ComplaintsforBethany Medical Center

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My visit started on May 11th @ 2:15PM The MA who did my patient care was prying into my job and my wage information. Stating that she hated her job and that she doesn't get paid fairly; along with coworkers being disrespectful. The MA herself, forgot to draw my blood during my visit and proceeded to force me for a blood draw; I refused. Talking with ************** was alright; but she stated she would preform a Hormonal Panel for my PCOS and that she would call me with results and/or she needed more blood for the draw; NEVER heard from her. I then proceeded to contact them 7 times through their FollowMyHealth App. The Nurse I talked to over the phone today stated they refuse to take care of me or see me again for unprofessional reasons. I stated, "Did you see how many times I have tried to contact you and your office? She then stated that she did and she didn't care. I never got results for a blood test I PAID for. Never had my medications refilled and I have called the office 20 times trying to get information about my patient care for 2 months straight. They are extremely disrespectful and rude. This is not good patient care considering I work in Healthcare myself. I am not the only one reporting this practice.

  Business response

  07/12/2024

  This patient has been contacted by office staff numerous times and had to leave a message for the patient. She has requested refills for medication but needs to be seen in the office by the provider to review how she handled the medication for prior 30 days. The lab results she requested were mailed to her address on 5/22/2024. They are also in her Follow my Health Portal and should have access to them.

  Patient did call on 7/5/2024 and advised she would look for another provider. 

  A refund will not be given to this patient. We did remove the No Show Fee for her cancellation of appointment on 6/8/2024 that she cancelled due to financial reason.s

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Insurance issue. 3 separate times! I switched insurance 2 years ago and gave my new insurance card to Bethany and they repeatedly sent me bills because file was not updated and after a year of arguing about the billing error and rufusal to refile several claims with the correct insurance company. I paid the charges on the account. Now they tell me to contact ******** and have them update their files which I did. I have been refused treatment and testing because of these billing issues. I am trying to get tested and get proper medicine to pre a heart attack or stroke. I ALMOST had a stroke last year and I need testing to prevent a life threatening situation. I have been a patient for ************************************************************************************************************************** bills that should never exist. In 2 years I believe that the I feel the issue should have been resolved by now. I have done everything possible to correct the process and got very little cooperation from the staff at the South main office in high ********** I'm starting to feel like I will die before the issue is resolved and no one will care!!! The staff is rude and disrespectful and totally unconcerned about my health conditions which have reached a critical level because my blood pressure has dropped to half of what it should be a couple of times and they continue to refuse treatment because of the issue which is none of my fault. Incompetent billing procedures will be the death of me!

  Business response

  07/02/2024

  Patient was notified on at least 3 different occasions that his insurance companies needed additional information from him to resolve a *** - coordination of benefits issue. The patient has to resolve these issues Bethany can't handle this on his behalf. As to 7/1/2024 his insurance carriers have the *** issue as still open. Also, the claims have gone past the year time frame to resolve and any balance was transferred to patient responsibility.

   

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was a new patient paid ****** for doctor visit waited over an hour doctor opened the door told me to go to emergency room I had a sore on my finger thought it was serious it wasn't ERgave me antibiotic sent me home they didn't even look at it at Bethany now I have a huge emergency room bill I have no insurance and out ******

  Customer response

  06/29/2024

  I have not heard from the business in response to my complaint.

  
  

  Business response

  07/10/2024

  The patient was seen by the Nurse Practitioner on 04/17/2024. The provider did spend time with the patient and the note on the office visit notes the specific hand and finger, noted color changes as well as the reason why the patient had not sought care sooner.

  The patient is responsible for the office visit that she did incur. She is do a refund of $145 because the level of office visit that was coded is less than the deposit she put down on her office visit. She should receive the refund in the next 2 weeks

