ComplaintsforBallad Health
Health Care
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Complaint Details
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Initial Complaint
01/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
In 2020 ballad health turned a bill of mine (that I had no idea I owed because I had not received a statement) over to Wakefield and associates. When I found the item on my credit report I called Wakefield and associates and paid the bill in full. At this point I thought everything was taken care of and done. Now CBC is contacting me trying to collect for the same bill. I called Wakefield and spoke to Latasha on 1/23/24. She advised me the bill was paid on 1/29/23. I spoke with ballad and they advised me that Wakefield did not use the money I gave them to clear that debt, they never received the payment and that is why they sent it to a new collection company. They also advised me that it was my responsibility to contact Wakefield and get this resolved. I paid this 3 years ago and it is not my responsibility to make sure the company they hired paid them the money I paid since ballad would not let me pay them directlyBusiness response
01/26/2024
This concern has been investigated and is being worked on by Ballad Health to get it resolved to a favorable resolution as quickly as possible and attempts have been made to reach the patient to further explain. Ballad Health takes all complaints seriously and works directly with the patient to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. The patient may contact us at 423-431-1700 or 1-877-281-5665 and speak with a financial specialist if there are any further questions. The account is being investigated and Ballad Health is diligently working to ensure that the patient’s account is processed correctly. Ballad Health will continue to update the patient on the progress of his accounts review until the issue is we have reached the best possible resolution on this account.Initial Complaint
01/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
We initially checked in to the Emergency Room at Johnson City Medical Center after my son fell down 16 steps. We turned his name in and sat down. After waiting about 10 minutes I quickly realized he was fine and I went back to the clerk to let them know we did not need to be seen. We seen no one and there was no triage. I soon received a bill for ******** I have called and asked about the bill and explained the situation, I was told they would review it and get back with me. I am still continuing to receive the ******* bill for 10 minutes in an ER waiting room. I have sent the letter twice now. I have attached a copy of the bill and the letter.Business response
01/18/2024
This concern has been investigated and is being worked on by Ballad Health to get it resolved to a favorable resolution as quickly as possible and attempts have been made to reach the patient to further explain. Ballad Health takes all complaints seriously and works directly with the patient to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. The patient may contact us at ************ ** ************** and speak with a financial specialist if there are any further questions. The account is being investigated and Ballad Health is diligently working to ensure that the patient’s account is processed correctly. Ballad Health will continue to update the patient on the progress of his accounts review until the issue is we have reached the best possible resolution on this account.Customer response
01/19/2024
********** ********
I am rejecting this response because: Ballad states they have tried to contact me, the only contact I have had is 3 bills, all showing I owe ******** There has been no correspondence other then the initial phone call I made to the financial services they listed, this was my first call because I thought it was a mistake. I was told at that time, after explaining the issue, they would further investigate. I have continued to receive bills, that is my only correspondence from Ballad Health.
Sincerely,
******* *********Business response
01/19/2024
Ballad Health takes all complaints seriously and works directly with the patient to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. This concern has been investigated by Ballad Health and has determined a resolution to the concerns raised. The patient’s mother was called and advised of the findings in relation to her concerns raised with Ballad Health. The account will continue to be reviewed by Ballad Health to ensure that the patient’s account is processed correctly. Ballad Health will continue to update the patient’s mother on the progress of the accounts review if there are any further updates.Customer response
01/22/2024
********** ********
I am rejecting this response because: I do not agree with Ballad Health. I did speak to a customer representative since sending the last message. I find it interesting that their was no investigation into this billing until I contacted the BBB. I had contacted Ballad at least 3 different times and nothing was done.I was told by Ballad in the last phone call that the charge was for triage. The National Institute of health defines triage as: A triage nurse does a brief interview and assessment of each ER patient, and determines how time sensitive his/her condition is, and also how many resources s/he is likely to need.
We were questioned by a young man behind a plastic window, he was not a nurse. This was not triage. $40 per minute to sit in a waiting room is unfathomable to me.
