ComplaintsforCaroMont Health

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 13, 2024, I was seen in the Caromont Health ** for lower left quadrant pain. The ** physician ordered lab work and an abdominal and pelvis **. The ** results were all "WNL" (within normal limits), so I was discharged from the ** with an unknown source of pain and a virus. We requested another physician that we know review the ** images. This physician contacted me the same day and advised that I needed to follow up with my GYN for something on my left ovary. This was not the ** physician or radiologist. I filed a complaint with Caromont for the radiologist missing this growth. ************ and **************** both contacted me from Caromont Health. ***** stated the ** was for life-threatening emergencies and that I was advised to see my PCP. I told him my PCP would have only reviewed the ** report because the images are not available to him so he would have said the same thing. *************** said they would use this as a teachable moment and review the error with the radiologist. A letter received from *****************, Caromont Health stated that **************** explained to me that this growth on the ** could not be seen by the radiologist which was incorrect. **************** and I did not have this conversation. Furthermore, the radiologist missed this growth, but my physician was able to view it. I followed up with my gyn and have since had a total hysterectomy because of this growth. I am a breast cancer survivor and am concerned this could have been a bad outcome for me had I not had someone else review the images. I have requested that the hospital write-off my balance due, but they said no - this would be used as a teachable moment to help make this misdiagnosis right.

  Business response

  07/31/2024

  I have reviewed the reported information along with our documentation of the follow up with the complaint that **************** filed.  **************** reported following up with **************** and this information was used by our Clinical & Patient Affairs ******** ****************** to respond.  **************** found that the treatment was appropriate and a billing adjustment was not indicated.  This information was communicated by **************** and it appears that **************** is in disagreement.   **************** noted that this information is used to provide feedback to providers regarding patient experiences, outcomes, etc.  He did not indicated that there was misdiagnosis.  We also communicated this to **************** in writing per our policy.  **************** notes that **************** called him back regarding these findings and we believe this was after she received this communication in writing.  He reports that he once again communicated his findings and noted that a billing adjustment was not indicated.  **************** reports that **************** hung up on him during this conversation.  We have reviewed the information provided by **************** and the care that was provided and do not recommend a billing adjustment.  We are sorry that **************** remains dissatisfied with our findings.

  Customer response

  08/01/2024

   
  I am rejecting this response because: 

  I am unsure where ******************** got his information about me hanging up on ****************.  I need to clarify that the statement regarding me hanging up on **************** is not accurate. I did leave *************** a message and he did return my call.  I explained to him that the letter I received from ********************* was incorrect in stating that he told me the ** was interpreted correctly noting a 2 cm cyst is not typically visible. I advised *************** as I have done previously that another physician viewed the ** and saw this cyst. This physician then contacted me to advise me to follow up with my ***.*************** agreed that he did not say that and that he would follow up with ************* to get this incorrect statement corrected.  The conversation was cordially discontinued although we disagreed, and I advised him I would do additional follow up with others to get this rectified.
  My diagnosis in the Caromont ** was incorrect as the *** pain was being caused by the cyst on my left ovary. The radiologist at Caromont failed to detect it on the **, so I was discharged from the ** with an unknown cause of pain. It is unknown how long the source of the pain would have gone undetected since the ** was WNL  (within normal limits) had I not requested another physician review the **. This physician discovered the cyst and advised me to follow up with my gyn immediately.
  Caromont needs to do their due diligence to get this rectified with me.  I do not agree that neither me or my insurance company should be billed for the ** scan or the radiologist.  I have requested that this be written off since the radiologist did not detect the cyst and another physician did on that same day.  
  

  
  

  Business response

  08/01/2024

  I am sorry this this consumer remains dissatisfied.  I have reviewed our response and our findings do not warrant a billing adjustment.  We really have no further to add regarding this matter.

  Customer response

  08/01/2024

   
  I am rejecting this response because:

  I disagree with Caromont decision as this pain was not diagnosised in the ** because the radiologist did not detect the cyst.  It is concerning that another physician who was not a radiologist saw the cyst on the ** and notified me after I had been discharged from the **.  I believe this is considered malpractice because it is unknown how long this would have gone undetected since the ** was "WNL" within normal limits.  Fortunately it was detected by another physician and I have since had a total hysterectomy given my prior medical diagnosis of breast cancer.  I am thankful the cyst was benign, however this could have gone differently had it not been diagnosised.  I will continue to pursue this issue with the BBB and legal counsel.  

