Lancaster General Hospital Reviews (13)
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Lancaster General Hospital Rating
Description: Hospitals
Address: 555 North Duke Street, Lancaster, Pennsylvania, United States, 17602
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LGH is telling me how to obtain my medical record they are not working toward resolving the complaint by doing this I appreciate knowing how to obtain my record I still want them to acknowledge the poor quality of care provided, the lack of information and accurate answers during the process, the fact that much of the care provided was unnecessary and to adjust the bill to reflect a fair charge for the service provided
This message will acknowledge receive of complaint ID [redacted] We will investigate and respond to this complaint via another email, but in the meantime, please remove [redacted] as the primary contact for Lancaster General as she is no longer with our company
Response:
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*** ***’s complaint has been thoroughly reviewed regarding accounts that have been forwarded to a collection agency for his son, ***
Our Customer Service Specialist spoke to *** *** in September of and explained that we do not change the guarantor on a child’s account unless we have a valid court document indicating that the other parent should be responsible for the child’s healthcare bills. *** *** was asked to supply us with that document. He verified with us that he does not have such a document.
The guarantor was changed to the mother in October of by the practice. However, all prior services are the responsibility of the guarantor at the time of the services
Although we did not have *** ***’s current address in our system, *** *** was paying the bills up to and including a payment in May of 2011. We have changed the address to his current address on his guarantor account
Although we understand *** ***'s concern, based upon previous discussions and our current investigation, we are unable to remove these items from his credit report as requested
Sincerely,
*** ** ***
Director, Patient Financial Services
Lancaster General Hospital
***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I moved from *** *** ***, on Dec, I returned to collect my mail, along with the rest of my belongings on April, I did a change of address on April, 2011, to have my mail forwarded to meAs I am sure that you are aware, anytime a statement of charges are mailed out, underneath the mailers address, there is a notation to the U.S.P.S., to update the address, by forwarding methodsI never received any mailings, from Lancaster General Health, regarding any billing issuesIF the statement of charges were mailed to *** *** ***, Lancaster PA, ***, the mail would have been forwarded to my new address in MaineI am confused to how my address was not on fileAlso, I want an explanation to how I never received proper statement of chargesI have NOT resided in ***, PA, since April, I am hereby requesting ALL statement of charges that have occurred in between Jan, 2011, to currentI am not asking for detailed billing, as I already have that in my possessionI want COPIES of ALL charges, that were incurredThe only way I will pay for these charges, is for them to be removed from my credit files, since I was not officially given a day notice in writing, to my address, in the state of Maine
Regards,
*** ***
I have a bill with Lancaster General Hospital which would have been paid already if it was not for a hold up of a $4.69 bill that I was calling everyday for 2 months. I got the run around by the billing department. Finally got the bill and paid it then submitted it to my employer to pay my final bill of $3,299.96. The check went out from Significa Benefits on October 1st 2018. Lancaster General is sending me threatening collections letters, Calling my phone and bullying me for the money. I have several times explained that the check has went out and even got my Health Reimbursement company(on the phone) to go over the details even gave the billing department the check number , how much was sent, when it was sent and where it was sent on October 1st 2018. Lancaster General Hospital's billing is screwed up and unjust. I explained to Lancaster General back in July I Have a Health Reimbursement program from my employer that pays for my healthcare and they dragged their feet on getting me my last bill of $4.69 so that the $3,299.96 can be paid. It took me to talk to a higher up to get the bill and the bill that I received was not a official Lancaster General bill was just a print out of what I owed. I have recorded all of the calls for two months and who I talked to. This is a total abuse to the healthcare system and my account needs to be brought up to date to reflect a zero balance. Of course with all the threatening calls and letters by Lancaster General they have not even cashed my check yet! This needs to be resolved if I find out that this account is sent to a collection agency or goes on my credit report without investigating further by the financial department, I will have no choice but to take legal action,
LGH is telling me how to obtain my medical record. they are not working toward resolving the complaint by doing this. I appreciate knowing how to obtain my record. I still want them to acknowledge the poor quality of care provided, the lack of information and accurate answers during the process, the fact that much of the care provided was unnecessary and to adjust the bill to reflect a fair charge for the service provided.
