ComplaintsforHackensack University Medical Center

• Initial Complaint

  03/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  HUMC I am writing this as I sit waiting for my infusion with approximately fifteen other people waiting to go into the infusion suite for over one hour, and people keep coming. This is inexcusable. On top of health issues, having to wait hours for treatment is just not okay. Why is this allowed to continue? It is akin to airlines overselling seats, and making someone being forced to miss a flight because everyone showed up. It is not the fault of the infusion suite, it is the lack of having a good system in place. Please address this issue. It is insulting to the patients made to wait hours to get their treatment. And this is to get into the infusion suite, not including the time waiting for the medication from the pharmacy.Please confirm receipt of this email.Respectfully,******************************************* SAC LCADC CCS ******************************************* SAC LCADC CCS

  Business response

  04/05/2024

  For this date of service, the patient stated that she was unhappy with the waiting time at the infusion center for her treatment, however in our ************************ are, we are not able to address those concerns. Therefore, the informaiton was forwarded over to the Patient Experience offices for a more thorough investigation and resolution.
  

• Initial Complaint

  02/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I made payment arrangements with the hospital to pay off the balance I owed. During the initial conversation, ******* told me that the payment would be made to ************** Okay, no problem. However, if a payment is missed, the account will be returned to the hospital. I decided to pay the bill, so I called the hospital and was informed that my account # ********** has a zero balance. Low and behold, it turns out that I have a loan with ************** I was never informed or authorized the hospital to take out a loan. I was also informed that if the accounts come back to the hospital, it would be sent to collections!. How can account be sent for collections when I am calling you to pay the balance? I am outraged by this fraudulent business practice, and it is totally unacceptable.

  Business response

  02/23/2024

  We have reached out and spoke with **************** on 2/23/24. 

  We confirmed with **************** that she did have an agreed ************* Payment Plan.

  We also advised **************** that her account was never in Risk of going to collections as she had paid the balance.

  We are sending **************** a letter today to confirm that her account is not in collections and the balance is zero.

  This issue is resolved.

  Customer response

  02/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  01/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My son was in emergency room and he was careless.2 hours and he not got medication after arrived I ask the nurse that was the worst nurse ever for medication and she said she couldnt insert the iv in my son and and waiting for doctor ***** that is taking care of another patient but time passed and still no care and I went back to her and still nothing thanks good that another staff was hearing the conversation and she offered help but still is like she doesnt want the other person help she said I dont think you can help but chila it sounds like that she said she can try.it is sad because she not ask for help she just let *** son suffer.thanks chila you an ***** she put the IV line in one and she when for the med.she was so professional.i know if i have to way for the other nurse taking care of him u have to way that she going home and sleep.she came back to the room to take blood I dont know why in short time if chila already did it.she never connected the iv back and leave the iv line exposed because not put any cap.i work in *** hospital and they never leave the iv exposed for any infection.i have go look for her because my son is feeling pain again but she said is not ***** and she not when to put the fluid back.after awhile she came to put fluid but my son ask for med and she said nothing yet and I ask her for the blood she leaves in the table she said is xtra and still she leave it there .my son is in pain because he get to the hospital for opioid withdrawal and he said he going to leave the hospital and telling he rather day his wants to take the iv out and I have to hold him I call for help but not body came u have to go to look for help telling her my son claim he wants to die and he is agitated.she and the doctor when there she ask me to leave the room ,she do not ask my son if I can stay she tell me in bad manners get out she also say they can not heard the lights and of course they never do because I have been there twice and the lights going for ever not body hear because is not sound is just another light.doctor say she going to give pain med but when the nurse came back was Tylenol the said they can not give nothing else because my son is opioid user and they can not give something stronger.my son said he going to leave and the unprofessional nurse tell him ok you want to leave.not problems .she knows the patient is hopeless and the most easy way to not deal with him ok I going to look for yours papers. My son started telling her bad things like you dont care and another bad word and he got out of bed and I tell him you can not leave like that he claim Tylenol no going to help and doctor said thats all .they call security and ask for someone higher that can help but the nurse was telling me I dont have the right to talk because he is adult and he wants to leave and I said he wants to leave because the pain and she still doesnt want I talk very disrespectful.ok the say they can not get no body and my son leave the hospital without any paperwork.she was working on it and he doesnt wants to wait.he was feeling very bad.thanks ***** always ***** in the way

