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Initial Complaint
05/19/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was admitted to the ER on 9/11/2023 and billed for the amount. I started paying the minimum payment ($195) from October to December and then my insurance kicked in and covered the cost. I was told January 2024 that I would receive a refund of $585 (for paying 3 months) and it would take 3 weeks. Mid February rolled around and I didn’t receive my refund, I waited to follow up in March. I called AHN billing on the 22nd of March 2024 and they told me they would initiate the process and I would receive my refund in 3 weeks. I waited another 3 weeks and I didn’t receive my refund. I called again on April 24th, 2024 and they told me they didn’t have any record that my refund was initiated again in March (all calls are recorded, so they said). It has now been 5 months and I haven’t received my refund for the 3 months I paid. I have receipts of my payments, as well as proof that my insurance paid the network. I would like to actually see progress and receive my refund as soon as possible. Thank you in advance
Business response
05/31/2024
5/20/2024
5/20/24
Better Business Bureau
********* ** * ********
Dear BBB,
Thank you for the opportunity to respond to the concerns expressed by **** ****** *** ******** that you shared in an email dated 5/19/2024 and received by the Customer Care Center on 5/20/2024. Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patient and/or their family members.
I understand that *** ****** has the following concerns related to her Services with Allegheny Health Network:
*** ****** had requested a refund totaling $585.00 after her insurance made payment to her outstanding charge. *** ****** has placed numerous calls to Allegheny Health Network regarding the outstanding refund.
PERSON, on behalf of Allegheny Health Network, we would like to thank you for bringing *** ******** concerns to our attention, and for providing us with the opportunity to address them. *** ******** concerns were immediately shared with the appropriate leadership for investigation and follow up. In response to **** ******** concerns, we have determined:
After a thorough review, it was determined that *** ****** is due a refund totaling $585.00. A refund was placed on 5/20/2024 to be sent back to *** *******
PERSON, thank you again for sharing *** ******** concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for her good health and well-being.
Please let me know if you have any additional concerns or require additional information.
Sincerely,
Customer response
05/31/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

**** ******
Initial Complaint
04/19/2024
Complaint Type:
Billing Issues
Status:
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.
I have been consistently going back and forth between Highmark Insurance and AHN regarding a bill from January. Highmark tells me nothing is owed with the exception of a copay. AHN tells me I owe an amount that keeps changing. I have been told this has been resolved but yet I keep getting a bill from AHN. I will explain how the issue was caused as I understand it. I was insured by my ex-husband's employer. Our divorce was finalized in July 2023. I went to get my own insurance and was told I could not because I was still on my ex-husband's policy. I found out I needed a letter from his employer stating my coverage would end. So I waited to receive the letter, which I did receive a few days into November. In the meantime, I needed to go to the doctor for a simple infection. I went to the doctor November 1 unaware yet that my coverage ended Oct 31. The insurance company told me part of the claim was submitted and approved for this visit, but they did not see the rest. They escalated the issue and I ended up receiving a revised bill for a lesser amount but still hundreds of dollars. I was then told by AHN to ignore the bill and that it would be taken care of. Again not the truth since I received yet another bill. I will also note the letter I received stated I would have coverage until January until I found other coverage. Please help to resolve this. I have spent a ridiculous amount of time going back and forth between AHN and Highmark!
Customer response
04/19/2024
From: ****** ****** **********************>
Date: Fri, Apr 19, 2024 at 11:46 AM
Subject: BBB Claim against AHN billing
To: <[email protected]>

Hi,
I just submitted a claim for an AHN billing issue. I wanted to note my married name when I was under the policy was ****** ******* I have legally changed my name back to ****** ******** Policy information is as follows.

