Business Profile

Hospital

WellSpan Health

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Complaints

This profile includes complaints for WellSpan Health's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

21 total complaints in the last 3 years.
12 complaints closed in the last 12 months.

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The 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:04/15/2025
Type:Billing Issues
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.
WellSpan ***** put a bill in collections that I never heard of. Its from 2017. I called billing to try to straighten it out. On hold for 45 minutes. I explained my situation, told her I was on hold for 45 minutes. She hung up on me
Business Response
Date: 04/24/2025
April 1, 2025

Better Business Bureau
Attn: ******* *******
*****************************************************************

RE: Complaint ID #********; ******* ******

Dear Ms. ********

I am responding on behalf of WellSpan ****************** to your letter dated April 16, 2025, regarding a response from the complainant received by the Better Business Bureau (BBB). The complainant is dissatisfied with his bill, specifically regarding services in 2017, for which he received a bill for $247.00 from Wellspan.

First, please be assured that WellSpan ****************** and other WellSpan Health providers are very committed to providing safe,high-quality care to all their patients, including the financial aspects of care. It is of utmost importance that we collaborate with the patients we serve.

We apologize for Mr. ******* dissatisfaction, and we have reviewed his complaint. Upon review, it was noted that Mr. ****** has an outstanding balance of $247.00 from 12/5/2017. Multiple billing statements were sent to Mr. ****** between December 2017 and March of 2018 before being turned over to collections. Although an old balance, Mr. ****** remains responsible for existing debt owed to Wellspan. If Mr. ****** would like to review his account, we would be happy to discuss with him. Mr. ****** may contact us via the **************** line at ************.

Thank you for bringing this matter to our attention and providing us with the opportunity to investigate and respond.

Sincerely,

**** ******
Patient Experience Program Administrator
Initial Complaint
Date:03/20/2025
Type:Order Issues
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.
I am very disappointed in the handling of costs and billing of my hospital stay and further appointments after I had almost had a stroke back in November of 2024. I have checked and found that after Wellspan jacked up over a $10000 bill they decided that they would no longer accept my insurance and left us with close to $20000 in medical debt. I am a union member and a veteran and feel as though I am being conned by a monopoly of a company because I was taken to there hospital during my time of crisis. If I knew that they would eventually not accept my insurance I would have went elsewhere. I have received no help from the hospital and now my vital prescriptions aren't being covered by insurance because they won't accept it. I would advise anyone who is seeking medical services to check that they will accept your insurance and maybe even get it in writing.
Business Response
Date: 04/02/2025
April 1, 2025

Better Business Bureau
Attn: ******* *******
*****************************************************************

RE: Complaint ID #********; ******* *********

Dear Ms. ********

I am responding on behalf of WellSpan ****************** to your letter dated March 21, 2025, regarding a response from the complainant received by the Better Business Bureau (BBB). The complainant is dissatisfied with his bill, specifically regarding bills for multiple services since November 2024, for which he received a bill for $10,430.39 from Wellspan.

First, please be assured that WellSpan ****************** and other WellSpan Health providers are very committed to providing safe,high-quality care to all their patients, including the financial aspects of care. It is of utmost importance that we collaborate with the patients we serve.

We apologize for Mr. ****** dissatisfaction, and we have reviewed his complaint. Upon review, it was noted that Wellspan is not par with *********************************************** and unfortunately, results in a higher out of pocket cost due to being outside of the network. Financial assistance information was sent to Mr. ********* via Wellspan portal ************ response has been received from Mr. ********** A letter will be mailed to Mr. ********** home address as an additional method to deliver financial assistance information. In addition, a member of the financial assistance team will also reach out by phone.

Thank you for bringing this matter to our attention and providing us with the opportunity to investigate and respond.

