ComplaintsforAdventHealth Ocala

• Initial Complaint

  06/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had a preventative procedure done at AdventHealth Ocala, which should be covered in full before deductible and without cost sharing by my insurance plan. The hospital coded this procedure incorrectly, as there were no preventative codes applied, leaving me with an additional balance after already having pre-paid $1000 which should be returned. When I called the billing department, they agreed to review the coding and came back saying it was correct. They also said that because it had been reviewed and found to be correct, the only thing I could do is write a letter disputing the bill. They could not provide me with any direct contact information other than the address for a PO Box to send a dispute letter. I am willing to send that letter, but this is something that could be resolved much more easily with a phone call or email. Not only was this handled poorly in this instance, but the protocol in general lends itself to discrimination against patients based on their resources and abilities.

  Business response

  06/21/2024

  Thank you for sharing your complaint with us. We appreciate our patients and families sharing their concerns with us so that we can improve our services and achieve our mission. I reviewed your billing and complaint.
  
  The consumers complaint was that the procedure she had was not coded with a preventative code for which would cover the claim in full. Preventive health is key to helping people stay healthy and detecting health problems early on,before they cause other issues or become more difficult to treat. Adult preventive health care typically includes screenings for conditions like heart disease,diabetes, and cancer, as well as counseling for smoking cessation and balanced eating habits.
  
  The procedure that ************** had is not considered preventative healthcare as the definition above. She was unsatisfied with the response and wanted to file an appeal. The appeal process is completed via a letter and mail. This is the formal process and cannot be changed due to federal regulation.  
  
  Thank you for allowing us to review the complaint. 

• Initial Complaint

  03/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this hospitals emergency room at 1030pm on 3/30/24 for lower abdomen and groin pain I was given pain medication and sent for a ct scan of my lower abdomen. When ** in the ct scan machine my phone goes off but I was unable to answer it and then they repeatedly called me but left no message. I was sick and on pain medication and all of a sudden a female from the registration department calls my room and says she needs to register me. I said Im in an emergency room on pain medication. And not feeling well. She sayswell we gotta get you registered honey abruptly and rudely and totally unprofessional. I called back upon my discharge from the hospital and spoke to someone in registration who said she understood and gave me instructions on how to proceed with a complaint against the registration department. You dont do that in an emergency room. Supposed I was having a heart attack? Shes worried about my insurance?? That dont fly with me. Dont harass sick people especially in an emergency situation

  Business response

  04/25/2024

  Thank you for sharing your complaint with us. We appreciate our patients and families sharing their concerns with us so that we can improve our services and achieve our mission. The consumers compliant was regarding being called and requesting registration and insurance information while in the emergency department. Please accept our apology that you felt harassed when you are not feeling well.
  
  While we understand your feelings, we are unable to change this practice. We need to verify your coverage prior to discharge from the emergency department or admission to the hospital. There are thousands of insurance policies, and each one has different rules. We would not want our patients getting held liable for the entire visit because we did confirm the insurance requirements after the federally required medical screening per the Emergency Medical Treatment & Labor Act (EMTALA) 42 USC 1395dd.
  
  We will share your experience with our staff to improve our patients experience. 

  Customer response

  04/25/2024

   
  Complaint: 21509642
  
  I am rejecting this response because: again as I understand they are doing there job. The emergency room is not the place for that. I was sick. On pain meds with an I v in my arm and talking with doctors nurses and various other medical professionals. My phone actually went off when I was in the big donut machine getting a cat scan. Thats harassment.  Job or no job.  I was extremely embarrassed.  That should be done at check in with a simple question is everything still the same?  If I was having a heart attack or stroke do they honestly feel Im gonna talk to them??  Ill say it again. The emergency room is not the place for that.  My blood pressure went through the roof cuz Im being treated and grilled by these insensitive. Non compassionate and non empathetic people.  I stick by my story. My phone will be off from now on. Period
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I broke my shoulder and I had to have emergency surgery. My insurance didnt pay all of the bills. I am stuck with the rest and am self employed. I dont have the money to pay them all at once so I have been paying a little each month trying to pay as much as I can for someone who is recovering from horrific surgery and they still sent me to collections for part of my bill. They said if people dont pay their bills within 4 month or go onto automatic withdrawal payments of $75 or more a month I will be delinquent. Isnt this against the law? I am paying, just not what they want. I have no money. That will hopefully get better as I heal but I give them what I have. They are using bullying tactics on their patients. How is this allowed? What are people supposed to do when they get hurt and cant give thousands of dollars up front??

  Business response

  04/25/2024

  Thank you for sharing your complaint with us. We appreciate our patients and families sharing their concerns with us so that we can improve our services and achieve our mission. The consumers compliant was regarding being unable to pay more than the requested amount monthly.
  
  I reached out to our billing manager to understand your billing issues. Your agreement with your insurance company is for a copay of $1500.00 for this visit. We have no record of payment as of todays date. We have that you requested the charity application on 3/13/2024 but we never received it back, so it has not been process. We encourage you to complete the application so we can give you a large reduction on the bill. The *********************, ***************** Services Manager stated that they would accept your payment plan of $75/monthly. You can reach out to ********************* at ************ to set it up.
  
  Thank you again for reaching out and hope you are recovering well.
  

• Initial Complaint

  12/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was taken by ambulance to Advent Health emergency room by ambulance after passing out at work. I had chest pain and high heart rate. I was thrown in the waiting room. While being barely conscious I sat with my fiancé waiting to be seen. We sat in the waiting room for 11 hours with out seeing a doctor. They said they did blood work and a chest X-ray. I never saw a physician at any point during this time yet they did these tests and then sent me a bill for all of this and for seeing a physician which I never saw. I was never put into an exam room of any sort at all. They were not only extremely unprofessional and ended up taking out the IV the ambulance had placed in the waiting room, when I finally decided at after 1am that I was going to go home because it was clear I was not going to get any care from anyone there. They have now sent me a bill multiple times for this encounter. I have called multiple times and only gotten a hold of anyone there 2 times. One of the people said they agreed that the bill was non sense and she was going to see what she could do but I have continued to get bills from them and they don't care that they didn't provide adequate treatment to someone with chest pains and passing out. This all happened on 8/18/21.

*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. ↩