ComplaintsforTennova North Knoxville Medical Center

• Initial Complaint

  06/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on 1/1/24 I went to tennova hospital because i was in excruciating pain. i had to be wheel chaired in because i couldn't walk from the pain. after be checked in i sat in the waiting room for over an hour. after sitting there moaning and screaming from the pain i was finally called back to have my blood pressure checked and temp. this took less than 5 minutes and was then told to wait out in the waiting room. another hour passed and still screaming in pain, i never saw a doctor and decided to leave. no one ever came to check or see if there was anything they could do. months late they send me a bill for **** for the 5minutes to check blood pressure and temp. i called and said i don't feel this was right. was told they would pass my concern to appropriate person. few months later i get a bill again. i called again and was put on hold while the lady i was talking to went to talk to someone about it. she came back to the phone and pretty much told me triage said to bad i had to pay it. i said this wasn't right! told her i would pay it but i'm filing a complaint with the BBB. the lady said fine and hung up. i still don't believe i shouldhave to pay $*** for no service. i just paid *** and will pay what i can next month.

  Business response

  06/26/2024

  This patient checked into our Emergency Department at 02:04 AM and was triaged at 02:34 AM and at 03:07 he was called back to see the physician, however he chose to leave before the physician had an opportunity to access his medical condition.. He was here less that 1 hour.  There were 4 other patients that checked in at the same time he did and they all were seen within 1 hour of arrival. This patient was billed for services rendered correctly. Please be assured that timely quality care, patient safety and compassionate service are our highest priorities at North Knoxville Medical Center.

   

  Sincerely,

  Teresa ****** Patient Advocate

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

  Customer response

  06/26/2024

   
  Complaint: 2*******
  
  I am rejecting this response because: I was there more than 1 hr. I don't know how you can say I was seen at a certain time and when I left. I sat there for more than an hour after my temp and blood pressure was taken, being in extreme pain didn't seem to matter to anyone either.. was even told that all beds were taken and it would be awhile before I would be seen by anyone. I still don't believe anyone should be charged that much just to have temp and blood pressure taken. that is ludicrous. I know you will never agree with me and you will always think you are right and that's your choice, but I strongly believe you are wrong in this case. I will pay your ludicrous bill but trust me I will NEVER recommend your services. I will never come back to this place, I would rather drive the extra miles and go downtown. I've always heard bad things about tennova and now you have proven them correct!!! so since you feel you are correct in your services just send me the bill for the balance and i will pay the dam bill!!! just hope no one else gets treated the way I was!!!!!!!!!
  
  Sincerely,
  
  William ********

  Business response

  06/28/2024

  We stand by our Medical Record and what we have already submitted in response to this gentlemen's complaint.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  on monday 6/3/2024 i went to have a chest xray done at tennavo north , because i had fallen a few days earlier, i have tried many times(6) to get some one to call me back with information on the results, nobody has yet to call back. could you please check on this. and call back *** *** ****

  Business response

  06/12/2024

  The Director of Risk Management called M** ***** on Monday, June 10, 2024 to further discuss his concerns.  Afterward on the same day, the Director of Risk Management discussed M** *****’s concerns with the Office Manager who was able to facilitate getting the x-ray results to Mr. ***** by approximately 2:30 PM that afternoon.  We apologize for any frustration experienced by M** ***** while he waited for his results.  We are grateful M** ***** brought this to our attention so this issue could be resolved.  We are committed to meeting the expectations of those we serve by providing excellent care and services.  

• Initial Complaint

  08/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’m not liable for this debt with North Knoxville Medical Center. I do not have a contract with Paragon Revenue Group they did not provide me with the original contract as I requested.

  Business response

  08/09/2023

  Patient Advocate has attempted to reach this patient several times by phone and he does not answer and he has no voicemail. A letter will go out to the patient explaining why hisTennova North accounts have been transferred to Paragon Collection Agency. I have attached the letter. 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hospital was very dirty, I had to throw the bloody towels on the floor instructions from a nurse. Bathroom filthy. No one came in to room for over 2 hours. No explanation of what was going on. Most horrible experience ever. My husband had to run into hall and yell for someone to come in because I was choking on my own blood. The blanket was covered with what looked like dog hair. The nurse said they were busy although when I went to the bathroom so many empty beds. I just don’t understand. Awful! I hope and pray that I never have to go there again. I took pictures because I didn’t want people to think I was lying. The Doctor was a traveling doctor, very scary to be in this situation. The nurse handed me a pill I asked what it was she said she didn’t know but would look.

  Business response

  06/28/2023

  On 06/22/2023 Patient Advocate called Ms* **** and apologized for her experience and assured her that her concerns would be investigated by the appropriate leadership of the hospital. The Emergency Department Director received the complaint and identified the personnel and spoke with the entire department on maintaining cleanliness in our work space. A follow up letter was sent to Ms **** *n 07/28/2023. (see attachment). The grievance has been closed.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  My wife visited OBGYN Leonard B., MD at Tennova North Knoxville Medical Center as a new self-pay patient on 7/22/22. We scheduled the appointment several days in advance. We were told the doctor's visit would be $150 which we paid in office at the start of the visit. During the visit, a nurse ordered a urine test and the doctor ordered a basic blood test to determine her blood type and didn't tell us what the cost would be. Within a few weeks, the doctor's office charged us $39 extra for the doctor's visit on top of $23 for the urine test and blood test. I understand the cost of the blood and urine test, but there was no explanation for the $39 extra office fee beyond what we were told in good faith when we scheduled the appointment and paid at the office. Over a month later Tennova North Knoxville Medical Center sent us an additional absurd bill of over $1,000 "marked own" to $230 as a self-pay patient for the blood type test. The cost of a simple blood type test ranges between $15 and $50 (I paid $20 for a similar test at another clinic as a self-pay patient). Even online, MD Save specifically lists it as only $19 for their clinic. This cost is extremely inflated and is included on top of the extra fees the doctor's office already overcharged. I tried contacting multiple people and departments at the doctor's office and hospital to find out why we were overcharged and why they violated the No Surprises Act by not informing my wife of the cost ahead of time before ordering the blood test when they knew she was self-pay patient, and this was an appointment scheduled in advance. No one was able to help us or give us any explanation for this absurd overcharges. I filed a complaint against the hospital with the federal government for violating the No Surprises Act since there was no one willing or able to take accountability for overcharging my wife.