Sincerely,

**** ******
Patient Experience Program Administrator
Initial Complaint
Date:03/05/2025
Type:Service or Repair Issues
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.
We had *** insurance through my employer the State of MD that ended 12/31/24. My husband was given a cpap in October and was told he had to use a minimum of 4 hours per night for h not to be billed. Wellspan decided to drop UHC 11/1 thru 12/14 because they could not negotiate an agreement. We were billed 11/5 and 12/5 for the cpap machine and it was denied out of network. I continued to pay my UHC premiums and feel that I should not be responsible for the $229.06 they are charging. It was not our fault in anyway. I do not feel this should be our responsibility to pay. I have called UHC and Wellspan and I was told it is our responsibly.
Business Response
Date: 03/18/2025
March 18, 2025

Better Business Bureau
Attn: ******* *******
*****************************************************************

RE: Complaint ID #********; ***** ****

Dear Ms. ********

I am responding on behalf of WellSpan *******************Durable Medical Equipment to your letter dated March ******, regarding a response from the complainant received by the Better Business Bureau (BBB). The complainant is dissatisfied with her spouses bill,specifically regarding **** machine charges in the amount of $229.06.

First, please be assured that WellSpan *******************Durable Medical Equipment and other WellSpan Health providers are very committed to providing safe, high-quality care to all their patients, including the financial aspects of care. It is of utmost importance that we collaborate with the patients we serve.

We apologize for Ms. ***** dissatisfaction, and we have reviewed her complaint. Upon review, it was determined that Wellspan will bill the remainder of the **** rental to the patients current insurance *********** addition, Wellspan will adjust off the amounts that were set to patient responsibility during the gap period. Ms. **** was made aware of this plan and was satisfied with the outcome.

Thank you for bringing this matter to our attention and providing us with the opportunity to investigate and respond.

Sincerely,

**** ******
Patient Experience Program Administrator
Customer Answer
Date: 03/19/2025
[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
Date:02/20/2025
Type:Billing Issues
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.
My name is ******* ****** I need to dispute this invoice is inaccurate for $9.24 to $0.00 because it was supposed to be billed to my insurance not to me so I need yall to dispute it to $0.00 or waive it to $0.00 or dispute it to and bill it to my insurance company mro reference id ******** and mro online tracking number is WELLJFT8EN9XF and invoice number is ******** etc and send proof when it is waived to $0.00
Business Response
Date: 02/28/2025
February 28, 2025

Better Business Bureau
Attn: ******* *******
*****************************************************************

RE: Complaint ID #********; ******* ******

Dear Ms. ********

I am responding on behalf of WellSpan ****************** to your letter dated February 21, 2025, regarding a response from the complainant received by the Better Business Bureau (BBB). The complainant is dissatisfied with her bill, specifically regarding a bill from *** in the amount of $9.24.

First, please be assured that WellSpan ****************** and other WellSpan Health providers are very committed to providing safe,high-quality care to all their patients, including the financial aspects of care. It is of utmost importance that we collaborate with the patients we serve.

We apologize for Ms. ******* dissatisfaction, and we have reviewed her complaint. Upon review, it was discovered that the *************** submitted to the BBB is not a Wellspan bill. Rather, it is a bill from ***. Per the *** bill, it appears the patient requested medical records to be sent to Wellspan Orthopedics-*. ****** St. *** charges for this service and it is not something billable to insurance. In addition, a message is included in the bill referencing the dispute process, should the patient desire to do so.

Thank you for bringing this matter to our attention and providing us with the opportunity to investigate and respond.

Sincerely,

**** ******
Patient Experience Program Administrator
Customer Answer
Date: 02/28/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22970774

I am rejecting this response because:
I never received medical records from yall need it to be waived to $0.00 or dispute to $0.09 and send me proof the the new current balance showing $0.00 etc.

Regards,

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

Customer Answer
Date: 03/01/2025
Send this to the business Complaint: 22970774

I am rejecting this response because:
I never received medical records from yall need it to be waived to $0.00 or dispute to $0.00 and send me proof the of the new current balance showing $0.00 etc.

