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Business Profile

Hospital

OSF Healthcare System, Patient Accounts & Access Center

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/25/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 July 24th my non verbal autistic son went to St. FRANCIS in peoria illinois for a knee surgery. During the surgery there was trouble placing his breathing tube. I was not made aware of this complication. On the way home from surgery he started to gag and swell up. I rushed him to St. Mary's hospital in galesburg illinois. There is was told they had put a 1 inch hole in his trachea. This resulted in an ambulance ride back to peoria and a 3 night stay in the ICU. He was leaking air into his face, neck and chest. I told the medical staff ahead of time that he was unable to tell me if he was hurt, where it hurts and what hurts due to his autism. They should have let me know if ANY complications in the surgery since he is unable to. I have made several appeals with the hospital. I am being told there is nothing they can do. We have since had to go back and get a scope done to make sure his throat is healing ok. These visits and bills may have been avoided if they taken a little more time after the surgery to observe him knowing there was difficulty with the breathing tube. They were in such a rush to turn over his room for the next patient they rushed us out. Breaks my heart that they don't carr about a non verbal autistic child that was so scared but had no way of telling me. They should be held accountable.

  • Initial Complaint

    Date:02/01/2024

    Type:Billing Issues
    Status:
    Answered
    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.

    see Attached document

    I have a medical bill that is on a payment plan, the statements that are sent out are on a 45 day cycle. The payment cycle is 30 days. I made the first payment in Oct then at the end of November I received the letter stating I was late. Without a statement the bill was over looked. I paid Nov then made Dec bill. I called again in Jan because I still had not received the statement (it's do on the 15th) I called on 18th Jan to inform them I was mailing a check. I finally received the second statement Jan 22 If they require payment every 30 days the statements should also be on 30 days.

    Business Response

    Date: 02/02/2024

    The transition to a 45 day statement cycle was an executive leadership decision within our organization.  Communication related to this change was distributed on our website and through the MyChart application.  Our mission partners provide scripting when setting up a payment plan to advise patients that payment plans are set up on a monthly basis and patients will receive a statement every 45 days.  Our patients can always check on their remaining balance and make adjustments to their payment plan 24/7 by visiting our payment website, ************************************.  If the patient would prefer, I can have a team member reach out to him to update his payment plan from a manual to an automated plan where funds are withdrawn on the due date the patient decides.  This could greatly alleviate any confusion Mr. ***** has about when his payment is due and ensure that he no longer receives late payment communications. I would also like to apologize for any inconvenience Mr. ***** feel he experienced.  One of our primary goals is to provide the best patient service from the time the patient registers at one of our facilities, through clinical care needed and until their account is closed.

  • Initial Complaint

    Date:01/22/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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 12.15.23, I received a letter from ****** ****** ******** that OSF Health and ********* ******* along with others are sharing my records in **** ********** of **** system that I did not authorize. I contacted OSF Healthcare My Chart and I was informed that I would receive a Revoke Authorization form via email that I have not received to date. When I contacted OSF Healthcare MyChart team for the second time, I was transferred to triage nurse.

    I revoke all authorization for OSF Healthcare and Community Partners to share my health information in **** ********** and **** system.

    Business Response

    Date: 01/24/2024

    Hello Mrs *******,

    I have reached out to our Manager of the MyChart application and communicated your request.  I will ask her to follow up with you regarding a resolution.

     

    Thank you,

     

    **** *******

    Customer Answer

    Date: 01/26/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

OSF Healthcare System, Patient Accounts & Access Center is NOT a BBB Accredited Business.

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