Complaints

This profile includes complaints for FirstHealth Moore Regional Hospital's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  FirstHealth Moore Regional Hospital

  155 Memorial Dr Pinehurst, NC 28374-8710

• 

  FirstHealth Moore Regional Hospital

  PO Box 3000 Pinehurst, NC 28374-3000

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.

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  They walk around like Covid still isnt a thing by having patients using dirty wheelchairs and cross contaminated blankets as anyone can just walk up and grab one out the pile at the front desk. The staff are rude talking about patients without an ounce of empathy and humility. I have been here since 1:44am and it is now 5:33am and guess what I am still in the waiting room which is filthy. I was checked on once since Ive been here. I came in complaining of chest pains and experiencing visible tachycardia in my EKG which is the only thing they have done since Ive been here. Plus I have a double ear infection. 6:40am will mark 24 hours being awake for me and I still have to work today. These people should be ashamed. If you dont have the beds turn people away to a hospital that does if they are non emergent. Last but not least a man is coughing up a storm in the waiting but not one person has given him a mask to wear in case of covid. Another lady who has been waiting as long as I have just left shaking and in tears without being seen because we cannot get an ETA on when will can expect to be seen.Update: I finally had to leave at 6 AM in order to not be too tired to get myself safely back home. This hospital is dangerous and is playing with patients lives and safety.

  Business Response

  Date: 08/15/2024

  On behalf of FirstHealth of the Carolinas, we would like to thank you for submitting your concerns through Better Business Bureau regarding your recent experience at FirstHealth Moore Regional Hospital ********************* Please know that FirstHealth takes treatment of its patients and their privacy  very seriously. Due to the ******************** Portability and Accountability Act (HIPAA) we are unable to respond to patient concerns online. However, we welcome all our patients to address any concerns or requests for information about their care with us directly by contacting the patient advocate at ***************.

• Initial Complaint

  Date:01/26/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I was seen by provider at first health convenience of hamlet ** on 1/24/2024. I was given tests for RSV-FLU-COVID. I received test results this morning stating that I was positive for COVID.At 8:12am on today I spoke with ******* and inquired if I could get a prescription and she shared the provider that seen me doesnt work on Fridays and would need to alert another provider.At 9:00am ******* called me back stated the provide couldnt prescribe me medication for COVID because I was on birth control Tri-Sprintec This is unacceptable they are billing my BCBS state health plan but not providing proper care.

  Business Response

  Date: 02/01/2024

  Good Morning

  As a response to complaint code 62272602A3702, FirstHealth *************** Leadership has taken the following steps:

  The Clinic Manager spoke with the patient on 1/26/2024; the Medical Director spoke with the patient 1/30/2024. 

  Moving forward, workflows have been implemented to ensure timely response to patients with questions and/or concerns. **************** standards have been reviewed with all parties involved and computer based learning modules on how to improve communication and customer service have been assigned to all parties involved. The management team will monitor newly implemented workflow and customer service for the next 90 days and make adjustments for improvement as needed. 

  FirstHealth's mission is to care for people. Our sole purpose is to serve our communities by providing quality medical care with kindness and empathy. We apologize for this patient's experience and will work diligently to improve our care delivery. 

  Thank you for the feedback and allowing us the opportunity to respond. Please let us know if you have any questions or concerns. 

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I checked in the emergency room Monday, December the 18th and it's currently 3 am on Tuesday, December 19th and I have yet to be seen! It has nit been packed with people. This is totally unacceptable! What is going on with the *** I know the Dr's are contracted with a outside contractor! Yall need to fix this!

  Business Response

  Date: 01/02/2024

  On behalf of FirstHealth of the Carolinas, we would like to thank you for submitting your concerns through Better Business Bureaus website regarding your recent experience at FirstHealth. Please know that FirstHealth takes treatment of its patients and their privacy  very seriously. Due to the ******************** Portability and Accountability Act (HIPAA) we are unable to respond to patient concerns online. However, we welcome all our patients to address any concerns or requests for information about their care with us directly by contacting the patient advocate at **************. 

• Initial Complaint

  Date:08/24/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I am the bill payer for my dad who is in an assisted living facility. I am being sent a bill for $218 for services rendered over 13 months ago in July 2021. I have a receipt email from First Health Moore Reg, dated 5/16/2022 stating my dad's account is paid in full. These people are in my opinion practicing predatory practices on the elderly. Dad is 87 years old and has always paid his bills. Since September 2021 I have been in charge of his bills. I know his bills are paid. But 13 months after the fact these predators are charging for some erroneous charge that that can't hardly explain. I have the email "PAID IN FULL" 5/16/2022. and they keep harassing my family. This needs to stop

  Business Response

  Date: 08/29/2022

   

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

  For the last several months FirstHealth worked with the patient's insurance carrier for payment. Insurance carrier originally denied the claim one month after the service was provided. Insurance provided payment on 05/23/2022, nine months after the original claim submission.

