ComplaintsforHuntsville Hospital

• Initial Complaint

  11/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been calling Billing at ************** probably close to a year to make sure my (3) E.R. visits were taken care of and zero'd out by my out of state *********************** For some reason, the (2) visits, November 06, 2023, and December 12, 2023 are zero'd out and paid/adjusted just fine. But the visit for December 10, **************** a strange pending phase. I talked to a supervisor (Something along the names of **, Tyla) respectfully and she said it is zero'd out technically but another department has to make the adjustment to actually reflect zero balance and they haven't done so but it will eventually be zero'd out. I have spoken to other **** as well before this to verify that that (1) pending outstanding visit has been adjusted/zero'd out/paid off. I was told multiple times that it was zero'd out and I don't need to follow up anymore. The supervisor than said that another department has to 'zero it out' or have it adjusted but she hasn't received a response yet and to check in a month. I don't want to keep checking on this and continue to call in, it's stressing me out. This is a request for someone in billing, I went to ******* E.R. Hospital (Service Date December 10, 2023) look into this matter for me personally, at an expeditious rate if possible and assist in making sure that this last visit is adjusted and zero'd out as it should be. Everything is zero'd out, except for this 1 E.R. visit.. If every time I call in is notated, you will see that I've been trying to be very responsible in this matter and have called SO MANY TIMES to ensure that this is resolved, always respectfully towards each and every representative. At this point, since I've taken so much time this bill should be waived, or the insurance should be properly billed for that last pending visit (12/10/2023). Thank you.

  

  Business response

  11/11/2024

  We have adjusted the balance. T

  The out of state ******** made a payment and the balance was adjusted and there is nothing left owed on the account. 

  Customer response

  11/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REDACTED

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Came in to be looked at after a car crash me and my wife came in at the same time for the same reason the only difference is she has insurance and I dont. She was seen almost immediately and taken back for x-rays and blood work and then given a room as to where they just put me off in a corner room away from everything and left me to sit for hours no one gave me any kind of updates or information just left me in a room and forgot about me

  

  Business response

  10/14/2024

  We certainly apologize for not meeting the expectations of the patient. Mr. Black spoke with Rod Crutcher, Manager of our Patient Advocacy/Emergency Department Serivces, today 10/14/2024. Mr. Crutcher explained that patients are seen in the Emergency Dept by severity of injury and insurance status does not play a role in quality of care. However, we investigate all complaints and grievances, and Mr. Black's grievance has been entered into our system.  He will get a call, and or letter following the investigation. 

   

  Thank you, 

   

  Customer response

  10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22408121, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Tyler Black

• Initial Complaint

  09/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My brother, (**** R. **********, 08/05/1946), had 100% medical coverage through VA due to a service related cancer. He entered a Veteran's State Home for care and was sent by them through the Emergency Room for care after falling several times. He was in ************ at the time. He passed away in May, 2024. The hospital has been billing me since his passing for unpaid bills. I have tried to get them to bill VA without success because they keep saying that VA does not pay for hospice, which they do. They also pay for veterans going through the Emergency Room. I have spoken to numerous members of the billing department without any results. They finally turned the bills over to a collection agency and a VA representative and myself did a conference call to the collection agency and they were told to send the bills to a ************* Box for payment. I was informed by the Hospital that they would be going after my brother's estate instead of simply billing VA. The collection agency was told that I could not submit the bills that it had to come from the service provider but I cannot get the hospital to do the correct billing. I have been told over and over again by the hospital that ** does not pay any bills once the patient is in hospice which is simply not true. I am appalled that they would treat a veteran that served 2 years in ******* and his grieving family with such disregard. My goal was simply to get the bills paid and instead of them doing what needed to be done they turned his bills over to a collection agency. I was told that anytime a patient is on hospice they ************* which is their option but ******** did not pay the entire bill and VA would have.

  

  Business response

  09/27/2024

  We have adjusted off the patient balances and have requested that collections stop on this account.  

