ComplaintsforHolzer Health System

• Initial Complaint

  03/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 18, 2021, I was in ******* and fell and went to an E R. I came home the next day and as I was on my way home, I received a phone call that I had a broken ANKLE and was told to go to a hospital to get it taken care of. I went straight to Holzer Urgent Care in ********** ****. I gave them the information. I was triaged and taken to get xrays. I came back and was told I would hear something soon and I left. I did not see a doctor. I waited and waited for days and finally on December 22, I traveled to *********** ** and my ankle was cast and set and was taken care of. Later that evening, I received a phone from Holzer and they said I need to call Ortho. That next day I filed a complaint because No one had contacted me or even seen me in the Urgent Care. I did not feel that I should be billed for a service that no one did anything to help me. During the year of 2022, I was sent to collections twice and I called the office where I had filed the complaint each time and was told it was taken care of. On January 26, 2023, I finally received a letter stating that my bills were to be paid that my complaint was unfounded. I called and emailed and I was told that the decision was final. I decided to speak with an attorney. One of the last emails, stated I could get my medical records for court, so I did. I am so glad I did. During their investigation, they said I came in with a boot on my foot, I DID NOT. The ER in *******, just wrapped my ankle. The most startling part was that when I received my medical records, I discovered they had did an xray, not of my ankle, but of my heel. Everything stated that I had come in with a broken ankle, but they took pictures of my heel. My heel was not broken! I feel I do not owe a bill when they took xrays of the wrong part of my body! If they would have, I would not have been hurting those 4 days waiting on a call from Holzer to fix my ANKLE!

  Business response

  04/13/2023

  April 12, 2023 
  

  Better Business Bureau 
  One East 4th, Suite 600 
  Cincinnati, OH 45202 
  

  Re: ******** ****/Reference ID #******** 
  

  To Whom It May Concern, 
  

  Thank you for contacting us regarding the concern filed with your agency by *** ******** **** under the date of March 26, 2023, but actually received, by Holzer Health System ("Holzer") on March 27,  2023. 
  

  Holzer takes all patient concerns seriously and welcomes the opportunity to appropriately address them. *** **** initially contacted Holzer's Organizational Experience Department on December 14, 2021 requesting that all charges related to an Urgent Care visit be waived due to a perceived delay in communicating test results to her. This concern was investigated and *** **** was provided with a written response of our decision. We were disappointed that *** **** did not find this response to be acceptable. 
  

  Thereafter, *** **** requested to "appeal" this decision, and despite our repeated efforts to resolve her concerns, she continues to contest our responses with a new contention related to the perceived  care she received in the December 2021 Urgent Care visit-most of which were not raised in her initial concern. Indeed, the filing with your organization raises concerns not previously raised in her multiple prior submissions. There are numerous inconsistencies throughout her submissions and it is Holzer's position that we will be unable to ever satisfy her concerns, short of discounting all charges associated with this Urgent Care visit from 16 months ago, which Holzer does not intend to do. 
  

  *** **** has indicated that she has turned this matter over to her attorney for further action. Holzer will respond to any claims asserted in the appropriate forum. Holzer regrets that we have been unable to exceed *** ****** expectations for excellent health care and good faith attempts to achieve a 
  resolution. 
  

  Thank you for the opportunity to address this concern. 
  

  Best regards, 
   
  Ryan F**** 
  Executive Director, Organizational Experience 
  Holzer Health System 
  ###-###-#### 
  ***************** 
  

  
  

  Customer response

  04/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******** ****
  

  Customer response

  04/24/2023

  I went to Holzer urgent care with a broken ankle. 
  I went to Holzer on Friday April 20,2023   I got a disc of the X-rays and a copy of the report.  No X-rays were taken of my broken left ankle. The X-rays are of my heel and the X-ray report states my heel is fine, just a heel spur. 
  Not one person looked at my ankle at any point of the visit. 
  i was not aware of the X-rays being taken of the wrong part of my body until I received my  general medical report which was already attached, now I have the proof. 
  I should not pay for a visit or X-rays, when Holzer clearly did nothing to help me with a broken ankle. 
  
  
  

   

  ** i will call this morning to find out how to get this disc to you that you have this additional proof of the X-ray of the wrong part of my body  

   

  Business response

  04/28/2023

  April 28, 2023 
  Better Business Bureau

  One East 4th, Suite 600 
  Cincinnati, OH 45202 
  

  Re: ******** ****/Reference ID#******** 
  

  To Whom It May Concern, 
  

  We received the notification of the additional comment submitted to your agency by *** ******** **** under the date of April 13, 2023, but actually received, by Holzer Health System ("Holzer") on April 26, 2023, concerning our April 12, 2023, filed response and attempt to resolve. 
  

  We are disappointed that our repeated efforts to achieve a resolution has not been successful. We stand by our response provided on April 12, 2023. 
  

  Please consider this as our final response to your agency concerning this claim. 
  

  Best regards, 
  

  Ryan F**** 
  Executive Director, Organizational Experience 
  Holzer Health System 
  ###-###-#### 
  ***************** 
  

  
  

  Customer response

  05/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  I read the “final” response from Holzer. I am confused as to how they tried to resolve the issue. Did I miss something?  Every response has been I owe the bill!  No one has addressed the main issue that Holzer failed me as a patient!  They did not X-ray the correct part of my body!  But yet I owe a bill?  I am asking the Better Business bureau to please work on my behalf to help me understand.  I would love to come and meet someone in person so that I can personally bring all the evidence. I had to seek Medical treatment from another hospital that did X-ray the correct broken part of my body and set the fracture after holzer did nothing except bill me. 
  Regards,
  
  ******** ****
  

• Initial Complaint

  12/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to the Emergency Dept. at Holzer Gallipolis on October 6, 2021. I was not entered by squad. I was having some chest pains. I registered and was told they had no rooms for me and I could wait in the waiting room. My wife and I waited and later was taken in an office (Across from waiting room, in which everyone in waiting room could see) and they did a EKG and also took my blood pressure. Said it looked fine and I could go and sit in the waiting room until they had time for someone to do test. We waited 2 hours in the waiting room, where people were hacking, no sanitizer anywhere to be seen, so we decided to leave. My complaint not only on service, but Holzer charged $687.00 for the Emergency Room in which we never got in. They also charged $269.00 for the Dr. Fee in which the Dr. took my husband's blood pressure, but on bill showed it was an Eval. I called on Nov 10, 2021 and spoke to **** (Holzer Account Representative) and shared my complaints and she said she would have someone from Patient Assistance call me, but everything had been crazy due to Covid. I am aware of Covid but that does not excuse poor health care and extreme bills. Please advise. Thanks, **** and **** *****

  Business response

  01/28/2022

  See attached document.

   

*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. ↩