Complaints

This profile includes complaints for ChristianaCare's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ChristianaCare

  4755 Ogletown Stanton Rd Newark, DE 19718-2200

  
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  ChristianaCare

  4701 Ogletown Stanton Rd Newark, DE 19713-2055

  
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  ChristianaCare

  200 Hygeia Dr Newark, DE 19713-2049

  
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  ChristianaCare

  1011 E Songsmith Dr Bear, DE 19701-1194

  
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  ChristianaCare

  200 Banning St Ste 170 Dover, DE 19904-3491

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Been trying to contact CC billing office daily..on hold for literally hours..requested call back to no avail..this has been an ongoing problem for almost a year.. I even tried contacting them online on their website with no luck! They want their bill paid tho!! On a current plan that I need to change!

  

  Business Response

  Date: 01/30/2025

  Thank you for allowing us to assist with your concers.

  I hope you found your conversation with our Billing Manager helpful. If you have any questions, please feel to contact us.

  Sincerely,

  Patient Relations

  ChristianaCare

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22846029

   

   

   

• Initial Complaint

  Date:11/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against ChristianaCare regarding improper communication, billing practices, and lack of resolution following my visit to their ER in July 2024. I visited ChristianaCare's emergency room specifically to undergo a Pertussis (whooping cough) test. Staff confirmed this test would be completed. However, several hours after leaving, I received only a notification via their online patient portal and an email stating a negative result for coronavirus. No mention of my Pertussis test results was provided to me. Upon reviewing my test results, my primary care doctor also confirmed that the only test result visible in the system was for coronavirus, which was negative. Despite the lack of evidence that the Pertussis test was performed or communicated, ChristianaCare billed me $3,000 while the cost of a coronavirus test is approximately $15 at a local drugstore. I filed a formal inquiry with ChristianaCare in August 2024 to dispute the charges and requested clarification. However, the hospital's response was unhelpful and delayed, taking months to complete their investigation. After multiple phone calls and attempts to resolve the issue, ChristianaCare finally informed me in November 2024 that they stood by their billing and refused to make any adjustments or acknowledgments of their failure to communicate proper test results. Throughout this process, I have made every effort to prevent my account from going to collections, even as ChristianaCare delayed resolution. Their lack of accountability, transparency, and exorbitant billing practices have caused significant frustration, undue stress, and financial burden. I am requesting the Better Business Bureau's assistance in holding ChristianaCare accountable for adjusting the bill to reflect the services actually provided, as it appears I was charged for tests that were either unnecessary, not communicated, or unrelated to my stated medical needs.

  

  Business Response

  Date: 11/21/2024

  Dear Mr. *********

  Thank you for sharing your concerns about your services and the bill. Your concerns were thoroughly reviewed and reviewed by Emergency Department, Digital and Information Office and Patient Finance. You were provided the review and final determination via a phone call today and a letter will be mailed to your address on file with the review.

  In both reviews, it was determined that the correct test was performed, coded and billed correctly, and the results were in your patient portal. Had your test result been positive, you would have received an outreach call from our Emergency Department.  After both reviews, since services were rendered the charges stand as billed. 

  Again, we are appreciative that these matters were brought to our attention as an opportunity to evaluate the services you have received.

  Sincerely,

  Patient Relations at ChristianaCare

  Customer Answer

  Date: 11/25/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.I am writing in response to ChristianaCare ER's claim that they handled my situation correctly and are standing by their billing practices. Their response ignores key points I raised.  Before entering the ER, I specifically requested a Pertussis Test and was assured I would receive the results within a couple of days. ChristianaCare accepted me as a patient under these terms, fully aware that I was not in a typical emergency situation but instead required this specific test due to recent exposure to someone with Pertussis.  Despite their assurance, ChristianaCare only notified me of negative COVID-19 test results via the patient portal and email. My primary care physician confirmed they had no access to Pertussis test results either. Repeated attempts to contact ChristianaCare for clarification went unanswered, highlighting their severe understaffing and lack of responsiveness.  This situation amounts to a bait-and-switch tactic. They accepted me based on my clear request for a Pertussis Test, but instead, I was left with an incomplete response and an unjustified $3,000 total bill. Their claim that "no news is good news" is unacceptable, as I required confirmed negative results for travel purposes.  Had I been told I would be treated this way and communicated to this way, I would not have agreed to enter the ER past the front window. After all, I didn't have a broken arm, I simply asked for a Pertussis test AND communicated results of that test.  Finding out that I was negative 4 months later after learning they decided to go with a "no news is good news" doesn't do me a any good.I urge the BBB to hold ChristianaCare accountable for their misleading practices and failure to provide the promised service.   Regards, Complaint ID: 22586964    

  

  Business Response

  Date: 12/09/2024

  We have reviewed patient concerns a few times and the determination remains the same.

  Patient has a respiratory panel swab done which includes Pertussis along with multiple other viral pathogens. Patient also had a COVID test done.

  The results of the tests was posted on the patient portal and the ED discharge instructions indicate how to view the results. The instructions also stated that patient gets a call for abnormal results with instructions on next steps for medication or treatment.

  Since services were rendered and billing codes were reviewed we are not able to adjust any balances.

  This information has been provided to the patient via phonecall and letter.