  Customer response

  09/30/2024

  I previously sent 2 emails to the hospital asking to speak to someone in Administration to see if I could get this resolved.  They had ***** from billing contact me and I told him how to proceed with getting paid.  Again VA told me and the collection agency directly that the bills would be paid if they were properly submitted by the service provider.   We were told that it would take 30 to 45 days to receive payment once VA received them.   I asked ***** if they would notify me once the bills were submitted and paid.  He told me I could check back in 45 days to inquire.   I would like to know that the bills were submitted and paid.  Since I was threatened by the billing department that they were going to go after my brother's estate, I need something from the hospital stating that there is a 0 balance due on his account and that they will not persue payment by trying to go after his estate which is currently in probate.  I need something indicting that his account is free and clear and nothing is owed by him.   have ot give the court an accounting of any debts owed.   I do not feel that my brother owes the hospital and that it is simply a billing issue that can be resolved if the hospital wishes to pursue it with VA.  Since it is a billing issue and not an issue that my brother owes the hospital I would like to receive something stating his account has been satisfied.  If the hospital performed services for **** they deserved to be paid in full which can be accomplished if the billing department persues it through the correct channels.  Thank you for following through on this. 

  Customer response

  10/01/2024

   
  Complaint: 22346891
  
  I am rejecting this response because:  Date Sent: 9/30/2024 8:48:39 PM
  I previously sent 2 emails to the hospital asking to speak to someone in Administration to see if I could get this resolved.  They had ***** from billing contact me and I told him how to proceed with getting paid.  Again VA told me and the collection agency directly that the bills would be paid if they were properly submitted by the service provider.   We were told that it would take 30 to 45 days to receive payment once VA received them.   I asked ***** if they would notify me once the bills were submitted and paid.  He told me I could check back in 45 days to inquire.   I would like to know that the bills were submitted and paid.  Since I was threatened by the billing department that they were going to go after my brother's estate, I need something from the hospital stating that there is a 0 balance due on his account and that they will not pursue payment by trying to go after his estate which is currently in probate.  I need something indicting that his account is free and clear and nothing is owed by him.   have to give the court an accounting of any debts owed.   I do not feel that my brother owes the hospital and that it is simply a billing issue that can be resolved if the hospital wishes to pursue it with VA.  Since it is a billing issue and not an issue that my brother owes the hospital I would like to receive something stating his account has been satisfied.  If the hospital performed services for **** they deserved to be paid in full which can be accomplished if the billing department pursues it through the correct channels.  Thank you for following through on this. 
  
  Sincerely,
  
  ***** *****

  

  Business response

  10/01/2024

  We have adjusted the balances to zero resolve patient liability and asked for the release of the estate. That process can take up to 45 days. 

  There is no patient balance, and the estate will not be held. 

  
  

  Customer response

  10/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Debt collector has not sent me any information on my debt and has not communicated at all with me. I do not even have the account number. It is on my credit and its from the previous year 2023. I want this off my credit.

  

  Business response

  08/12/2024

  Patient has debt in bad debt since 2018.

  Current balance owed is $25,804.66 in ********.
  
  The only account she has from 2023 are labs that were completed.

  We billed the **** that is listed on file and they left $116.05 towards her Out Of Pocket amount.

  Four statements were mailed as required and account was forwarded to ******** on 9/14/2023. The account was then sent to ********* on 3/24/24.
  
  The patient requested her Itemized Statement on 7/30/24 which we have sent to ********* and they have mailed out. 

  We will also be sending a list of open accounts via certified mail. 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had schedule a surgery at the orthopedic center of Huntsville. I canceled the survey 1-2 weeks later when I went for my routine appointment they charged me $250 for cancel outside of the guidelines of the schedule date. I had canceled my surgery 2 months prior . They didnt investigate outside of calling the surgery center whom said I canceled 2 days prior but failed to check phone records in the time frame I had given them of my cancellation. The surgery center was my second attempt of canceling not the first

  

  Business response

  06/10/2024

  We are unable to find this charge in the hospital system.

  This charge may be from the ******* center which is not managed out of the hospital business office but has its own billing office.

  We are happy to accommodate this request if we actually made the charge.  If they have some additional documentation, they can provide us like a statement, we will be glad to review.  

