Virginia Hospital Center

We have no record of declining the complainant's credit cardWe did receive a check that was posted to the complainant's account on February 24, The account now has a zero ($0.00) balance.We do not report any consumer account activity to Credit reporting agencies.We regret any difficulty this customer had in trying to pay her hospital bill

June 24, 2014
Dear Ms. Home:We are in receipt of your letter dated June 17, 2014, regarding a complaint made by a [redacted], have been a patient on the 7th floor in our facility on May 11,2014.Please be advised we have no record of this Individual having been a...

patient at our facility.Please notify your client that we cannot be of assistance in this matter. Thank you.

We have no record of declining the complainant's credit card. We did receive a check that was posted to the complainant's account on February 24, 2015. The account now has a zero ($0.00) balance.We do not report any consumer account activity to Credit reporting agencies.We regret any...

difficulty this customer had in trying to pay her hospital bill.

I have reviewed the account in question.  The account in question was for a labor check on March 28, 2016.  the main reason for the delay as due to a Hospital error of not putting a specific charge on the account which the insurance needed in order to process the claim...

correctly.  When the appropriate claim was submitted the insurance paid on June 8, 2017.  The Hospital refunded the patient on May 18, 2017 $469.28 prior to the insurance payment being received.  The staff neglected to see the patient had paid an addition $150.  The refund for this amount is being processed and being mailed to the patient.We apologize to the patient for the confusion processing her claim.Sincerely,Sam C[redacted]Associate Vice PresidentVirginia Hospital Center[redacted]

I deeply respect all my Virginia Hospital Center doctors and staffs. And I say so to others thinking about receiving treatment from them.
But... I am enraged with the sheer incompetence of the patient portal, a weblink supposedly giving me access to my medical records. I had never used it until today, when I consumed 1:43 hours and untold grief in repeated telephone calls trying to accesos my account after an email from them erroneously saying I had a new lab results. I did not. But I simply could not log on. Supposedly my user name was wrong. It was not. Then my reset password was not strong enough, although it contained 4 numbers, a capital letter, a symbol and 7 alphabet letters. I kept getting erroneous messages that it was not strong enough. I would get shut out, beg for a reactivating email and several times did not receive one. Then I was told I had to wait 24 hours for a new email and must follow its link within 24 hours or I would be shut out again. At the side of the login page was an invitation to get a login app. But I saw the reviews from people saying it simply froze so I declined that added headache. Still, the app icon mysteriously appeared on my cellphone, downloaded without my permission. That is no way to operate a service that is supposed to make it easy for clients to contact the hospital and obtain information. It is grade school computer skill that has no place in an outstanding facility such as VHC.

Review: On 7/21/13, I delivered a baby boy in Virginia Hospital Center. I intended to have my baby to stay with me after delivery, but the hospital's pediatrician insisted my baby to stay in NICU for observation because I had a light fever during delivery. I stayed in the hospital for a day after delivery. When I was discharged from the hospital, we asked to take our baby with us. Though NICU nurses told us that our baby had been healthy on every aspect, hospital's pediatrician insisted our baby to stay one more day for further observation. We did not realize the issue until we received a $500 copay hospital bill for two-day stays in NICU. I have [redacted] as our health insurance provider.

My problem/complaint with Virginia Hospital Center is that the hospital's pediatrician deliberately insisted and admitted my baby to NICU though he was healthy at birth.

Even if it might be the hospital's pediatrician's best judgement at the time, but deliberately denying our request and delaying our baby's discharge from the hospital was like forcing us to fill empty NICU room.Desired Settlement: I feel that we were tricked ito NICU was proper at the time, but deliberately forcing a second-day NICU stay upon our baby after knowing all were nto using and be responsible for a service we didn't need.

It's hard to tell whether admitting our baby at healthy status innormal was like a hijacking.

A desired outcome would be for the hospital to reduce the billing from two-day NICU stay to one-day NICU stay.

Business

Response:

September 27, 2013

Dear Sir or Madam:

I am writing in reply to the complaint outlined in your letter dated September 23, 2013.

Your Complainant states she was a patient in our hospital on July 21, 2013, and gave birth to a newborn. She further states it was the decision of the newborn's physician, or Neonatologist, to admit the baby for two days to the hospital.

Please be advised that the physician is an independent practitioner who is not a hospital employee, that he or she uses their best medical judgment to determine the health care needs of newborn infants placed in their care, and the hospital has no role in determining the newborn length of stay.

The Complainant should direct her questions to the physician, who would be in a position to explain the medical necessity for the newborn's stay in the hospital.

Sincerely,

Review: Was admitted into this hospital for side pains. Was put on a floor that I should not have been on. Which was on the 7th floor in section 7B. First off the staff was very very rude not only to me, but to each other. When asked for a complaint name and number I had to wait a little over an hour for someone to come in a give me the information. The customer service on this floor is very unacceptable. For this to be one of the best hospitals in VA from what I can see there is a lot of cover ups on what goes on. A staff from another floor needs to learn the confidentiality of the hospital business.Desired Settlement: Staff needs to be re trained on customer service and how to treat each other.

Business

Response:

June 24, 2014Dear Ms. Home:We are in receipt of your letter dated June 17, 2014, regarding a complaint made by a [redacted], have been a patient on the 7th floor in our facility on May 11,2014.Please be advised we have no record of this Individual having been a patient at our facility.Please notify your client that we cannot be of assistance in this matter. Thank you.