ComplaintsforAllina Health Systems

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  One of the more egregious things I witnessed while my mother was being cared for in the intensive care unit at United Hospital was the nurses technique with IV lines. At one point, a nurse disconnected the IV tubing from her IV hub. At that point, the nurse draped the IV tubing over the infusion pump. She administered a medication directly into the hub of my mothers IV without scrubbing the hub. While doing so the draped IV tubing fell to the floor, where the distal end of the tubing came in contact with the ground itself. The nurse proceeded to pick up the tubing and reconnected it to my mother.Another instance of grave, patient safety concern is the nursing staffs lack of regular repositioning. As a result of her medical state, my mother was unable to reposition on her own. Often nurses would go for 4+ hours without repositioning her. She complained of pain on the side of her body that pressure continually was put on. Nurses did not reposition appropriately, and there were entire shifts (8hrs) at times where her repositioning needs had gone completely unaddressed.As a whole, the nursing staff seem to be lacking in experience. There were several instances where we witnessed the charge nurse ***** berate and belittle the staff. As a patient family member, bearing witness to such unprofessional behavior, produced a foundation of mistrust in the hospital. While we asked multiple questions, approached the charge nurse on several different instances, and made simple requests, we consistently came up empty handed. From the lack of knowledge about her medical state such as what was her white count this morning, to did she eat dinner

  Business response

  09/12/2024

  Dear **************,

  In response to the complaint filed with the BBB,the hospitals ************ Manager visited the patients room and spoke with her son to address each of the concerns raised.  If the patient or her son have any questions or any further concerns, we invite them to contact the United Hospital ************ Liaison at ************ or the ************ Manager at ************. Because we do not have an authorization for release of information to the BBB we are unable to disclose any information about that conversation.

  Sincerely,

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

  Allina Health

  Customer response

  09/12/2024

   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.

   

  The issues are still ongoing  The day nurse today, 9/12 was highly unprofessional and demeaning and rude.  We called to speak with her because we are unable to reach *** and she was condescending and unwilling to help.  She also said things that directly contradicted what the doctor and PT said yesterday and when we tried to clarify, she shut down the conversation. 
  

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 28, 2024 I took my two children to the Allina Health *********** Greenway clinic because one of them was suffering from a severe sore throat and another child they had been in close contact with had tested positive for strep. Though only one of my children was presenting symptoms of strep throat the physician took both my children's ********************* and swabbed my non-symptomatic child for strep as my child who was showing symptoms would not let the doctor swab their throat because they were in severe pain. My child's test result came back positive so the doctor was able to assume the other child had strep as well based on the symptoms and he prescribed antibiotics for both children. The visit lasted about 20 min. I was billed $532.50 for each child plus $56.70 for the one strep test for a total of $1047.48 after my insurance adjustment of $74.22. I find this to be an exorbitant amount of money to be charged for such a short simple visit and had I been informed of the cost of the visit prior I would not have agreed to the services.

  Business response

  08/26/2024

  Dear **************

  This is to advise you that I have spoken to the patient and have provided a response to her concerns. Because we do not have an authorization for release of information to the BBB, our detailed response has been provided to only the patient at this time. If you or ********************** have any questions, please feel free to contact me at ************. 
  
  Sincerely,
  ******************
  Allina Health 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This complaint is regarding Allina's collection and payment application processes. I want to have BBB advise Allina to apply payments to oldest bills. Our ******** did get delinquent, but a payment of $250.00 was made in early July. Allina applies the payment to current bills first, then sends account to collections after the payment was made. We then made payment of $118.90, which was applied to a current bill. Then a payment for $420.50, which was not applied to most delinquent bill. After paying current bills, their system still said we were past due. After working in mortgage collections for 30 years, I know a business is supposed to apply payments to the past due month's invoices first. This is common practice. Allina's practice is to force collections even if partial payments have been received. I think their policy and procedure needs to change, and then re-program their systems to always apply payments to the oldest amounts due. They sent our account to collection agency after payment of $250.00, then continued to threaten collections until the entire account was paid in full. We would like a correction to credit history that account was sent to collections in error. Thanks.

  Business response

  08/13/2024

  Dear **************,
  
  This is to advise you we have provided a written response to her concerns in a letter being mailed to her today. Because we do not have an authorization for release of information to the BBB, our detailed response has been provided to only the patient at this time. If you or **************** have any questions, please feel free to contact me at ************. 
  
