ComplaintsforDignity Health

• Initial Complaint

  06/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I visited the Dignity Health/Go Health *********** at ********************************** in September 2023. I paid 20 dollars on the day and received an invoice for another 30 dollars on October 17. I paid on October 21. I later disputed the 30 dollar charge because it appeared as a duplicate charge on my credit card statement. I received a temporary credit of 30 dollars from my card issuer. I lost the dispute because the charge turned out not to be a duplicate. Therefore, the 30 dollar temporary credit I had received was reversed and therefore that amount was returned to Dignity Healty resulting in no further balance being owed by me. However I have received another invoice for 30 dollars. I called Dignity Health on June 4 and they confirmed that I should not have received another invoice because my balance is zero. I requested written confirmation. Unbelievably, instead of providing me with that confirmation, Dignity Health instead referred my account to a collection agency ******************************** ****** I have called Dignity Health again twice today and they verbally confirmed that my balance is zero and assured me that my account is not in collection. I twice requested written confirmation but again received nothing. As a result, I do not have any documentation to provide to the collections agency to prove that I do not have an active debt for them to collect. I would like Dignity Health to promptly instruct their collections agency to cease harassing me over a non-existent debt.

  Business response

  06/11/2024

  My sincere apology for the issues you have expressed in the BBB complaint.  Our office does not have access to Go Health *********** at ************************************************************************* do we have a contact for that location.  Please send your information directly to that office so they may review and address your concerns.  I am so sorry I am not able to provide assistance. 

  Thank you,

  Michele 

• Initial Complaint

  06/08/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I'm writing on behalf of my mother and patient ********************************** and my father *************. ************* is currently under home hospice care in **************************, **********. ************ is her primary caregiver while I'm at work. On June 6, ************ reported that an official from San **** Obispo ************* Services arrived at his home to discuss an anonymous complaint of animal neglect. For context, we had two animals that unfortunately suffered from terminal illnesses during the time my mother required care. My 18-year-old dog suffered a series of strokes and grand mal seizures. My 10-year-old cat suffered from cancer. We sought veterinary care. Due to lack of availability for scheduling and the terminal nature of their condition, we made the decision to let them live out the rest of their natural lives at home; they were properly cared for.The only people who were aware of our pets condition were *************' Home Hospice nurses ***** (last name unknown) and *** (last name unknown). We explained in detail the nature to both of them. ************ contacted their supervisor and subsequently received a text message from *****, indicating she personally knew who contacted ****** Services. The supervisor reached out to ************ and indicated there was an additional referral to **************** Services with the false claim that my mother was not properly changed and cleaned. These were concerns exclusively raised by ***** and addressed by us.************ revealed to me a series of communications with ***** that he described as "extremely hostile" when she was at our home and I was at work. Given the nature of these referrals, we believe that not only these complaints punitive originated from ***** and/or ***, the false and egregious nature of their actions give rise to an elderly abuse complaint filed against them. ************ is 79 years old. He has experienced tremendous stress.I want both nurses fired.

  Business response

  06/10/2024

  We reviewed the information listed on this complaint regarding in-home nursing care.  My apologies for the encounters your experienced.  

  This office does not oversee in-home care and does not have access to to review the concerns expressed.  Please re-file your complaint using the address and phone number of the office the nurses are contracted.  

  I am so sorry and wish I had the ability to assist.

  Thank you,

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

  Customer response

  06/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution should be deferred to the following address and phone number:

  ******************** B

  *********************-5325

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

  There is no known web address listed for my local provider. 