  
  

  Customer response

  08/01/2024

   
  I am rejecting this response because:

  I disagree with Caromont decision as this pain was not diagnosised in the ** because the radiologist did not detect the cyst.  It is concerning that another physician who was not a radiologist saw the cyst on the ** and notified me after I had been discharged from the **.  I believe this is considered malpractice because it is unknown how long this would have gone undetected since the ** was "WNL" within normal limits.  Fortunately it was detected by another physician and I have since had a total hysterectomy given my prior medical diagnosis of breast cancer.  I am thankful the cyst was benign, however this could have gone differently had it not been diagnosised.  I will continue to pursue this issue with the BBB and legal counsel.  

  
  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was visiting another state and got hurt. I went to emergency for care and gave the hospital my insurance coverage which is active. I told them im unemployed and now they are charging me $645.00 for care and $60 on another bill for an x-********* dont have money to pay them when I gave them my ******** card to show I had insurance. please help me resolve this matter. thank you

  Business response

  03/20/2024

  CaroMont Regional Medical Center has submitted a claim to the patient's insurance for the emergency care provided and at this time, no payment or denial has been received. Until a response is received, we are unable to confirm if the patient will have any out-of-pocket costs payable to CaroMont. In review of the attachments provided, the bill the patient received is from ****** Physician Services which is a bill from the doctor that treated the patient in the emergency room. The doctor's charges are not included in the CaroMont bill. The complaint also refers to a $60 charge for X-rays which would indicate the patient has also received a bill from ********************** for the reading/interpretation of radiology images. It is our recommendation that the patient contact ****** Physician Services at ************** and Gason Radiology at ************** regarding the bills received. If the patient has any additional questions or concerns with the CaroMont bill, our billing office can be reached at ************.

    

   

  Customer response

  03/21/2024

   
  I am rejecting this response because: I gave them my insurance either way I dont have any money I am unemployed.
  
  

  Business response

  03/21/2024

  I'd like to reiterate that the bills referenced in the complaint are not from CaroMont Health.  I would encourage the consumer to contact the phone numbers provided for ****** Physician Services and ********************** to confirm that they have filed the insurance.  The consumer can also contact CaroMont Health at ************ for questions regarding the CaroMont bill.  As of this time, we are waiting for insurance to process the CaroMont claim. 

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  1.1.2023 I lost my ********************************* I sent my ******* ************************************ at Caromont ********** a message through the Caromont Online Patient Portal on May 21, 2023 explaining my situation as I had prescriptions expiring. My message requested the instru ctions on how to handle this in the most frugal way as I would be a selfpay. His response message also through the portal was to call the business office and they could "give me a break down on prices". ****************** message was sent on June 1st. I called the business office within the week and spoke with their employee ******** and she quoted me 163.50$. On July 24 I sent another message to ************** explaining I had spoke with ******** and the amount of $163.50 was mentioned in the message. On the day of the telemed appointment (July 26). I was contacted by someone before the appt. and told the cost would be $117.50. I explained to this person that ******** had quoted me $163.50. She assured me that 117,50 was correct. I paid $117.50 at that time before the visit. I was then billed 242$. Copies of all messages are in the portal. I have been told repeatedly I would hear from the office mgr. Nothing. I have called/messaged repeaedtly and nothing. Just ignored. I expect Caromont to charge me the price I was quoted by ********.

  Business response

  10/30/2023

  Thank you for bringing this to our attention.  Our patient was initially quoted an estimate of $163.50, which is a mid level visit charge.  The visit level performed ended up being a higher level and the final charge was appropriate and billable.  However, the $117.50 should not have been quoted and therefore we will adjust the charge to total $163.50 and the balance will be $46.00.  Thank you,

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

  Senior Director, Revenue Cycle

  Customer response

  11/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  04/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 8th 2022 I had a physical, and had a follow up about a month later to follow up with a medicine Id been prescribed due to finding a health concern. Ive been to this office multiple times since as have my wife and daughter.Today, April 25 2023 I was told I have a balance on my account (from the above mentioned dates). First time it had ever been mentioned to me. Never received any communication related to these, I was also told it had already been sent to paragon for collections. I contact my insurance who informed me they submitted two claims for April 8, a physical and an office visit, so they double billed! Tried getting incontact with billing office but they want an account number off the statement that I never received. So not sure what to do now.

  Business response

  04/27/2023

  Date of service 4/8/2022 has been reviewed by our coding and billing departments. 

  **************** was sent five statements for the balance of $30.00 for this date of service.  The statement dates are as follows:  4/26/22-electronic statement sent to patient's MyChart, 5/31/22-electronic statement sent to patient's MyChart, 7/5/22-electronic statement sent to patient's MyChart, 8/9/22-electronic statement sent to patient's MyChart, 9/13/22-paper statement sent to ************************************************************  The patient was sent to ************************* for the $30.00 balance from date of service 4/8/22 on 10/18/2022.  