  Business response

  10/18/2022

  Business Response /* (1000, 7, 2022/10/04) */ We are currently working on a response and should have this soon. Thank you. Business Response /* (4000, 10, 2022/10/10) */ North Knoxville Medical Center is committed to providing quality care for every patient who comes to our hospital. Patients have the right to express concerns and expect resolution in a timely manner. Out of respect for the privacy of our patients and our responsibility under federal patient privacy laws, we are not able to publicly comment on any individual patient matters such as that you have forwarded to us. However, we can share what we do to investigate and resolve any concerns that are raised. We take all concerns very seriously. Our hospital has a formal process for reviewing and resolving grievances in accordance with national guidelines set by The Joint Commission and Centers for Medicare and Medicaid. Concerns are documented and fully investigated by administration. Follow up is conducted with any individuals or departments where concerns were raised, and medical issues are reviewed by clinicians. The patient is mailed a letter documenting their concern and the findings of our Investigation. We appreciate our patients and want them to have a good experience with our hospital, from arrival through discharge.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In 2019 my wife received a hernia repair surgery from Dr. Jessica Visant, a provider covered under our insurance plan, Cigna. The surgery took place at Tennova North, afterwards my wife and I received a bill for $3,600 because the hospital said they were out-of-network, despite the provider and all of the people involved in the surgery being covered. They sent this to a collections agency incredibly quickly, didn't allow us to attempt to apply for charity care, and washed their hands of the matter. We are well underneath the 200% Federal Poverty Income.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  2/12/2022 I went to the ER at Tennova North. I sat in the waiting area 30 minutes or so with a pain so bad associated with not being able to urinate, I thought I was going to explode. When I inquired about the wait time, I was told it would be 2 hours or so. I did not feel I could safely sit in the waiting area any longer or my bladder might burst. I left Tennova North and went immediately to Fast Pace Health on the same day, immediately, where I was seen for the issue. Tennova North is charging me for services not rendered. I contacted my insurance company and the insurance representative told me that a rep at Tennovas billing told her that they could charge whatever they wanted for whatever they wanted. My insurance has paid them, but they want a deductible from me. I have already paid for the service where I received it, which was NOT Tennova North.

  Business response

  06/01/2022

  Business Response /* (1000, 5, 2022/05/17) */ Facility reviewed complaint. We apologize for the wait time. Patients are seen according to a triage assessment based on presenting complaint. The visit was rebilled at a "triage only" rate due to patient not seeing a physician. Phone call and letter to patient to inform of decision. Thank you.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had an appointment at North Knoxville Medical Center on 10/12/2021, and for some reason North Knoxville Medical Center submitted my bill from the services on the appontment date of 10/12/2021 to Paragon Revenue Group for collection before I ever received notification of an amount owed. Paragon Revenue Group has submitted an over 30 day past due report to credit agencies when the account is not over 30 days past due. Paragon Revenue Group shows a bill account opened 9/20/2021, which was before the service date of 10/12/2021. The statement was just issued 10/29/2021 for services rendered at North Knoxville Medical Center on 10/12/2021. Paragon submitted the over 30 day past due report to credit agencies initially on 10/29/2021, which is the date the statement was issued and the account is not more than 30 days past due. I have submitted disputes with all three credit bureaus and have submitted a complaint against Paragon Revenue Group as well. This derogatory report needs to be removed from my credit report immediately, as no account was past due. I contacted the cashier at North Knoxville Medical Center, ********, and verified that there is only one account with them and nothing on their records has any amount as past due, much less past due for more than 30 days.

  Business response

  11/19/2021

  Business Response /* (1000, 5, 2021/11/11) */ The Risk Manager called and spoke with Mr. ****** on November 11, 2021 and explained that the amount owed that was sent to collections was from services rendered at our facility on 10/12/2020 not 10/12/2021. We informed him that our records showed that he received 3 billing statements and numerous phone calls regarding this outstanding bill. Mr. ****** claimed he did not get the billing statements or phone calls. We verified with him that we had the correct billing address and phone number on file and that it had not changed. In an effort to resolve this matter we are in the process of having Mr. ******'s bill pulled back from collections and removed from his credit report. We strive to ensure that all employees, physicians and affiliates provide high levels of customer service. If Mr. ****** requires anymore assistance he can contact me at XXX-XXX-XXXX. Thank you for choosing North Knoxville Medical Center for your healthcare needs. Sincerely, ******* ****** Risk Manager Consumer Response /* (2000, 7, 2021/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I reviewed my records and verified I had paid the doctor for 2020, but didn't find a payment for the medical center. I maintain I did not receive a paper invoice in the mail, voicemails from anyone identifying themselves as from North Knoxville Medical Center, and no email notifications of a bill due. I have paid the balance.

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