   

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My father was taken to HH on 07.15.23 due to a fall and possible broken ribs. HH provided us with the ***** RIGHTS of all patients yet they failed to provide the following:1. Care shall be provided impartially without regard to age, race, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, creed, sexual orientation, national origin, gender identity or expression or source of payment.2. Patients are *********** considerate, respectful and dignified care at all times.3. Patients of the Health System have the right to know the identity and professional status of all persons participating in their care.4. Patients are *********** know the status of their condition including diagnosis, recommended treatment and prognosis for recovery.5. Patients have the right to be free from physical restraints which are not medically indicated or necessary.My father was discriminated against because of his age and medical disability. There are notes in his medical records proving this. My father never knew the identity and professional status of the people taking care of him because ************** only called us and never came into the room. We never saw anyone except **************** who was a general rounds doctor without pitching a fit and contacting Patient Advocacy. Then we spoke with 2 doctors and that is it.My father was restrained even when he was sedated which is a violation of the patient's rights.I have contacted the Patient Advocacy line and left 3 messages with no response. I have called and left 3 messages with the ************ for ************************* VP of Medical Affairs and no response.We have repeatedly asked for a doctor or doctors to meet with us and explain the care or lack of care my father received which resulted in his death.

  

  Business response

  08/15/2023

  The Vice President of Medical Affairs (VPMA) for Huntsville Hospital reports that he has talked to ************ on more than one occasion concerning her complaint against our organization.   Although he has attempted to answer her questions, she yells back and threatens litigation during these conversations, per his report.    As an organization, we believe we have answered or attempted to answer her questions fully.    As explained to her by our VPMA, she may obtain a copy of her father's medical records by contacting the hospital's medical records department.  We respectfully decline her request for a meeting with the organization's **************** because that body has no role in this matter.   Moreover, we do not believe there is any basis for a settlement or adjustment of charges in this case.

  Respectfully submitted by:

  ******************************, VP of ***** Services, HH Health.

   

  Customer response

  08/16/2023

   
  Complaint: 20463417
  
  I am rejecting this response because: it still doesn't address or questions or concerns about the lack of care afforded to our father during his stay. 
  
  While I expected nothing less from Huntsville Hospital than to express how they are correct and we "the King family" are wrong I really hoped to get some compassion and understanding for the situation that we have endured at the hands of Huntsville Hospital.  I have in fact spoken with ************** - twice (not numerous times), and both times he was unable to answer our questions or explain why and how things transpired as they did.  I have not threatened litigation but simply asked is that the only way Huntsville Hospital will take us seriously and answer our questions.  I don't feel like I yelled but if he took it that way I apologize.  I did get very upset because I feel (and my family feels - sister was on the call as well) that we are NOT HEARD, questions aren't answered, and that we are expected to take ****************** response "This was an unfortunate event and will be a learning experience for Huntsville Hospital" as a good way to end the discussion.   I did request a copy of his medical records and that left even more questions and concerns.  We are grieving the loss of our father whom we put in the care of Huntsville Hospital and we don't understand the lack of communication, the lack of treatments and just want someone to explain it to us and not tell us they don't know.  Is that too much to ask for from a Health Care Provider?

  Again, we request a meeting with a doctor or doctors that can review and answer the questions we have regarding the treatment and communication surrounding our fathers stay at Huntsville Hospital which resulted in his death.

  
  Sincerely,
  
  ***********************

  

  Business response

  08/23/2023

  We respectfully disagree with **************** suggestion and characterization of a lack of care toward her father.   We also stand by our assertion that she raised her voice and was unnecessarily confrontational in her communications with us.   Nevertheless, we are willing to facilitate a meeting to try to address her questions and concerns about her father's hospitalization.   As an organization, we are committed to being courteous and respectful towards patients and family members in all of our dealings.   We would ask that ************ conduct herself in a similar manner moving forward.   Within the next several days a hospital representative will be in touch with ************ to schedule a meeting at a mutually agreeable date and time.

  Thank you.

  Customer response

  08/28/2023

   
  Complaint: 20463417
  
  I am rejecting this response because:I have not heard from anyone to schedule this meeting to review and answer my questions (as per their latest response).
  