  Thank you,

  Patient Relations.

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/16/24 at I made an appointment for my son who returned home from work with marked abdominal distention and pain some 6 weeks after robotic surgery. As a physician I was aware that acute bowel obstruction was in the differential diagnosis, but an xray would not only provide confirmation but also be important to expedite his care, and possible return to the operating room. When I arrived I informed the desk staff my son was ill and also informed the individual who took us back and performed vital signs. AT NO TIME DID HE MENTION THAT THEY DID NOT HAVE AN XRAY TECH AVAILABLE AND THEREFORE NO XRAY. The PA arrived and examined my son and agreed he needed an evaluation and xray but “we don’t have that as the xray technician went home early.” By now I had lost 35 minutes and was told I could either drive to Middletown some 40 minutes away or St. Francis. Instead I went to Newark Urgent Care, called ahead and confirmed xray after this horrible experience, and was seen within 20 min, xray in an additional 10 that demonstrated a PROFOUND and LIFE THREATENING acute small bowel obstruction. They provided the CD of the film that I took to Penn Presbyterian Hospital where they rushed my son to the OR as a ‘hot case’ which means it is a high priority stat. There it took a team of over 10 2 hrs and 45 minutes to unwind and run his bowel. It took an additional 4 hours to get the CT and prep, all the while time was ticking. More detail is included in the uploaded documents including copies of GoHealth responses and the payment confirmation.

  

  Business Response

  Date: 10/22/2024

  Thank you for sharing your concerns and feedback with us.

  I hope that you found the conversation with our Patient Relations Specialist with the response to your concerns helpful.

  We thank you for your patience during this process.

  Sincerely,

  ChristianaCare

  Customer Answer

  Date: 10/24/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. 1.  The complaint response is not accurate. We were Told it was best to consider this worth exploring at a local emergency room.  I heard that response and engaged in a discussion with the PA stating that all area emergency room areas are Very busy and without an x-ray, I could not get triaged For faster care.2.  My son with autism is like a parrot, and he repeated several times what we were told about Christiana care by the staff at GoHealth, which was only go if unconscious or dead.3.  The New England Journal of Medicine, July 2024 has an article on the management of the acute abdomen. This article stresses the need for timely evaluation and that initial presentation will often be to primary care providers or even physician assistance. Moreover, it states that overreliance on diagnostic studies should not delay care, and that in some circumstances, an x-ray is acceptable.I reiterate that the x-ray performed by Newark urgent care allowed my son to be Evaluated and operate upon despite three gunshot wound victims at the emergency room at Penn Presbyterian because of the acute nature of his x-ray which we could not get from go Health. More over, I have discussed this case with two colleagues at Johns Hopkins, who both concur that the x-ray would expedite anyone’s care presenting to the emergency room with such an acute abdomen.Christiana care go Health needs to become current with the medical literature and the reality of care in Delaware .  Had I followed the direction to go to an emergency room I would have had to wait between 6 to 10 hours based upon my phone calls to those emergency emergency rooms.  I personally waited over five hours  on July 7 2024 When I collapsed at home due to heat exhaustion while my heat pump was being replaced.  I was unconscious and the installer called the ambulance who took me to Christiana. After five hours of no attention and having to beg for a glass of water, I left to care for myself at home.  I received more care from the EMT who at least gave me Zofran for my vomiting.I had little expectation reasonable response. Given my experience with Christian care.  I will continue to pursue this with my state and federal senators, As well as with CIGNA health. Regards, Complaint ID: 22367635    

  

  Business Response

  Date: 11/11/2024

  We are truly sorry that you were not satisfied with our review and response to your concerns.

  Sincerely,

  Patient Relations

  ChristianaCare

• Initial Complaint

  Date:07/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  President & employees violated privacy; lied (shifting explanations once lies refuted); countlessly refused to return calls/emails;& proven itself/selves to be untrustworthy again & again. May, 2024 I was informed by ****** ******, Director Patient Relations, to expect a call fr ******* who would help me w/Statement of Disagreement & let her know how call goes. It didn’t go. 2 weeks later, I was still waiting. Let ****** know.She asked if I had sent Statement & I responded “no” as I was awaiting call (******* to call to discuss document). Parameters outlined in email fr ****** were outside law & gave middle finger to Patient’s Rights.I did yelp review - they likely saw & didn’t like following continued no calls fr *******; Dr. ****** ******, Compliance; Erin, Ethics; Dr. Lee, Ethics; Dr. Janice Nevin (forwarded various emails thruout botched experiences) My original Statement of Disclosure was emailed 2/22/24 & response was given by ***** ******, whom I filed a grievance against in early February but was still left in position to make decisions on my appeal filed, March.Her response on 2/22 stated someone in touch “as soon as they can.” No response. I’m reliving same experience w/them.I hesitate to email my Statement as they then have 60 days to respond. They still haven’t responded directly to me re:2/22/24 Statement.I’d be endlessly waiting just as I am now. I’m disabled.They’ve used any frustration in tone as declaration I’m hostile & as means to justify refusal to respond.I simply want my legal health record to accurately reflect a prior hospitalization riddled w/errors so I’m treated w/my very real physical complaints not mistakenly viewed as a mental disorder when this 10-yo hospitalization came nearly 20 years after being dx w/RA, IA, UC, Fibromyalgia.Pain issues contributed to hospitalization & were refuted by Dr. ********* as me “believing” I have fibro & having many somatic complaints.Well, I guess I do given I have various forms of arthritis, fibro, & UC!