Regards,

******* ******
Customer Answer
Date: 03/01/2025
Send this to the business I have contacted mro more then one time but they keeping telling me it will be waived to $0.00 soon but it still isnt so please help me or waive it to $0.00 for me etc.
Business Response
Date: 03/07/2025
March 7, 2025

Better Business Bureau
Attn: ******* *******
*****************************************************************

RE: Complaint ID #********; ******* ******

Dear Ms. ********

I am responding on behalf of WellSpan ****************** to your letter dated February 28, 2025, regarding a rejection response from the complainant received by the Better Business Bureau (BBB). The complainant remains dissatisfied with her bill, specifically regarding a bill from MRO in the amount of $9.24.

We apologize for Ms. ******* continued dissatisfaction, and we have again reviewed her complaint. As stated in the initial response, the *************** submitted to the BBB is not a WellSpan bill. However, since ********* states she did not receive the records, as a courtesy, we will request an adjustment of the fee with MRO, which should result in a balance of $0.00.

Once again, thank you for bringing this matter to our attention and providing us with the opportunity to investigate and respond.

Sincerely,

**** ******
Patient Experience Program Administrator

Customer Answer
Date: 03/07/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22970774

I am rejecting this response because: I visited this site it told me I still own a amount for $9.24 it wasnt waived to $0.00 online because waived it to $0.00 online and send me proof that is $0.00 *************************************************************************************

Regards,

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

Business Response
Date: 03/14/2025
March 14, 2025

Better Business Bureau
Attn: ******* *******
*****************************************************************

RE: Complaint ID #********; ******* ******

Dear Ms. ********

I am responding on behalf of WellSpan ****************** to your letter dated March 10, 2025, regarding a rejection response from the complainant received by the Better Business Bureau (BBB). The complainant remains dissatisfied with her bill, specifically regarding a bill from MRO in the amount of $9.24.

We apologize for Ms. ******* continued dissatisfaction, and we have again reviewed her complaint. Leadership completed a status check with MRO. The invoice for $0 was mailed out by *** on March 10, ************************* ****** via the patient portal with a portal message.

Once again, thank you for bringing this matter to our attention and providing us with the opportunity to investigate and respond.

Sincerely,

**** ******
Patient Experience Program Administrator

Customer Answer
Date: 03/14/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22970774

I am rejecting this response because:
Can you show me proof it was waived to $0 please

Regards,

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

Customer Answer
Date: 03/14/2025
Send this to the business ask them when will I get the letter In the mail I didnt get it yet what date and year and month?
Customer Answer
Date: 03/18/2025
Please reopen my complaint up again and ask them when will I receive the letter in the mail?
Customer Answer
Date: 03/18/2025
Told them I never got the letter in the mail etc.
Initial Complaint
Date:02/16/2025
Type:Order Issues
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.
In August I was sent to ER by Wellspan Urgent Care, after further evaluation, I was admitted. Wellspan had all of my insurance information. I later received a bill for $5,500 after multiple phone calls to both insurance and Wellspan billing it was determined that the provider (Wellspan) did not submit the proper pre-authorization paperwork in the time it was due to the insurance company per the contract. The insurance company only paid a portion of the claim because the provider failed to submit the paperwork, as documented in my explanation of benefits which I sent to Wellspan billing department. It is the providers responsibility not the patients responsibility but they continue to bill me the balance when the insurance company has clearly stated the denials was due to the provider not submitting the required paperwork. I am not responsible for this bill but I continue to get the run around every time I contact the billing department.
Business Response
Date: 02/27/2025
February 27, 2025

Better Business Bureau
Attn: ******* *******
*****************************************************************

RE: Complaint ID #********; ******* *****

Dear Ms. ********

I am responding on behalf of WellSpan ****************** to your letter dated February 17, 2025, regarding a response from the complainant received by the Better Business Bureau (BBB). The complainant is dissatisfied with his bill, specifically regarding a bill for an Inpatient admission dated 7/28/24-7/31/25, for which he received a bill for $5,500 due to the lack of a pre-authorization being obtained by Wellspan.

