. It was completely unacceptable, especially in a hospital setting where people are already sick, vulnerable, and often there with children.
They allowed grown men to sleep on the floor of their “pediatric room”, which was also filthy. We left with my 2 year old after five hours because the experience was so awful, but there were people in the waiting room with us who had been waiting for more than 10 hours. There was no reasonable communication, no sense of urgency, and no visible concern for the number of ill people sitting there for hours.
This was one of the worst hospital experiences I have ever had, second only to my own experience giving birth there, which was also horrendous. Based on the lack of cleanliness, the extreme wait times, and the overall lack of care for patients and families, I would not recommend this hospital.
I am switching my child’s doctor even though I love her because I do not ever want to go to this sloppy, unprofessional place again in my life.
Been here with my fiance since 7am his surgery started at 930 am and I've been sitting in the waiting for 8 hrs. Once I was allowed to join him in recovery they were preparing to close the area and we had to be moved to another unit until his room gets cleaned mind you we are now in the 8pm hour of the day. His nurse katelyn is great and even stayed late to make sure we were comfortable. I asked the nurses at the station about the status of the room and Ora the charge nurse was very rude and unprofessional as if I was disturbing her, stating that it can be 2-5 hours before the room is clean and available. Not let me call and check on that for you, do you guys need anything while you wait! Her bedside manor is disgusting and she should be wrote up!
My family member had a baby at Rush recently. The Mother Baby room was filthy. The bathroom door was warped. The floor was sticky. The walls weren’t clean. There wasn’t TP in the bathroom and when it was requested, it was handed to me, the visitor, to put on the holder by the associate. The nurses were insensitive with both the mother and baby. They seemed to know their stuff but were robotic, tired and burnt out. The department wasn’t busy so it wasn’t due to that.
Good staff, comically and irredeemably broken IT. Need to schedule an appointment? Phone IVR give you an option to stay on hold, but all it does is loop back to the menu prompting you to leave a call-back number. Need to share records? Complicated third-party account signup, and when you get in it doesn't actually work. Intake questionnaires? More than one, in distinct systems, all ask unnecessary invasive questions, some have survey logic programmed so poorly that they cannot actually be completed. Once you get in the door, the staff are pretty good. But I have never seen patient-facing IT this badly broken at a major medical system before. And it's certainly much, much more broken at Rush than at Northwestern or UChicago Medicine (both of which more-or-less centralized on MyChart for most things, which more-or-less actually works).
I had surgery on February 9 at Rush. I had not read any reviews prior because I like to draw my own opinions. I had a wonderful experience! Everyone I spoke to or came in contact with was extremely helpful. From My doctor (Dr OTool) to the surgery team and my recovery nurses. I have recommended this doctor (highly recommend) and this hospital.
I wanted to share my experience as a new patient so others can go in informed.
The visit itself was brief—I was told to wait until symptoms (for a minor problem) became unbearable and find a surgeon on my own. A hearing test was recommended as standard procedure without any mention of cost or that it was an optional "nice to have."
The bigger issue has been the surprise billing. When I tried to get clarity, I have run into weeks of runaround: calls that exceed 30 minutes, redirection to an online portal, and portal questions that go unanswered or circle back to "please call us." I've also been unable to obtain a copy of my signed financial consent form despite multiple requests and a promise that I would be able to do so.
The staff I spoke with were not unkind, but there was a consistent lack of clarity and follow-through that has made an already frustrating situation much harder and has yet to be resolved.
If you're considering this practice, I recommend not to sign any forms prior to your visit unless you receive a printed copy and thoroughly review, and ask for a cost estimate and expected tests that may be ordered during your visit—get this in writing and save a copy for yourself! I have canceled my future appointments at Rush University Medical Center due to these issues.
EDITED to add: The Patient Relations team did reach out, though the exchange was generic and felt as if it was there to check a box—I was provided with no new information or resolution to my concerns.
