Hendrick Health System Reviews (%countItem)
Hendrick Health System Rating
Address: 1900 Pine St, Abilene, Texas, United States, 79601-2432
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+1 (325) 670-2293 |
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My appointment with the cancer center was made 3 months in advance. Three days befor the appointment they called and cancelled it without reason. When I confronted them they were very vague and said they would get me in with some new dr when they could.
We are very sorry to hear about your experience and would welcome the opportunity to work with you directly to address your concerns. At your convenience, please contact our Patient Relations Department at 325-670-2915.
One of the extremely worst...rudest facilities in Abilene texas...I was a patient of theirs back in 2015...which the staff has gotten worse
We are very sorry to hear about your negative experience in our facility. Please contact our Patient Relations Department at 325-670-2915 to discuss your concerns.
My daughter went to the emergency room at Hendrick Medical center for a laceration on her index finger. She did not receive proper care.
The PA glued her finger instead of stitching it, which is not standard procedure for fingers, but that is not the source of the complaint. When the PA glued her finger, the laceration was gaped open, it wasn't even completely closed! The wound opened up hours after leaving the hospital and continued to bleed. She would have been better off not going to Hendrick Medical Center at all.
Every time I tried to talk to someone to complain, I was dismissed. One employee even hung up on me! It is ridiculous that patients in the health care system have no voice at all.
I am complaining because I want to make sure another patient does not have to go through this pain and inconvenience and I would like an apology. Apparently however, doctors feel as though they are above everybody else and they do not need to answer for there mistakes.
Product_Or_Service: "Glued" laceration on the index finger
Account_Number: XXXXXX
Correction to a credit report There are several things this business can do. I am complaining because I want to make sure another patient does not have to go through this pain and inconvenience and I would like an apology I do not feel I should have to pay for a glued laceration, that was not even glued shut and popped open shortly after leaving hospital. I would like to be treated with respect and not hung up on. I have been paying a little bit of the bill each month, which is what my insurance company told me to do and the medical center still sent me to collections.
Given the private nature of healthcare matters, our response to the Revdex.com must be limited to protect the patient's privacy. However, the following information explains the organization's process for handling patient complaints and grievances. These steps were taken to address the stated concerns when initially presented to Hendrick by ***.
When a patient, or patient's representative, contacts the Patient Relations Department to file a complaint, there is a consistent process followed to resolve the issue. The stated concerns will be thoroughly reviewed by the necessary department leaders and communicated back to the Patient Relations Department. The Patient Relations Representative responsible for coordinating the review process will ensure that an appropriate review is completed and that the patient, or patient's representative, receives a written response outlining the steps taken and the outcomes of that review.
Hendrick allows for payment plans when requested by the patient or financially responsible party. If an account has been sent for collection, we recommend that the individual work with the collection company to establish payment terms. It is our goal to listen to the concerns of our patients and their families. However, if the exchange from the other party becomes volatile in nature, our staff is encouraged to notify the caller that they will be ending the conversation.
On behalf of the organization, we would like to again offer our sincere apology for any additional stress or anxiety this situation may have caused for *** or her family. The Patient Relations Department is available to answer any additional questions or concerns and can be reached at 325-670-2915.
My son is an Airman stationed at Dyess & was taken to this medical center ER after a very bad car accident. After ER, they assigned him to the 4th floor of Anderson wing which I was told was the pain management floor. He had taken a major impact to his whole left side and was in severe pain, but his worst and most concerning injury was a blow to the head that knocked him completely out. He had no idea where he was, could not remember coming back to the states from deployment less than 2 weeks before, could not remember things such as if he had eaten that day, had a shower or anything short term yet in his hospital records the doctor had just noted that he only could not remember PART of the wreck yet he remembered none of it plus a hundred other things. I let the charge nurse know that was a complete lie & incorrect information to even get a neurologist to come look at him. Everyone was just overlooking the brain injury & severe short term memory loss like it was no big deal until I complained to everyone I saw for 2 days! As serious as brain injuries are this is beyond unacceptable. When I was finally able to speak with his assigned physician *** I asked him what tests had been ran and he literally giggled, took a step back, tripped over my son's walker, threw his hand up in the air and said oh all of them & refused to elaborate further or answer specific questions. He kept saying all I can do is read the reports. I understand he probably had had a very long day but there is no excuse for being so flippant in the face of a family facing an emergency when this is your profession. The charge nurse knew how frustrated I was after coming over 1000 miles to be there & she stepped up to walk me through all of his tests and results so I was more educated to the situation he was facing and also able to identify incorrect information such as the memory information. The hospital had him as unemployed and unfunded, yet he is active military & when I corrected that information the girl at the desk just said well I wondered why all the military people were here & calling about him. No one asked for his medical history, which is quite extensive, so I gave that to them especially since he has a previous concussion in his history. We called for assistance in getting him to restroom 2 times & no one ever came, so I helped him myself even though he had the fall hazard sign on his door. PT suggested him going outside in a wheelchair might spur his memory. Asked one nurse and one aide for a wheelchair and after 2 hours still no wheelchair. When OT came in that day, I told her and she procured a wheelchair in less than 5 minutes and got him outside. I asked for a box of Kleenex for him, they had none. The family room on the 4th floor was not cleaned the whole time we were there (6 days). There were splatters of who knows what in the hallway between the patient rooms that were there for 4 days. It took them over a week to complete standard FMLA paperwork. PT & OT were very good, communicated well and worked great with him yet the girl doing his speech therapy was just flat out rude. The nurses seemed to always be on the run; some were short and acted like you were bothering them when you asked for something. His room was cleaned daily. The charge nurses were nice and as helpful as they could be. His discharge papers indicated he had 2 prescriptions to be filled yet they gave him no scripts at time of release; his PCP on base saw that and went ahead and took care of for him. I also had to find out from his PCP on base that he had actually quit breathing and scans the hospital had sent her showed cloudiness in his lungs. This was the first I had heard of it in a week and him quitting breathing seems like a pretty important item to omit. I could go on & on with examples, but I am just literally flabbergasted at the amount of inefficiencies and bad communication we were exposed to during his 6 day stay. There were a few bright spots but nothing to overcome this level of incompetence.