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been assigned to a new psychiatrist... ****************************... The first time I seen him was in February/24 ...one of my medications required a prior-authorization (Lunesta 3mg) for chronic insomnia.... It took days for them to request the prior-authorization but whoever submitted it did not include pertinant information so the request was denied pending the requested information that was missing... From February to April they never followed through with the appeal.....I seen him again on April 4th and he told his staff to make sure it got done in fact his nurse came in and said that she would get it done that day... As of Saturday April 5th it still has not been requested.... So prior to calling then I called my insurance company to check on it and I was informed that the request had not been made.... Them I called the office.... At first they tried to tell me it was requested and can take up to 24 to 48 hours.... When I informed them that I just got off the phone with my insurance and know the request has not been filled.... Then I was told that it could take up to 7 to 10 days for the request to get filled.... So the DR ordered something else in the mean time...a medication that isn't meant for insomnia.... According to the *** this medication is not recommended for patients with non-alcoholic fatty liver disease, chronic kidney, heart disease and it stroke history of which I have all of the above.... As it is known to cause all of the above health conditions. I have been coming to Bethany medical center since 2018 with a on year gap.... And never have I had this issue (not this bad at least).... They were always done and approved on the same day with in minutes of the request unless more information was needed but even that was usually taken care of immediately.... His staff needs to realize you can't play with people's medication like that because it could have die consequences. It seems as though they don't care.... One time can be forgiven but twice no.

  Business response

  04/16/2024

  **************** is trying to get the prior authorization completed. Insurance has additional questions for the provider and he has not been able to get in touch with the patients insurance but has left messages. Staff is working on the PA again today to see if they can get a resolution to the issue.

  Business response

  04/16/2024

  *******,

   

  This prescription issue was resolved today. The pharmacy was filling the name brand and it was approved for the generic. She should be able to pick up her prescription today.

   

  Mandy

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a patient of ***************************, Everytime I have a problem they say they will call me back but never get a call back. She is always gone when I call. She wants me to see the other Dr in her office but I don't want to.

  Business response

  04/03/2024

  Our providers are very concerned about the well being of their patients. And they work long hours each week to accommodate access for the patients to be seen. Some of them have alternative schedules and will be out of the office one or two days a week to offset the long hours. However, there are always other providers in the office that patients can see if their provider is out of the office. 

  Currently ******************************* is out on vacation this week and will not return until next week. There is another provider that is in the office that is covering for her to see her patients. Because ****************** is out of the office on vacation she is not able to call in prescriptions. The patient would need to be seen by another provider in order for that to happen. No provider is going to call in a medication if they have never seen them.

  We are sorry for any inconvenience this may cause the patient.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My complaint is with the performance of the staff ethnically as well as professionally. On October 8th i had testing done which I disclosed to the nurse that my monthly cycle was still spotty and i would not be sure if the test would read properly because of the spotting. The nurse said "it should be fine" and did the testing anyway. The results of test was negative. I went home but the problems were not resolved. I called and expressed my concerns of continuing problems with the office at which time I was advised to come back to the office to re-test. It was agreed payment for the test would not be needed as the testing was not done right the first time. I did have to see a different provider as the original provider was not working. When i arrived to the office i was not asked to pay a co-pay as it is understood the testing was only to correct what was done days prior. The test came back positive. Now months later i have a bill in the mail for the services. This doctors office failed me twice once when they failed to properly advise the test results would not be accurate due to mensural cycle and the second when a lack of ethics was used to bill my insurance behind my back.

  Customer response

  02/16/2024

  I have not heard from the business in response to my complaint.

  There has been no effort from the Bethany Medical staff to resolve this issue or to apologize for their negligence on the matter. 

• Initial Complaint

  12/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 24, 2023 I had a visit to the pain clinic. The doctor walked in the room, he told me that he did not feel comfortable treating me, and then he walked back out. They billed my insurance, and then sent me a bill. I have spoke with management several times, and I am still not able to get this resolved. Management asked me if I have reviewed any of the x rays or test results. I told them that I have not. They said as long as I have not reviewed this information, then they should be able to take care of the cost. They called me on the morning of Dec 7 threatening to report the debt to collections when I should not have been billed at all. Please help. Thanks.

  Business response

  12/08/2023

  This patient came to our office as a new patient. During her office visit she refused to answer intake questions by the medical assistant and the provider during the office visit that would allow him to treat her for her issues. The provider did order xrays that were taken and sent off to be read by radiologist. This process takes a few days before the reports are finalized and sent back to us to review with the patient. Due to the lack of cooperation from the patient, the provider felt that she may feel more comfortable seeing another provider in the office. Upon his recommendation, however she also refused to see that provider and failed to make a follow up appointment with them to review results of her xray's and to formulate a treatment plan for her issue.

  Because she was treated by our provider and services were rendered to her we did file her insurance. She does have a balance due for services that were not paid by her insurance. This is her responsibility to pay.

