Customer ReviewsforCarilion Clinic

Currently in the 14th floor with my 2 children in nic unit with a notification about some startlingly test results as I am patiently waiting to speak with the nurse on duty. She purposely has side conversations ignoring my need to speak with her about test results.

May 10, 2024 BBB Serving Western Virginia **** ******* ****** ***** *** ******** ** ***** Fax: ************  Attn: ****** ******* ID No: *****  Dear ****** *******: Carilion Clinic has received your letter dated May 9, 2024, regarding a consumer review complaint filed relating to health care services. As the letter you provided to us may require review of protected health information, Carilion cannot release such information without an authorization. As such, Carilion has reached out directly to the individual to review and address any concerns. Sincerely, The Office of Patient Advocacy Carilion Clinic

I spent the Christmas holidays and after and ICU at Christiansburg carilion ICU unit this is the finest team of nurses doctors and cardiologists I have ever dealt with they met my needs my concerns and it was the best care I have ever received in the hospital anywhere my hands down to the team at the IC unit in Christiansburg they are fantastic,

January 3, 2024 BBB Serving Western Virginia **** ******* ****** ***** *** ******** ** ***** Fax: ************  Attn: ****** ******* ID No: *****  Dear ****** *******: Carilion Clinic has received your letter dated January 1, 2024, regarding a consumer review compliment filed relating to health care services. As the letter you provided to us may require review of protected health information, Carilion cannot release such information without an authorization. As such, Carilion has reached out directly to the individual to review and share feedback related to the compliment with our care teams. Sincerely, The Office of Patient Advocacy Carilion Clinic

The nursing staff did not have any respect for my patient rights. They ordered me a covid test without my consent. It was a waste of time. They do this again, I will refuse to take it.

December 20, 2023 BBB Serving Western Virginia **** ******* ****** ***** *** ******** ** ***** Fax: ************ Attn: ****** ******* ID No: *****  Dear ****** *******: Carilion Clinic has received your letter dated December 19, 2023, regarding a consumer review filed relating to health care services. As the letter you provided to us may require review of protected health information, Carilion cannot release such information without an authorization. As such, Carilion has reached out directly to the individual to review and address any concerns. Sincerely, The Office of Patient Advocacy Carilion Clinic

I was charged for medications and procedures that were not needed to relieve my pain from a life threatening ailment. This resulted in overpayments from me, Medicare and United Healthcare. No one in Carillon management is available to discuss this.

Carilion Clinic has received your letter dated November 6, 2023, regarding a consumer review filed relating to health care services. As the letter you provided to us may require review of protected health information, Carilion cannot release such information without an authorization. As such, Carilion has reached out directly to the individual to review and address any concerns.

It took me two months to get an appointment at urological clinic. This was after I explained that this was an acute, very painful UTI that my PCP provider had already diagnosed. I was able to to see an NP a month later after I complained to a physician at the clinic that I had seen before. I explained my problem to the NP and RN. the NP then left and I received the most painful catheterization I have ever have ever received from the RN.....and I have been catheterized many times. RN then said I needed to begin self catheterization. I again explained that I thought my urine retention was due to the UTI that had progressed to epididymitis and my prostate felt swollen perhaps causing the urine retention. RN did not respond. When I asked again I was told "things change". I then asked to speak with the NP for a diagnosis...I was told "she is too busy". I was then told that I could leave. I read the notes from my visit and they contained outright inaccuracies and inaccuracies by omission of what was discussed. When I reviewed the notes a few days later, they appear to have been modified...but still were very inaccurate. I wrote down what had occurred during this visit to make sure I did not forget this "meeting". I have shared my notes with my PCP and a physician at the clinc who were both rather shocked and both suggested I file a formal complaint. I do not think this would serve any purpose as I would be filing the complaint with Carillon. I will never visit a Carillon facility again and suggest patients stay clear of Carillon Healthcare.