First, please be assured that WellSpan ****************** and other WellSpan Health providers are very committed to providing safe,high-quality care to all their patients, including the financial aspects of care. It is of utmost importance that we collaborate with the patients we serve.

We apologize for Mr. ****** dissatisfaction, and we have reviewed his complaint. Upon review, it was discovered we experienced a gap in our standard process, resulting in a billing error of $5,345.46. The charge has been voided. Again, we apologize for this error.

Thank you for bringing this matter to our attention and providing us with the opportunity to investigate and respond.

Sincerely,

**** ******
Patient Experience Program Administrator
Initial Complaint
Date:01/22/2025
Type:Service or Repair Issues
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.
Wellspan has charged me for services that were not completed. They are stating I had an ultrasound done on 8/14/2024 that I did not have. They have billed me ****** for services. and have now sent me to collections. I DID NOT HAVE THE TEST DONE THRU WELLSPAN.I did have the ultrasound done thru UPMC on 8/13/2024 and paid for it.
Business Response
Date: 01/29/2025
January 29, 2025

Better Business Bureau
Attn: ******* *******
*****************************************************************

RE: Complaint ID #********; ******* ******

Dear Ms. ********

I am responding on behalf of WellSpan ****************** to your letter dated January 22, 2025, regarding a response from the complainant received by the Better Business Bureau (BBB). The complainant is dissatisfied with her bill, specifically regarding a bill for an ultrasound dated 8/14/24. The complainant states there was no ultrasound performed and the account has now been sent to collections.

First, please be assured that WellSpan ****************** and other WellSpan Health providers are very committed to providing safe,high-quality care to all their patients, including the financial aspects of care. It is of utmost importance that we collaborate with the patients we serve.

We apologize for Ms. ******* dissatisfaction, and we have reviewed her complaint. Upon review, it was discovered the charge was entered in error. The charge has been voided and the collection agency has been notified to close the account. In addition, education was provided to the team.A customer service representative called Ms. ****** today to advise her of this outcome.

Thank you for bringing this matter to our attention and providing us with the opportunity to investigate and respond.

Sincerely,

**** ******
Patient Experience Program Administrator
Initial Complaint
Date:01/04/2025
Type:Sales and Advertising Issues
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.
On November 6th 2024 I had an office visit with my primary doctor, Doctor *********. The nurse asked if I needed refills on prescriptions, I said yes with the exception of a recue inhaler which I no longer used. I would latter find out that she inadvertently did not remove the inhaler but instead removed another medication Fluticasone I use for COPD. A few days later I messaged the portal of the error but didnt get a reply. On Dec 3 I then called the Office and asked to speak to the manager was put on hold and after 15 minutes after which I hung up. I then called wellspan customer service asking for assistance after which I received a letter stating wellspan had 30 days to investigate. On Dec 27 2024 received a message from a ****** to call her back. I have and left messages on Dec 27, Dec 30, Jan 2 and Jan3. I also called customer service again and they said they would request that someone would reach out to me. Its been 60 days and counting and they cant seem to correct a simple clerical mistake.
Business Response
Date: 01/16/2025
January 16, 2025

Better Business Bureau
Attn: ******* *******
*****************************************************************

RE: Complaint ID ********: **** ********

Dear Ms. ********

I am responding on behalf of WellSpan Family Medicine-********* St. to your letter dated January 6, 2025, regarding a rejection response from the complainant received by the Better Business Bureau (BBB). The complainant states he has not heard from the practice manager regarding a clerical mistake with two of his medications. The complainant states he has called the practice numerous times and spoke with customer service and that it has been 60 days since he first reported the issue.

