ComplaintsforRegional One Health

• Initial Complaint

  07/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 20, 2024 my kids and I were involved in a rollover auto accident. I was taken to regional one medical center to be treated due to my injuries, I was released over in the morning of June 21, 2024. After being released I seen that my discharge medical records were falsified as it stated that I only identified my knees as being injured and that I stated I was in no more pain prior to being discharged. The discharge paperwork stated that I also got up and walked around the hospital. Not once while I was there did, I walk around in the hospital as I was transported via ambulance from one bed to the other, cameras can be pulled to confirm my statement of never walking in the hospital. I was taken to CT Scan, I had to be assisted with being transported from one bed to the other to conduct the scan. I contacted the Compliance and ******************************************* with my complaint on June 26, 2024 and requested that my records be updated, and it was denied on 07/24/2024. I will be filing a complaint with the Secretary of Health and ***** Services as falsification in a patient's medical records are serious. If my only complaint was to my knees, why would they x-ray team take pictures of all the areas that I identified to be injured. I am requesting that my records are updated to reflect the same information that was recorded by the ambulance on the scene of the accident and the intake person to be trained to properly notate patient accounts. I was hit from the back while the party was going between 65 to 75 miles per hour which caused me to hit a middle person and the vehicle, I was in rolled over so me only have a knee injury would have not been realistic. I had injuries to my right ear, it was literally bleeding at the hospital, my fingers on my right hand were cut, my left shoulder and upper arm had swollen, bruises, both of my lower legs below my knee where seriously injured due to the impact, my neck, upper shoulders and lower back and etc.

  Business response

  07/29/2024

  The patient's concern was escalated to the ********************* for review. The patient exercised their privacy rights and requested their medical record be amended for inaccuracy.  According to HIPAA, the medical record was reviewed and found to be correct and complete. Therefore, the amendment request was denied.  The patient was notified of our decision and their right to file a statement of disagreement or a complaint with the Secretary of Health and ***** Services. We encourage the patient to consider these options if they feel their concerns have not been addressed.  For more information, please refer to our Notices of Privacy Practices on our website.

  Customer response

  08/01/2024

   
  Complaint: 22043865
  
  I am rejecting this response because: If my only complaint was to my knees, why was X-rays and CT scans completed on all other areas that I identified to be injured during the rollover motor vehicle accident. 
  
  Sincerely,
  
  ************************************

  Business response

  08/02/2024

  In reference to your question regarding the **ray and CT images. Per the Emergency Medical Treatment & Labor Act (EMTALA), when a patient presents to the emergency department, a medical screening exam which includes a panel of radiological tests is performed to ensure that an emergency medical condition does not exist. 

  Customer response

  08/02/2024

   
  Complaint: 22043865
  
  I am rejecting this response because: The **ray and CT Scan was conducted based on the injuries that I advised the nurse that I experienced during the time of visit and align with the notations from the ambulance report that transported me to the facility. It is dishearten to see a medical organization not document a patient's profile accurately because medical records are the foundation of care that could possibly be needed in the future. I had a multi rollover injury and to stand by someone only had a knee injury and to input false information in my medical records that I walked around in the hospital shows the lack of care and accuracy. As a health care professional, you should not stick beside and document lies 
  
  Sincerely,
  
  ************************************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I prepaid $502.15 on 2/5/24 for a surgery on 2/9/24. After insurance paid, my responsibility was only $346.89, leaving an overpayment of $155.26. For months, I have been calling Regional One to inquire about the refund due. They have hung up on me multiple times, put me on hold before even saying anything. The only person who tried to help told me over a month ago confirmed that I was owed the refund and told me that a refund would be issued the following week. This was 5 weeks ago. I can't get through to anyone who is wiling to help and I'm out $155.26 of my pocket at this point.

  Business response

  06/07/2024

  Spoke with ************** regarding the refund concern. Yesterday we received the refund check for ************** that will be mailed today. ************** stated that he made previous payments on the account towards past co-pays. We are currently waiting on the patient to provide proof of payment for previous co-pays.

  Customer response

  06/15/2024

   
  Complaint: 21816210
  
  I am rejecting this response because: I already provided ROH with proof of the payment they deducted from the refund because they claim I never paid it. They still deducted it. Attached is the credit card payment for the balance in question that I paid on the website indicated on their bill. Deducting this amount from the refund due is fraud. They still owe me $49.18.
  