August 7, 2023 BBB Serving Western Virginia **** ******* ****** ***** *** ******** ** ***** Fax: ************  Attn: ****** ******* ID No: *****  Dear ****** *******: Carilion Clinic has received your letter dated August 5, 2023, regarding a consumer review filed relating to health care services. As the letter you provided to us may require review of protected health information, Carilion cannot release such information without an authorization. As such, Carilion has reached out directly to the individual to review and address any concerns. Sincerely, Carilion Clinic Risk Management and Patient Advocacy

More problems with Carilion Billing. We have had multiple instances of Carilion never sending us a bill. We have called and made sure that our contact info is right. At Carilion Billing, we were told that they don't communicate with my chart. If you don't communicate with your online patient portal and you don't send us the bill there is no way to know that we owe anything. We have had multiple bills sent to collections and the call and letters from the collection agency are the first we hear of the bill. Just today I logged into Carilion bill pay and it says we owe for a bill we have never received and the only document they have says "this is not a bill." I then login to my chart and there is no bill there either. We also got a call from a collection agency that is trying to collect for a bill from 10 months ago that we never received. This is after we went through a while ordeal 3 months ago to proactively call and make sure we had found and paid all of our bills which were from 2 and 3 months after the bill we got a call for today. We have never not paid a bill on time when we receive the bill or know about it, but Carilion's billing practices are criminal and need to be investigated by the state.

June 22, 2023 BBB Serving Western Virginia **** ******* ****** ***** *** ******** ** ***** Fax: ************  Attn: ****** ******* ID No: *****  Dear ****** *******: Carilion Clinic has received your letter dated June 21, 2023, regarding a consumer complaint filed relating to health care services and billing. As the letter you provided to us may require review of protected health information, Carilion cannot release such information without an authorization. As such, Carilion has reached out directly to the individual to review and address any concerns. Sincerely, *** ***, RN, BSN, MBA, CPHRM System Senior Director, Clinical Risk Management and Patient Advocacy Carilion Clinic

My mother passed away October 8,2021. She had no property no estate, and no will. I went into debt to bury her. I am her next of kin and only child. I have been dealing with Carilion billing trying to get her debt written off, First they tried to get me to fill out a loan application in her name, signing it as the executor, which I explained I am not, so assistance would pay for the bill. I finally talked to an attorney and she told me I am not responsible for the bills since there was no will and no executor named and I did not co sign anything. I informed Carilion of my attorney's advice and they literally said that since Im the next of kin the debt falls on me. Which I know is false and against the law for them to do.

Dear Vickie ******, First, I'm sorry for the loss of your Mother. Please know that in no way are we trying to cause undue stress for you. You did not provide your Mother's name or account number, so I'm not able to review her accounts, however, I would say that the document you were asked to complete was not a loan application, but a financial assistance application in which we could use to possibly adjust her outstanding balances. Our financial assistance program is based on the Federal Poverty guidelines and we just need the application completed in the patient's name. I would ask that you contact our Billing Customer Service Department at 866-720-3742 and one of our representatives will be happy to speak with you. If you'd like, ask to speak with a team lead and they will be happy to explain this process to you in greater detail. Thank you, Carilion Billing Customer Service

Today I received a bill from a collection service for a unpaid bill from Carilion Clinic. Service was provided in June. After confirming that this was a actual bill that was not paid. I contacted the collection service to find that this is a normal arrangement for Carilion Clinic thru their MY CHART bill pay. I tried 3 calls thru the toll free line and was told that it was a non working number. So I contacted the business number in Roanoke to get thru to billing. After a discussion with a the operator about the bill, I was told that the account was set up for paperless billing. I was never aware that I had signed up for paperless billing and was told from the collection agency that Carilion had made 3 mailing attempts. After discussing this with the supervisor, It was determined that I had gone online to pay a bill in March and never returned. By paying online I agreed to paperless billing and never received a bill? Not once did anyone at Carilion think that a patient that had been using there service for over 50 years would have tried to contact me thru the US Mail? I am sure I am at fault for trying to pay my bills online but never thought I would be turned over to a collection agency for failure to pay my bill. I only hope that the care received at Carilion is better than there billing department. Maybe after all these years it time to look for Lewis Gale!!

Mr ******** wife registered for electronic/paperless statements and we explained to Mr & Mrs ****** on 11/15/2021 that once you sign up for electronic statements, you no longer receive paper statements in the mail. Notifications are sent to the email address the patient selects. We have removed them from electronic statements and they will not receive paper statements going forward unless they elect to sign up for electronic statements in the future.