  

  Business Response

  Date: 07/26/2024

  Good morning. 

  Mrs. ***** concerns were initially addressed in her original grievance she has since added additional elements. 

  A response will be drafted and sent back to BBB. 

  Once the Compliance Department leadership completes their review of her grievance, Mrs. ***** will receive the grievance review outcome from me. 

  Thank you, 

  D

  Customer Answer

  Date: 08/09/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.Hi, *****.Thank you for your patience as your grievance has been reviewed by the Chief of Privacy and Compliance at ChristianaCare. The leadership shares they have reviewed, investigated and responded to all of your Compliance and Privacy Concerns. A review of the grievance was completed today, August 1, 2024. Leadership has shared their response to your grievance:We believe there is still some confusion on Mrs. *****’s request for an Accounting of Disclosure. As we previously explained in our letters, the Accounting of Disclosure applies to record access outside of a business need or records shared within HIPAA guidelines outside of the organization. It is not a list of Caregivers who accessed a patient’s record while caring for the patient. As previously shared, we completed an audit of access and there were no inappropriate access findings. Our Release of Information Office had no findings of disclosures outside the purpose of providing care or shared outside of the organization within HIPAA. This means there was no list to send the patient. We shared with Ms. ***** in March and April that there was no Accounting of Disclosures list to send to her.We are very sorry for the miscommunication related to the Statement of Disagreement (“Statement”). The Statement is not an appeal and we do not normally follow up with patients. A team member was asked to follow up with Mrs. *****, but management decided against it since we had already closed the patient’s case and stated that in writing. The Statement should specifically state why the patient disagrees with the amendment denial. That patient Statement is then included in the patient’s medical record (when that portion of the medical record is shared in a records release. We can’t use the Statement sent by Ms. ***** because:It was labeled as an appeal.It needs to be kept to one page, within the lines of the document.It needs to be legible.The concerns need to be related to the requested changes.Providers don’t respond to questions when they review an RFA.They only look at whether they are comfortable making the requested changes based on their recollection of the visit, the note, previous notes, medical decision making, etc.If that provider is no longer with the organization (I believe this was the case for some of her concerns), the record cannot be changed. In her case, we even went to senior leadership for the service line and they refused to make changes.Other documents were attached to the Statement.She can reference “Progress Note from (date),” but should not include her own copies of the actual documents.Mrs. ***** may still submit a one-page Statement that is within the guidelines, and we will include it any time the referenced record is sent in a records release. Her original RFA would be included in the release, as well, so she doesn’t need to repeat that information. She can just list the RFA date with a general statement about disagreeing with the denial.The Office of Compliance and Privacy has completed a thorough investigation and considers this case closed on the Request for Amendment, Accounting of Disclosure, and Statement of Disagreement. We will no longer have any communication (phone, email, letter, etc.) with Mrs. ***** in regard to these requests.If Mrs. ***** continues to believe that ChristianaCare has not complied with the laws regarding the privacy of her health information, she should file a complaint with the Secretary of Health and Human Services or the HHS Office for Civil Rights. Nothing further can be done by the Office of Compliance & Privacy, as we have exhausted all efforts to resolve her concerns.Thank you for sharing your concerns with leadership and please advise if you feel this has not addressed your concerns in totality.Respectfully,Director of Patient and Family RelationsChristianaCareThank you, D. I appreciate that & I am & have been in a position to advocate - in large part - for myself. You did help me; however, silence creeped in. You have been the most transparent & willing to listen the times we have spoken. Both truths exist. I appreciate you for what you have done. - *****On 07/26/2024 11:39 AM EDT ******* ****** * **************************** ******Hi, *****.Good morning.I received the Better Business Bureau complaint this morning. I discussed this with my VP, *** ********** Please know we are working on this matter (the most recent grievance and the BBB matter.)I’ll be in touch soon!DCaution: This message originated from outside the ChristianaCare organization. Please exercise additional caution with any links or attachments.Hi Denise. I hope you can assist me. I’d like to file a grievance on Compliance/Ethics Dept & Dr. ******’s continued refusal to return calls. I called 2x or 3x leaving messages to discuss Statement of Disagreement & inquiring why I haven’t heard from ******* as promised in May. The Statement was provided via email 2/22/24, as a reminder. I was told someone would be in touch with me as soon as they could be. I began calling in March. My calls went unreturned. In a letter dated in April (& signed by *****), they said no calls nor emails referring to “amendment’ nor ‘accounting of disclosure’ would be returned. Well, none had been regarding ‘Statement of Disclosure’ or ‘Apoeal” from February through Present.Why not?I was told by you via email to anticipate a call from ******* to discuss. That call never came. Why not?When you mentioned via email that Chief of Compliance has case, I called (roughly 2 weeks ago) Compliance & requested Dr. **** ****, and/or Dr. ****** call me. They have not.  He has not. Why am I being stonewalled? Certainly, somebody there returns calls.I want a Statement attached to my record but I don’t want to type something out that will be discarded for reasons unknown. It’s taxing. I am disabled (along with other disabilities) due to the TBI which has a visual component. It’s extremely taxing to read, type, etc esp given daily migraines. The fact that this was known & yet there are ongoing refusals to do the basics of consumer care - return calls - is mind boggling.I’d also like to file a grievance on the fact that I was not informed that my request for amendment would be presented to psychiatric leadership for review. I had been told by ***** in December via email that the request for amendment would likely be denied based on the fact that the psychiatrist was no longer employed by Christiana Care. Had I known that my request for amendment was going to be presented before psychiatric leadership, I would have gone through the document thoroughly and would have noticed all of the errors and would’ve been able to have that presented and also have the veracity of the document questioned, possibly, at the most relevant time. ***** did not inform me that she was going to do that. Additionally, I want to file a grievance on the fact that ***** continue to respond and have some bearing in the decision-making of my case after I had complained about her & also filed a grievance against her.  ***** had a lot to protect because she botched things in multiple levels as did the supervisors by funneling my earliest calls regarding ***** right back down to her back in November. I’ve had to largely advocate for myself & had to go outside the norm s a result in an attempt to be heard. Tacking my attempts to be heard as evidence of mental issues is off-puttting and incorrect. It’s gaslighting behavior which I wholeheartedly believe ***** & Dr. ****** have successfully accomplished.In addition to the grievances requested, I’d like to know who I can specifically work with on the “SoD” & Restriction Form, please. Who? Last time I sent something generalized, it lingered to-date & calls to-date go unanswered. It’s unreasonable for the expectation to be that an outside agency gets involved for this to be done. Dr. ******, himself, admits he did not furnish me adequate time to discuss my concerns with him, nor did he offer me time to converse privately - without ***** on the call. Please let me know how soon this can be done.Thank you,****No, I didn’t type out a new “Statement of Disagreement” because I was anticipating a call from ******* & wanted to discuss parameters before typing it out. I didn’t want to send it to general email addresses as I don’t receive responses from Compliance or Privacy when I’ve done that more recently. I didn’t want to be left wondering if action was being taken when it was not taken re: the 2/22/24 email nor those emails/calls that followed. What has changed that the anticipated call from ******* was, apparently, scrapped? And, from my perspective, I was not “strongly encouraged” to contact OCR. There was a mention of it & I had already called them when it was mentioned. It’s also cited in their letters. In fact, Dr. ****** mentioned calling OCR in January & I responded that I had already called and was awaiting a return call. He then said, “I don’t want to lose my job. I work to pay my bills and put food on the table for my wife and kids.” ***** then - this was a conference call - said that she was same. It may seem like odd timing given he suggested calling OCR but that was his response when I said that I had already done so.OCR has only so many investigators and can only take on so many investigations. I suspect that the hope is my complaint receives little-to-no traction. I remain very curious as to how requesting that which is legally permitted via Patient Privacy Rights is intentionally being ignored; however, I will type up a new Statement of Disagreement and complete a Restriction form. Who should I address them to? I need a distinct contact person so that I know who to reach out to when I very likely am stonewalled again. Although the workload is very high, I’m guessing, the refusal to engage in order to permit the open discussion of how to accomplish what is within my rights as a patient indicates to me that some shady behavior has occurred. ***** ****** was notified of my TBI (& indicated she has one too) so to refuse assistance when I’m actively under the care of 3 doctors (& it’s disabling) for it is an even worse reflection on the ‘service’ I’ve received. D, I also strongly believe I’ve been medically gaslit. I think my mental health record - though nearly 10 years old & with a good prognosis cited - is being used to suggest I’m off-my-rocker. Doing so, labels me (yet, again) and frees “them” from responsibility from situations they’ve created and stoked. I’ve simply tried to reach them (sometimes in unusual ways) in an effort to be heard & to receive follow-up, most recently re: the 2/22/24 email & the unreceived promised call from *******.Did my frustrations grow? Yes, and that is understandable given the deliberate non-action I continued/continue to receive. Will you please consider asking Dr. ***** if I can meet with her face-to-face? I’d like to talk with her about this from start-to-finish. While she has many daily obligations, perhaps she can offer me that? Sometimes the annoying, squeaky wheel has legitimate concerns that the President/CEO of a business needs to hear.I’d appreciate anything you can do to facilitate a meeting. Thank you,***** ??On 06/20/2024 9:48 AM EDT Ok, makes sense. I know that they had strongly encouraged you to contact the OCR, so that is good.I apologize for the lack of follow up. Did you send in the revised statement of disagreement?DHi D. Yes, I have. Because of the mushrooming-nature of my situation, my scope-of-care issue was misinterpreted as an “accounting of disclosure” issue. It was as if the person regarding it could not comprehend the connection between the two. I then followed up with them via email. I plan to connect with them again. And, the letter I rec’d stated that they “may” investigate if a refusal to provide an “accounting of disclosure/‘ occurs. I need to speak to someone at OCR to explain issue is primarily “statement of disclosure” at this point. Thank you for your help. You are the only person in a Leadershio role who has listened & sought to understand. ??On 06/20/2024 8:07 AM EDT Hi, *****.I am not sure of their plan for follow up, I apologize. I have provided them your messages. Have you contacted the OCR?ThanksDThank you, D.  How soon shall I expect to receive a call? The anticipated call from ******* has not been received.It’s been 4 weeks. So, another shift has occurred, then? I would like the opportunity to work with someone in Privacy to complete my statement within the parameters of the law. Does this mean that I should not expect a call from *******? Who will be assisting me, then? Thank you,***** ??On 06/18/2024 1:25 PM EDT Hi, *****.I did receive a copy of the email. The Chief of Privacy and his team are aware of your requests. At this time, your request is with that team.Thank you,DCaution: This message originated from outside the ChristianaCare organization. Please exercise additional caution with any links or attachments.Hi Denise. I sent you the email that I sent to Compliance last week. I wanted to do it as a cc for your info but, for some reason, cc button wasn’t working when I tapped it. Efforts to receive follow-up from the 2/22/24 email requesting my “Statement of Disclosure” be reviewed and for me to receive assistance have continued to be met with silence. It’s now over 3 weeks without the promised callfrom *******. What is going on? I’m unclear on why it’s so difficult to have a conversation and correct this. I was told that someone would be in touch with me soon regarding that specifically and heard back from no one from their office