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

Please feel free to contact me if further information is needed* ************ Thanks for your help. This has been such a nightmare!
****** *******
Business response
05/03/2024
5/2/2024
Better Business Bureau
********* ** * ********
Dear BBB,
Thank you for the opportunity to respond to the concerns expressed by ****** ******* *** ******** that you shared in an email dated 4/22/2024 and received by the Customer Care Center on 4/22/2024. Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patient and/or their family members.
I understand that *** ******* has the following concerns related to her Services with Allegheny Health Network from 11/01/2023:
*** ******* was insured under her husband’s plan. Upon divorce finalization, she was removed from the insurance plan. She had asked Allegheny Health Network to bill out her rendered services to the insurance. Her cost-share billed has changed and she wants the account resolved as the insurance is to be paying for the services rendered.
PERSON, on behalf of Allegheny Health Network, we would like to thank you for bringing *** ********* concerns to our attention, and for providing us with the opportunity to address them. *** *******’s concerns were immediately shared with the appropriate leadership for investigation and follow up. In response to ****** ********* concerns, we have determined:
At the time of *** *******’s call to Allegheny Health Network, the insurance showed an effective until date on her plan of 10/31/2023. After a thorough review, Allegheny Health Network has submitted a claim to insurance payor for processing and we are currently awaiting their finalization. There is not a balance within *** *******’s responsibility while we await insurance response.
PERSON, thank you again for sharing ****** ********* concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for her good health and well-being.
Please let me know if you have any additional concerns or require additional information.
Sincerely,
Emily M*********
Revenue Cycle Supervisor, Customer Care Center
** ************* *** ************ ************************

Customer response
05/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I just received another bill with an amount due. Can someone please explain to me what is going on? If you need the letter I was sent stating I had until January to find insurance coverage, I am happy to provide it.

Regards,
****** *******
Initial Complaint
01/31/2024
Complaint Type:
Billing Issues
Status:
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.
My insurance company will not cover the prenatal care I received at Jefferson because it is being coded as diagnostic and not routine prenatal care. I had a coding review request and have been informed today that Jefferson is considering that coding as correct and will not make any changes. Under the ACA, things like my gestational diabetes glucose test and eventual testing supplies should be covered. Because of how Jefferson coded them, I had to pay close to $500 for various tests and necessary testing supplies for prenatal care.
Business response
02/09/2024
2/9/2024
Better Business Bureau
**** * ********

Dear Better Business Bureau,
Thank you for the opportunity to address further concerns brought forth by J****** ****** Allegheny Health Network places great importance on the resolution of disputes conveyed by our patients and/or their family members.
We would like to thank you for bringing ******* ******* concerns to our attention, and for providing us with the opportunity to respond. Her concerns were shared with the appropriate leadership for investigation and follow up.
We have identified corrections were needed to her account, which required rebilling to her insurance. If ******* should have additional questions regarding any potential patient responsibility, we encourage her to reach out to her insurance carrier.
Thank you again for sharing ******* ******* concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for her good health and well-being.
Please let me know if you have any additional concerns or require additional information.
Sincerely,
Samantha C***
Revenue Cycle Supervisor
Customer Care Center
Customer Service
4 Allegheny Center, 4th Floor
Pittsburgh, PA 15212
***** ***** ********
Fax (412) 330-5411
Customer response
02/26/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Medical coding for this care has now been incorrectly coded as routine diagnostic when it is care every pregnant woman receives, is routine, and should be protected under the ACA

Regards,

******* *****
Initial Complaint
12/06/2023
Complaint Type:
Billing Issues
Status:
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.
I’ve been a ****** ****** patient with AHN since 2006 and have had the same health insurance the entire time, there has never been any changes to my coverage. Over the past 12 months I keep getting billed for a copay and I HAVE NEVER HAD A COPAY FOR MY ****** ****** COVERAGE. My ****** ****** copay is “$0” period. I have called AHN billing department approximately 10 to 20 times this year about this problem and told them exactly what they are doing wrong according to my Higmark Insurance provider. They continue to bill the insurance company with the wrong modifier which generates a $30 copay bill to be sent to me. How incompetent can they be? I’m tired of calling them every single month
Business response
12/18/2023
12/18/2023
Better Business Bureau
********* ** ********
**** ********* *****
Thank you for the opportunity to respond to the concerns expressed by ******** **** ** ******** that you shared in an email dated 12/6/2023 and received by the Customer Care Center on 12/18/2023 Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patient and/or their family members.
I understand that *** **** has the following concerns related to her Services with Allegheny Health Network from 6/6/2022 through 11/16/2023:
*** **** received statements advising of a co-pay due for services her health coverage benefits processed with no cost share applied towards a co-pay. ******** **** has made attempts to resolve the balance due with little resolution from the customer service department.
We would like to thank you for bringing ******** ****** concerns to our attention, and for providing us with the opportunity to address them. *** ****’s concerns were immediately shared with the appropriate leadership for investigation and follow up. In response to *** ****’s concerns, we have determined:
After a thorough review, it was determined *** ****’s Highmark Insurance is reprocessing the claims for her service dates of 6/6/2022 through 11/16/2023 as they did not process correctly towards her benefit.
Thank you again for sharing ******** ****** concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for her good health and well-being.
Please let me know if you have any additional concerns or require additional information.
Sincerely,