First, please be assured that WellSpan Family Medicine-********* St and other WellSpan Health providers are very committed to providing safe,high-quality care to all their patients, including the financial aspects of care. It is of utmost importance that we collaborate with the patients we serve.

We apologize for the patients dissatisfaction. We have reviewed Mr. ********* complaint, and our investigation revealed we missed the **** with timeliness in providing what Mr. ******** needed to ensure his medications were correct and available for him. The practice manager reached out on January 15, 2025 and spoke with Mr. ******** about the delay and has taken appropriate measures to rectify the complaint and has communicated our deepest apologies.

As always, thank you for bringing this matter to our attention and providing us with the opportunity to investigate and respond.

Sincerely,

**** ******
Patient Experience Program Administrator
Customer Answer
Date: 01/16/2025
[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
Date:11/26/2024
Type:Customer Service Issues
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.
We recieved an extremely unexpected bill from Wellspan in the amount of $1500 for recent vaccines and other services rendered. They did not send the bills to our insurance and are now demanding us to pay in full. They never once told us that our insurance wasnt paying for this and allowed us to repeatedly come in and rack up a bill that we would be later responsible for in cash with absolutely no knowledge of this. If this isnt resolved, we will probably be hiring an attorney.
Business Response
Date: 12/05/2024
December 5, 2024

Better Business Bureau
Attn: ******* *******
*****************************************************************

RE: Complaint ID ********: ****** *******

Dear Ms. ********

I am responding on behalf of WellSpan Family and Maternity Medicine-Ephrata to your letter dated November 26, 2024,regarding the complainants concern about billing, which was received by the Better Business Bureau (BBB). The complainant states he received a bill (for his child) for recent visits to the above named Wellspan medical practice in the amount of $1500 and that the bill was not sent to their insurance company.The complainant further states he was not informed that their insurance company was not paying, including additional visits that resulted in increasing costs,and was now expected to pay in cash.

We apologize for Mr. ******** dissatisfaction. The leadership team has reviewed the complaint. Upon review, the result of the findings are the following:

-Wellspan is non par with the insurance company (********)
-The claim was submitted, but no response was received due to a company address issue. The address was updated and all outstanding claims were resubmitted to the insurance company on 11/29/24.
Mr. ******* was advised of the resubmission the same day.

Please note, it could take 30 days to receive a response from the insurance company. Mr. ******* was informed to disregard the bill received at this time since the claims were resubmitted. The balances are no longer listed under self-pay and are back under insurance for reprocessing.Once the insurance company finalizes, the patient will receive a new statement.

As always, thank you for bringing this matter to our attention and providing us with the opportunity to investigate and respond. ********** is welcome to contact the ****************** should he wish to speak with someone for additional information or if he has questions. We are happy to assist.

Sincerely,

**** ******
Patient Experience Program Administrator
Customer Answer
Date: 12/06/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22606838

I am rejecting this response because:
I still havent recieved a resolution in an acceptable manner. I will accept the business response when they do whats right. And clear the debt that was illegally billed to me. The no surprises act of 2022 was violated in this case along with my civil rights as a guardian of a patient.

Regards,

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

Business Response
Date: 12/13/2024
December 13, 2024

Better Business Bureau
Attn: ******* *******
*****************************************************************

RE: Complaint ID ********: ****** *******

Dear Ms. ********

I am responding on behalf of WellSpan Family and Maternity Medicine-Ephrata to your letter dated December 6, 2024, regarding a rejection response from the complainant received by the Better Business Bureau (BBB). The complainant maintains disagreement with the billing process.

We again apologize for Mr. ******** continued dissatisfaction. The leadership team has reviewed the complaint again,including updated information from 12/4/24. The updated information describes that Mr. ******* had spoken with the **************** team regarding a bill he received in the amount of $1512.00, which was the bill sent due to no response received from the payor and was prior to our team resubmitting all the claims to the correct PO Box. At this time, there is no patient balance due, and all claims are now pending with insurance.