   

   

   

  Customer response

  12/08/2023

   I am rejecting this response because: I answered most of the questions. The questions that I did not answer were the ones that I did not know the answer to. I was not seen by the provider. The provider walked in the room said he was unable to treat me and then walked out. In this case, if the provider was not going to be able to treat me, after I filled out the questionnaire, this should have been reported to the provider. The visit should have ended at this point. I did the x-rays after I filled out the questionnaire. If the provider was not going to be able to treat me based on the response to the questionnaire, the x-rays should never have been ordered.
  
  
  

• Initial Complaint

  10/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Customer service was awful for both my two visits. I had an annual check in August at ***** **** **. Samples were taken, I was told everything was complete. I got no paperwork for the visit and I had no idea what tests were going to be performed on my sample. 3 weeks later I haven’t heard back from them so I called. I finally got the results in Sep. It’s weird that I finally know what tests were done from the results I got. I paid off balance right after I got my bills. The 1st follow up was scheduled in Sep and I didn’t go due to an emergency. I went to the 2nd follow up appointment on Oct21. In the process of checking in, two balances showed up: 1. High deductible plan $125; 2. Sep no show fee $25. I always pay bills right away but I need to know what I pay for. The $25 no show fee makes sense and is no problem for me. However since I paid off August bills what’s the $125? I started asking front desk girl, she kept explaining about the $25 and saying the $125 was towards my deductible. I asked her if $125 for my Sep appointment, she said yes. I asked her nicely why i need to pay the $125 since I didn’t see the doc. She started losing it, rising her voice, attacking me “you don’t understand what I am saying, usually people won’t ask when I told them it’s towards deductible”. What! I am ok with her saying she doesn’t know. But she kept educating me what is deductible, never said what is the $125 is for and kept attacking me!Another lady came out and led me to a separate room and closed the door. She asked me if I’m new customer, and started saying what is deductible, I told her I knew what is deductible, asked her what is this $125. She said since I am new customer, I need to pay $125 for the first two visits. Finally there’s some answer! However later the front desk girl said I have to pay $125 each time I visit which leads to the first question: is this $125 for Sep appointment or for this visit? In the end she said her manager said she did the right thing. What!

  Business response

  10/24/2023

  Patient **** was a new patient to our practice when she came to her appointment on 08/15/2023. The **** Plan that the patient is on is a high deductible plan of $6000 and she doesn't have any copays. Unless it is something that the plan will pay for preventative measures the patients charges will be posted against the deductible. Her visit on 08/15/2023 was a physical however she did have other issues that were discussed outside of the physical that her insurance did not cover and was the patients responsibility.

  The patients insurance was filed and left her a balance on the date of service 8/15/2023 and she did pay the $122.51 that was due. Because the patient has a high deductible plan we collect $125 at each visit to cover costs that are not covered. In the event the patient has an amount that needs to be refunded we submit those refunds to the patient. If there are additional fees that need to paid that the $125 deposit doesn't cover the patient will be responsible for any of those balances. 

  With regards to what was done at each visit the patient can request a summary of her visit when she checks out. The staff has access to print her a summary report. Also, she should receive a statement within 2-4 weeks of her office visit that lists the items that were billed to her insurance company and also any remaining balance. There is a description of the service along with the CPT Code that was billed. The patient also has the option of signing up for access to her chart via Follow My Health. She will be able to see any balances due, lab results and many other items.  I have attached a copy of the statement she should have received in the mail with her balance for the visit from 08/15/2023. 

  On her appointment for 08/15 she was given a follow up visit of 09/12/2023 to go over her results of labs done on her visit for 08/15/2023. She didn't keep that appointment and therefore wouldn't receive results until her next visit unless there were critical issues that needed to be addressed. Because she didn't cancel her appointment 24 hours in advance she was charged a no show fee. She 

  Patient did have an appointment on 10/21/2023 - because this visit was not a physical we collected $125 to apply to her balance after insurance filed. Any amount that is to be refunded to her will be sent and any amount over the $125 that is not covered will be due from the patient. She should receive a statement within 2-4 weeks from the date of service with her balance due.