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Fiance was a patient at Hacksack ****************. She died there August 4th. During this painful time, the hospital staff removed and lost (stole) her engagement ring. During her last days on the earth she asked where her ring was every day and they could not provide answers. The nurse who removed the ring in the *** admitted to removing the ring. She also stated she found the ring taped to fiances body. So during transport someone in the hospital staff, be it a nurse or doctor, removed her engagement ring and decided to just tape it randomly to her body instead of following protocol of bagging it, labeling it, bringing it to security to be stored. The Icu nurse admitted to removing the ring and placing it at a nearby computer terminal located in the room. She also did not follow the bag/label/secure protocol. The security officer who took the report did so on a random used piece of paper he had with him, not an official report form. The hospital has not or will not provide me a copy of the report. Since then I have been told the hospital's risk management team is discussing the issue. It has been over a month and half since the report was made and my fiance passed away in their hospital asking for her ring, one of the few things that brought her peace of mind and comfort during her battle with her illness. If she had survived, our wedding date was set for August 28th and she would have had to have her wedding without it.I would also note that several months prior the hospital also lost(stole) her phone when she was unconscious and hooked up to a breathing machine. A phone which contained memories lost forever now. They avoided responsibility by saying anything could have happened to the phone without proof, but this time their staff has admitted fault and they are still not taking responsibility or making things right. I would hate to think they employ staff who take advantage of extremely ill or dying patients because they think no one will notice or care.

  Business response

  10/24/2022

  This matter has been resolved directly with the customer who filed the complaint, **************************

• Initial Complaint

  06/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I was granted authorization from the surrogates courts of Hackensack ** , on May.6,2022 to receive access to all of my mother ****************************** medical records. I have sent them all needed documentation to acquire all of my mother's medical records from Hackensack University Center. I have provided you with copies of this documentation. It has now been over a month, and Hackensack University Center has not provided Ciox Health, at **************. The complete documentation they have received from me via fax, successfully, on multiple occasions. They also have not forwarded the same exact court order, from the Hackensack surrogate's my brother, ******* hand delivered to them as of 6/3/22.

  Business response

  06/21/2022

  We received a letter from BBB in regards to a request from ******************************* about not receiving her mother's medical records, *************************. After reviewing the records for *************************, there were no matching dates of service for what was requested. I reached out to the Medical ****************** and they stated that the patient's daughter, ******************************* had requested a specific date of service, however the patient did not have any services rendered at the facility for that indicated date of service. Therefore, no records would have been sent over if the dates are not matching. She can however reach out directly to teh Medical ****************** at tel# ************ and they could further explain, as the *************************** is not the area that would obtain this information.

  
  

  Customer response

  06/21/2022

  
  Complaint: 17409757
  
  I am rejecting this response because:
  
  My mother, Vera  ******** was  in  fact  a  patient  at  Hackensack  Hospital from 1/25/22 - 2/6/22 and  then  again  from 2/10/22 - 3/26/22. Here are  some  examples  of  my  correspondance  with  Richard  ******* from  patient  experience, at  Hackensack Hospital.

   

   Tue, Feb 15, 2022 2:00 pm
   ******* II, Richard *************************************
  To hardawayt2 ******************
  Cc None
  Medical Records Release Form (...pdf (40 KB)
  This message was sent securely using Zix
  Hi *******,
  
  
  Thank you again for taking the time to speak with ******* and I about your experience.
  I trust your concerns were addressed and remain available if any further assistance is needed.
  
  
  As for the release of your mother's medical record, because her record is still being updated from her current admission we are not able to release until discharge. Additionally, it is my understanding that your mother is alert & oriented and will need to provide her signature and authorization to release her medical records.
  
  
  I have attached a copy of the form for your reference. Thank you!
  
  
  Sincerely,
  *******
  ********************************
  Experience Advisor
  Office of Patient Experience
  
  
  30 ***************, Hackensack, ** 07630
  T: ************ | F: ************
  W: HackensackMeridianHealth.org
  
  
  
  On Mon, Feb 14, 2022 at 8:53 PM hardawayt2 <******************> wrote:
  
  CAUTION: This email originated from outside the organization. DO NOT CLICK ON LINKS or OPEN ATTACHMENTS unless you know and trust the sender.
  
  Dear *******,
  
  
           I  am  forwarding  you a copy  of  the  signed  medical  release  by  me  and  my  witness.  *******,  I  must  tell  you  that my brother and  I  had  a  pleasant  visit  with  my  mother  yesterday,  when we both were able to visit her  in  person. Some  of  us  also  were  able  to  speak  with  her  over  the  phone, while  I  was  in  the  room  with  her  at  the  time. She  was  coherent, alert  and  able  to  hold  a  pretty  good  conversation, on  Sunday. She also was  not  complaining  about  a  great  deal  of  pain.
  Today  however, several  of  our family  members, including  myself,  found  that  she  was  very  groggy, out  of  it, and  her  speech  was  slurred.  Please  do  a regular  health  check  on  her  and  make  sure  the  nurses  are  not  over  medicating  my  mother.  When  we  call  she  needs  to  be  able  to  hold  a  coherent conversation  with  us,  as  well  as  when  we  visit  her  in  person.  My  brother  was  visiting  her  today  and  she  sounded  a  little  better, however,  that  was  not  until  about  3:30 pm.  Under  no circumstances  should  my  mother  every  be  so  heavily medicated  that  her  speech  is  slurred  like  it  was throughout  most of the  day, when talking  with  at  least  three  of  her  family  members  today.
  
