ComplaintsforNash General Hospital

• Initial Complaint

  02/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called the hospital to get a good faith estimate of for a mammogram. I was told that it would cost $341.00. What they did not disclose to me was that I would be charged to have someone read the mammogram from Nash X-Ray. I do not have health Insurance, so I feel that I should be quoted the full standard amount. I was charged $ 192.00 more than the quoted amount to have the mammogram reviewed. I reached out to the hospital several times to have this corrected. It was never corrected. Therefore, I disputed the charge with my Credit card company and the dispute was resolved in my favor. The hospital staff told me that even though, the dispute was ruled in my favor I still have to pay. I went ahead and paid to prevent them from ruining my credit. I am seeking a refund of $ 192.00, since that amount was not included in my good faith estimate and the credit card company ruled in my favor.

  Business response

  02/28/2023

  Thank you for bringing this to our attention.  We apologize for any miscommunication and inconvenience that you experienced.  We appreciate your patience as we are working to resolve this issue as quickly as possible.  Under the law, health care providers need to give patients who do not have insurance or who are not using insurance an estimate of the bill for medical items and services.  Patients have the right to receive a Good Faith Estimate for the total expected cost of any non-emergency items or services which includes related costs like medical tests, prescription drugs, equipment, and hospital fees.  If the patient receives a bill that is at least $400 more than the Good Faith Estimate, the patient can dispute the bill.  There is signage throughout the Breast Care Center including signage at each registration desk indicating patients would receive a separate bill for professional services.  Further, the General Consent for Treatment that must be signed by each patient prior to any imaging services includes a Financial Responsibility section.  The first two sentences in this section are as follows: “I understand and agree that physician charges for medical and related professional services performed or supervised by a physician will be billed separate from hospital charges.  I understand that my actual charges may be different from charge estimates given to me.”  

  Customer response

  03/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I have not seen any evidence as this being true and why was I not told this when I was given the good faith estimate?

  
  Sincerely,
  
  ******** ******

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 7th, I was referred to Nash General Hospital by ***** ***** ****** Medical Center (now known as *********** ****** ********) to complete an EEG. An EEG is a test to record brain waves through 30 metal discs attached to your scalp. I completed my EEG at Nash General Hospital on March 21st, 2022. Prior to my test, I made sure to have the Nash General Hospital staff verify that this procedure would be covered under my insurance, so, I provided them both my insurance card, contact information, and any other information it would take to receive an answer. This was done around the 15th of March. About an hour after I had provided this information, I was told that the procedure would be completely free! I also made sure to ask if any deductible was required, and I was told again, that the procedure was free and a deductible was not required. I made the appointment right then. About a month after the procedure, I received a bill from UNC in regards to my EEG of $484.57 that was due not even 2 weeks later (due on 5/9/2022). I called Nash the following Monday through Thursday 4/25/2022-4/28/2022 (and I'm still calling them today) and about everyone I had spoken to including ******** ******** **** ******, ***** ******** from Nash General Hospital's billing department, and several front desk receptionists had provided me as much information as they could. I was then told by ******** ******* that a woman named ******* had written in my documentation that the insurance would 100% cover my EEG (this is on several of their recorded calls as well). I was never contacted by ******* throughout this entire transaction, even though I asked to speak with her. I've also been denied any emails being CCed to me so I could be kept in the loop to resolve this issue. It has been roughly a week, and I have not heard from either team. I am being left in the dark after after days of asking for help. Please assist me in this.

  Business response

  01/02/2024

  Thank you for your feedback.  Please contact *** Health Nashs Patient Engagement & ******************* to speak further about your experience at ************.

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