ComplaintsforKettering Health Washington Township

• Initial Complaint

  09/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My father ***** ****** was put in Southview medical center with septic and was in there for two weeks he is a retired veteran who has dementia and diabetes. When he was in there we think the hospital accidentally threw his false teeth away. We try to file a complaint with the hospital which they only offered to pay about 700 which we never got so my husband and I had to pay for his false teeth $2800 which we sent the receipt to the hospital. At the time he was disoriented and does not have a memory in the letter they sent us they said he was capable and somebody mentioned maybe he threw them away in a napkin which makes no sense we were all trying to figure out what happened his teeth. He had to go months with no false TEeth eating nothing but soft food. He is in and out of the hospital all the time and we have always used Kettering and yet they cannot support us when something like this happens. If this issue continues he will no longer be put in Kettering we will switch to ***** ******. All we ask is for them to pay for his teeth he should’ve been under watch with his dementia. The morning he lost his teeth the nurse said they took him for a mini test so they checked all the rooms where he had went I could not find them. The receipt was took him to the hospital. He cannot afford much he takes about 20 pills a day with all of his medical issues. He lives with me and my wife because he cannot afford to live on his own and needs special care.

  

  Business response

  09/23/2022

  Mr. ******,

  We sincerely apologize for the loss of your dentures while receiving care at our hospital.  On 8/12/22 your son provided a receipt for the denture replacement at Aspen Dental for $2598.00, and based on initial review a reimbursement request was placed with Accounts Payable for $750.00.  Your son reached out to patient relations again early in September requesting a second review for additional reimbursement.  Your case was reopened and reinvestigated.  There are additional rules and regulations to be followed for reimbursement in our patients with Medicare insurance.  Unfortunately, that process does take some time.  We could have been clearer in communicating the delay the investigation would take, and again, please accept our apology. Approval was received this week, and a letter indicating approval for reimbursement is in the mail to your home address.  A reimbursement request for $1848 was placed with Accounts Payable ($750 + $1848 = $2598) this week, and can take up to 30 days to process. Sincerely, Patient Relations

  Customer response

  09/24/2022

  
  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

  05/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On **********, my son was born at Kettering Health Hospital and required to be treated in a NICU. We were informed that Kettering health did not have availability in their NICU and they needed to transport my son to another hospital (****) via ambulance. My wife and I were reassured that the hospital would cover all charges related to transportation by the 3rd party ambulance provider (****** **********). To our surprise, on 02/15/2022, we received a bill from ****** ********** for said services in the amount of $3771.58. We have since been working with ****** ********** and Kettering Health representatives to resolve this bill. On 04/01/2022, Kettering Health completed an internal investigation of our account and care. Their conclusion was that our balance for transportation between facilities was ZERO. Despite this investigation, our bill from ****** ********** has not been paid and we are in danger of having our account sent to collections. This will severely and negatively impact our credit, finances, and lifestyle. We believe that Kettering Health is wholly responsible for any and all bills resulting from transportation between facilities based on their guidance at the time of care and internal investigation (letter attached). This includes the ****** ********** bill in my name (for services provided to my son). We have been working with Kettering Health to resolve this issue since 03/15/2022 (as of this writing it is 05/01/2022). We only are asking for what was promised to us - full coverage of the transportation costs.

  

  Business response

  05/24/2022

  Mr. & Mrs. *******,

  Thank you for reaching out related to the inter-hospital transfer between KH Washington Township (KHWT) and KH ****.  Your Better Business Bureau concern was routed to the KHWT Patient Relations office today, 5/24/2022. We have been in communication with you regarding this bill, and KHWT has agreed to cover the amount in the attached bill.  The Patient Relations Manager has spoken with ****** ********** billing department related to your bill and KHWT's intent to pay. We requested they put a hold on the account, and they added notes related to our conversation.  The Patient Relations Manager has been in contact with ****** ********** transport leadership, and is awaiting their response. Patient Relations has been in contact with Ms. ******* regularly throughout this time.  We sincerely apologize for the additional stress this is causing, and continue to seek a timely resolution. 

*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. ↩