Complaints

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:10/05/2023

  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.

  Billing system there is no way of knowing how much you owe them or what bills they pay! Each time you go it is a separate bill, you can get 5 or more bills in one month with no total. My husband got a bill for $3765.00 for radiology fees. For several months they did not bill the insurance company, we had to demand that they rebill they told us the insurance denied the bill, they didn't tell the truth. (The insurance company never got a bill, now we are doing there job.) So we made 3 payments for $400.00. The insurance company paid a total of $3440.16 + the $400.00 we paid leaves a credit of$75.16, but instead we got a collection notice for $372.50! Do the math where did our $400.00 go? Bill $3765.00 Ins$3440.16 Remaining balance$324.84 and my math is pretty good but really even if we didn't already pay $400. The remains balance would still be$324.84 not $372.50. We called asked where our $400.00 went , there comment was the paid some Of *****'s bills, but he had no other bills in his name, plus we asked to show where our money went? Oh they can't do that, we can just assure it went towards bills. Who bills not ours, why can't they show us where our money went,and why after insurance paid their part the total now changes, how?

  Business Response

  Date: 10/30/2023

  Be advised this letter serves as an official response on behalf of Beloit Health System, to complaint ******** in which the statements below were made on the above filing.
  

  Consumers Statement:
  Billing system there is no way of knowing how much you owe them or what bills they pay! Each time you go it is a separate bill, you can get 5 or more bills in one month with no total. My husband got a bill for $3765.00 for radiology fees. For several months they did not bill the insurance company, we had to demand that they rebill they told us the insurance denied the bill, they didn't tell the truth. (The insurance company never got a bill, now we are doing there job.) So we made 3 payments for $400.00. The insurance company paid a total of $3440.16 + the $400.00 we paid leaves a credit of$75.16, but instead we got a collection notice for $372.50! Do the math where did our $400.00 go? Bill $3765.00 Ins$3440.16 Remaining balance$324.84 and my math is pretty good but really even if we didn't already pay $400. The remains balance would still be$324.84 not $372.50.We called asked where our $400.00 went , there comment was the paid some Of *****'s bills, but he had no other bills in his name, plus we asked to show where our money went? Oh they can't do that, we can just assure it went towards bills. Who bills not ours, why can't they show us where our money went, and why after insurance paid their part the total now changes, how?
  

  Findings:
  Billing and payment records for complainant were reviewed against above statements and the following are our findings.
  Relative to records for *********************:  There is $6,676.18 in combined balances consisting of unpaid amounts related to service dates from 01/26/2018 to 03/31/2023 that were forwarded to collections for failure to pay in full or make payment arrangements.  ************** will need to contact *********************************** to obtain detailed statements and make arrangements to resolve the debt.  They can be contacted at ************.
  There is a current balance totaling $1,248.11 related to service dates 01/26/2018 to 03/31/2023 that show payments made through our patient online portal and in person/over phone with our Financial Counseling team.  Unless otherwise indicated by ************** at the time of payment, all payments are applied to the oldest account.  An itemization showing where payments have been applied under *********************** records is included in this response.
  While it is true that claim submission to health plans can be delayed for various reasons, there are also delays in processing claims that are on the part of the health plan.  All claims for services rendered to ************** were submitted within the timely filing period established under contract.
  Regarding statements made relevant to husband:  I cannot access husbands records without sufficient information about him and his permission.  This was not provided and I am unable to review the matter until I receive the privilege of access.  If her husband would like a similar audit performed on his record, he will need to contact me directly at *************************************.
  

  Conclusion:
  The complaint regarding submitted payments not reflecting on her accounts can be ameliorated with the attached itemization.  Though some claims for services rendered may have been submitted later than what is ideal, Beloit Health System did submit all claims for service within the contracted period for filing a claim with **************** health plan(s).  

• Initial Complaint

  Date:02/16/2023

  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.

  2/9/23 I was seen by an orthopedic doctor to assess my arm injury as a result of an accident. The doctor was over an hour late to the appointment, there was no information provided by staff that the doctor would be late. After waiting quite some time, the doctor came in, felt my arm for about 30 seconds and asked what I did. I explained how I got the injury, he said you're find and can continue icing it. He did not look at my x-rays or CT scans, even though after a visit to the ** I was aware that I had a fractured elbow and 3 tendons that were tore. He spent less than 5 minutes in my appointment. I do not feel that my insurance nor myself would be responsible for the bill when he didn't even speak with me for more than 5 minutes when the appointment was slotted for at least 30 minutes. I have also filled out a comment/contact us request form for Beloit Health Systems, but have not heard a response.