As reviewed in the first response to the BBB, it could take 30 days to receive a response from the insurance company. Mr. ******* was informed to disregard the bill received at this time since the claims were resubmitted. In addition, Mr. ******* mentions in his rejection response that there was a violation of the No Surprises Act of 2022. The No Surprises Act pertains to patients who are seen in the ********************* None of the patient's visits were through the ********************* so the No Surprises Act would not apply in this case.

As always, thank you for bringing this matter to our attention and providing us with the opportunity to investigate and respond. Again,Mr. ******* is welcome to contact the ****************** should he wish to speak with someone for additional information or if he has questions. We are happy to assist.

Sincerely,

**** ******
Patient Experience Program Administrator
Customer Answer
Date: 12/15/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22606838

I am rejecting this response because:I have little to zero faith that this will be handled in the appropriate manner I expect it to. I will mark my response as satisfied when I see a zero balance bill. Not before my insurance rejects it as out of network which I was told the opposite each visit.

Regards,

****** *******
Initial Complaint
Date:11/19/2024
Type:Service or Repair Issues
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.
My daughter ****** ****** went to the emergency room on Sept 9 to be treated . We were there from 2 pm. They did test and at 10:30 pm they did a Cat Scan and 3 hours later we were still waiting. The ** came and said they are required to have results in 1 hour and this is unacceptable. Since we were there already for 12 hours. We could go home and they will call us. So we did . At 6am on sept 10 they called and told my daughter to come back. Now York Hospital is charging us for a second visit. I called and asked them and they said we asked to leave. WE WERE TOLD TO GO HONE !!If they did their job the night before we would have not had to return. Im requesting the second charge be removed. Since its not our fault and they told her to return.
Business Response
Date: 12/02/2024

December 2, 2024

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

RE: Complaint ID ********

Dear Ms. ********************* you for taking the time to contact us regarding the concerns that were brought to your attention surrounding this customers experience at ********************. At WellSpan Health, we aim to provide care and services that are easy to use and delivered safely, respectfully, and compassionately. We are very sorry that we did not achieve that in this case.

We thoughtfully reviewed the concerns about your daughter's ******************** visit on September 9,2024. When a patient expresses a concern regarding their care experience, WellSpan reviews those concerns with integrity and takes action to resolve the concern, as appropriate. Regarding your concern about your daughter being seen in an ******************** our physician leadership reviewed our records of patient volume at the time of your daughters visit to evaluate the appropriateness of the delay in care. That review showed that, at the time of your daughters visit, we were at high capacity in the ********************. However,Physician leadership also reviewed your concerns about having to return to the ********************.

Additionally, please know that the charges were reviewed, and the charges were deemed appropriate for the care that was provided. The charges are determined by which tests are required at the time of service to help confirm her diagnosis and provide appropriate treatment. However, we apologize for the delay in care and your daughter having to return to the ********************. Therefore,we have adjusted your account and have written off the $476.81.

Again, we appreciate you sharing these concerns with ***** WellSpan Health, we aim to provide care and services that are easy to use and delivered safely, respectfully, and compassionately. We are very sorry that we did not achieve that in this case. Your feedback gives us a great opportunity to review the care and services we provide and improve where necessary to be a trusted healthcare partner for our community. We deeply regret the disruption in trust this situation may have created with our patient and family.

