ComplaintsforGundersen Health System
Hospital
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Complaint Details
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Initial Complaint
11/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Initially, I had a MRI scheduled to be performed on 10/4. Upon entering the room for the consult prior the **** the ** I was visiting with canceled my appointment and just prescribed medication without actually reviewing my situation. I was told I would have to come back for an MRI at a later date. Then today, 11/12, I had a therapy massage scheduled. However, upon arriving the staff just tested my strength without performing my massage to alleviate my pain, starting that I would have to come back to have this done. I'm filling with the BBB to make it known that Gunderson is scheduling appointments without actually performing the task that was scheduled, just to be able to file with insurance, to collect a check. It feels like a slight of hand and has me feeling no trust in the medical services they provide.Business response
11/14/2024
Hi ****** - We're so sorry to hear this. If you would like to speak to someone, one of our ************ Representatives would welcome the opportunity to talk with you. You can reach them by calling ************** or emailing them at ***************************************************************** you for reaching out and giving us an opportunity to improve.Initial Complaint
10/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Spinal Cord Injury due to back fusion surgery on T9-T12. I am paralyzed from my chest down. I cannot walk stand transfer. I have been having these problems for over 2 years and no one or *** has helped me get the equipment and help I need. I have had to pay over $100,000 out of pocket for help and equipment. I now need 24/7 around the clock care and am paying over $10k a month for assisted living facility. All out of pocket. No one has helped me get any of the medical devices I have needed over the past 3 years. I cannot transfer now and I need help. This surgery was done at Gundersen Hospital with Dr. ***** ***** as the surgeon. After surgery I was no longer able to walk and now it is getting worse. I cannot even move to sit up straight. I am now completely incontinent. I can barely even feed myself due to shaking of right arm and right and left hands. I have toldmany drs. about my problems and no one has helped me to get assistance with anything. I only saw Dr. ***** once after surgery and that was when I was in thehospital. I don't even know if he is aware of the failed surgery and my paralysis. I am becoming a total paralyed person and I need help.Business response
10/11/2024
Hi ******- We're so sorry to hear this. If you would like to speak to someone, one of our ************ Representatives would welcome the opportunity to talk with you. You can reach them by calling ************** or emailing them at ***************************************************************** you for reaching out and giving us an opportunity to improve.Initial Complaint
10/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been making $300 payments towards my balance there for the last 12 years+ and all of a sudden my $300 payments were not sufficient to be allowed on an auto draw so I have been forced to manually make the payments of $300 every month for like the last 6 months. I missed my first payment in September and was sent to collections without warning. September was a very hard month for me as my husband filed for divorce. I am going through a lot and the payment unfortunately slipped my mind. But i'm very upset they sent me to collections without warning. They did leave me one voicemail to give them a call but there was not a mention of the dire importance of a return call. I have faithfully paid on my account for years. They are very difficult to work with especially in times such as the last 4 years when the economy has been terrible.Business response
10/09/2024
Hi Katherine - We're so sorry to hear this. If you would like to speak to someone, one of our Patient Care Representatives would welcome the opportunity to talk with you. You can reach them by calling (608) 775-7673 or emailing them at CRFeedback@gundersenhealth.org. Thank you for reaching out and giving us an opportunity to improve.Initial Complaint
08/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have Been a patient of Gundersen lutheran for the majority of my adult life. The last several years, I cannot put into words the disappointment that I have felt with the care that I have been receiving. To make a long story short. And to basically put it in a nutshell, I have pasted my last interaction.Aug 28, 7:47 AM Hello, I finished the 5 days of Prednisone prescribed at UC. The feeling of tightness in my chest is back and my breathing feels restricted again. ?? Thanks, ******** Message from Nurse Ka L, sent August 29 at 12:39 PM Nurse Ka L Aug 29, 12:39 PM Hi ********, Please call our scheduling line at ************ to schedule an appointment with ******************** or one of his colleague next available. If you are experiencing chest pain, shortness of breath and difficulty breathing, please go back to urgent cafe/emergency to be reevaluated. Ka ***************, You 8:32 AM Brushed off again! I was supposed to receive an UC follow up. I heard from nobody. First available will be months out! I waited 18 months to get into dermatology, 9 months for oral surgery and now you brush me off on a UC follow up. My HB was not addressed. My pulmonary function is still mediocre, I am still in the dark regarding some of my blood test results. I feel like crap! Getting dismissed is becoming the norm. My hands have been in extreme pain for years. My mouth will be in extreme pain for another 9 months. My ** will remain high. I can't breath and I have NO energy! I'm about ready to change my HMO and leave GL all together. This will be sent to others in the organization as well.Business response
08/30/2024
Hi ******** - We're so sorry to hear this. If you would like to speak to someone, one of our ************ Representatives would welcome the opportunity to talk with you. You can reach them by calling ************** or emailing them at ***************************************************************** you for reaching out and giving us an opportunity to improve.Initial Complaint
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