  Sincerely,
  ************
  Allina Health 

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My primary physician was ***************************. I have ******** with a PPO. I visited ************** before he retired in December 2023 and I was still part of Allina Health. I only had a blood test. No physical, which is covered under my UHC plan. I have not seen and member of Allina Health since May 24, 2023. However, I continue to get bills from Allina Health. I have called number ************ . I got apology letter, but still got bills for something that did not happen. Not sure why Allina Health does this. I was told several times there was a zero on my account, but later got another bill for unknown reason

  Business response

  08/06/2024

  Dear **************,

  This is to advise you that I have spoken to the patient and have provided a written response to his concerns in a letter being mailed to him today. Because we do not have an authorization for release of information to the BBB, our detailed response has been provided to only the patient at this time. If you or ************ have any questions, please feel free to contact me at ************. 

  Sincerely,

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

  Allina Health 

• Initial Complaint

  03/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I accidentally typed two sevens on paying a medical bill of $79.94 from my checking plus account, resulting in a payment of $779.94 on December 12, 2023. I have called a total of 6 times since then, trying to get the balance of my money returned to me. I was told I had a hospital co-pay of $150, and I agreed to have that taken out of the return, resulting in a repayment of $550. I have been told repeatedly that the money is being returned, but it never was. I was told the money would be returned to my bank checking account in 3-5 business days. The last two times I called, I was told a check would be sent to my address in St ****, even though I am in ******* until May 1st. I was also told I would be sent a check for only $264.98, due to additional medical charges. I have not yet received evidence of any of these charges and did not authorize any of them. I consider them stolen, as they were kept without my knowledge or permission. I have never seen any bills. They told me that since I they had my money to cover these bills, they didn't have to send a statement and just took the money (without permission.)I want the balance of $286.02 returned to me, along with any additional bills and statements. I also want an apology for the delay of almost three months for only a partial recovery. I am furious with their lies and incompetence.

  Business response

  03/04/2024

  Good morning,

  In response to this concern, Allina Health ******** Service Supervisor has contacted the patient and provided a resolution which we hope meets with her expectations.  We are not able to share the detail of the account handling with the BBB due to the strict laws that protect patient privacy.  Should the patient have any further questions, she may contact the ******** Service Supervisor at the phone number that was provided.

  Sincerely,

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

  ******** Service Manager, *******************************************

• Initial Complaint

  02/22/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 1/9/24, I attended a yearly ********* with my primary doctor. This is historically covered 100% by my insurance. I was surprised to receive a bill of $134.96. I spoke to Allina billing. They stated because I spoke to my doctor about an insomnia concern, it became split billing. I was billed for a ********* and an office visit. As I disputed this in discussion, Allina stated this was not a new policy, but their change in enforcing their long term policy. The Allina staff said they are 'cracking down on these types of appointments". I'm quite concerned about a medical provider not wanting discussions on overall well-being in a yearly *********. It is a drastic policy 'enforcement ' change that should be disclosed upfront. I would like the double billing ****************** visit removed.

  Business response

  02/23/2024

  Good afternoon,

  This is to advise you that a detailed letter of response has been sent to ************************** today.  Because we do not have an authorization for release of information to the BBB that is signed by the patient, we are not able to share this detail with the BBB.

  Should the BBB or ************************** have any questions after reviewing the response, you may contact me directly at ************.

  Sincerely,

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

  Customer Service Manager

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

  Customer response

  02/26/2024

   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. Allina removed the split billing charge and my billing issue has been resolved. Thank you. 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i was in net work with ************* but classified our of network .************* visit was may 24 2023. billed me in jan 24and was mistake in wrong net work. Was told it was for xray #NTL ************ by supervisor ************ have zero pay, but charged $70 and put on collections warnings on 1/31/**** *************************** is not a specialist i was in network at the time of my visit with ************** on May 24, 2023. ************** retired in January **** My goal is for Allina Health remove the misclassified billing for $70

  Business response

  02/05/2024

  Good morning,

  This is to advise the BBB that we have spoken with the patient and provided a resolution to his concern.  We are not able to share the detail of the account with the ******************** due to the strict laws that protect patient privacy.