  Business Response

  Date: 02/27/2023

  Please find attached BHS response to Complaint ID ********

  BBB
  Attn. ************************* Copy of this notification submitted online
  10019 ******************************************** under referenced case number
  ********* ** 53214
  
  Re: Complaint filing of ********
  
  Be advised this letter serves as official response on behalf of Beloit Health System, to
  complaint ******** in which below statements were made on the above filing.
  Consumers Statement:
  2/9/23 I was seen by an orthopedic doctor to assess my arm injury as a result of an
  accident. The doctor was over an hour late to the appointment, there was no information
  provided by staff that the doctor would be late. After waiting quite some time, the doctor
  came in, felt my arm for about 30 seconds and asked what I did. I explained how I got the
  injury, he said you're find and can continue icing it. He did not look at my x-rays or CT scans,
  even though after a visit to the ** I was aware that I had a fractured elbow and 3 tendons
  that were tore. He spent less than 5 minutes in my appointment. I do not feel that my
  insurance nor myself would be responsible for the bill when he didn't even speak with me
  for more than 5 minutes when the appointment was slotted for at least 30 minutes. I have
  also filled out a comment/contact us request form for Beloit Health Systems, but have not
  heard a response.
  Findings:
  Records from Emergency Room visit of 02/06/2023 and office visit of 02/09/2023 were
  obtained in order to review complaint and we submit the following:
  Patient was originally seen in our Emergency Room on 02/06/2023 for an elbow injury.
  An Xray and CT scan were performed. Radiologist found no fractures, but there was
  ligament damage.
  There was a follow-up appointment on 02/09/2023 with Provider for 15 minutes
  scheduled at 10:45. Records indicate that Patient was checked in at 10:43, taken to the
  room by clinic staff at 11:27, then seen by Provider at 12:04.
  Documentation of the visit shows that Provider obtained information on the injury and
  assessed for same. He reviewed past medical history (including ** report with imaging
  examinations), allergies, social history, current medications, and then performed a physical
  evaluation of patient and their injury. Findings from 02/06/2023 Xray and CT were also
  recorded by Provider as there being no fracture(s), but ligament damage was present.
  
  Revenue Cycle Operations
  
  2
  
  Conclusion:
  Patients complaint regarding the prolonged wait is valid. There was an unreasonably long
  wait between when his scheduled appointment time of 10:45 was to take place, and when
  he was called to a room at 11:27, then seen by Provider at 12:04. For this, we ask that he
  accept our sincerest apologies. His bringing this event to our attention is greatly
  appreciated. We are actively working with reception and clinical personnel to keep
  patients informed about any delays in being seen for their appointments.
  Patients statement that Provider spent only a brief period with patient is understandable
  when considering the amount of time Patient was face-to-face with Provider. Follow up
  appointments for new conditions require that providers review patient medical charts
  prior to, during, as well as after a face-to-face encounter with patients. This helps direct
  providers toward the most appropriate assessment(s) of a case. While the interaction
  between Patient and Provider might have seemed short (approximately 5-8 minutes)
  compared to the 15 minutes allocated, additional time reviewing case information prior to,
  and documentation after encounter, are also recognized as part of that visit.
  Documentation entered into Patients record on this case in relation to Patients
  02/09/2023 follow-up visit, demonstrates that an appropriate level of billable medical
  services was provided. Billing for these services is justified and appropriate and we will
  not be voiding the claim submitted to his health plan.
  Regarding the contact/request form: I was not able to obtain or verify Patients complaint
  was submitted at **************************************************. This does not mean
  complaint was not submitted, only that due to time constraints between the time this
  complaint was received 02/24/2023 and response deadline 02/26/2023, I was not able
  to verify this statement.
  
  If you have any questions on this information, please feel free to call me at ************
  or email *************************************.
  
  Sincerely,
  
  *****************************
  Director, Revenue Cycle
  cc: ************************* ************************************************* Officer)

  Customer Answer

  Date: 02/27/2023

  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, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************