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

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a letter from May 20 from the Dignity Health ************ stating that I was being dropped because of my noshow appointments. The purpose of me filing a grievance was due to ************************ delaying my diagnosis in neglecting me as a patient for almost 2 years. I also file another grievance because of a Physician ******************************** assaulting me pushing in shoving me. ******************************** has shown unprofessional behavior in conduct on April 26 that has left me feeling very uncomfortable that I was mentally abused in physically abuse by a physician. When I brought it to the medical Group Dignity health I was dropped as an patient in was discriminated against in retaliated against which caused me to not be able to receive care for 2 months because of Dignity health dropping me in neglecting my care as an patient. The letter I received from ******* care never once knowledge the fact that I was assaulted never once knowledge the fact that I was being treated unfair as a patient. The letter stated I was dropped because of missed appointments but then they stated I was allegedly being verbally aggressive in I never once was I was assaulted in I repeated to the physician as I walked out the room to stop touching me dont push me I was never once rude or verbally aggressive the letter also said that I was recording ********************* asked if I could record he said no so I started grabbing my phones in wallet in thats when I looked up in his body area was directly in my face in my personal space. ******************************** showed unprofessional conduct in was the aggressor in the situation it was an security officer outside the lobby that I asked for help to the office for my appointment that could had handle the situation better then a professional Physician assaulting an patient! Their was multiple employees on shift that can agree that I was never aggressive with them or showed any type of aggression towards them. I was just trying get seen for the pain for 2 years.

  Business response

  06/20/2024

   

  Thank you for the opportunity to respond to this complaint.  Dignity Health ****************** ("DHMF") takes its patient's concerns very seriously.  As background, DHMF is a not-for-profit medical clinic that is bound by very strict rules when it comes to patient care.  The complainant has exercised their right to file a grievance with our organization, their health insurance company, and with other recognized organizations, including the ************* of ***************** All concerns have or are being addressed according to appropriate policy, laws, rules and regulations.  It would not be appropriate in our response to address many of the concerns the complainant raised as it involves patient care.

   

  Regarding complainant's dismissal from DHMF's care, the complainant was dismissed due to them frequently missing appointments and recording DHMF Health Care Personnel without their or the office's consent.  The complainant had the opportunity to appeal the dismissal from care, which was explained to them in the dismissal letter.  DHMF did not receive an appeal to the dismissal from the complainant.  The complainant should contact their insurance carrier to coordinate their care going forward.  

   

  Thank you, 

  DHMF Patient Advocate Manager 

   

• Initial Complaint

  05/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  the dignity health patient portal is broken and has been broken for several years. i was not comfortable reading my credit card number out over the phone and could not go into a physical location to deliver a check. to leave an important part of your business website inoperable for years is unacceptable. now there are multiple debt collectors demanding payment for a bill i already paid a debt collector for from dignity health. dignity also could not tell me what my listed bills were for when i asked them over the phone and moved some of my bills to another family member's account, even though our accounts are only connected by our shared address.

  Business response

  05/22/2024

  Please see the attached response letter.  The complaint did not have identifying information to determine where the care was provided or patient information to locate an account. 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to the ** at ***************************************************** on 2/15/23. While I was there, I explained to them that I had two medical insurances, but I did not have the card for my primary insurance yet. They told me to call as soon as I received it. I don't have the date I contacted them, but I have the *** from **** of Texas dated 3/11/23. I started receiving bills in April 2023 showing I owed ************************* $1807.00. I have been calling them since 2023 to get them to adjust the balance to match the *** from **** showing my portion was $762.34. I have spoken to many people and have received different information every time I speak to someone. I had set up a payment plan at one point because they said they were going to send me to collections. I have asked for the payment plan to be canceled multiple times knowing that I did not owe them anymore money. I spoke to someone in February who said that she could see the **** *** and that I would have a credit on my account. When I called to get an update last week (5/25), I was told I still owe the $1807 (minus what I have paid), they did not see any notes showing the *** from ****. I have asked for management to contact me and I have not heard back from anyone at this time. I am at a loss for what to do at this point. Every time I call, I get a different answer from a different person. I need them to adjust my balance based on what my insurance has covered, apply my payments, stop the payment plan and refund me any balance.

  Business response

  05/01/2024

  Please see the attached response. 

  Thank you.

  Customer response

  05/03/2024

   
  Complaint: 21648187
  
  I am rejecting this response because: I have not heard from anyone from Dignity Health to discuss my issue.  I do not trust that my issue will be addressed.  
  
