ComplaintsforWarren General Hospital

• Initial Complaint

  09/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Wife was in the hospital got a bill. Have called SEVERAL a times left SEVERAL messages no return phone call. Went to collections. My wife has passed away I need to know if they need a copy of death certificate. NO one gives me answers and return calls. This has been going on for months.

  Business response

  09/21/2023

  Per our phone conversation on Monday, 9/18/2023, I spoke with the patient’s spouse who states that he was having difficulty reaching our Patient Accounts Department.
  
  We discussed the outstanding bill of $720.00 for his wife who has passed.
  
  Patient’s spouse states he spoke with a Patient Accounts rep. last week and sent her a copy of the death certificate and estate information.
  
  I told patient’s spouse I would have that representative reach back out to discuss course of action based on documents he submitted.
  
  Our representative contacted him that same day, 9/18/2023, and left a detailed phone message with her contact information but as of today 9/20/2023, she had not heard back from him.
  
  The patient’s spouse had sent our representative a copy of the death certificate and documentation stating the estate was not settled yet and there may be monies to pay the bill which means that the bill cannot be written off.
  
  I reached back out to spouse today and he stated that he did not get our representative’s message.
  
  I offered to put him in touch with our financial counselor, offered a Charity Care Application to which he declined both.  
  
  He stated that his daughter is looking into getting him help through the county in NY state where he resides.
  
  Spouse states he will make a payment arrangement with representative.
  
  I told him we do not refuse any reasonable offer and to make it for an amount he knows he can pay and that will not create a hardship for him.
  
  He was satisfied with this and I offered to transfer him to the Patient Accounts rep. 
  
  He said he preferred that she call him. 
  
  I told him I would have her reach back out.
  
  I spoke with our rep. who said she would call him today.
  
  Our rep. spoke with patient’s spouse today and he declined making a payment arrangement as he wanted to wait until after he spoke with his attorney tomorrow regarding the estate.
  
  This is not what patient’s spouse had communicated to me 10 minutes prior to their phone call.
  
  All has been documented – declined financial counseling/Charity Care Application as well as, declined payment arrangements.
  
  I did tell patient’s spouse I would be following up with you to provide what our course of action was and the outcome.
  
  Again, spouse had declined Charity Care Application and declined making a payment arrangement.
  
  No additional action required on our end at this time.
  

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had urinalysis done in June to check for an infection. It took wgh 7 days to send results to my doctor in erie at women's mcgees. Only after I called them twice . Meanwhile in severe pain and terrible infections. Also went for bloodwork 2 weeks ago for my myelogram. They didn't do all the bloodwork. Upmc called me day before my procedure saying wgh didn't do all the right bloodwork so I had to inconviently go back to wgh for for bloodwork day before my procedure. Also end of July 2020 my father ***** ***** was discharged from wgh on a Saturday *** ** *** **** ** *** ********* ****** ** *** * ** ****** *** 2020. ** *** ** ******* ****** ******* *** **** *** *** ******** *** *** ***** ** ** *** ***** **** ** *** ** *** * **** **** *** **** ** ******* ***** **** ****** ** ****** ** * *** ** **** *** ******* ******** **** ** *** ********* *** *** **** * ****** **** ********** *** ****** **** **** *** * ** ******** ***** *** * **** **** ** ******** ** *****

  Business response

  09/13/2022

  I am emailing regarding ID *********
  I spoke with this patient on 9/6/2022 and she has filed a formal complaint.
  It has been directed to the appropriate leadership for review.
  Once I receive the review results, I will reach out to this patient with their findings.
  Please let me know if there is any additional information needed.
  
   
  
  Thank you,
  
   Stacey D******
  Quality Analyst
  Patient Complaint & Grievance Coordinator

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