  
         I  remain  concerned  about  the  care  my  mother  is  receiving  at Hackensack  Hospital.  I  understand  she  needs  help  feeding  herself, I  helped  with  this  yesterday  and  one  of  the  assistant  nurses  came  in  to  help her  once  I  had  to  leave  for  the  evening. I  am  aware  that  our  mother also, is in  need some  medication  because  she  is  still  healing  from  the  infection, that  was  allowed  to  worsen, and  then  she  was  transferred  to  ATLAS  in  *******, **. This  is  only  to  return Thursday, due  to  the  fact  that  the  infection, she  has  had  and  Dr.  Ferrer  stated  she  needed  surgery for,  on  Thursday, is  in  the  healing  process. However,  too  mush  drugs  is  never  a  good  thing. Again,  in  the  event  you  were  not  aware  my  mother  has  sleep  apnea. Therefore  she  need  to  be  on  a 
   C-PAP  or  Bi-PAP  machine  every night  help  oxygen flow  throughout  her  body.  At  the  Rehab,  she  finally  got  a  C-PAP  on  Wednesday.  It  stayed  there...It  should  have  been  sent  with  her,  if  is  in fact  for  her. In  the  event  my  mother's  insurance is  billed  for  this  C-PAP,  we  need  to  have  this  machine  in  her  possession.
         Please  do  feel  free  to  reach out  to  me  via email  and or  call  after  3 pm tomorrow, or  after  2 pm Wednesday on...
  
  
  Best  Regards,
  
  
  Theresa  ******** **************
  
  

  
  -----Original Message-----
  From: ******* II, ******* <*********************************>
  To: hardawayt2 <******************>
  Cc:
  Sent: Tue, Mar 29, 2022 11:35 am
  Subject: Re: [External] - Health concern for *************************
  
  
  Hi *******,
  Let me follow up with the doctors regarding getting the death certificate addressed.
  Also, I am here until 5pm. Let me know what time works best for you.
  
  
  Best,
  Rich
  
  ********************************
  Experience Advisor
  Office of Patient Experience
  
  
  30 ***************, Hackensack, ** 07630
  T: ************ | F: ************
  W: HackensackMeridianHealth.org
  
  As  you  and  I  can  see  from  these  emails with  patient  experience  at  Hackensack  Hospital.  My mother  was  indeed  a  patient  of  Hackensack  Hospital  during  the  dates  I  have  provided.

   

  I  need  to  know  exactly  who  sent  this  email  to  me  from  the  BBB, as  well  as  who  you  spoke  to  at  the  Hackensack  Medical  Department.

   

  Sincerely,

   

  Theresa  ********

  ************
  
  
  

• Initial Complaint

  09/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  In 2018 I saw ***********************************. Several months later, I received a **** from *** for $532.15. I logged on to mychart (account *********), checked my account, and saw that I had a zero balance. A month later, I received the same ****. Once again, I checked mychart, and again saw that I had a zero balance. I called the billing department and I was told that I owed zero dollars, and this **** was a mistake.About a year later I received the same **** again. I called again and the woman I spoke to in billing told me that something wasn't right, but she was going to figure it out. In the meantime, she told me I owed nothing. I never heard from her again.A month ago I got a notice from collections totaling $820.29 from ***. I called the *** billing **** and was told of charges that I had never seen bills for that totaled $820.29 from 2018. The billing **** told me they would mail me a detailed statement of all of the charges that I have still not received.

  Business response

  10/27/2021

  The account referenced (Acct# ********** in the complaint is a Physician **** and unfortunately we do not handle these bills in this area of the hospital. They have a separate phone number that the patient would need to contact to have this matter resolved. The phone number for the Physician Billing is **************.

  
  

  Customer response

  10/27/2021

  
  Complaint: 15897210
  
  I am rejecting this response because: I have called and spoken to the physician billing office and they are also unable to help me. They refuse to pull me out of collections and resolve this despite the errors on their system regarding my account. It seems as though no one at HMH wants to take responsibility here and it's affecting me and my credit. I have been dealing with this issue for almost 3 years.
  
  
  
  Regards,
  
  *******************************

• Initial Complaint

  08/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ********************************* and the account I refer is **********. My phone number is **********.I am a legal permanent resident in ******* where I live since 2013. I am a single woman and I had not insurance when I needed to use emergency room on the 05/04/2021. The employers at the hospital gave me the address and the documents to fill out for aid financial support. Once I collected all documents I needed I brought personally to the office located at **************** in Hackensack. I called many many times for a following up, leaving many voice mails. Finally on the 6th of July Mrs ********** the manager, answered and she told me that I needed to fill out other documents that she was going to email me. However the only email received was a test email, to ensure that was mine. I replied many times and I called many other times always leaving a voice mail, but nobody has never answered back. I think that people should be treated with more respect, and humanity.

  Business response

  08/23/2021

  The patient would need to speak directly with the ************************ which I will forward the information to. Their direct phone number is ************.

  
  

*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. ↩