about it. Will you please assist me?Thank you, *****Confidentiality Notice: This email (including any attachments) is intended solely for the addressee(s) and may contain confidential and/or privileged information and may be legally protected from disclosure. If you received this email in error, please immediately notify the sender by reply email and then delete this message and any attachments. If you are not the intended recipient, you are hereby notified that any disclosure, distribution, reproduction, or other use of this message or its attachments is strictly prohibited.Confidentiality Notice: This email (including any attachments) is intended solely for the addressee(s) and may contain confidential and/or privileged information and may be legally protected from disclosure. If you received this email in error, please immediately notify the sender by reply email and then delete this message and any attachments. If you are not the intended recipient, you are hereby notified that any disclosure, distribution, reproduction, or other use of this message or its attachments is strictly prohibited.Confidentiality Notice: This email (including any attachments) is intended solely for the addressee(s) and may contain confidential and/or privileged information and may be legally protected from disclosure. If you received this email in error, please immediately notify the sender by reply email and then delete this message and any attachments. If you are not the intended recipient, you are hereby notified that any disclosure, distribution, reproduction, or other use of this message or its attachments is strictly prohibited.Confidentiality Notice: This email (including any attachments) is intended solely for the addressee(s) and may contain confidential and/or privileged information and may be legally protected from disclosure. If you received this email in error, please immediately notify the sender by reply email and then delete this message and any attachments. If you are not the intended recipient, you are hereby notified that any disclosure, distribution, reproduction, or other use of this message or its attachments is strictly prohibited.Confidentiality Notice: This email (including any attachments) is intended solely for the addressee(s) and may contain confidential and/or privileged information and may be legally protected from disclosure. If you received this email in error, please immediately notify the sender by reply email and then delete this message and any attachments. If you are not the intended recipient, you are hereby notified that any disclosure, distribution, reproduction, or other use of this message or its attachments is strictly prohibited.+ **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. This includes an email chain. I am doing my best under a 30-minute time constraint; internet issues because of storm; and issues with vision/TBI. I also want to mention that when ****** ******, Patient Relations, states that I was referencing a previous Grievance - that is mistaken. I mentioned an interest in filing a Grievance as Compliance - once again - gave a hollow promise (a promise of a phone call). That email addressed to Ms. ****** was dated July 9, 2024. I did not hear back from Ms. ****** regarding that request until July 26, 2024 - 1 day after filing a complaint with the BBB on July 25, 2024. Specifically about this company's response, I have yet to receive a conversation with anyone from Privacy/Compliance/Ethics. The promised contact from February never materialized. Then the promised contact in April/May never materialized. In fact, Ms. ****** shared that a Manager (who, please?) told *******, the contact person I would hear from, NOT to call me. I have no confidence that ChristianaCare nor its Leadership will provide me any type of service, up to including a Statement of Disagreement actually attached to this 2014 Mental Health record, especially when they cannot be bothered to return phone calls. They have been willfully neglectful. I still request and Accounting of Disclosure. The NP is a Bariatric NP. I was seeing her for post-surgical (years later by a different doctor) weight gain. She is not a Mental Health Clinician nor expert. She did not even discuss Mental Health with me nor was it part of a Systems check as Mental Health is not a topic under the Systems (I can provide my Office Visit notes from that day as proof). I also spoke with the HIMS dept on 3 separate occasions and they told me that as this is an old Mental Health record, it is off-the-premises and the only way anyone including a Care Provider could obtain it is WITH my permission.  So, contrary to what is said, the Accounting I've requested should be provided.  They are not sorry. They provide hollow apologies. They apologized via Patient Relations for the Grievance issues filed with on January 31st and discussed with Leadership in March. So, that apology was March; yet, they refused to reach out to me as promised in the email from ***** ****** on 2/22 or 2/23.  They have stated that my Statement was labeled an Appeal. No, it was not. They provided no direction on how to go about writing an appeal nor did they provide a specific contact person. I wrote that I wanted to file an Appeal using the reason listed in the Statement of Disagreement which was Titled and further down on the page (can furnish, may be difficult given internet issues atm).  It was not illegible but I was already willing to redo. Was just waiting on conversation. They escalated it to Psychiatric Leadership without providing me a date by which I should read and review and mark errors. They told me they could do nothing because doctor was no longer there. I want to have Psychiatric Leadership review it with my noted errors. I want it reviewed for Veracity. They are permitted to reasonably limit Statement of Disagreement. Is 1 page reasonable when they're a multitude of errors? They mention "may still submit one-page..." then, in the very next paragraph of their Grievance response, they say "we will no longer have any communication..."; so, how exactly will they be receiving the 1-page they state in the paragraph before I can provide?  I need a distinct, trustworthy contact person who will provide the confirmation that my Statement is attached. Furthermore, this Statement needs to be included within the Portal. They uploaded this now-10 year old Mental Health record in 2023 to the Portal. They took what was an old record only obtainable through HIMS with my signature and made it virtual. My Statement needs to be the same. I'm running out of time. Gonna submit. My husband and my therapist can attest to all of this. They have been regularly hearing it.  I am not unhinged. I ask questions because of my background and education. I graduated cum laude with a B.S. and I was also a REALTOR prior to becoming disabled. They do not like questions. They protect ChristianaCare's business and Integrity. Patient neglect is collateral damage.  Regards, Complaint ID: 22043863      

