BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Baptist Hospitals of Southeast Texas meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Baptist Hospitals of Southeast Texas include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||2|
Licensing, Bonding or Registration
These agencies may include:
Texas Department of Health Services
110 West 49th Street, Austin TX 78756
Phone Number: (800) 228-1570
Business ManagementMary Poole, Corporate Communication Christy Hardt, Development Officer Adrian Olvera, MD David Parmer, President/CEO Shari Pratt, Administrative Asstistant/PR/Marketing Alicia Satre, Mary's Asst April Seymour, Human Resource Manager
Alternate Business NamesBaptist Beaumont Hospital Baptist Hospitals of Southeast Texas School of Radiologic Technology Baptist School of Radiology
3080 College St
Beaumont, TX 77701 (409) 212-5000 (409) 212-5725 (409) 212-5002 (409) 212-7323 Directions
PO Box 1591
Beaumont, TX 77704
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Additional Phone Numbers
- (409) 212-5002(Phone)
- (409) 212-5725(Phone)
- (409) 212-5955(Phone)
- (409) 212-7323(Phone)
- (409) 654-5922(Phone)
- (409) 654-6136(Phone)
- (409) 654-6145(Phone)
- (409) 833-0308(Phone)
- (409) 833-1411(Phone)
- (409) 835-3781(Phone)
- (409) 839-5938(Phone)
- (409) 212-5000 (Fax)
- (409) 212-5854 (Fax)
- (409) 212-5943 (Fax)
- (409) 654-5008 (Fax)
- (409) 654-5262 (Fax)
- (409) 654-5900 (Fax)
- (409) 654-6071 (Fax)
- (409) 654-6108 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Star Rating scale
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Read Complaint Details
Complaint: Failure to respond to a requested account audit after multiple attempts. Failed to protect patient privacy resulting in a breach of patient privacy information. I am writing this complaint in regards to the billing department of Baptist Hospital Beaumont. On February 22, XXXX (XXXXXXX) and on June 7, XXXX (XXXXXXX) my wife had spinal injections performed at Baptist Beaumont. These procedures were the same type of injection and both were performed by Dr. ******. On June 17, 2013 I received a bill for the injection performed on June 7, 2013 and I noticed the bill was $3946 more than the procedure she had performed on February 22, 2013. After noticing this, I contacted the Business Services Department and spoke with ***** regarding this dramatic increase in price. ***** notified me she will mail an itemized statement for both procedures. Upon receiving and reviewing the itemized statements for both procedures I did not agree with the charges that were on these itemized statements. On July 25, 2013 I notified ***** and requested to have an audit on these accounts. ***** reported she will have the audit request form for both procedures in the mail by the end of the day. On August 1, 2013 I called ***** to verify the audit request forms had been mailed. ***** confirms they were mailed and can take up to 7-10 business days to arrive. On August 5, 2013 I received in the mail a letter for the procedure on June 17, 2013 and after opening and reviewing I noticed the top portion of this letter was a billing statement and payment request for the June 17th procedure. The lower portion of this statement stated that the audit process will begin once the attached audit request form is signed, dated, and returned to the Patient Account Representative. No audit form accompanied this letter. I again contacted the Business Services Department on August 5, 2013 and spoke with ****. I reported to **** of what I just received and that I have received none of the documents that I had requested on July 25, 2013. **** informed me that no audit form was ever mailed for the procedure on February 22, 2013. **** stated to me that she will re-send the appropriate documents requested for the procedures performed on February 22, 2013 and June 7, 2013. I received the audit request forms and itemized statements only 2 days after speaking with ****. After opening and reviewing the documents for the procedure performed on February 22, 2013 I noticed that directly attached to my demand bill was the demand bill for another individual exposing all of this individuals personal, financial, and medical health information. On August 8, 2013 both audit requests forms were signed, dated and mailed to the Patient acct. Representative as well as a letter regarding the above timeline and events. I left the other individuals demand bill attached just as it was when I received it. On September 18, 2013 I called the patient account representative to check on the status of the audit I requested. I was transferred to the audit nurse, ****. **** reported to me that she noticed a discrepancy in the type and amount of epidural trays used in the procedures and has been waiting on a return call from surgery to question this issue. I was told by **** that if I didn't hear back from her before the week was over to call her the following week. On September 26, 2013 I attempted to get in touch with **** but was unsuccessful. A voice message was left and I never received a return phone call. I am extremely dissatisfied with this experience and with Baptist Hospitals of Southeast Texas. The staff that I have been dealing with has been very unprofessional and careless. These issues not only affect me from fulfilling my financial responsibility but it also affects the privacy of the individual whose personal information was carelessly exposed. No individual should have their personal information breached due to another's mistake. This clearly violates HIPPA rules as well as the Joint Notice of Privacy Practices set forth by Baptist Hospitals of Southeast Texas. I am continuing to receive bills in the mail threatening to fwd my acct. to a bad debt agency.
Desired Settlement: The settlement I am seeking is: -disciplinary action and further training against the individuals who did not follow hospital and/or HIPPA rules -disciplinary action and further training for the individuals who lacked the responsibility to investigate and respond to my request for an account audit -notify the other individual that his Demand Bill was sent to an unauthorized person and his privacy was breached. -account balance write-off
Business Response: Initial Business Response /* (1000, 8, 2013/11/12) */ A letter was received from the consumer and responded to on 11/7/13 addressing their complaint. Based on the information provided by the consumer, the facility has conducted necessary audits and investigations. All remediations have been completed with a written follow up response to the consumer. Baptist Hospital sincerely thanks consumers who take the time to share concerns with us. It is through this feedback process that we are able to improve upon the care provided to all of our patients.
BBB's Final Determination: Consumer accepted resolution offered by the business.
Read Complaint Details
Complaint: Set up payment arrangement- paid payments - was turned over to collection agency for full amount. Had emergency procedure on 4.23.13 bill was decided at $683.26 which included the $50.00 that I paid at the Hospital that day. I made weekly payments of $25.00 as promised. 7.12.13 I received a collection letter from CMRE Financial Services Inc. for $654.00 which did not take into account the $175.00 had been paid. I called the billing department and spoke with ****** ******* she said that she was the business office manager. I told her the problem as outlined above she said that the bill was not turned over to a collection agency that CMRE Financial Services was the payment center the Hospital uses. I explained to her that it clearly states that the account had been assigned to CMRE for collection Ms. ******* was very biligerant in telling me that I did not understand. That, and I quote "did not have an open mind". Ms. ******* also stated that I had not paid the 175.00 but she did have a record for a lower amount. She then insisted I give her proof of payment at which time I asked for her email which is : *************@bhset.net. I asked to speak with her supervisor as all I was trying to do was to have my account credited for the payments that I had made as of that date as well as have it removed from CMRE as a collection account due to the fact that I had paid as promised. Ms. ******* said "There is no one above me." I have since emailed Ms. ******* and the CEO of Baptist with no response from either party since July 12. I waited 30 days before notifying BBB. Since the initial Collection letter I have received another collection letter dated Aug. 14th. I would like to state that I did stop making payments effective July 12 until this matter has been cleared up.
Desired Settlement: I would like Ms. ******* to recognize that CMRE Financial is in fact a collection agency. I would think if she is in fact the business manager this would be a no-brainer. I would also appreciate if all the payments that I have made to date be credited as they should have been. I would further request that the account be pulled from CMRE and again resume making payments to finish paying the debt I owe.
Business Response: Business' Initial Response /* (1000, 5, 2013/08/19) */ Contacted customer and let her know that the bill she is receiving is not for the hospital.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved