ComplaintsforCentral Dupage Hospital

• Initial Complaint

  07/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Reported directly to the Central Dupage Hospital emergency room after referral and recommendation from a Northwestern *************** Care physician. I was having SEVERE abdominal pain, could barely walk and stand upright. Spent 9 HOURS in the emergency room. Of that time, I was "treated" for probably a total time of ***** minutes. NEVER recall seeing an actual doctor, only nurses and staff. Had a CT-Scan, ultrasound and bloodwork done. Again, total time being treated was not more than 30 minutes. No solid, conclusive reason for the severe pain was found. I left the emergency room in the SAME severe pain that I arrived, 9 hours later. The staff was not able to conclusively provide me with any VERIFIED reason for the pain. They said it was "muscular-skelatal". I've had pinched nerves, pulled and strained muscles in the past and this WAS NOT THAT. Having never actually been seen IN PERSON by an actual Doctor, that I recall and having left in the same exact condition that I was in when I arrvied, the hospital saw fit to bill the insurance company $ *********. Of that $13,969.70 was "adjusted". The hospital has the nerve to now ask me for an additional $646.00. I feel, based on the "care" that I received that this is unjustified as there was no VALIDATED, proven diagnosis and I was not actually able to speak to a doctor. I'm requesting that the hospital waive the remaining balance for this visit.

  Business response

  07/15/2024

  Good day, 

  ************** had previously complained about this date of service and received a response letter sent in late June, sent to him directly. The referenced correspondence is not attached to this response as it contains PHI and we do not have the appropriate release of information to share that letter. 

  In brief summary, during the course of care on the date of service in question, the patient was thoroughly evaluated, and life-threatening conditions associated with his presenting symptoms were ruled out. As there was no life-threatening condition present, he was appropriately referred for outpatient follow up with a primary care provider. The previous review findings communicated to ************** do stand. 
  

  Thank you for the opportunity to respond to ****************** concern.

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

  Customer response

  07/15/2024

   
  Complaint: 21988764
  
  I am rejecting this response because:

  It is not a question of whether it was a life threatening condition, I was referred to the emergency room from a Northwestern Medicine urgent care physician.  The issue is the quality of service provided for the money - the EXCESSIVE wait times, the lack of the ability to speak to an actual doctor, the fact that I left the hospital in the SAME excrutiating pain condition I arrived in, and, the fact that the hospital was ALREADY PAID by the insurance company way more for this level of "service' than they should have received, again, given the quality of the care and wait time. 

  The hospital has already received a substantial payment from the insurance company for this visit.  The thing that REALLY bugs me is the fact that there is no offer to reduce the bill AT ALL.  The staff that day FULLY acknowledged the wait times were very excessive.  There should have been more staff called in.  In my opinion, there should be some level of understanding and compassion to the patients who were in that day, not just a full on money grab of every ***** of profit with no regard to the level of care that was provided or the excessive wait times.  **** NEVER utilize Central DuPage Hospital again and will encourage everyone I know NOT to do so as well if this is how they treat their patients.

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

  Business response

  07/16/2024

  ****************** displeasure with the response is acknowledged. 

  Unfortunately, wait times and care timelines in the ******************** can be prolonged at times. Appropriate steps are and were taken to mitigate delays by placing orders and completing diagnostic testing based on symptomology in the triage process to evaluate for life threatening conditions. While the wait times on this date of service were prolonged, ************** was determined to be clinically stable and was triaged accordingly. ************** received care appropriate to his presenting symptoms. The out of pocket charges for this visit are the co-insurance assigned by his insurance provider. 

  Thank you for the opportunity to review this concern. This correspondence has concluded our response on this matter. 

  Kind regards, 

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

  Customer response

  07/17/2024

   
  Complaint: 21988764
  
  I am rejecting this response because:

  The care provided was not in line with the amount charged.

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

• Initial Complaint

  10/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have developed a neurological disorder and it was suggested I get a CPAP machine after a sleep test. After consulting with my physician it became clear that this machine would not in fact help my condition.I have been getting billed for this machine and i have been trying desperately to get in contact to return the device to Premier to no avail. I believe Central Dupage is responsible for this billing for referring me to get a device that does not help me.Please work with me and or Premier Medical Equipment to eliminate this **** and return the device.

  Business response

  10/06/2021

  Thank you for contacting us on behalf of ************. 

  I have reviewed his record and it appears that the sleep study was done through Duly Health (formerly DuPage ************** which NM has no oversight for. I suspect working with ordering physician and the home health agency which manages the equipment will be the avenue to address this. 

   

  I will follow up with ************ on 10/7/2021, to inquire as to which the physician ordered the sleep study and machine. Thank you. 

• Initial Complaint

  08/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have contacted NMs billing department on 3 separate occasions requesting a UB-04 from my recent delivery stay. I was told it would be sent to me by 3 different reps. I finally reached a supervisor who said they would not be sending me a copy and refused to explain why. I am needing it to submit a claim to my employer so I can receive payment from my Hospital Indemnity policy, so that I may pay my **** at CDH. The supervisor in billing said someone else would call me back. They did not. I reached out to my OBs office directly as was told the office manager would reach out to me by end of day. She did not. I sent an email and also did not receive a reply. Without my UB form they are preventing me from filing a claim and receiving payment on my policy. Without this payment my deductible and outstanding balance with the hospital cannot be waived. If they are preventing payment my balance needs to be waived.

  Business response

  08/11/2021

  Hello, 

  This complaint was shared with NM ***************** Services for follow up. I received confirmation from PFS, that they have mailed the requested documents today and left the patient a voicemail sharing this and a direct number to call should she have any further questions or concerns. 

  Thank you, 

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

  Manager, Patient Relations

  Customer response

  08/16/2021

   
  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.
  
  Sincerely,
  
  ***********************

*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. ↩