  

  Business Response

  Date: 10/08/2024

  Business

  Most Recent Message

  Date Sent: 10/3/2024 8:16:26 AM
  

  This patient grievance has been reviewed by leadership at ChristianaCare a few times and detailed review has been shared with patient via phonecall.

  Our process for greivance management and Request for Amendment has been followed and re-reviewed by Chief Privacy and Compliance Office.

  Sincerely,

  ChristianaCare

• Initial Complaint

  Date:07/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a prescription which should be filled every two weeks through the Christiana mail order pharmacy. It was not sent to me even though it has been in the past and the prescription is current. When I called to find out why it had not been shipped, the mail order pharmacy said that it was because I got a new prescription. This makes no sense. My partner got an email from the pharmacy saying that the pharmacy is running behind. My prescription which should have been mailed last week STILL has not been mailed even though I called and they said it would be mailed Thursday (7/11). It is now 7/15, I was supposed to take my medication 7/12. This is a medication that needs to build up in the system and now I am out of compliance and have to start the entire process over. This is UNACCEPTABLE behavior for a hospital system's mail order pharmacy. They need to treat their clients/patients like humans and fill their medications. We pay for insurance which then doesn't work. It's disgusting. I would like them to have a smoothly working mail order pharmacy that has auto refills that actually get filled and appropriate timing to fill medications.

  

  Business Response

  Date: 07/17/2024

  Thank you for allowing us to address these concerns.

  We have connected and communicate details with the consumer along with oppurtunities and new initiatives for our caregivers.

  The medication were mailed out on 7/15/24.

  Sincerely,

  Patient Relations

  Customer Answer

  Date: 07/30/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. I continue to have issues with the mail order from CCHS even with the new email system. A medication I requested to not receive was mailed out and another medication I needed was not mailed and I had to pay out of pocket for it even though I emailed. It is absurd that the patient relations department has to continuously monitor the mail order department. I alone have had three issues in the past few weeks, not to mention the past few years, and I doubt that there is a patient relations person who can manage all the issues that are occurring for all the customers of the mail order pharmacy- I can't be the only one struggling. Once the mail order system works, I will accept the response but as long as I continue to have issues, I can't accept the response of patient relations on this one issue since my concern is about the larger issue of the poor care the mail order pharmacy provides to all employees and their families.  Regards, Complaint ID: 21991793    

  

  Business Response

  Date: 10/22/2024

  ChristianaCare leadership for Mail Order Pharmacy and Patient Relations spoke with the consumer via telephone conference on 8/23/2024 and responded to their concerns.

  Sincerely,

  Patient Relations

  ChristianaCare

• Initial Complaint

  Date:10/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received care in the emergency department of Christiana care Wilmington hospital on 7/23-7/24. When i received the bill I requested an itemized one. I checked over it and I was charged for items I did not receive as well as incorrectly coded for items that were not medications but were charged as such. I called and requested them to review the bill. I had a few questions on some of the codes and they directed me to another department who never returned my call. I called back multiple times requesting they put a hold on my account as a bill can’t be due or overdue if it is in review. They refused. I then was told they had removed a few items and would resubmit to insurance. I received another call stating that the amount was the same and the bill I received was EXACTLY the same. They removed nothing. And it is now facing collections though my issues have yet to be resolved in any way.

  

  Business Response

  Date: 10/26/2023

  October 26, 2023
  
  Dear Ms. *****,
  
  We would like to thank you for reaching out to BBB and share concerns related to your bill for services rendered at ChristianaCare.
  
  We take all concerns seriously and, on your behalf we reached out to our leadership for Patient Financial Services for review. A thorough review of your concerns was completed on October 26, 2023.
  
  After a detail review of the charges and codes associated with your visit we were able to remove two charges from the claim. Your insurance was notified and a corrected claim was sent to your insurance form re-processing, We have sent you a detailed email with this explanation, please feel free to contact us for any other needs. We are truly sorry for the inconvenience and hardship, and we hope you are doing well.
  