Samantha ****
Revenue Cycle Supervisor
Customer Care Center
Customer Service
4 Allegheny Center, 10th Floor
Pittsburgh, PA 15212
***** ************** *** ***** ******** *********************
Initial Complaint
09/06/2023
Complaint Type:
Product Issues
Status:
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.
To whom it may concern, This letter is in regards to my daughter, ****** *********** ***, visit to Grove City Hospital ER visit on November 26, 2022 AHN accoun* ********** November 20, 2022 ****** was a patient at Family First Swift Care (New Castle, PA) with symptoms of fever, runny nose and lethargy. The flu/covid rapid test. The results were negative, however I was told as it is a rapid test, it was still most likely the flu and to treat the patient as such. Almost a week later ****** was feeling worse with a very deep and consistent cough that could not be suppressed with over the counter cough medications. The purpose of the ER visit was to reconfirm any diagnoses and suppress the cough. The ER Dr. M******* introduced himself. After explaining the situation and the aforementioned urgent care visit I was simply met with “it’s the flu take some Robitussin and go home”. I had to ask for the doctor to check for fluid in her lungs. At no point in this visit was I offered a flu test, a covoid test, fluids, or antibiotics. I was dismissed as an overly dramatic mother. I filed this exact complaint in an email survey days later and assumed that is why I never received a bill. The bill (bill ID *************** for this visit is 10 months late. My intentions are to dispute this bill, in the amount of $150.00, due to the complete lack of patient care. Regards, ***** *******
Business response
09/26/2023
September 14th, 2023
Better Business Bureau
**** * ********

To whom it may concern,
Thank you for the opportunity to respond to the concerns brought forth by *** ******** Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patient and/or their family members.
We would like to thank you for bringing *** ********* concerns to our attention, and for providing us with the opportunity to address them. *** ********* concerns were immediately shared with the appropriate leadership for investigation and follow up. In response to *** ********* concerns, we have determined:
Reviewed patient concerns, and have responded directly to *** ********* concerns in writing, for any further concerns we encourag* *** ******* to call Grove City Hospital at (724) 450-7000 and request to be transferred to the Patient Experience department.

We appreciate our patient’s and family members feedback and for the opportunity to review their concerns. Thank you again for sharing *** ********* concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for her and her daughter with good health and well-being.
Please let me know if you have any additional concerns or require additional information.
Sincerely,

