ComplaintsforBaptist Health Lexington

• Initial Complaint

  10/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  1. On 8/16/2021, my family (wife, son and myself) were in a car accident. We went to the emergency room at Baptist Health Lexington (group within hospital was Central Emergency Physicians PSC). I received a notice that the total bill for myself in the amount of $1,386.00 on 9/20/2021 (page 1). 2. On that bill, it noted that the outstanding balance was $347.00. I received an explanation of payment from ******* ****** (our insurance--we were not at fault so 100% of hospital bills covered) that said total amount paid $1,386.00 (page 2). 3. I guess some sort of adjustment was needed and the hospital claimed the $347.00 was still outstanding. That payment was completed on 12/10/2021 and I received an explanation of payment from ******* ****** (page 3). This should have completely cleared anything owed to this hospital. 4. I received a bill from the company contracted out (VENTRA Health - Jacksonville, FL) by Baptist Health Lexington in the amount of $347.00. I cross referenced and it's the same bill already completed by LM on 12/10/2021. This bill was processed 2/6/2023--nearly 15 months AFTER the bill had already been paid. The back of all of these notices I have received stem from the visit on 8/16/2021. 5. On 3/1/2023, I contacted the billing company to explain the situation and the proof I had that the payment was already completed. I was told to ignore it and it was $0 (pg 4). 6. FINAL NOTICE received 3/14/2023--same bill (pg 5). Was told by the company it was paid in 2021 and this was an error. Again I was told the issue would be fixed and I requested proof that it was fixed. I was told a bill showing a 0 balance was mailed 3/6/2021 (it wasn't). 7. Received same bill again 7/18/2023. Called 7/25 and account was put on hold to have adjustment services fix the issue and I would receive proof in the mail it was 0 balance in 30-45 days (I did not). I told them they would be reported if they billed again (pg 6). 8. Receive another FINAL NOTICE on 9/28/2023. I'm done.

  Business response

  10/11/2023

  The concern with the patient complaint, was escalated and reviewed with our team and leadership team.  We identify, this could have been handled differently and more efficiently on behalf of the patient.  His accounts have been resolved and he will be notified of this today. 

   

   

   

  Customer response

  10/11/2023

  
  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. I received a call from Baptist health that the billing company was contacted and the account was resolved. Assuming I never receive another bill, I have no reason to pursue this further. 
  
  Sincerely,
  
  ******* *******

  
  

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• Initial Complaint

  12/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/27 I was seen by *** **** ***** at Baptist Health Urgent Care. I previously was seen there on 8/7 for a ************ *********** My symptoms were still present but NOT worsened. My mother was also seen at the same time in the same office for a separate issue . He consulted with my mother first which lasted no more than 5 to 8 minutes. He then consulted with me and concluded that there wasn’t anything further to be done. Recommend I see a dermatologist. No more than 15 min visit. When I received my statement I was charged a 318.00 dollar office visit and duration of time on that statement was 45-59 minutes. My mother’s bill indicated time range of 30-30 minutes . The total duration of time for both services are false . This would assume he spent almost 1 hour total visit time . My statement for this visit on 9/27 is a office visit of 318.00. Why is this office visit more than my Previous visit in 8/7 of 257.00 I was seen for the exact same issue . When I disputed this amount of 318.00 , I was told that it was coded as a high level visit with worsening condition. This was not a worsening condition and why was it coded as High Level? I believe they upcharged my visit and the time duration is false .

  Business response

  12/22/2022

  Hello,

  Our team reviewed the complaint by ***** **** and determined there was an issue with the way this claim was billed.  We adjusted the charge and resubmitted the claim to *** ****** insurance provider.  Our team contacted and spoke with *** **** to discuss the issue in question and made her aware that the claim was corrected and rebilled to her insurance company.  She indicated that she understood and was appreciative that we looked into the issue.  At this time, based on the conversations with *** **** our team believes this concern has been fully resolved.  She has our contact information in the event there are additional concerns that arise from this issue and we have made her aware of our desire to speak with her if there any continued concerns.

  Thank you.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother ***** ****** was just discharged from central Baptist and the rushed her out of hospital without proper information medication and she just had a stroke. The got her denined from rehab cause she was complaining and wrote reports out of spite. When released case worker said there would be a caregiver to help at house with bath n things within week now told separate program. They only sent seizure medicine n pain medicine to ****** didn't send her cholesterol or blood thinner there. Unprofessional and not by the rules or oath they go while being nurses n doctors. I would like the whole staff to be look at for how to deal with patience they care suppose to care for n proper releasing of. The false info and things not being sent to Pharmacy is bad business and improper care. I just want what's best for my mom and they failed horribly.

  Business response

  08/19/2022

  I will need more information about the complaint in order to provide a review. I need the name of the patient, birthdate and the date of the admission visit.

  Sincerely,

  ***** ******

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