  Our coding department reviewed and responded with the following: "patient was seen for a physical exam, all criteria are met for the physical.  Provider also addressed acute back pain and wrote a prescription.  Coding is correct. There are specific criteria for an annual physical.  Any acute conditions, or chronic condition that is not stable, that are addressed will result in an office visit E/M being reported. 

  Insurance paid on both visits for date of service 4/8/22, the physical and the established visit, so this is not "double billing".  The $30.00 balance that was left is the patient's copay.

  The final determination is that charges and balance are correct and the $30.00 will remain patient responsibility.

  Thank you,

  ***********************, Manager, Corporate Business Services

  CaroMont Health

   

• Initial Complaint

  03/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was treated in the ** last year at Caromont after experiencing a medical emergency. After treatment, I contacted Caromont to request to be put on a payment plan. I provided my banking information for them to take out money monthly. This apparently did not happen. Now, Caromont has sent my account to a collections company, ********************* ("Paragon"). I've filed a BBB complaint against Paragon this morning because they have been contacting me using an auto-dialer without my express consent, which is a violation of the Telephone Consumer Protection Act (47 U.S.C. 227 Telephone Consumer Protection Act) (TCPA). I have several identical voicemails from Paragon proving this violation.Due to the harassment and TCPA violations made by the collection company, Paragon, on behalf of Caromont, I would like to request the following:(1) Caromont recalls the medical account related to this complaint back from Paragon;(2) Caromont agrees not to assign the medical account related to this complaint to another collection agency; (3) Caromont considers the medical account related to this complaint satisfied; and (4) Caromont agrees not to furnish the medical account related to this complaint to the consumer reporting agencies.

  Business response

  03/30/2023

  I spoke with ****************** by telephone and addressed his concerns with his account.  I recalled the account from collections and restarted his payment plan as requested. 

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was given another patients paperwork, that states their name, date of birth, address and Medication list. Which is against HIPPA policy. When I called to ask about where my paper where and if the other patient got mine, I was told that mine were still there to come and get them , and if I could bring the other patients papers that they gave me with me so they can dispose of them that way they didnt get in trouble. They sent my medicine to the wrong pharmacy and gave someone else my papers. Also, while waiting in the lobby, a patient died due to lack of care. While standing in line for registration you could tell the patient was having a seizure , no one reacted, spoke up nothing until the patient was already unconscious, the patient died due to lack of medical care and poor medical training. They then as nurses , told me all about the patient and that she was having a seizure and died, and then proceeded to talk about the family member who brought her in , jokingly sayin well she shouldve been more concerned or said something instead of going outside to her car, I cant do anything if youre careless and stupid

  Business response

  12/20/2022

  Thank you for bringing Ms. ********* concerns to our attention. CaroMont Health takes all patient's concerns very seriously. The safety and privacy of our patients, visitors and staff is always our top priority.

  A thorough investigation has been completed. Our investigation did confirm that ******************** was mistakenly given documents intended for another patient. This was unintentional and corrective action has been taken and appropriate reporting actions to comply with state and federal requirements have been made.

  We have been unable to confirm the claim of lack of care as it relates to another patient in the waiting room. An audit of medical records for patient deaths was performed and the care provided to these patients was appropriate and timely. 

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  CaroMont billed me for $106.05 in mid Sept. I promptly paid by check on 9/22.my check was deposited and had cleared by my Oct statement I received on Oct 14. Approximately Nov 1 Caromont billed me again and claimed they never received my check. Every time the same occurs. They are rude and I do not appreciate the way they conduct their business. I have been told by an insider that they do this because 48% of people will pay again rather than go through the hassle. This is so wrong!! I am sending proof of my payment. They claimed they would have to review and get back to me which they have not contacted me whatsoever. Why should I have to be reviewed when I furnished them proof just as I am sending you??

  Business response

  12/06/2022

  CaroMont Health did receive, cash, and post the check received from *********************** for $106.05.  The check did not provide information requesting where or which account it should be applied.  Therefore, the cash poster made her best judgement as to which account to post the payment and it was an error. The patient received a bill in October and called CaroMont to discuss.  When CaroMont was notified of the issue it was corrected.  

  We do not have any insider at CaroMont that could say that we do this because 48% of patients will pay again rather than go through the hassle.  I oversee Revenue Cycle at CaroMont.  We follow honest and ethical practices because that is how we want to treat our patients and customers.  In addition, we follow federal and state laws that relate to billing and collection practices and have outside auditors review annually.  Thanks!

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

  Senior Director, Revenue Cycle

  Customer response

  12/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

*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. ↩