Complaints
This profile includes complaints for Deaconess Health System's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 8 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:07/28/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I’m being billed for the entire amount of the cost for my visit. My Humana Military hasn’t been properly billed for my claim.
Business Response
Date: 07/28/2025
******* *******'s visit from 6/18/25 was billed to Humana Military Tricare on 6/19/25. It was denied on 6/26/25 for incomplete subscriber information. The patient contacted the billing office on 6/30/35 and this information was updated and rebilled with Tricare. It is currently pending a response from the insurance and is not being billed to the patient.Customer Answer
Date: 07/28/2025
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
Date:02/10/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had blood taken at Deaconess hospital in **** Il. on 03/21/2024. At check in I was assured that the blood samples would be sent to ***** labs to be processed, which is a free service to me through my insurance carrier. The cards that were scanned at time of check in had that Lab Card ***** information on it. I was also clear that the lab work should be sent there. I received a bill the first part of November for $291.32 at that time. After calling my **** ***** insurance and getting an itemized bill through Deaconess, I discovered the blood work was done at the hospital labs instead. This resulted in only getting 80% of the $2,296.90 bill covered instead of 100% had the blood work been sent to ***** Labs. I have been calling since 11/04/24 to get this bill adjusted. I had very good service at the **** ********, Except for the error on where the blood was sent to be processed. I would appreciate the bill being adjusted to reflect My added cost.
I sent the above paragraph to Deaconess Hospital in ***** After multiple phone calls my complaint was finally escalated on January 13 2025.
I received a letter back today that stated after a thorough review of my account. All charges are valid and I owe them $291.32. I feel the bill should be adjusted since they neglected to send the blood work to the proper place.
Deaconess Hospital ***** ****** *** * **** ** **** ** ***** ***** ********Business Response
Date: 02/13/2025
Patient access contacted the patient on January 15, 2025 and informed him that a form would be completed to adjust off his balance. Patient Relations sent the patient a letter on January 28, 2025 to re-iterate that patient access had spoken with him and submitted a form to adjust off his balance. This has been resolved and patient access has confirmed that his account balance for this bill is $0.Customer Answer
Date: 02/14/2025
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
Date:03/08/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 8 31 2023 i took my son ****** **** to the deaconess express clinic in ********* kentucky. I took my child to the dr because he was sick. Like normal sick. Caughing runny nose etc. I have been this type of sick alot and every time i went to the dr i got medicine. This day was different at deaconess express.
I denied a covid test because my child was just regular sick like always. Like i have been many times before. At the moment i denied the covid test she told me to just gargle with salt water for a sore throat. And gave a strep test which was negative.
Covid is a touchy subject. You either believe in it or you dont. I dont and she (the nurse) did. Can i not get decent healthcare wkthout having covid shoved in my face?
I think that the nurse was very unprofessional in how she handled this. I have complained to company and they tell me that they revjewed and everything was fine on their end. But i still owe 152.25 of a 380.00 bill they sent to insurance.
I am not happy woth the services i was given. Which was "gargle with salt water" i could have done that without a drs direction.
I would like my bill to be wrotten off. I have contacted them trying to get it lowered and reevaluated but they demand me pay 150.25 for being told to gargle with salt water.Business Response
Date: 03/15/2024
Thank you for notifying us.
This matter has been referred to the Deaconess Express Clinic Leadership and the
Medical Director. We will reach out to the parent directly once the review and follow
up has been completed.Initial Complaint
Date:01/12/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
It’s been going on for four year now. There has been some mix up with my medical records with someone else who has the same name as me and birthday. Today I went to see my OBGYN who was under the impression this pregnancy was my 6th. The medical assistant pulled my chart and named a lot of birth dates of children I didn’t know from a ******** **** with the same birthdate as me. Her info and my medical info was all in my chart. This is the third encounter I have had with this. In 2021 in was a positive Covid test that was not mine. In 2022 in a pap screen that was not mine that showed up on my my chart. I am know researching my insurances claims to verify this other person claims are not getting charged to my insurance. I’ve called the mychart hotline and was told it would be corrected but obviously it is not.Business Response
Date: 01/26/2024
Thank you for notifying us. This matter has been referred to the Privacy department and IT departments. Work has begun to identify any information that needs to be removed from the patient's medical record. We will reach out to the patient directly once follow up has been completed.Customer Answer
Date: 01/26/2024
Complaint: ********
I am rejecting this response because: I feel as if the hospital has violated my HIPPA rights. I have contacted the other patient and she has received information about my medical records as well.
Sincerely,
***** *********Business Response
Date: 02/29/2024
Due to HIPAA and the sensitive nature of this complaint a response will be sent directly to the complainant detailing our follow up. This matter is currently being investigated. The patient will receive direct follow up from Deaconess regarding this matter.Customer Answer
Date: 03/01/2024
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.Please call me at ***** ******** or ************
Sincerely,
***** *********Initial Complaint
Date:12/05/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dr ****** office and Deaconess are charging me for two office visits when i only had one.
This was Oct 17th 2022.
Ive contacted the office manager. She refuses to change billing.
At no time did anyone inform me i would be charged for two visits. Not during or after at check out. I only found out when the bill arrived.Business Response
Date: 01/02/2023
Business Response
Contact Name and Title: *****, Patient Relation
Contact Phone: XXX-XXX-XXXX
Contact Email: ****************@deaconess.com
We regret you have not been able to resolve this issue with the office. Please contact Deaconess Clinic Patient Relations at XXX-XXX-XXXX so that we may assist in initiating a formal review.
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