Norlanco Family Medicine, which is a part of Lancaster General Hospital, gave me extensive lab work that related to diabetes (which I do not have) when all I asked for and all I needed was the basic lab work for a preventative annual physical. The bill was large and not covered by my insurance and they would not work with me to correct their mistake. They eventually sent it to a collection agency. This is wrong and borders on fraudulent.
This message will acknowledge receive of complaint ID [redacted]. We will investigate and respond to this complaint via another email, but in the meantime, please remove [redacted] as the primary contact for Lancaster General as she is no longer with our company.
[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: [redacted]
I am rejecting this response because:I will be providing the HIPPA release. I will not allow them to hide behind this. If the type of PT treatment I received is accepted protocol our health care system is really in a shambles. This is a case of over-treatment and they are determined to pass it off as normal protocol. This is part of the reason we cannot control rising health care costs. There is no check and balance for providers. My concern was reviewed by hospital administrators and a hospital employee was my "patient representative". How does one expect that to have a fair outcome? Now, to keep a real advocate out of the discussion they try to hide behind HIPPA. This is unacceptable. Most people would probably cringe at releasing their medical information and they know this. Most people would have a health care plan that would cover the majority of the bill and would not bother complaining so the provider can just keep over-treating. But this costs us all.
Regards,
[redacted]
--------- Forwarded message ----------From: [redacted], [redacted] <[redacted]>Date: Wed, Jun 11, 2014 at 2:06 PMSubject: lg-secure Consumer Complaint #[redacted]To: "[redacted]>
[redacted],
I received your message today.
I apologize if there hasn’t been an update, but I understood that you would be reopening the complaint and I would be receiving a new email.
If this is incorrect, please let me know.
In the meantime, per our discussion, our Customer Service Supervisor spoke with [redacted] who agreed that if he paid the balance in full by May 30, 2014, we would have this item removed from his credit report.
As of June 6, he had not paid his account but did send a letter requesting our agreement in writing. He then asked if he could delay his payment. Working in good faith, we agreed to an extension, and am allowing him until June 28th, 2014 to settle his account. We also informed him that if we did not receive this payment he would continue through the normal collection process and we would not recall this account from collections.
Please let me know if you have any questions, and again, I apologize for any confusion.
[redacted], MBA-HCM
Director, Patient Financial Services
Lancaster General Health
PO Box 3555
Lancaster, PA 17604-3555
###-###-#### Phone
###-###-#### Fax
www.LancasterGeneralHealth.org
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Review: My son, [redacted] had an office visit on 02/25/2013 with his pediatrician for a well visit check-up. Laboratory testing was completed and a Health Insurance claim was received on 03/21/2013 indicating the member responsibility of $72.25. Today, August 8, 2013 we received notification from the [redacted] regarding the collection account. I never once received billing information/request for payment for this claim. This is not the first time this has happened where a claim is submitted to collections without proper notification or payment being requested. After making payment today, the representative that had handled my payment informed me of an old contact number however, confirmed new billing address. We have been at our home, [redacted] Pa for 4 years now. In addition, she had also refenced my cell phone number which has been my primary contact for more than 5 years. If Lancaster General had record of this number and mailing address and was capable of furnishing this information to the outside collection agency why would they not use the information on file to contact me directly? I can assure you I did not receive any notification by mail or phone for this claim/bill. The only notification received including our Health Insuranced Benefit Explanation form was the once received today from [redacted]. Again, considering this is not the first time this has happened to me directly, I can only assume they are not taking the necessary steps to collect payment before sending to the credit bureau for a third party to collect.Desired Settlement: I would request at this time a copy of the billing statements generated/sent and dates/times when attempted to be contacted via phone. In addition, I would expect a letter of apology for my time and frustration invested in this matter.
Business
Response:
September 4, 2013
Dear [redacted]:
Please accept our sincere apology for not responding to previous attempts to contact us. [redacted] did not receive any previous communication. We are thinking it may have hit our spam filter.