Casey B.
Service Excellence Specialist
Office of Patient Experience
Allegheny Health Network
Initial Complaint
06/23/2023
Complaint Type:
Billing Issues
Status:
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.
This is so odd that I'm wondering if there is some kind of data breech. I was billed for services on Dec 2 2022. The bill would have been paid by my insurance had billing not submitted the claim under an incorrect name. I received a bill in March. Called billing and was told they would escalate to get the bill submitted correctly. I called again in April after receiving the bill again. Again, with my insurance provider on the three way call, I was told they would escalate to resolve. In May, I had to make another call. Same results. Today, I get a notice they are sending it to collections! Called my insurance, got on the three way call, and they told me the same thing again, but this time told me that I would still be sent to collections, even though the error was theirs. They refused to get me a supervisor, they refused to send me an email contact, they were rude and then, they hung up on us. The insurance rep was stunned. They had never heard anything like it. She said something seemed off and agreed there were some red flags. At this point, I'm concerned there was a data breech and this is a scam, because how this has played out just can't be real. I have had this insurance for 18 years and have always trusted AHN. The insurance rep was even at a loss for what to do next. Needless to say, I will never go to that provider again. At this point, I welcome being sent to collections. Not only will the bill not get paid, but they'll be paying me.
Business response
07/07/2023
7/5/2023
Better Business Bureau
********* ** * ********
**** ********* *****
Thank you for the opportunity to respond to the concerns expressed by ********** ******** * ******** that you shared in an email dated 6/23/2023 and received by the Customer Care Center on 6/23/2023. Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patient and/or their family members.
I understand that *** *****r has the following concerns related to her Services with Allegheny Health Network from 12/02/2022:
*** ****** expressed frustration regarding an outstanding balance for services rendered at Allegheny Health Network on 12/02/2022. Her insurance company advised her that Allegheny Heath Network submitted the claim with the incorrect last name. She stated she received a bill stating she will be sent to collections.
*** ****** placed countless calls to both Allegheny Health Network and Highmark about billing which did not produce any kind of results. As she has attempted to resolve the outstanding balance, the service continued to age but never entered a collection status.
We would like to thank you for bringing ********** ******** concerns to our attention, and for providing us with the opportunity to address them. *** ******’s concerns were immediately shared with the appropriate leadership for investigation and follow up. In response to *** ******’s concerns, we have determined:
After a thorough review of *** ******’s account, the claim was submitted with the appropriate last name, *******
At the request of the patient and insurance company, Allegheny Health Network has resubmitted the claims to Highmark.
The Customer Care Center contacted *** ****** to advise of the resubmission of her claims and provide her the 1500 claim image form.
********* ***** thank you again for sharing ********** ******** concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for her good health and well-being.
Please let me know if you have any additional concerns or require additional information.
Sincerely,
Samantha C***
Customer Care Center Supervisor, Rev Cycle
Initial Complaint
06/21/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Sleep study conducted in October 2022, results inconclusive. Insurance changed in October, notified Sleep Lab of insurance change BEFORE the study was done. They said the new insurance (UPMC) was fine. Insurance denied claim. Contacted Sleep Lab, who is part of AHN. Also contacted AHN. Also contacted UPMC. All parties suggested contacting other parties. No results of any kind. Bill ultimately sent to collections, who I am unable to reach at the phone number provided. I want this bill settled ($193.22) and I want to make sure this does not impact my credit. Since none of these companies seem at all interested in helping me, I am turning to the BBB. After wasting about six months with 'Sleep Lab', I had another study done with another company. No issues at all with the other company at all, billing or otherwise. Please help!
Business response
07/05/2023
6/29/2023
Better Business Bureau
********* ** * ********
**** ********* *****
Thank you for the opportunity to respond to the concerns expressed by ****** ********* ** * ******** that you shared in an email dated 6/22/2023 and received by the Customer Care Center on 6/22/2023. Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patient and/or their family members.
I understand that *** ********* has the following concerns related to his Services with Allegheny Health Network from 10/29/2022:
*** ********* expressed frustration regarding an outstanding balance for services rendered at Allegheny Health Network on 10/29/2022. He provided his updated insurance information and was advised it was accepted.
*** ********* placed countless calls to both Allegheny Health Network and UPMC about billing which did not produce any kind of results. As he has attempted to resolve the outstanding balance, the service continued to age allowing it to enter a collection status.
We would like to thank you for bringing ****** *********’s concerns to our attention, and for providing us with the opportunity to address them. *** *********’s concerns were immediately shared with the appropriate leadership for investigation and follow up. In response to *** *********’s concerns, we have determined:
After a thorough review of *** *********’s account, the service was billed and coded appropriately.
Regrettably, *** *********’s selected benefits with his UPMC insurance does not accept the diagnosis codes billed for his service rendered.
The Customer Care Center representative attempted to contact through various communications to *** ********* however, the representative was unsuccessful.
********* ****, thank you again for sharing Justin Spagnuolo’s concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for her good health and well-being.
Please let me know if you have any additional concerns or require additional information.
Sincerely,
Samantha C***
Customer Care Center Supervisor, Rev Cycle
*************** ***************
*********************
Customer response
07/06/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Per their own response, AGH messed up. Simply read their response for verification. They did NOT try to contact me in any way beyond sending me the same bill once a month. That is an outright lie. I would love to see these supposed emails, letters, or phone call transcripts indicating some sort of effort on their part. When I contacted them (multiple times), I was repeatedly told "sorry, not our problem, pay your bill." They messed up. They need to pay the debt. Big companies take for granted that people will just pay the money instead of going through the trouble of filing a formal complaint. If they actually cared about their customers, we wouldn't be in this situation with bland apologetic responses and no actual corrective action.
The only resolution I will accept is a full refund of this bill.
Regards,

