Customer ReviewsforDuke Health

I recently underwent surgery to have a very painful pilonidal cyst removed. My wife and I, like most people, are having our fair share of struggles financially and were optimistic to have the surgery done as Duke Health offered payment plan options to help us with cost. The cost of the surgery was between $2,000 and $5,000, which qualified us for a payment term of 24 months. This plan started about 4 months ago. I was making every payment on time. Suddenly some office visits showed up on my statement. And by showed up, I mean I noticed an irregularity in my remaining balance and number of payments. Duke Health added cost to my payment plan with out notice, nothing showing on my statements except the change in balance, and no notes in my duke chart. I was notified a few days ago that the monthly payments have increased by almost double and that is because Duke Health changed the payment terms and now I have 12 months to pay off my surgery. Again, it's only been about 4 months on a 24 month payment plan. Turns out, my remaining balance is below $2,000 now and that would qualify me for a 12 month payment period, if I were needing a payment plan option. Long story short, since my remaining balance reflects a different term option, Duke Health changed my terms, which raised my monthly payments, and no one is willing to see it or help. Furthermore, I believe that any financial aid or service cannot change terms a few months into payment, simply because it suits them. This cannot be legal and I don't know what I should do. No one in billing is willing to help and their only effort is to direct me to a payment plan web page. It was there that I noticed the "Under $2,000 for 12 months" rate and realized what they had done. How does a medical facility keep a patient in the dark regarding accrued costs? How can they justify making changes to a financial agreement without consent? I suppose the next step is to seek a means of legality. Duke Health is not a care facility!

Dear ***************

Thank you for your feedback. When patients set up payment plans for balances with Duke Health a letter is mailed to advise of the payment plan arrangement. The letter warns "If you have additional self pay balances in the future, they will automatically be added to this payment plan, which could increase the monthly payment. If your monthly payment changes, the new amount will show on your next statement." The letter also advises if you are not able to make your monthly payment, feel that your payment may be received late, or have any questions concerning this arrangement, please contact Customer Service at (919) 620-4555 or (800) 782-6945. One of our representatives will be glad to assist you. Thank you for choosing Duke Health for your healthcare needs.

Sincerely,

Customer Service Associate
Duke University Health System

Worst hospital in the area, I always dread coming here. You may be seen and checked in upon arrival, but that's it. Expect to wait 5+ hours to even get a room, longer to speak with a doctor. Went in for knee pain following a possible knee injury, and once I was checked in, I was left in a cold waiting room from 2:30am-7:15am, only being acknowledged once after about an hour or two for x-rays. Had to wait an hour for a blanket. Let the nurses know I was in pain upon arrival and got nothing, not even recommendations as to what I could do to help ease it. Instead, I ended up in more pain while there due to lack of care. After hours of waiting and pain, I rolled up to the front desk and asked for medication. Finally, I was taken to the back to a completely empty waiting area; FULL OF ROOMS after I had been told I was waiting all night because there were none. This has happened almost EVERY time I come to this location; waiting for hours with no treatment whatsoever; leaving you in more pain than you came with. Would NEVER recommend this hospital.

Thank you for sharing your feedback. Wait times are a concern in any emergency department. How quickly one is seen is dependent on many factors. During peak emergency times, an emergency department provider is stationed at the emergency room registration area to perform a medical screening exam and initiate care upon patients' arrival.

How quickly we'll take care of you depends on the severity of your illness. For example, patients who were in a serious car accident or if having a stroke or heart attack, will be taken care of before people who have more minor concerns. If you're not sure whether your situation is an emergency, contact your primary care provider first. They can recommend whether you should go to the emergency department, an urgent care center, or the doctor's office.

In April 2021, I made an appointment with Duke Dermatology . I was told the next appointment was not until August 2021. Wanting to keep all my medical records within the Duke system, I grudgingly accepted the August 2021 appointment. Today, 6/18/21. I was called by Duke Dermatology. I was told my appointment for August 2021 would have to be rescheduled. I was told I'd be rescheduled for December 2021. I asked, "Even though I need a skin blemish to be check for cancer?. I don't want to wait until December." I told the phone lady I do not want wait until December to find out I have cancer. I know I can find an available non Duke dermatologist in the Triangle area.

Thank you for sharing your feedback. We apologize the change in provider schedule/ availability does not meet your needs. Please contact Dermatology appointments at ************ to schedule a sooner appointment with another provider.

I called Duke dermatology today. 6/22/21.
Again I was offered an unacceptably long wait for an appointment. Instead of December, the month of October ( depending on some additional info ) might have been available.
I declined an October appointment.
Thank you for trying.
Just seem s to me that Duke's Hospital systems have gotten too big to serve local Durham residents.

Not letting children n to see their sick grandparents ( not covid related ) is ridiculous. Child should b able to go n a hospital. What does their age have to do with anything covid related. 100s of adults r n and out but no child. I'm pissed. I have no one to watch my son. Came all the way up here, 1 hour ride, and I cant go see her bc he cant. Wrong, and stupid rule. People at front desk was very rude and not apologetic about the situation at all.

Good afternoon ***********,

Thank you for sharing your feedback. Duke Health is taking precautions to keep everyone safe and protected from possible exposure to COVID-19 during appointments, surgeries, and procedures at our hospitals and clinics. Visitation guidelines are available at: ***********************************************

Duke university has been my health care provider for over 10 years for a reason, I chose them for their excellent care. Despite paying my medical bills on time on my current payment plan, they have decided to double my payment plan. I have ms and already have an astronomical amount of bills from that. Recently I received the covid 19 shot and had an anaphylactic reaction which added 5000.00 to my current medical bill. I have reached out to duke billing to request to keep my payment the same, as I cannot afford the new payment they set forth without permission. I've gotten the same answer "no". It has always been my intent to pay my bill and I've been on time without miss. Now I absolutely cannot afford the new payment snd have to stop physical therapy and any treatment related to my ms because I can't afford my new bills and cannot afford. To accumulate new ones. The stress from not being able to pau my duke bill is making my ms worse. I've written my duke neurologist to let her know that I can't continue care at duke because of this. This is a travesty and duke should have a greater moral sense than this. So much for leading and caring. I've also written the governor snd senator to express my concerns about duke billing or shall I say the new *********

Thank you for sharing your feedback. Unfortunately, Duke Health management is no longer able to extend payment plans beyond the policy guidelines. Duke Health has a Financial Assistance Program. Please review our Financial Assistance policy criteria and access the application here:
 
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I've applied for the financial assistance program and was denied. Any other suggestions?