We have reviewed the account in question and found that it was an error on the part of the registrar. When the statements came back as undeliverable, the person working the account was unable to find a new address. I think this is an education piece for the staff person as I was able to find it online. The account had also been forwarded to an external vendor that helps us track bad addresses and attempts to collect on balances before they go to an agency. That vendor did not work the account either
I apologize to **. [redacted] for all of the errors that occurred on this account and the fact that her first contact regarding the account was with one of our collection agencies. We are pulling the account back from the agency and writing off the balance for all of frustration this has caused her due to our errors.
I have attached the statements as requested.
If she would like to discuss this further, I will be happy to work with her directly.
Sincerely,
Review: I moved to Maine, in Jan, 2011. My son moved back to PA, in Sept. 2011. I have noticed charges from company, on my credit reports. I have spoken with their billing department. I have received itemized billing, but I never received copies of bills, with the address on file, at time of billing. I have not lived in PA, since Jan., 2011.Desired Settlement: Deletion of cred trade lines, as well as proper billing address adjustments.
Business
Response:
Response:
[redacted]’s complaint has been thoroughly reviewed regarding accounts that have been forwarded to a collection agency for his son, [redacted].
Our Customer Service Specialist spoke to [redacted] in September of 2013 and explained that we do not change the guarantor on a child’s account unless we have a valid court document indicating that the other parent should be responsible for the child’s healthcare bills. [redacted] was asked to supply us with that document. He verified with us that he does not have such a document.
The guarantor was changed to the mother in October of 2012 by the practice. However, all prior services are the responsibility of the guarantor at the time of the services.
Although we did not have [redacted]’s current address in our system, [redacted] was paying the bills up to and including a payment in May of 2011. We have changed the address to his current address on his guarantor account.
Although we understand [redacted]'s concern, based upon previous discussions and our current investigation, we are unable to remove these items from his credit report as requested.
Sincerely,
Director, Patient Financial Services
Lancaster General Hospital
Consumer
Response:
[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 Administratively Resolved]
Review: [redacted]
I am rejecting this response because: I moved from [redacted], on 31 Dec, 2011. I returned to collect my mail, along with the rest of my belongings on 15 April, 2011. I did a change of address on 18 April, 2011, to have my mail forwarded to me. As I am sure that you are aware, anytime a statement of charges are mailed out, underneath the mailers address, there is a notation to the U.S.P.S., to update the address, by forwarding methods. I never received any mailings, from Lancaster General Health, regarding any billing issues. IF the statement of charges were mailed to [redacted], Lancaster PA, [redacted], the mail would have been forwarded to my new address in Maine. I am confused to how my address was not on file. Also, I want an explanation to how I never received proper statement of charges. I have NOT resided in [redacted], PA, since 02 April, 2000. I am hereby requesting ALL statement of charges that have occurred in between 01 Jan, 2011, to current. I am not asking for detailed billing, as I already have that in my possession. I want COPIES of ALL charges, that were incurred. The only way I will pay for these charges, is for them to be removed from my credit files, since I was not officially given a 30 day notice in writing, to my address, in the state of Maine.
Regards,
Business
Response:
--------- Forwarded message ----------
From: [redacted], [redacted] <[redacted]>
Date: Wed, Jun 11, 2014 at 2:06 PM
Subject: lg-secure Consumer Complaint #[redacted]
To: "[redacted]>
[redacted],
I received your message today.
I apologize if there hasn’t been an update, but I understood that you would be reopening the complaint and I would be receiving a new email.
If this is incorrect, please let me know.
In the meantime, per our discussion, our Customer Service Supervisor spoke with [redacted] who agreed that if he paid the balance in full by May 30, 2014, we would have this item removed from his credit report.
As of June 6, he had not paid his account but did send a letter requesting our agreement in writing. He then asked if he could delay his payment. Working in good faith, we agreed to an extension, and am allowing him until June 28th, 2014 to settle his account. We also informed him that if we did not receive this payment he would continue through the normal collection process and we would not recall this account from collections.
Please let me know if you have any questions, and again, I apologize for any confusion.
[redacted], MBA-HCM
Director, Patient Financial Services
Lancaster General Health
PO Box 3555
Lancaster, PA 17604-3555
###-###-#### Phone
###-###-#### Fax
www.LancasterGeneralHealth.org