  Sincerely,
  
  *******************

  Business response

  06/17/2024

  I spoke with ************** at 3:18pm regarding his concern. He agreed to us sending him proof of payment for the balance that was deducted from the refund along with the check for the $49.18. It seems as if the patient is rejecting the response that I posted last week prior to me receiving the proof of his payment. If he has any additional questions, I will update as needed.  

  Business response

  06/17/2024

  I have attached the proof of payment that ************** shared with me on June 7th. I am not able to assist him with the Methodist proof of payment that he posted to this BBB complaint. 

  Customer response

  06/17/2024

  The business indicated I uploaded the wrong proof of payment and asked me to upload the correct one for the records.

  Customer response

  06/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *******************

  2092 University Cir

  Memphis, TN 38112

  
  

• Initial Complaint

  08/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was treated for a traumatic hand injury i recieved 12/15/22. Had surgery there the next day and was an inpatient guest for a few days. The surgery and over all experience was well as can be expected! However I keep receiving constant phone calls for collection of money for services. This was a workers comp case and it was immediately accepted as such by the insurance provider for my case. I have spoken to at least 4 of the collection agents making the calls to me and given them all information they asked for, such as claim#, company name, claim supervisors name,address, phone# and fax#! I've gotten calls & mail stating my case would be turned over to a collection *********** would reflect in my credit report! Despite all the good work they do for patients in time of trauma, the harassment & financial threats against my credit are traumatic as well! Don't know what else I can do to stop the calls and letters for a bill that I do not owe!

  Business response

  08/04/2023

  Friday, August 4, 2023 - Reached out to ************** at 11:17 am to provide an update. Was not able to make contact so a voicemail was left with my direct number. Our investigation found that this concern was resolved with the hospital last month. We have escalated ****************** concern to the physicians billing company for resolution. 

  Customer response

  08/04/2023

   
  Complaint: 20419547
  
  I am rejecting this response because:
  I recieved the voice-mail from regional one and replied back 2:25pm 8/4/23. Spoke with a representative named ***** and relayed all information requested. Shortly thereafter I recieved another call from regional 1 physicians group and was working and unable to accept the call. Will respond to them as well. Again. The hold time every time is ridiculous. This has made a total of six(different representatives) times i have relayed all information requested. I can't continue to miss time from work to give redundant information with no end in sight. Its more of the same! Again and again and again and again and again and again!

  
  Sincerely,
  
  *********************

  Business response

  08/10/2023

  I spoke with the patient regarding his concern. I updated him that the information regarding the bill was resolved for the Regional One Health bill last month. We do not have access to the UT doctor's billing system so we had to escalate the concern to them again for resolution. 

  Customer response

  08/10/2023

  I hope this matter is resolved but I can't say so as of yet. I've had no collection calls in 2 days but there has been a week between calls in the past. I'd like to leave this complaint open for another week or so to see if its truly resolved if possible? At which time I'd be happy to withdraw my complaint if they stop trying to collect for charges I don't owe!

  Business response

  08/11/2023

  I just received this update from the provider's billing company - They spoke with the patient and advised him that we have submitted the claim to his work comp insurance. 

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been working with my doctor to get down to the bottom of my health issues and my doctor does not listen correctly and does not follow through with the things that we verbally agree on it seems as if she does not care enough to hear my side of my story regarding my feelings and my body and the daily issues that I am having we made an agreement and I am now on medicine for my mental it has cause a problem in my job and now she does not want to do certain paperwork that we talked about and agreed on I have been this place I have been made a fool of I am doing worse I need a resolution and I need a resolution quick because had I known that she would not follow through I would have never taken this medicine that has me down I went to go see her and talk with her and all she said was the medicine that she gave me does not do what I said without even evaluating me or sitting down with me to discuss it this is not the first time that I felt neglected and I feel very disrespected people are dying left and right my heart is racing my body is failing and I'm going crazy

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/03/07) */ The concern was received and currently under investigation. We will reach out to the patient with our findings and resolution options regarding the paperwork. Business Response /* (1000, 8, 2022/03/15) */ Received confirmation from the clinic leaders that the patient was able to speak with the provider regarding the paperwork concern and come to a resolution.

*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. ↩