06/25/2024 - this is the ******, WI eye clinic. I attempted to get prescription glasses fixed, as they are unusable for my needs. I was informed the clinic did not properly conduct their profession, and never explained to me the difference in lenses that could have been provided for my reading needs. They refuse to correct the situation, blame me for the mistake (even though the woman today confirmed that someone should have asked me my reading needs--a computer monitor greater than the "typical 14 inches"--when no one ever did or else I would have a useable pair of glasses at no additional cost), and insist I would now have to pay more to fix their error.Business response
06/26/2024
Hi ***** - We're so sorry to hear this. If you would like to speak to someone, one of our ************ Representatives would welcome the opportunity to talk with you. You can reach them by calling ************** or emailing them at ***************************************************************** you for reaching out and giving us an opportunity to improve.Initial Complaint
04/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Daughter went for new wellness visit, while reviewing history she reported having a rash in the past that comes and goes. Because of this she was billed for a moderate complexity visit as well as the wellness visit. Spoke with a lead in the financial ***** lead person refused to tell us who we could contact that could show us the justification for the additional charge or an itemized bill. Lead person claimed charge was correct stating appointment lasted longer than ***************************************************** the e/m time which I assume has been done since I was told we cannot have an itemized bill or documentation that would include the time spent on the e/m visit. No one should have a $333 charge billed to them for stating they have a history of a rash! This is called upcoding and is a form of fraud.Business response
04/08/2024
Hi ******- We're so sorry to hear this. If you would like to speak to someone, one of our ************ Representatives welcome the opportunity to talk with you. You can reach them by calling ************** or emailing them at ************************************************************ Thank you for reaching out and giving us an opportunity to improve.Initial Complaint
01/25/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Patient excellence refused to document a call regarding family member care with hospice. Hospice not having morphine available to family member like suppose to.Business response
01/26/2024
Hi **** - We're so sorry to hear this. If you would like to speak to someone, one of our ************ Representatives would welcome the opportunity to talk with you. You can reach them by calling ************* or emailing them at ***************************************************************** you for reaching out and giving us an opportunity to improve.Initial Complaint
12/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Date 10/28/2023 On October 28th i went to Gundersen general to go to the clinic, I went inside to the clinic the door was closed with a sign saying the clinic was in the *** I went to the ** and there was a sign saying clinic. I was greeted by a person behind the counter so I said I'm here for the clinic, they said ok. I went in the back spoke to a Doctor " I was there for a swollen lip not an emergency" He gave me Prednisone and Pepsid. When I called the hospital today they said they changed it to a ** visit while I was there. I was never informed of that nor would I have agreed to that! It is my choice to go to a clinic or a *** I chose clinic. I am very aware of my co-payment Clinic $35 ** $250 I was charged $250 for a clinic visit! Thank you, ***********************Business response
01/02/2024
Hi *****,
We are so sorry to hear this. Thank you for reaching out and giving us an opportunity to improve. Gundersen Health System is committed to providing patients with high quality care. For that reason, the concerns you have raised are important to us and will be promptly elevated for review. We will email you about your concerns.
Respectfully,
Patient Experience
***********************************************************
*************Initial Complaint
09/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a wellness exam at Gunderson Health in *******, **. Wellness exams are covered at 100% by my insurance provider. A nurse went thru all of my prescriptions and they were renewed. I had no conversation with the doctor about my existing medication or any medical issues. The billing department informed me that they had to use a diagnostic code for hypertension for clicking an existing prescription!! They would not change the coding. This is criminal!! Talk about upbilling. The billing department gave me a song and dance about the signs in the office about billing if there were other issues discussed. I think DISCUSSED would be the issue! I will be looking for a new provider!Business response
09/14/2023
Hi ****** - We're so sorry to hear this. If you would like to speak to someone, one of our ************ Representatives would welcome the opportunity to talk with you. You can reach them by calling ************** or emailing them at ************************************************************ Thank you for reaching out and giving us an opportunity to improve.Customer response
09/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.]
Regards,
*******************Business response
09/14/2023
Hi ******- We're so sorry to hear this. If you would like to speak to someone,one of our ************ Representatives would welcome the opportunity to talk with you. You can reach them by calling ************** or emailing them at ***************************************************************** you for reaching out and giving us an opportunity to improve.Initial Complaint
08/07/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
yes they said i booked an appointment but i never did. it was a fake up appointment to collect money.Business response
08/07/2023
Hi ****- We're so sorry to hear this. If you would like to speak to someone, one of our ************ Representatives would welcome the opportunity to talk with you. You can reach them by calling ************** or emailing them at ***************************************************************** you for reaching out and giving us an opportunity to improve.Customer response
08/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I refuse to accept the response until they show proof of cancellation and an apology because I cancelled it a while back and I am disabled and they are trying to take advantage of me being frm another country and disabled so i need proof of that appointment being cancelled and an apology for the trouble and scare
Regards,
*********************
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Customer Complaints Summary
18 total complaints in the last 3 years.
8 complaints closed in the last 12 months.