ComplaintsforCommonSpirit Health

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife and I had immunizations on 11/30/2023 for the Flu, Shingles and ******19 booster. We have insurance, are over 50 and the services should have been completely covered. Centura is refusing to accept United Health Care's coverage of the ******19 booster even though our insurance United Health Care has confirmed our balance should be $0 as they covered the services. We have received a bill for $424 and now a follow-up for being overdue while we are trying to resolve this.We have spent hours on the phone over the past several months with both Centura and United Health Care. One of the representatives of United Health Care (Keesa) called Centura on 1/25/24 to explain the services were covered and we no longer have any financial obligation for the services.*******'s hospital website even advertises that the ******19 immunizations are free, yet we are being charged even with insurance. We are attaching the Centura statement, a screenshot of the hospital's advertising of no cost ******19 immunizations. and United Health Care's statement of benefits.We would like the charge removed.

  Business response

  02/26/2024

  Thank you for allowing Centura Health to care for you. Serving our patients and communities is our passion. This email is to acknowledge that your patient account/billing dispute has been received, and is in the process of being reviewed. Once the review has been completed the findings and our final determination will be communicated back to you by letter. We are sorry to learn that you have been dissatisfied with the insurance and patient billing process,as experienced, to date.
  
  Please be advised that this process may take ***** days. If you have not received a resolution within 60 days, you may call our *********************** to check the status of the dispute. Our **************** number is ************ or ************.
  
  Note: Patient Account/Billing issues exclude the Patient Grievance Process,Quality of Care and Clinical Concerns. These issues should be referred to the ************ Representative/Advocate.
  
  Details surrounding the Patient Grievance Process and a current list of the appropriate ************ Representative, by facility, can be found at the following link:
  
  *************************************************************************
  
  We appreciate the opportunity to serve you.
  
  Sincerely,
  The Centura Health Patient Account Billing Disputes and Resolution Department 

  Customer response

  02/27/2024

   
  Complaint: 21293723
  
  I am rejecting this response because:
  
  We received assurance from the CommonSpirit ************** billing department the bill would not be considered past due during the time we are disputing this claim.  Immediately afterwards we received a past due email for this disputed charge.  I am not confident that during this process the hospital will not attempt to send this to collections during their stated ***** day review process.  We've been trying to resolve this for 3 months.  We are requesting that Centura Health escalate and expedite this claim.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  No working heat in this office building since 1/2/24. Temperature currently 52 degrees inside the office. Despite multiple complaints - issues is still not resolved. Management said portable heating units would be provided in the interim but we still have no portable heating units for **************************************************************************** as of 2/7/24.

  Customer response

  03/08/2024

  Yes Common Spirit which is based in ******* is the company that manages **************************************************************************

  Business response

  04/09/2024

  In late December 2023, the heat exchange system at *********************************** encountered issues amid a cold front, with complete failure occurring on January 8th, 2024. Subsequently, over the following four weeks, multiple vendors worked on-site to devise a repair solution. By February 5th, 2024, a permanent repair plan was established, entailing the manufacturing of a new heat exchanger with a ***** week lead time. In the interim, from February 9th onwards, 63 portable heating units were installed throughout the building to mitigate discomfort, although some tenants opted to turn them off due to noise. Despite this, the units improved the temperature within the spaces. On February 28th, 2024, the portable units were removed, and an ***************** solution was implemented, achieving a heating capacity of 95%. Delays in this process were attributed to the intricacy of the work and solution. This interim solution is expected to suffice until the arrival of the new heat exchanger. While we anticipate completion by May 31, 2024, we remain cautious due to potential unforeseen circumstances.

  
  

  Customer response

  04/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  05/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/23/2022: Went to ER at Dignity Health YRMC. Diagnosed with broken hip, no surgeon available, sent by ambulance to Dignity Health CRMC for surgery.10/2022: Received bill from ************** YRMC, and CRMC. **** financial assistance application to all 3. 12/29/2022: Financial assistance granted at *****% by YRMC. 1/1023: ******************** to inform of *** approval, told they would process info, give it 10 business days. (On the back of their ***** it states that the ************* will accept whatever financial assistance granted by the hospital.) 2/2023: Received letter from collection agancy for 3 (of 4) medical ***** from DH *************. Called again, spoke with Heaven, told to email copy of *** letter, referencing 4 invoice numbers in the email. Email sent while on phone with rep. 4/21/2023: Received 2nd collection letter. Called medigal group again, told to FAX everything. FAX sent same day. Told to wait another 10 days. 5/11/2023: Called medical group, spoke with *********, told they had not received application, email, or FAX. Provided pbscustomerservice email to file complaint. Emailed complaint that day. Received response from customer service asking for a copy of the *** letter. Emailed letter that same day.5/12/2023: Received response saying I was not eligible for financial assistance because the date of service on the *** letter was 5/23 and doctor ***** were for 5/24-25. Also said not elibigle because insurance had already made an adjustment, balance was patient responsibility. *** policy states: "An underinsured individual is someone who has health coverage, but who has large medical ***** that are not fully covered by insurance." Emailed this to medical group. They have stopped all communication. Local financial office was informed of difficulties I am having with medical group and sent a 2nd letter, which I provided to medical group. I've been trying to pay bill since 10/2022 but medical group refuses to apply discount.

  Business response

  09/07/2023

  We did respond to ************ back on June 27, 2023 and had resolved the account at that time. 

  Customer response

  09/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ive had complications for most of the pregnancy. on feb 7 i had an *************** showed my baby to be 8 lbs, big baby! on feb 24th i had a dr **** and my obgyn felt at that time i had alot of fluid & wanted to run test to make sure baby was ok. obgyn ran test didnt get desired results immediately made me sign forms for c section and tubiligation then i was sent to l&d for more test which shouldve been 30 min to 1hr then sent home if passed if not baby should come out that night or next morning. baby failed test for 6 hours and they refused to take him out. a nurse even said cmon baby breathe and still they refused to take baby out to truly discover problem. instead they filled my already ****** fluid and swollen body with more fluid. baby was born in distress not correctly breathing and full of fluid. baby goes to nicu and mistreatment continues. I have already spoken to the director about this and was asked what I would like which is for this to never happen again after me, but I didnt think the nicu was going to cause more issues for me after our discussion especially after the social workers advised me that they want me to feel at ease and good about the baby having to stay in the nicu. Taking away my spouses rights to see our son and I just had a c-section and my tubes tied I need all the support I can get. I now cant even focus on my recovery being the only one allowed here. Ive never felt so sad in my life. Having a baby put in the nicu there is 0 compassion at ****************** Hospital in **********, **. They are feeding my son 2.5oz every 3 hrs its been 3 weeks and they still wont release him theres nothing wrong with him from what the doctors have told me. Please look into how this Nicu is ran.

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