  If she has any questions she can call the billing office for further answers at ************

   

• Initial Complaint

  05/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Amy L******* our (pcp) was knocked out-of-network with ***** Medicare in 2022 for some reason and was also in as being our "SPECIALIST". I have worked with the billing department in ********** ** for many many months and they have done a lot of research. The Billing Department Manager has assured me that she is not a specialist (not even a doctor) and can also see that we were knocked out-of-network in 2022 and then again in Janurary of 2023. I have been told by Stacey in the Billing Customer Service Department exactly how much that I owe, but for some unknown reason Bethany Medical has NOT DEDUCTED the co-pays from my bill. She has sent and resent information to ***** Medicare advising them (some of the co-pays were $25.00 and some were $55.00 and she has given me the exact dates and amounts). I received a bill today (5/10/23) showing that NOTHING has been done. Why has Bethany Medical NOT DEDUCTED these co-pays from my bill with all the information and research that they have done and even told me that I DO NOT OWE these co-pays? As I said before, I have been given the dates and amounts from the billing department in ********** ** with co-pays that I DO NOT owe for my husband (**** ** ******* and myself ******** ******). I have been working on this for so MANY months and the billing department knows very well that Amy L******* was knocked out-of-network in 2022 (no one knows how) and again in January 2023. I have been waiting for a CORRECTED bill to pay Bethany Medical in FULL. Would you please help? I have the dates and amounts that was given to me by the billing department in **** ****** ** if you need them. However, they have them on file and VERY aware of the situation. Your response would be greatly appreciated so I can pay the amount that I owe. Thank you in advance for your help! ******* ******, **

  Business response

  05/11/2023

  This patient has made numerous, angry and nasty calls to our billing staff over the last months. They have tried to assist her to the best of their ability. In 2022 ***** took their selected provider and made her out of network. This was not at the request of Bethany Medical Center nor the provider. ***** did not process the request that was submitted to put the provider back into network. As of today ***** is expediating getting this request corrected. ***** has 7-10 business days to correct the ***** error. Once that has been completed we can request that the claims for the patients be reprocessed. However, they may claim that too much time as lapsed and they will not reprocess.

  At this time the claims have been processed by ***** and the patient balances that remain are correct based on the current findings and the balances are due by the patients. In the event that ***** reprocesses their claims and makes payments their balances may decrease and/or be paid in full.

  Until that time the patients should remit their payments to Bethany Medical Center and any over payments made will be refunded to them if ***** makes payment.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Appt with Bethany medical Center 3-1-23 Paid $250 cash with the understanding I would be reimbursed when my PCP PROVIDED REFERRAL on 3-1-23. This was faxed to Bethany on 3-1-23. I had follow ups on 3-7 and 3-23-23 in which my insurance paid there approved amount. Some charges were denied due to improper billing codes and diagnostic codes. Bethany refuses to reimburse me indicating these bills were still on there books and not closed out . This Being the case I will have appointments every month and so the billings will always remain on there books. I did everything they said was needed to be reimbursed but to this day the refuse . I still have to pay my copay while they continue to keep my $250 without good cause . I have all my documents to support my case and I am demanding my reimbursement.

  Business response

  04/25/2023

  The patient was informed on 04/03/2023 that a refund would be issued once all of her outstanding claims had processed by insurance for dates of service 3/1/2023, 3/7/2023, 3/22/2023, and 4/21/2023. Once these are cleared up the billing department should issue a refund.

  Customer response

  04/25/2023

   I am rejecting this response because: with attending monthly my account will never be cleared. All the bills for March have been paid by myself and my insurance carrier, ******. They have been paid duplicate payments and are holding me responsible for there billing and coding errors. They are lying to you and me . 
  
  
  

  Business response

  05/03/2023

  Upon further research ****** is reprocessing the 2 unpaid claims on 3/7 and 3/22 because they denied these 2 in error. Call reference # ************* dated 05/03/203. we are to allow 14-30 days for them to reprocess. After their determination we can proceed with the refund for date of service 3/1/2023 $250.00 and any additional amounts paid by the patient for co-pays etc for the additional dates of service 3/7, 3/22, and 4/21

  Customer response

  05/03/2023

   I am rejecting this response because my reimbursement should not be held up due to their improper billing and coding errors. Bethany again has been paid by me and ****** resulting in overpayment to Bethany . I should not be held responsible when Bethany accepts ****** as my insurance provider., especially since I followed their instructions to be reimbursed for my 3-1-23 visit.

   

  
  

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