Sincerely,

****** **********
WellSpan Health System
Patient and Family Experience
Program Administrator
***************************************************************
Customer Answer
Date: 12/02/2024
[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
Date:10/08/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
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The business responded to the dispute but failed to make a good faith effort to resolve it.
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My daughter was seen on June 10, 2024 at Wellspan Health ** in Ephrata. Wellspan charged us an emergency room charge in the amount of $3,659. Dispite 2 wings of the Er being empty, she was never placed in a room. The ** was very slow, but she was placed in a bed by the nurses station. Not in a bay. Literally in the walkway by the desk. She and my husband heard the medical information of 2 other patients in actual beds by nurses talking at the nurses station. They were debating over who would take what patient. My daughter's ** was taken when she arrived and when she was discharged. Her cardiologist is upset that she does not have a complete record of her ** that evening to know how to continue with her care. Her ** was the main issue that brought her there. We talked to Wellspan customer service in July and they put the charges under review. On 8/8/24 and on 9/19/ 24, they said the charge was still under review and that it was to be sent to the board. That seems to be untrue, because I called on 10/8/24 and they said it wasn't under review. They also gave me the wrong number to file a formal complaint. When I found the correct number to file a formal complaint, the number was down due to "extenuating circumstances." My daughter did not receive dignified, respectful or private care. She received a substandard quality of care that impedes her continuing care from her cardiologist. They violated her rights as a patient. They also broke HIPPA laws for 2 other patients. If my daughter could hear them talking in their rooms while lying beside the nurses' desk, I am sure they could hear her information as well. They didn't follow their own policy and procedures. The ** was full of empty beds. My daughter didnt deserve to be put in one? But according to them, we deserve to pay for one. An empty one. She didn't deserve the quality of care that other people are given when going to the almost empty **? I've already spoken to the **** of Health about the incident.
Customer Answer
Date: 10/08/2024
She is not. She was 18 and under our insurance.
Customer Answer
Date: 10/08/2024
Date was June *****, 2024
Billing adjustment amount is $3,659.
She is not a minor. She was 18 at the time of her ER stay under our insurance.
Customer Answer
Date: 10/11/2024
Her name is *****************
Business Response
Date: 10/22/2024
October 22, 2024

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

RE: Complaint ID ********; ******* ******* & *******

Dear Ms. ********************* you for taking the time to contact us regarding the concerns that were brought to your attention surrounding this customers experience at ********************. At WellSpan Health, we aim to provide care and services that are easy to use and are delivered in a safe, respectful, and compassionate manner. We are very sorry that we did not achieve that in this case.

We thoughtfully reviewed the concerns about you being placed in a hallway bed versus a room, the potential HIPPA violation, the care you received, and the emergency room charges identified in your complaint to the Better Business Bureau.

By way of explanation, you were seen in the hallway bed, as we were boarding several patients and were at high capacity in the ********************. It would be difficult to determine if there were other rooms available rather than the hallway due to the length of time from the visit. Your vitals were taken when you arrived, and you did have normal blood pressure. Oral intake of fluids and salt tabs are the preferred method of treatment for your diagnosis; however, fluids can be considered in the short term. These were not determined to be needed in this case given your normal blood pressure while in the emergency department and dizziness more consistent with vertigo. A CT head scan was ordered due to presenting symptoms and findings of unequal pupils by the Emergency Medical Provider. The CT's head scan was negative, and you were provided with meclizine which improved your symptoms. The plan of care was discussed with you and her father, and you both agreed with the plan.

As far as the conversations that were overhead and HIPPA, the Privacy Rule that oral communications must occur freely and quickly in treatment settings. Thus, we are permitted to engage in these communications as required for quick, effective,and high-quality health care. The Privacy Rule recognizes that overheard communications in these settings may be unavoidable and allows for these 'incidental disclosures.' Therefore, this is not a privacy violation.

Lastly, to address the charges, the charges were reviewed by our financial team. *******s father contacted customer service back in July and the charges were already reviewed- According to ACEP guidelines, the patient had three or more diagnostic tests *************** EKG, and head CT), and oral meclizine,which supports billing under the code 99285. He was advised of the outcome and was made aware he would be responsible. The insurance processed $4,075.52 total towards the patient's deductible for the emergency room charges and the provider's charges for the ******************** visit on June 10, 2024.