Sincerely,
******* *********Business response
01/22/2024
Ballad Health takes all complaints seriously and works directly with the patient to reach a satisfactory resolution that is within compliance with the Health Insurance Portability and Accountability Act and provider contracts. This concern has been investigated and was worked on by Ballad Health to get it resolved to a favorable resolution as quickly as possible. The account was investigated and reviewed by Ballad Health to ensure it was diligently worked to ensure that the patient’s account was processed correctly. Per the patient’s mother complaint, it was verified that a Registered Nurse performed a brief interview and assessment of the patient to determine how time sensitive his condition was and alerted the attending provider of his arrival. At this time a chart was created for the patient and their vitals were taken. Due to the reviews performed the patient liability is correct per the patient’s insurance plan coverage. We have reached out to the patient’s mother to advise them of this final determination and will make several more attempts to notify her.Initial Complaint
01/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My dad ***** ******** was flown in to Johnson City Medical Center on New Year's Eve. He was put under a wrong name. He was not feed and only given water for Tylenol, diagnosed with Covid and stayed overnight in ER. He was discharged. I got a call from a doctor saying something's wrong with his blood work. No mane of doc. We both try calling back and no info was available. I called Ballied health and the guy was rude and didn't want to talk to me or answer questions. They did not have his phone number the right name, and the doc did not call back. This is total negligence. He did not text the care he needed, he was not put in the system correctly, he was not feed or given water. Then a call saying his blood work came back bad. We will never use this hospital again. Need to retrain and teach people manners. I was totally thrown off about how the guy at Ballied talked to me, I work in healthcare and helping people with a good attitude is always a must. Do dissatisfied with this and his care. Please do better.Business response
01/12/2024
Ballad Health takes all complaints seriously and works directly with the patient to reach a satisfactory resolution that is within compliance with the Health Insurance Portability and Accountability Act and provider contracts. This concern has been investigated and is being worked on by Ballad Health to get it resolved to a favorable resolution as quickly as possible. We have attempted to contact the patient’s daughter with no success. We will continue to make attempts to reach out and advise that have identified the account and are working to resolve his concern. The account is being investigated and Ballad Health is diligently working to ensure that the patient’s account is processed correctly. Ballad Health will continue to update the patient on the progress of his accounts review until the issue is we have reached the best possible resolution on this account.Customer response
01/17/2024
Have not received any calls from them and they need to call my dad the victim and patient **************Initial Complaint
12/20/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I was at Holston valley emergency. I was there today 12/19/2023 for other related issues. While sitting and waiting for my test results. A friend of mine notified the front administrator that I was about to go into a siezure. Thankfully if my friend wasn’t there advocating for me I don’t know if I would have gotten any help at all. I was in a siezure for 20 minutes and nobody can me out to help me until my 20 minute long siezure was over. Then when help finally came I was told they were absolutely rude to me. They picked me up an threw me on a bed and was very very rude once I did come to. It takes me about 10-15 minutes to come to before I realize what had just happened. When I came to they were slinging my arms around an now I have bruises all over me just hours after finally being discharged. They blew over 5 veins in my arm. And the nurse got frustrated multiple times because she was trying to rush the process of getting me an Iv in. She didn’t stop after the 5 time of trying. Finally my friend had to tell her that was enough an to find someone else. The lady at ct got me first try. She was very nice. However all the nurses and doctors that were there today were very unprofessional and rude. I woke up crying because I was scared an they told me to shut up an to stop moving (all I was doing was trying to get feeling back in my arms an hands) an they manhandled me because I was just trying to see what was going on because I was very confused. It took a total of one hour before I was giving any medication to stop the siezures. Unlock my jaw an my busting headache. They kept me so long that by the time I left I was still in pain an the doctor told me to suck it up. Very very unprofessionalBusiness response
12/21/2023
Ballad Health takes all complaints seriously and works directly with the patient to reach a satisfactory resolution that is within compliance with the Health Insurance Portability and Accountability Act and provider contracts. This concern in being investigated and is being worked on by Ballad Health to work to get it resolved to a favorable resolution as quickly as possible. The investigating department will contact the patient to obtain more information and let them know we are working to resolve this concern. The account is being investigated and Ballad Health is diligently working to ensure that the patient’s account is processed correctly, and their concerns addressed. Ballad Health will continue to update the patient on the progress of their concerns until the issue has reached the best possible resolution for this account.Initial Complaint
11/27/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
My daughter visited urgent care in JC. A year later I received a bill from a collection agency for ****** saying I didn’t pay. I never recieved a bill. I called that urgent Care they told me the bill was only sent in email, one time. I always pay my bills on time. I paid the agency immediately but this went on my credit and is ridiculous!Business response
11/27/2023
The patient's mother was contacted on November 27, 2023 and advised we are awaiting patient payment to post, however this has been sent to appropriate department for their review to see if we can expedite the process. Ballad Health takes all complaints seriously and works directly with the patient to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. The patient may contact us at ************ and speak with a financial specialist if there are any further questions.Initial Complaint