  We appreciate you choosing ChristianaCare for your healthcare needs and thank you for allowing us to care of you. If you have any questions concerning this letter or need further assistance in this matter, please contact us at 302-733-1340 or via email at [email protected]
  
  
  Sincerely,
  Patient Relations

  Customer Answer

  Date: 10/30/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.They did reach out but they did not find that the review was satisfactory or that all steps had been taken  it is still being reviewed and processed and I again am being ghosted by Christiana Care. They have not dealt with my concerns or my issues or gotten it to a closed status. Regards, Complaint ID: 20773464    

  

  Business Response

  Date: 11/21/2023

  A 2nd medical audit was done and patient provided the finding of the audit with explaination of charges for medications and administration. There is no change to the charges based on the 2nd audit.

• Initial Complaint

  Date:08/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a patient of a particular Dr. at Christiana Care for 20 years. Throughout this time, prescriptions for medications have come through their office for refills, etc, from the two pharmacies that my insurance plan uses. In May of 2023, Express Scripts faxed a refill approval with a fax number for them to send back with approval for one of my medications. Instead of faxing it to the number fax, they sent it to the other pharmacy for refill and I was charged $100. I called the Dr.s office multiple times, sent messages through the Christiana Care portal numerous times and finally called Customer Relations where they took the info and said someone would get back to me. This whole journey took about 3 months to get a response and that was from one of 3 ways of communication. Just received a voicemail from Christiana Care saying they were sorry but there was nothing they could do about it and offered to send the refill to the correct pharmacy. I honestly do not believe I should be paying $100.00 for a mistake from their office staff. What is to stop this from happening again, and is there no accountability on the Christiana Care side? Totally unfair!

  

  Business Response

  Date: 08/22/2023

  I would like to thank you for allowing Patient Relations to address your ChristianaCare billing concerns.

  As part of your review, on August 18, 2023 you spoke with Site Manager for Endocrinology. I hope that conversation provided you with some clarity regarding the billing in question. Further review determined that charges billed to you by CVS Pharmacy will not be reimbursed by ChristianaCare, as we did not bill you directly for your prescription.  We are genuinely sorry for the dissatisfaction felt and the impact this billing has had on you.

  We wish you the best in health.
  Sincerely, 

  ChristianaCare Patient Relations.

   

  Customer Answer

  Date: 09/05/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. The reason I am dissatisfied with this response is because of the following:I called the endocronologist's office for over a month, as well as e mailing them to let them know of the error in them ordering the prescription from the wrong pharmacy.   I received no response .  I then called the pharmacy to see if they would reimburse me, as I had not opened the prescription, and they said they could not do that because the prescription was ordered by my doctor and they were unable to reimburse for something the doctor ordered.   If the endocronologists's office had not ordered this through the wrong pharmacy, none of this would have happened.   Of course their office did not bill me, however their office did make a grave mistake in ordering through through the wrong pharmacy, which caused me to be charged $100.00.   Since I am retired, I do not have extra money to pay for someone else's error.   I still would like to reimbursed by either the doctor's office or the pharmacy that issued the presription, or perhaps they could split the monies in a payout to me.   This medical error is NOT acceptable.Thank you again for your help. Regards, Complaint ID: 20472184    

  

  Business Response

  Date: 09/26/2023

  We have re-reviewed this patient's concerns and unfortunately are not able to offer reimbursement for the cost of her medication.

  Had patient notified us before accepting the medication from the pharmacy we would have corrected the script and sent to the pharmacy of her choice.

  Patient notified us of this 2 month after she had accepted the medication from the pharmacy.

  We are sincerely sorry that we are not able to assist further and this grievance is resolved from our end.

  Sincerely,

  Patient Relations

• Initial Complaint

  Date:07/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Christiana care is the WORST hospital system in the state of delaware. I will try to make a long story short. Thursday morning my pain management doctor wanted to to get to Christiana hospital asap because my ct showed that my nerves were being compressed. I got there checked in and the nurse who took my vitals and said only three words to me the entire time. I was sent back to the waiting room, I got triaged sent back to the waiting room. When they took me back they put me on a gurney in the hall way and gave me 0 information. The pa came over and told me that they have to admit me to get any imaging, which I've never heard of a day in my life. Around 3am they finally took me to my room on the 6th floor where the nurses were complete jerks to me telling me someone sicker than me need that bed. I didn't ask to be admitted, they were talking badly about me and my husband while at the nursing station. Any time we asked questions about any they refused to answer. They finally took me for my mri at 645am. They took me back about 850am but took me to a different room/floor and didn't tell me anything. When I got to my room nurse ratchet arrive and said to " I just dropped a bunch of narcotics all over the fucking floor so I'm only gonna say this once, don't ask for anything to eat or drink your not getting it, don't ask for the doctor he will see you when he sees you, and if your roommate has visitors your husband has to leave because there is one chair per room" I have severe anxiety and ptsd and she triggered ot so bad. Around 12-1230 I asked when the doctor would be by since I had gotten no info on what was going on and I wasn't allowed to eat or drink till he saw me. Nurse ratchet said "he said he has 24 hours from the time you got on the floor and he will see you around that time." She wanted me to sign ama I told her I didn't want to and wasn't comfortable doing it She told me I had no choice and was bullying me into it. Then lied in the clinical notes about it.