   

   

  Patients are not billed for the date of service during the appeal process of a denial as it the patient's insurance under contract with FirstHealth to determine the patient responsibility. Any other resolved dates of service paid by the insurance payer are billable to the patient. In this case the patient had other services billed on his 05/13/2022 statement that did not include the account under appeal to the insurance. Payment was made by patient's son to satisfy outstanding balance on May statement that would qualify his statement of outstanding balances as PAID IN FULL. Hence, patient's son has a receipt that states PAID IN FULL.

  Once the case under appeal was paid, FirstHealth was able to send a statement for the patient's responsibility set forth by his insurance carrier. While FirstHealth desires to have insurance claims filed and paid, it is not always the case. As a courtesy, FirstHealth will adjust the patient balance.   Thank you, ***** ******** Patient Accounts

  Customer Answer

  Date: 08/30/2022

  
  Complaint* ********
  
  I am rejecting this response because: This was never explained to us. What is their terminology of adjust the bill ?
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 08/30/2022

   

  Good afternoon,

   

  FirstHealth has written the balance off to zero.

   

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

  Customer Service Supervisor

   

   

  Customer Answer

  Date: 08/30/2022

  
  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, I think this was a fair decision by First Health. My dad owes them nothing and will never be in that facility again
  
  **** *******

• Initial Complaint

  Date:06/02/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I have inaccurate items on my credit report that I disputed and I never got the results within 30 days. According to 1681i this account is in violation and reported without valid evidence. FIRST HEALTH OF THE CAROLINA 7PD** $700.00

  Business Response

  Date: 06/16/2022

  I received the customer complaint from ****** ******-Complaint ID ********.

  
  

  FirstHealth would like to respond in this manner:

  
  

  -Patient ID was scanned on the date of service

  -Authorization for treatment was signed

  -Patient was informed of his payment options at discharge

  -There is no documentation of receipt of request for validation of debt

  
  

  As resolution- Mr. ****** will receive itemized billing of his debt at the address provided in the letter.

  
  

  Thank you for your time.

  
  

  
  

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

  Customer Service Supervisor

  FirstHealth of the Carolinas

  P 910-715-7017

  F 910-715-1026

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

• Initial Complaint

  Date:06/01/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I am trying to file a complaint with FirstHealth Moore Regional Hospital in *********, NC. I gave birth to a baby on October 22, 2021 at the hospital. When being admitted, I submitted my insurance information and opted for an epidural, which I had to sign stating I was aware of the risks and still wanted to proceed with receiving the epidural. After giving birth, I receive a bill in the mail for $3000 for my epidural. After further investigation, my insurance company ******* **********) told me that the Anesthesiologist was directly billing me because they do not accept my insurance (they are out of network). Through my time making formal appeals through insurance and the anesthesia company (which are being denied), I have been made aware that I have a debt collection agency coming after me now. I went to the hospital's financial/billing department, because I was at an in network hospital yet assigned an out of network anesthesiologist, and was told that ********* Anesthesia Associates was the only anesthesia company in the area ("they have the monopoly of the area") therefore I have to pay the bill. I was at an in network hospital. I was never told that the Anesthesia company was not in my network and that I would be charged for their services. This is unethical for the hospital to basically wipe their hands and say sorry, we're not responsible. I should have been made aware of the in network hospital having an out of network anesthesiologist on staff, because my decision would have been different. I am fighting this bill through insurance, the hospital, and the anesthesia company. It is unethical the was the hospital is handling this and they need to be held accountable.

  Business Response

  Date: 06/03/2022

  Ms. ******** received services at FirstHealth for which she received facility charges. She also received services by ********* Anesthesia, an independent contractor. As a separate entity, FirstHealth only manages contractual agreements within the FirstHealth organization. I have previously contacted ********* Anesthesia for Ms. ********* The representative informed me that she would handle Ms. ********** concerns. Again, I am willing to contact ********* Anesthesia in an effort to assist in a resolution.

   

  Sincerely,

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

  Customer Service Supervisor

  Business Response

  Date: 06/06/2022

   

  Good afternoon,

  After two phones call to ********* Anesthesia and requesting to speak with a supervisor:
  

  Ms. ******, supervisor ********* Anesthesia, has applied the UHC allowable amount to the charge.  A new revised statement will be sent.

  Ms. ****** also informed me in March on 2020, UHC chose not to contract with several anesthesiology clinics and in response ********* Anesthesia began contacting patients by phone and letters to discuss the procedure of handling UHC clients.  She does not know what happen in this case with notification but has corrected the issue while we were speaking.

  Best Wishes,

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

   

  Customer Answer

  Date: 06/06/2022

  
  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.
  

  Thank you so much for looking into the issue and finding where the “problem” originated from so that the issue hopefully will not happen in the future for other clients. 
  
  Sincerely,
  
  ****** ********