11/02/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Ballad Health and their Urgent Care centers routinely forget to call in prescriptions, resulting in a severe delay in care. Their systems are outdated and employees negligent, causing the sick to further suffer. The consistent delay in care renders their urgent, time sensitive and other claims false.Business response
11/16/2023
The patient was contacted on November 16, 2023 and disconnected the call after greeting. Ballad Health takes all complaints seriously and works directly with the patient to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. The patient may contact us at 423-408-7400 and speak with a financial specialist if there are any further questions.Initial Complaint
10/26/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Went to Appalachian orthopedics about possible pinched nerve was told they don't do that I needed to go see neurologist in Johnson City needed a referral so I came to the nurse practitioner at work she said I don't need a referral because of our insurance call down to make an appointment they say I need a referral let the nurse practitioner at work no she don't want to give me a referral wants me to go back to Appalachian orthopedics and let them do it tired of getting jerked around by ballot healthBusiness response
11/10/2023
A review has been completed and attempts have been made to reach the patient to further explain. Ballad Health takes all complaints seriously and works directly with the patient to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. The patient may contact us at 423-408-7400 and speak with a financial specialist if there are any further questions.Initial Complaint
10/12/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Approximately 4 week's ago my referring physician faxed in a referral to Ballad Urology in Abingdon, VA. This past Monday I contacted the referring personnel at Ballad. I was told that the fax was never received, even though it showed that it was received. I had my referring physician fax everything again and not to my surprise the personnel did not receive it. Ballads personnel basically told me to go somewhere else and I did ask if there was an other option besides faxing for those who are having issues with faxing. I was told NO. I contacted ******* with Ballad Urology, office manager. She was extremely rude and took up for the referring agent. She did give me an email address to get my referral in. My referring physician contacted ******* by phone twice and sent the email in with no return call. Also while speaking to ******* she indicated that the doctor and NP's were booked out. I began to tell her that on my initial call the receptionist at Ballad Urology stated that the NP was 2 week's out on appointments. She basically said I was lying. I spoke to my referring personnel and she told me that several calls were made and the HR, ******* would not answer their calls. I have never been treated so poorly by a medical facility. I have never been told to go somewhere else. Ballad Urology are taking new patients. How is it fair to accept other potential patients but not take mine?Business response
11/03/2023
The patient was contacted on November 3rd, 2023 and advised we have filed a quality of care complaint with Risk Management team and to allow time for their review. Once review is completed, Risk will reach out to the patient. Ballad Health takes all complaints seriously and works directly with the patient to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. The patient may contact us at ************ and speak with a financial specialist if there are any further questions.Initial Complaint
08/21/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Called an ambulance on Sunday August 14th at around 2:30 AM, due to severe abdominal, and back pain, this is believed to be the result of some type of poisoning as well as a thyroid condition. Instead of treating me and explaining any cause of my illness, I was assaulted by an ER Dr **** ****** ER Dr at Sycamore Shoals hospital in Elizabethton TN. on two separate occasions causing further injuries to my back and groin area, deprived of food, water, and and medication that would possible help my condition, then was threatened with being forced to walk home in a collapsed condition. Was then later dumped out at my residence by another ambulance, and discovered the first ambulance driver had purposely left my front door unlocked after pretending to lock it, only to discover that I had been victimized again, burglarized, and stolen from. The entire staff assaulted me from start to finish.Business response
08/21/2023
The patient was contacted on August 21, 2023 and advised we have filed this complaint with Risk Management to review the quality of care concerns with the facility. Ballad Health takes all complaints seriously and works directly with the patient to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. The patient may contact us ** ************ and speak with a financial specialist if there are any further questions.Initial Complaint
07/18/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My grandmother had a massive heart attack and was moved from icu to the **** wing of jcmc. She had wonderful care in the icu unit and I can’t say enough great things about her nurse there.. however, when moved to the **** unit she started smothering out and they did nothing to help her. We were there for 2 hours and the charge nurse came in and started belittling my three year old. Our family was not told of any rules regarding age limits on the unit and she proceeded by calling my husband and I had parents all the while not even raising a finger to help my grandmother. My grandmother was not their concern only my three year old eating popcorn. This hospital is without a doubt the biggest joke in this region and I am not impressed at all with the care of the my grandmother. She and all the other patients deserve better.Business response
07/18/2023
Attempts have been made to reach the patient to further explain. Ballad Health takes all complaints seriously and works directly with the patient to reach a satisfactory resolution that is within compliance of the Health Insurance Portability and Accountability Act and provider contracts. The patient may contact us at ************ and speak with a financial specialist if there are any further questions.
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Customer Complaints Summary
50 total complaints in the last 3 years.
16 complaints closed in the last 12 months.