Again, we appreciate you sharing these concerns with us. Your feedback gives us a great opportunity to review the care and services we are providing and to improve where necessary to be a trusted healthcare partner for our community. We deeply regret the disruption in trust this situation may have created with our patient and family.

Sincerely,

****** **********
WellSpan Health System
Patient and Family Experience
Program Administrator
***************************************************************

Customer Answer
Date: 10/23/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22395836

I am rejecting this response because: they are not being honest. I worked at the hospital before it was bought by wellspan. You can absolutely check on the times when patients were admitted to the *** The ** had only a few patients with many empty beds. So please do not try to mislead me or anyone else about the ***** of that evening. She did have tests done. Many in the hallway. The ** was even preformed incorrectly. They did not have her earrings taken out so the ** results shows a bright flash my the side of her head. Not a very accurate test if you can't see everything that the test was meant to see and we were charged for. She felt better over time because of laying there. She has POTS. So the passing out episodes is determined by FLUCUENTING blood pressures. One ** isn't a help to anyone, especially her cardiologist who manages her syndrome. You absolutely did not convey that to my husband. He was told numerous times the charge was under review. Since all calls are recorded, could you send all those calls to me please? We had a meeting with our lawyer this past week. You should be hearing from him any day. Medical gaslighting is becoming more predominant all the time to cover mistakes by hospitals and hospital staff. You should be ashamed of your behavior and dishonesty.
Regards,

Madison ******* & *******

Business Response
Date: 11/01/2024
November 1, 2024

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

RE: Complaint ID ********; ******* ******* & *******

Dear Ms. ********************* you again for taking the time to contact us regarding the concerns that were brought to your attention surrounding this customers experience at ********************. Our response to the customer is as follows:

We thoughtfully reviewed the concerns about your daughter being placed in a hallway bed in the ******************** versus a room, the staff not removing your daughter's earrings for the ** scan, and your husband speaking with financial regarding the medical bills.

When a patient expresses a concern regarding their care experience, WellSpan reviews those concerns with integrity and takes action to resolve the concern, as appropriate. Regarding your concern about your daughter being seen in an ******************** hallway bed, our physician leadership reviewed our records of patient volume at the time of your daughters visit to evaluate the appropriateness of a hallway bed. That review showed that, at the time of your daughters visit, we were boarding several patients and were at high capacity in the ********************. Unfortunately, during high-capacity times, hallway beds become our only option to continuing to provide necessary care to our patients. Physician leadership also reviewed your concerns and deemed that your daughters triage and care was appropriate.

Additionally, please know that the charges were reviewed, and the charges were deemed appropriate for the care that was provided. The charges are determined by which tests are required at the time of service to help confirm her diagnosis and provide appropriate treatment. Our compliance officer confirmed the charges were correct for the services rendered.

To explain the ** scan and the employee not removing your daughter's earrings. We reviewed your concerns with the radiology team, and it was determined they were not removed. Due to the standard of practice regarding jewelry removal not being followed, the leadership team has waived 50% of your out-of-pocket costs for your emergency department visit, which is $2,037.76. The adjustment has been completed and this will be reflected in your current bill.

Again, we appreciate you sharing these concerns with us. At WellSpan Health, we aim to provide care and services that are easy to use and are delivered in a safe, respectful, and compassionate manner. We are very sorry that we did not achieve that in this case. Your feedback gives us a great opportunity to review the care and services we are providing and to improve where necessary to be a trusted healthcare partner for our community. We deeply regret the disruption in trust this situation may have created with our patient and family.

Sincerely,

****** **********
WellSpan Health System
Patient and Family Experience
Program Administrator
************
Customer Answer
Date: 11/08/2024

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. While I would love to fight for the full amount of unexceptable charges, I will take what I can get since it will cost me more to fight for the full amount. I am sure that is the purpose and standard "problem solving procedure". We will however be taking our health needs and emergencies elsewhere in the future.

Regards,

Madison ******* & *******

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