****** *********
Initial Complaint
06/11/2023
Complaint Type:
Customer Service Issues
Status:
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.
On June 9th 2023 I received a diagnosis from a doctor I never saw. The diagnosis was from Dr. Stephanie B****, who I have never had an appointment with and who has never examined me. My OB is Dr. D****. The diagnosis states complications with my pregnancy. There are no complications with my pregnancy. I have had ongoing issues with Jefferson hospital misdiagnosing me and ongoing issues with correcting my medical records. I would like the diagnosis documented by Dr. S B**** to be removed from my medical record as they have never examined me and they are not my doctor.
Business response
06/27/2023
6/27/2023
Better Business Bureau
**** * ********
**** **********

Thank you for the opportunity to respond to the additional concerns brought forth by ******* *****. Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patients and/or their family members.
We would like to thank you for bringing **** ******* concerns to our attention, and for providing us with the opportunity to address them. **** ******* concerns were shared with the appropriate leadership for investigation and follow up.
In response to **** ******* concerns, we have reviewed the patient’s concerns and addressed them appropriately with the patient. If further concerns are raised, they are best addressed by the patient reaching out to the physician practice.
********** thank you again for sharing **** ******* concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for her good health and well-being.
Please let me know if you have any additional concerns or require additional information.
Sincerely,
Samantha C*****
Director, Service Excellence- Patient Experience
Allegheny Health Network
***** ************
Initial Complaint
04/21/2023
Complaint Type:
Customer Service Issues
Status:
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.
Security procedures are nonsensical. So i try to go with my wife for her sonogram as we are expecting. They ask if she knows where she is going and she passes without ID or screening. But, me being with her and part of that appointment is not enough. They force me to scan my ID and get a sticker printed. All the while others are allowed to pass claiming they know where they are going. How does this make things safer? Its discriminatory and needs to apply to all or its useless. They have no idea if those others are actually patients. Why am i violated for being with someone who actually has an appointment.
Business response
05/04/2023
5/3/2023
Better Business Bureau
********* *** ******** **** **********

Thank you for the opportunity to respond to the concerns expressed by ******* ****** that you shared in an email April 23, 2023 and received by the Customer Care Center on April 23, 2023. Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patient and/or their family members.
I understand that *** ****** has the following concerns with Allegheny Health Network:
*** ****** and his spouse went to an Allegheny Health Network location, where he was forced to provide his Identification to obtain a Visitors Pass. He expressed frustration that other individuals were not screened, as they knew the direction to their intended department. He strongly believes that this is discriminatory and does not make things safer.

We would like to thank you for bringing *** ****** concerns to our attention, and for providing us with the opportunity to address them. *** ******** concerns were immediately shared with the appropriate leadership for investigation and follow up. In response to *** ******** concerns, we have determined:
Multiple attempts to reach out to *** ****** were made, however he declined our attempts requesting no further communication.
Per the Allegheny Health Network Visitor Policy visible on the Allegheny Health Network website, all visitors are expected to provide valid ID when entering the facility, be over the age of 18, be healthy and accept a COVID-19 screening and stay within designated areas. Safety precautions may vary from on location to another and could change daily based on patient volume.
As of May 3, 2023, *** ****** has not provided the place of service or any other additional pertinent information.
*********, thank you again for sharing ******* ******** concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for his good health and well-being.
Please let me know if you have any additional concerns or require additional information.
Sincerely,
Samantha C***
Revenue Cycle Supervisor, Customer Care Center
Customer Service
***** *************
*** ***** ********
*********************
Customer response
05/04/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Typical smoke up the **** No one contacted me.