  Sincerely,
  
  ***************************

  Business response

  05/03/2024

  Please see the attached response. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dealing with Dignity has been a joke. The ombudsman cares more about covering the hospital's a$$ than trying to help. Complete opacity in investigating and responding to a situation where someone obviously screwed up, and it wasn't me. I showed up for a surgery and my doctor amazingly did not. She never told the hospital she wasn't coming, and she lied about my insurance company denying authorization for the surgery. She never bothered to get authorization and the hospital never bothered to confirm what she had done. After I was sent home, they told me they have no oversight over doctors and couldn't do anything about what she had done. Enen though she wears their logo and is in their care network and has privileges at the hospital. Adding further insult to injury, I got a bill for several hundred dollars about a month later. No itemization or explanation. I have to call and request that an itemized bill be sent. When it's sent, it's related to the surgery I never had. I never made it out of their lobby and they want to bill me?! I filed a complaint with my insurance company that this was fraud.

  Business response

  02/23/2024

  Please see the attached response letter. 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I gave birth to my son at *********************************************** in 2021. We were on a payment plan to pay the hospital fees. When it was our last payment, I tried to go online to cancel the recurring payments but their website has been down for a year and does not allow any access to your online account. I called to cancel the auto payment and they informed me it was canceled, however it still deducted the $212 payment. When I called to get a refund in October 2023, they told me to wait 7 days to receive it. It is now February 2024 and I have yet to be refunded. I have called a total of 6 times and spoken to a representative to receive my refund and nothing has been resolved. I even asked to speak to a manager and they told me that it was not possible and that I would have to wait for them to call me. I have yet to get any response from anyone. I have dates, times, and names of all the representatives I have spoken with.

  Business response

  02/26/2024

  Please see out attached response. 

• Initial Complaint

  02/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My son was born at **************** on 10/24/2022 and we have bills for both myself and my son. The claim for my son includes intensive care (NICU), which is not applicable in this case as my son was born full-term and healthy, and did not receive any special care. The hospital financial department (phone number ************) and an ex-accolade associate confirmed that with PPO insurance, there should be no extra bill under the newborn's account. Additionally, the hospital financial department verified my son's medical records and confirmed that the balance for his account was zero mid year in 2023. However, the hospital billing department (phone number ************) was not communicated well with the updated bill and still sent me the original bill, and sometimes in an updated version with a reduced amount. But the issue is they charged for non-existing service and couldn't fix that.

  Business response

  02/07/2024

  Attached is the formal response letter

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been attempting for six weeks to simply log on to my patient portal to access my records ect. I have followed all the steps to no avail. I have called the 844 # at least 15 times, they have sent up numerous trouble ***************** is accomplished. I called the head office in ******* which was a waste of time. It is ridiculous in this day & age that they keep me running in circles with no end in sight. I want access to my records.

  Business response

  01/26/2024

  Attached is the response regarding the patients concern. 

  Customer response

  01/30/2024

   
  Complaint: 21192362
  
  I am rejecting this response because:
  I was contacted by a very nice gentleman from Dignity Health who deals with BBB complaints. He was rather lost since he deals with billing complaints, there doesnt seem to be anyone who deals with IT complaints. He is working on this problem, so may be in the process, but not yet resolved. I have no complaints with the representative that Ive been in touch with, but the company needs to do more with the IT issue. It is a huge frustration for not only patients but staff who have to constantly try to deal with it with no tools or control. 
  Sincerely,
  
  ******* Harness

• Initial Complaint

  01/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  7/24/2023 Per the attached documents Dignity Health processed a claim and did not calculate my Cigna discount 8/30/2023 Per the attached documents Dignity Health processed a claim and did not calculate my Cigna discount After many calls, explanations to billing agents, and faxing the billing statement and my explanation of benefits to the caller the harassment did not stop. The person claiming to be Dignity health wanted me to pay over the phone. I said I would pay online or call the 800 number to pay as I did not want to give them my credit card.Then, when I tried to go online to www.dignityhealth.org/billpay and enter my statement ID ******* last name or date of birth the error I received, "statement cannot be found".When I call the ************** and enter the statement ID and last name or date of birth to pay the response I receive is my statement cannot be found.I just received another statement which says it is a Final Notice to pay by 1/24/2024. I just went online and also called the 800 number and received the same error as above.If they send me to collections I will be contacting an attorney. My credit score is over 800 and I will not have their incompetence mess with my credit.

  Business response

  01/24/2024

  Please see the attached patient response letter. 

*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. ↩