  

  Business Response

  Date: 07/11/2023

  Thank you for taking the time to contact the Patient Relations Department and presenting us with an opportunity to have your concerns reviewed. We appreciate patient feedback as we seek this knowledge and are open to change to improve the care we provide to our community. 
  
  We take all concerns seriously and value you as our patient. Your concerns were reviewed by the leadership in Emergency Department and Nursing. A thorough review of your concerns was completed on July 10, 2023.

  Review of you concerns determined that your treatment plan was based on your presentation and need for work up required to address your medical condition. We are truly sorry for your experience with the nurses and our goal is to provide care with compassion and support patient needs.

  Understanding where we can improve on the service we deliver is important to us as we strive for being exceptional today and even better tomorrow. We appreciate you choosing Christiana Care for your healthcare needs and thank you for allowing us to care for you. 

  Customer Answer

  Date: 07/18/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 20265402

   

   

   

• Initial Complaint

  Date:03/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 7, 2023 I saw ***** ****** FNP over video chat for a sinus infection and she wouldn’t prescribe me any medications. She told me to wait a week before I can get prescribed any medications. I have underlying health issues and needed medication. She didn’t provide me any care because she didn’t bother to read my medical history to prescribe me any medication. Furthermore, several members of my family with underlying health issues got sick also and I had to go to my old family doctor to get treated. My visit at Christiana Care was a waste of time and I should not be billed for care that I did not receive.

  

  Business Response

  Date: 03/24/2023

  March 23, 2023
  
  
  ** ***** *********** *** **** **** ** ********** **  *****
  
  
  Dear Ms. ***********:
  
  On March 22, 2023, Patient Relations received notification of your concerns regarding your ChristianaCare experience on March 7, 2023.  As I understand it, your concerns were with the care received from your Provider. After learning of your concerns, they were forwarded to leadership in Primary Care Middletown East for review.  The review of your concerns was completed as of March 22, 2023.
  
  As part of your review, you spoke with Director of Practice Operations. I hope you found that conversation helpful. Effective communication and coordination of care is essential in all medical situations.  Medical review determined that your evaluation and plan of care was based on your presentation at the time. Since medical services were provided for your care; the charges associated with your visit stand as billed.  We genuinely apologize that you were not satisfied with your experience and want to assure you that we took your concerns very seriously. 
  
   Our goal is that each of our patients feel they received the best of care and service. Please know that by informing us of your experience, you are helping us to learn how to better provide excellent care for every patient, every day.  
  
  I do hope this letter provides you with an assurance that all issues brought forward have been thoroughly evaluated. If you feel this is not the case or if you would like further clarification of our review findings, please feel free to contact us at 302-733-1340.
  
  We wish you the best in health.
  
  Sincerely,
  Patient Relations
  ChristianaCare

  Customer Answer

  Date: 03/28/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

  This message is in response to the complaint #83595, I am requesting that Christiana Care pay the soul individual, ***** ******* *********** $400,000,000 for medical negligence, failure to treat, and severe emotional suffering. Regards, Complaint ID: 19628285    

• Initial Complaint

  Date:02/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a recent retiree, my former employer did not offer retiree medical benefits. I purchased what I thought was a good plan through the ACA website and I would use that until Medicare took effect Nov 01,2022. I visited Christianacare on 09/21/22 for an appointment with an Oncology Dr. I checked in, filled out paperwork and presented my insurance card. I met w/the Dr who suggested our next visit in Oct we will gather blood samples and an xray. Before the blood was drawn, I filled out paperwork and provided my insurance card. This was also done for the xray. In December 2022, I received a bill from ChristianaCare for $2,755.27. I called customer care and was told that CC did not accept my insurance and I was liable for the bill, and I could make payment arrangements if I needed financial assistance. I questioned this practice and the representative said they should have told you that your insurance was not accepted from your initial visit. My complaint is that if I was told this from my first visit at that time, I would have rescheduled for a later date when Medicare took effect. I feel I was deceived and I wondered how many other people they deceived with private insurance coverage. I have since paid the bill but as a senior on social security I was not expecting this. I relayed this information to my Dr. and advised him that I would not be his patient any longer and would have no further business with ChristianCare. Thank you for your time in reviewing this claim. I appreciate it.

  

  Business Response

  Date: 02/24/2023

  February 24, 2023
  
  
  ****** ******* *** ********* ** *********** ** *****
  
  
  Dear Mr. *******,
  
  Thank you for taking the time to speak with me and share concerns related to your billing for services at ChristianaCare. We appreciate patient feedback as we seek this knowledge and are open to change to improve the care we provide to our community.
  On your behalf I reached out to our leadership for Patient Relations, Laboratory Services and Imaging Services for review. A thorough review of your concerns was completed on February 14, 2023.
  As a part of the review we spoke this afternoon and I shared the review; I hope you found that conversation helpful. I am truly sorry that your experience did not meet the expectation we hold for ourselves and our patients. Please know that you can always reach out to me for any other needs.
  We appreciate you choosing ChristianaCare for your healthcare needs and thank you for allowing us to care for you. If you have any questions concerning this letter, please contact me directly at ************ ** *** ***** ** ******************************************** *
  Sincerely,
  Patient Relations

  Customer Answer

  Date: 02/28/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 19387478