  Thank you.

  *********************
  Customer Service Manager

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

   

  Customer response

  02/05/2024

   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.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ID: ********* October 11, 2023 Routine physical exam.Charged $174.60 for code *********************************** other outpatient visit Wife had pap test and *********** said something seen.After visit summary instruction to follow up with obgyn.After questioning and having the coding reviewed received letter coding correct for split billing.The doctor sees something during a routine physical exam, we get charged for split billing for typing see obgyn, no phone number to call, no doctor name, nothing. Wife was assured everything was covered by insurance with routine physical exam. Trying to contact someone after the visit to discuss the issue is extremely difficult. Call billing and they say send a message in mychart. ******* tells me to contact insurance. Insurance tells me to contact provider. The institution that is intended to provide better health is causing anxiety by charging for not providing any service. Kindly remove the charge.

  Business response

  12/20/2023

  Good afternoon,

  This is to advise you that a letter of response to this concern has been sent by mail to the patient today.  Due to the strict laws that protect patient privacy, we are not able to share the detail of the account with the ********************.  Should the patient or the BBB have any questions, please feel free to contact Allina Health at ************.

  Sincerely,

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

  Manager, Customer Service

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

   

  Customer response

  12/20/2023

   I am rejecting this response because: unless the letter sent removes the charge for $105.77, I would reject this reply. BBB requires 10 days to reply and I have no certainty that the letter sent will arrive in that time or that the letter addresses the concerns of this complaint. ***** was given consent to discuss this complaint by the BBB website, so the reply is not acceptable.
  
  
  

  Business response

  12/27/2023

  Good morning,

  The detailed response to this concern was sent to the patient by letter dated December 20, 2023.  If this is not received within standard time allowed for **** mail, we will be happy to send another copy by mail.  The patient is certainly free to share the detail of this response with the Better Business Bureau.

  While we recognize that the resolution stated in our letter of response may not meet with the patient's expectations, we have nothing further to offer in response to this complaint.

  Sincerely,

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

  Manager, Customer Service

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

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife was out of town with our newborn son and he had what looked like a really bad infection so they went in to urgent care with Alina *********************** They said that it would be covered through our insurance but we got a bill the other day for $225.10. They didnt even have our insurance on file when we called but we found out it wasnt covered out of state a couple days later. We live in ********. The WORST part is that our baby was misdiagnosed with paronychia after the doctor confidently looked at it for less than 5 seconds and we found ourselves in the hospital a couple days later. He told us to soak it in neosporin that didnt work and my wife went to urgent care while I was at work. They told us we needed to go to a hospital because of how bad it looked and I met them there. Thank God he is okay but waiving the $225.10 is nothing compared to what should happen.

  Business response

  11/06/2023

  Good afternoon,

  This is to advise that a detailed letter of reply was mailed to **************** today in response to his concerns.  Due to the strict laws that protect patient privacy, Allina Health is prohibited from sharing this detail with the BBB without the required written authorization for release of information.

  If the BBB or **************** have any questions upon receipt of the written response, please feel free to contact me directly.

  Sincerely,

  *********************, **************** Manager

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

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I feel as if I'm being double billed by Allina. I sign up for payment plans for kids, husband and myself and I keep getting regular bills also. These bills are not included in my payment plan? Then I call and 70% of the time, they don't see a payment plan set up so I keep getting bills sent to collections because I didn't pay them, as they should be in my payment plan. Allina needs to simplify their billing. You go in to see your doctor have to get an x ray and blood taken, and you get four different bills from ***** facilities. Alina ********* ************** ***** ********* and whoever reads the x ray, it's ridiculous. When I call I can never get the same answer, I'm about ready to file bankruptcy. Please help, I can't be the only family.

  Business response

  10/17/2023

  Good morning,

  An Allina Health ******** Service Supervisor has contacted the patient and offered assistance with her billing questions.  He has also provided his direct contact information so that the patient may reach out for ongoing assistance with billing questions and payment plan assistance.  We are not able to share the detail of the account with the ******************** due the strict laws that protect patient privacy.

  We appreciate the opportunity to assist the patient and invite her to contact the ******** Service Supervisor or call our ******** Service Department at ************ with any questions.

  Sincerely,

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

  Manager, ******** Service

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

   

*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. ↩