  We can continue to go back and forth pointing fingers but that will not resolve this issue or concern.  As a patient and the family of a patient, we have Patient's Rights, and those were violated (in my opinion). What we are looking for, as we have requested numerous times now:  Meeting - in person - with a doctor or multiple doctors that can walk us through the series of events that transpired from July 15th until July 19th that ultimately ended with the death of our father.  We have questions about comments in the medical records, why things were missed, why we weren't told about test outcomes, etc.   We need answers to find closure and that is what we are seeking.  I don't think it is too much to ask of the hospital and should be done sooner than later.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had been receiving an infusion from Huntsville Hospital's Outpatient Medical for Crohn's disease for which the medicine was provided by a patient assistance program.I was told my portion of the bill would be around ***** after ******** paid, which it was. Then maybe once a year I would get a bill for around ****** for the same infusion. I would call billing and they would send it to a review process and it would be corrected each time for the last 3 years(*****)Now I've noticed that the coding has changed and they are going back charging me for bills that were paid in full at ***** approximately. I've spoken with billing to no avail and emailed patient advocate with no response.Had I known from the beginning that this service was that expensive I would have sought a more affordable facility, which I have now done

  

  Business response

  07/19/2023

  Patient balances that have been billed after they were paid in full will be adjusted.  The charge update and billing to patient insurance is based on a regulation from CMS that requires this drug to now be billed differently.  This caused ** to process differently leaving a larger patient responsibility.  Patient balances are determined by the patient's insurance company.  

  Customer response

  07/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am the caregiver and POA for my mom, *************************** (04/09/1936). She was in the Madison ****** of Huntsville Hospital for 5 days in Aug. 2022 for Covid. While there a Hospitalist listed Dementia as a diagnosis. My mom has never been diagnosed with Dementia and the hospitalist did not/could not test for that himself. I need this code, F *****, removed. I have already talked to someone (I believe a person in charge of the Hospitalists) and I thought he agreed to amend it, but the diagnosis is still there. If a diagnosis can be put on her chart that easily I believe it should be possible to remove it. I don't want to get a lawyer involved, but this is greatly impacting her ability to make end of life plans. She is 86yo.

  

  Business response

  03/27/2023

  ***************************, interim Director of Medical Records spoke to ****************. **************** informed her that she was able to speak to the physician and they are going to make an addendum to her medical records to show that the diagnosis was in error. Our billing team is also working to see if any insurance was filed with this diagnosis code, and will send out any corrected claims to the patient's insurance company if needed. 

  Customer response

  03/27/2023

  My issue was resolved. Please close the complaint. 

  
  Thank you

  
  **********************;

  ************

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been to both Huntsville hospital ers in Huntsville and Madison since 2 am and am having issues with a procedure done 2 days ago neither time have I been able to get help. The nurses were at their desk literally laughing and talking about me and when I asked the nurses name I was given her first name and told they couldn't write it down and she covered her badge. I was told that I am rude and that they don't have to do anything and that their nurses can gossip about me all they want. The director kept cutting me off and wouldn't allow me to even speak.

  

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/02/18) */ Complainant was verbally abusive and rude to staff from the beginning of her visit. Complainant demanded to speak to charge nurse within 30 minutes of arrival. Charge Nurse spoke with her and attempted to explain the wait. Complainant had to be told multiple times that cursing staff would not be tolerated. Complainant has unrealistic expectations of care provided in the emergency department and is unaware of how the triage process works. Complainant discharged with non-emergent diagnosis. Consumer Response /* (3000, 7, 2022/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never verbally abusive to staff. My request for the charge nurse had absolutely nothing to do with the staff at the Madison ER, it was a question about my situation with the Huntsville main ER. The staff refused to allow me to speak any time that I tried to explain what my concerns were, which of course caused more frustration. My expectations of the ER were not unrealistic. I only wanted someone to listen because, I had surgery the day before and was waiting on a result from that. The whole reason I ended up in the emergency room was because, of an error on Huntsville Hospital's staff in the first place. Not once did I curse out a staff member.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My current ob/gyn and I have been requesting medical records for the last 2 months. They of course have no record of any requests being sent. I have personally come up to the office more than once and filled out paperwork to be sent over and they don't have record of that. This hospital and the sub offices they have are unprofessional and rude.

  

  Business response

  02/10/2022

  Business Response /* (1000, 5, 2022/01/14) */ We received the request on 01/13/2022 and the records were faxed on 01/13/2022. Ms. ******* was called on the phone and satisfied with the response

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