Holy Cross Hospital

My husband woke up and was not able to urinate. He waited for a few hours to see if things would get better. When he realized there was a problem, he called his doctor who told him to go to Holy Cross ER. We got there at 2:30, after 4 hours of waiting he started having allot of pain on his lower back and could not sit or stand. When we approached the counter with concerned and to find out how much longer, we were told there's nothing they could do and could not tell us how much longer the wait would be. We just have to wait.
Another hour passed and nothing, so he decided to go home. He said "Well if I'm going to get worst or even die, I rather do it at home and not here where no one cares for patients who are in need of medical attention". I called and spoke with the triage Nurse and she told me the exact same thing the front desk said. "You just have to wait your turn"

I am writing to acknowledge your correspondence on behalf of the complainant referenced aboveI spoke with MsShaggy N [redacted] , Director of Patient Accounting who succeeded MrWilliam S [redacted] , concerning the matterWe received the same concern from Ms [redacted] on June 16, We have thoroughly investigated the matter and taken steps to follow up directly with the client to detail our findings.While we are not permitted to share the specific actions taken to resolve this complaint without the client's permission, please know that the matter has been resolved and that we douse the information to review, and if necessary, improve upon the services that we provideI want to thank you for taking the time to relate this concern to usIf I can be of further assistance to you, please feel free to contact me at ###-###-####Sincerely,Carolyn JW [redacted] , MHA Director, Customer Relations

The worst hospital that I have ever been toToday is September They're doing construction at 11pm-3am into the next dayHow is anyone suppose to get better under these conditionsNot only that I'm in the High Risk Perinatal CenterI rather have my baby at home then be in here a minute longer

December 3, Dear *** ***,
Our standard procedure is to provide our patients and visitors a verbal overview of our available services and a hard copy of the Information Guide (detailing the same information) once the physician writes an order to admit the
patient.Essential information pertaining to television and telephone services, as well as the cost and instructions should the patient wish to decline them, are found on pages 8,and in the booklet, see attached.We can appreciate that in some situations information may not be properly conveyed, so when ID#*** contacted our office on October 7,2014, and complained about the invoice, we reviewed the account and called the customer back (same day) attempting to rectify the problemWe left a voice mail message requesting the invoice number on the billID# *** did not respond until November 4, 2014.A request to credit the charges was submitted on November 7, On 12/3/2014, I contacted Patient Portal and confirmed that the charges were credited and the account closedI have asked *** *** manager of *** ***, to send zero balance statement to the patientPlease feel free to contact me by telephone ###-###-#### or email: *** **
Sincerely,
Kathy M
Supervisor, Credit and Collections and Customer Service

December 18, 2015*** *** ***
Revdex.com
K St, NW Washington, DC 20005-Dear *** ***:This letter is in response to your request for information regarding *** *** ***, Revdex.com case ID *** *** contacted the
Customer Relations Office of Holy Cross Hospital on July 17, A thorough review was conducted by a multidisciplinary teamI wrote a letter to *** *** on July 24, regarding her complaint and the outcome of the case review.Because some services were rendered to the patient during her visit, *** *** is not eligible for a refund of her visitAlso, due to HIPPA I am not at liberty to share the details of the reviewHowever, if you require additional information and *** *** signs a release form, then I will be happy to oblige*** ***, should you require further assistance regarding this case or any other cases pertaining to Holy Cross Hospital, I encourage you to contact the Customer Relations Office at ###-###-####Our office manages the complaints and grievances for the hospitalThis will allow us to provide the necessary information to you within the allotted timeframeThank you and I hope that this information was helpfulSincerely,
Shannan ** T*** MS
Manager, Customer Relationscc: Shaggy N***, Director, Patient AccountingFile

I am writing to acknowledge your correspondence on behalf of the complainant referenced above. I spoke with Ms. Shaggy N[redacted], Director of Patient Accounting who succeeded Mr. William S[redacted], concerning the matter. We received the same concern from Ms. [redacted] on June 16, 2015. We have...

thoroughly investigated the matter and taken steps to follow up directly with the client to detail our findings.While we are not permitted to share the specific actions taken to resolve this complaint without the client's permission, please know that the matter has been resolved and that we douse the information to review, and if necessary, improve upon the services that we provide.
I want to thank you for taking the time to relate this concern to us. If I can be of further assistance to you, please feel free to contact me at ###-###-####.
Sincerely,Carolyn J. W[redacted], MHA Director, Customer Relations

July 3, 2014 Dear [redacted],I am acknowledging receipt of your letter dated June 30,2014 regarding the complaint shown above. I have forwarded this complaint to our Customer Relations Department for follow up.Since the complaint is not from our patient, we will most likely respond...

directly to the patient unless that patient sends us a signed release to communicate with the actual letter writer. This will keep us in compliance with the HIPAA regulations protecting our patients privacy.At any rate, please be advised that we will follow up with a review of the encounter and follow up with you as quickly as possible.Sincerely yours,

Review: I had a maternity stay at Holy Cross Hospital from Aug 13 to Aug 16, 2013. Holy Cross charged me on TV service for $5 per day totaling of $21.80 while I never turned on the TV. Customers should NOT be charged TV fees just because there is a TV in the room. The billing department said that I signed the consent form at admission. Come on, when a pregnant woman was under the pain of labor and cramping at the hospital, how could you expect her to read word by word whatever admission paper? In addition, I was not offered the chance to read it anyway, I was just told to sign it.Desired Settlement: I am requesting Holy Cross cancel the TV bill and change this unethical practice.

The worst hospital that I have ever been to. Today is September 2 They're doing construction at 11pm-3am into the next day. How is anyone suppose to get better under these conditions. Not only that I'm in the High Risk Perinatal Center. I rather have my baby at home then be in here a minute longer

Review: I was in the hospital beginning on May 25 with someone whom had suffered an injury to his hand.He was in excruciating pain when we initally arrived at the er and needed to be seen urgently.The emergency room staff sent us to the express care where I waited with him for a very long time when they came in they did x rays and stated that his hand was broken and he would need to get pins in it in order to heal.we then waited to see a doctor.the doctor that came to his aid did not even look over his hand he walked in the room and said that the injury looked pretty bad and if he needed "percs"he then left and we did not see the doctor again.a nurse came in to bandage the hand she wrapped it any kind of way while also using the incorrect bandage (an [redacted] bandage for the legs).Shortly after we left the hospital with a refferal to an orthopedic.Five days later we called the orthopedics to get an appointment.That doctors office explained to go back to the er where they were supposed to perform the surgery.This was a back and fourth process for almost a month.Here it is three weeks later and the patient ([redacted]) still suffers from a broken hand that has not been properly treated.Yesterday 6/13/2014 we contacted the hospital once again searching for answers.We spoke witha [redacted] in the administrative offices who called us back after recieving a missed call by saying hi yes your number was on my phoine .She was very unprofessional and un emphatetic.She gave us the run around on the phone for about a total of three hours and still did very lttle to help dispite the patients condition.

Business

Response:

July 3, 2014 Dear [redacted],I am acknowledging receipt of your letter dated June 30,2014 regarding the complaint shown above. I have forwarded this complaint to our Customer Relations Department for follow up.Since the complaint is not from our patient, we will most likely respond directly to the patient unless that patient sends us a signed release to communicate with the actual letter writer. This will keep us in compliance with the HIPAA regulations protecting our patients privacy.At any rate, please be advised that we will follow up with a review of the encounter and follow up with you as quickly as possible.Sincerely yours,