Regards,
******* ******
Initial Complaint
04/11/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a response to a complaint I made with the PA AG. In this response, AHN addressed me as “Ms.” I am a Mrs. There was an issue with my medical records causing a misdiagnosis. I visited the ER at Jefferson Hospital where I was diagnosed with something that the hospital never even tested for. The doctor just decided I had this disease and even wrote down I had a history of it when I have never had a history of the disease. The response stated to reach out to Mary Ann L. (Service Excellence Specialist with AHN) at ************* I have left three voicemails and called countless times. No one picks up the phone or returns my calls. AHN seems to think allowing their doctors to diagnose patients without proper testing is acceptable and is seemingly avoiding correcting my medical record despite me seeing an AHN doctor shortly after who confirmed the misdiagnosis and treated me for a burst ovarian cyst, the actual issue. I was upset initially but I figured this was a bad egg, a one off. These things happen. I did not expect AHN to state they consider diagnosing someone without testing them as proper health care. I thought people that came up with a hypothesis had to prove that hypothesis. Apparently at AHN doctors don’t have to do tests to diagnose you. They can just look at you and know.
Business response
05/05/2023
5/04/2023
Better Business Bureau
**** * ********
**** **********
Thank you for the opportunity to respond to the concerns brought forth by J****** ****** We appreciate the constructive feedback submitted 4/28/2023. Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patient and/or their family members.
I understand that ******* ***** has the following concerns with Allegheny Health Network:
**** ***** was concerned with being addressed as “Ms.” instead of “Mrs.” in correspondence from Allegheny Health Network.
Disagrees with the internal review regarding her Medical Treatment at Jefferson Hospital
Frustration as multiple phone call and voicemail attempts were left for the Patient Experience Service Excellence Representative; however no return call was made.
We would like to thank you for bringing **** *****’s concerns to our attention, and for providing us with the opportunity to address them. **** ******* concerns were immediately shared with the appropriate leadership for investigation and follow up. In response to **** *****’s concerns, we have determined:
**** *****’s concerns were addressed appropriately, and the care received was appropriate.
In a discussion with **** ***** on 5/4/2023 a verbal apology was provided for prefix used in correspondence to **** *****.
We apologize for the experience you had reaching our Patient Experience team. Our patient experience team is likely to respond within 24 hours. Your feedback has helped us identify areas of improvement.
********** thank you again for sharing **** *****’s concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for her good health and well-being.
Please let me know if you have any additional concerns or require additional information.
Sincerely,
Samantha C*****
Director, Service Excellence- Patient Experience
Allegheny Health Network
***** ************

Customer response
05/05/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

How were you able to provide a verbal apology if I did not answer or return your calls as you stated in your response? This inconsistency in your response is of great concern. My medical records have still not been updated and my issues are still ongoing. I was told I would receive paperwork to have my medical records corrected but have not. It is highly inappropriate to attempt to close this complaint without fully following through with the resolution discussed. I was not diagnosed appropriately and my medical records still reflect the incorrect diagnosis. While a verbal apology for referring to me as Ms. as opposed to the appropriate Mrs. is appreciated, it does not do much to correct the very serious issue of AHN having incorrect medical records on file for me. I would appreciate it if this complaint would remain open until the proper resolution of corrected medical records is reached.

Regards,

******* *****
Business response
05/15/2023
5/15/2023
Better Business Bureau
**** * ********

Dear **********
Thank you for the opportunity to respond to the concerns brought forth by J****** ****** We appreciate the constructive feedback submitted 4/28/2023. Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patient and/or their family members.
I understand that ******* ***** has the following concerns with Allegheny Health Network:
**** ***** provided additional concerns regarding the verbal apology.
Medical record documentation was not provided and not being updated timely.
We would like to thank you for bringing **** *****’s concerns to our attention, and for providing us with the opportunity to address them. *** ******* concerns were immediately shared with the appropriate leadership for investigation and follow up. In response to *** ******* concerns, we have determined:
We have spoken with **** ***** and we’re able to resolve her concerns at the point of contact. The necessary changes have been made to **** *****’s medical records.
If there are any further concerns, **** ***** is welcome to reach out to our office.

********** thank you again for sharing **** *****’s concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for her good health and well-being.
Please let me know if you have any additional concerns or require additional information.
Sincerely,
Samantha C*****
Director, Service Excellence- Patient Experience
Allegheny Health Network
***** ************
Customer response
05/15/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

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

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