Hendrick Medical Center is committed to providing high quality, compassionate care to all of our patients. In situations where this is not the experience we want to work directly with that individual to determine where we may be able to improve our services. In keeping with this commitment we will be reaching out to you directly in order to obtain more information so that we can fully review the situation and provide a response to your concerns.
ER Visit on 5/22/2016 for ***, excessive billing
I have sent 2 letters, contacted the joint commission and discussed the issue several times with Client Relations department with no headway. My wife went to the ER at hendrick to seek an evaluation from a ophthalmologist. The ER staff whisked her back after we requested an ophthalmologist to do their own evaluation, then notified us that their was no available ophthalmologist available and we would have to travel to San Angelo. Turns out that Hendrick knew they had a deficiency in their on call ophthalmologists, but the staff at the ER did not. I strongly believe we should have been turned away and no services should have been rendered since the staff should have known that there was no ophthalmologist on call when we came into the ER. However, Hendrick has indicated that the service were rendered in accordance with their procedures and therefore they will not offer any discount or settlement on the billing. In my review of the billing as compared to the hospital in San Angelo, Hendrick was 3 times higher and has already collected more from my insurance than the total bill from the hospital in San Angelo. Hendrick refuses to admit any fault in the situation and believe that they handle everything according to their protocol for service rendered. my whole point is that service should have never been rendered in the first place and therefore, we could have sought proper medical attention initially and there would be no issue regarding the excessive billing submitted by Hendrick
Since service should have never been rendered in the first place I am requesting that the open balance regarding the services be adjusted to $0.00
When the patient arrived at the Emergency Department, a thorough medical screening was performed. Coverage for the specialty the patient ultimately required was not available at the time of the visit. In situations where specialty coverage is not available, a thorough medical screening by a licensed provider must first be performed before transfer/referral to another facility. Emergency departments have the obligation to provide emergent medical screenings to patients when they present to the facility. Not screening or treating patients would be a violation of the Emergency Medical and Treatment Labor Act (EMTALA), which prevents hospital emergency departments from refusing care and unnecessarily transferring patients to other facilities. An emergent medical screening is required prior to transfer/referral to another facility. The charges the patient received for this screening were usual and customary. The patient was also provided contact information for Hendrick Medical Center's Resource Assistance Department. This department can assist qualifying patients with payment plan options or, in some cases, reduce the total amount owed to the facility. We hope to continue working with the patient to reach an outcome that is satisfactory to both parties.
(The consumer indicated he/she DID NOT accept the response from the business.)
In regards to EMTALA, the care is to be provided 'at the request of the patient' and the hospital cannot refuse, otherwise it would be in violation. However, the patient requested to see an ophthalmologist and the patient would not have accepted care, which is the right of the patient, if the hospital would have disclosed upfront that an ophthalmologist was not available to see the patient at all (Hendrick Health System Inc.(Hendrick) knew for some time that they were deficient in this area, but it was not properly disclosed to their staff and they were unable to communicate this to the patient). The patient would have chosen to seek care elsewhere where the patient could have been treated by an appropriately qualified physician. In this case, care should have never been rendered as the patient would have refused the screening had lack of specialty coverage been properly disclosed. No Screening or Transfer would have been necessary as the patient would have sought specialty services from a hospital that could provide them and this whole situation would have been avoided. As was stated from the beginning, services should have never been provided by Hendrick and therefore the patient does not believe that the charges are in fact usual and customary as there should not be any charges. The lack of communication and providing appropriate specialty care or notification of availability is not the patients fault and is fully the responsibility of the hospital to properly inform the patient. The patient has continually asked for Hendrick to discuss concession and yet they have made no concessions and stand by their position that they provided the appropriate care. If Hendrick wants to pursue a settlement directly with the patient then patient is willing to discuss it, the ball is in their court as the patient does not intend to do anything further at this point. Remember, the patient position is that care should have never been rendered in the first place which mean the bill should have been $0 to start with.
Please note: in regards to usual and customary. Hendrick charged three times more than the hospital in San Angelo where the patient ended up seeing the appropriate care and the correct specialty physician. It is interesting that they believe this to be usual and customary.
Hendrick Medical Center's Emergency Department followed the regulatory requirements for appropriate medical screening. Hendrick stands by previous responses that both the care provided to the patient as well as the facility charges were appropriate to the situation. Although we regret that we were unable to meet the patient's expectations, no further action regarding this situation will be taken.