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Business Profile

Hospital

Saint Mary's Hospital

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/27/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My grandmother was admitted to St. Marys hospital on 6/22/2024 in regards to debilitating headaches.

    On 6/23/2024 her attending physician I **** misdiagnosed her with meningitis because he guessed that's what it was since he couldn't figure it out for himself and ordered her to undergo a spinal tap when it was in fact Lyme disease.

    A different doctor from infections diseases had to correct I ****'s diagnosis informing him that it was not meningitis and that a spinal tap wasn't even necessary.

    Caused my grandmother unnecessary pain when he wasn't even sure what the issue was exactly. Then to add insult to injury he fumbled her blood work and entered incorrect readings.
    His medical license should be revoked. God only know how many other people he has done this to when it wasn't warranted.

    Business Response

    Date: 07/02/2024

    ********
    *** ********* ** ********

    ***** ****** ******** *******

    Thank you for contacting Trinity
    Health Of New England (THOfNE).  As with all reports, we took your concern
    regarding a report of a billing matter seriously.  Given the sensitivity
    of patient information and to protect the privacy of our patients, THOfNE
    responds directly to a patient in the event a complaint or concern is
    raised.  Thank you for bringing this matter to our attention

    Sincerely,

    Chante S***
    Supervisor
    Trinity Health of New England Customer Service
    ************

    Customer Answer

    Date: 07/04/2024



    Complaint: ********



    I am rejecting this response because: This isn't a billing matter, this is a quality of care and medical malpractice matter. 

    A procedure was performed on me that was unnecessary by use of scare tactics by the Dr. 

    I was told i would die if I didn't do it only to find out i was misdiagnosed and the procedure was not warranted. 

    i was subject to unnecessary pain because the doctor didnt feel like he needed to wait for all necessary information to make an informed decision. 

    i will be making a formal complaint with the medical review board. That "doctor" **** should not be allowed to keep his licence 

    Sincerely,



    ***** ******

  • Initial Complaint

    Date:04/23/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My wife got sick was feeling numb to the head, face and left side of her body. She went to the St. MARY emergency today 4.22.24 around 12:45pm. She paid her co pay and waited for roughly 6 hours without anyone attending to her. At that point she asked for her copay back and it was refunded. People came in after her and were treated. I look at this as neglect to treat her. I want everyone in this ********* ** and new England area to know what's happening at this facility. She went up to the front desk to inquire on the status after 4 hours and the person was extremely rude.

    Business Response

    Date: 04/26/2024

    *********
    *** ******* ****

    *** *** ********

    **** *** ******* *****

    This written
    correspondence is a follow-up to the appeal grievance emailed to Saint Mary’s
    Hospital on 4/23/24 regarding care concerns rendered to Mrs. **** *******
    ****** during her 4/22/24 care in the Emergency Room.  Please know that we
    take all concerns very seriously and have conducted a thorough investigation.
    Below are our findings.

    Regarding the
    concerns raised by the authorized representative, see below for a response:
    Background
    The patient is a
    47-year-old female who presented to the Emergency Room on 4/22/24 at
    approximately 1258 pm. The patient’s chief complaint was numbness to the left
    face/arm and legs which began 3 days prior. The patient felt lightheaded and
    had a headache, which brought her to the Emergency Room that afternoon. The
    patient stated she was having numbness to her face and after taking ******** at
    10am, without any relief. 


    Timeline of visit
    12:58pm arrived to ED,
    13:20pm patient triage complete including vital signs and Glasgow Coma Scale. Patients are seen in the Emergency
    Department based on acuity. The provider was unable to obtain
    the history and physical from the patient due to having left the department
    when the patient was called back to a room.  



    Our mission
    at Saint Mary's Hospital is to provide our patients with the highest quality
    health care they deserve. Thank you for partnering with us in improving the
    patient and family experience. We consider it a privilege to serve our
    patients, and we are especially disappointed when our service falls below
    expectations.  Please know that the concerns brought forward have been
    taken very seriously and actions are taken to provide exceptional care to our
    patients and families.  

    Sincerely,

    Carmelina C********
    Clinical Performance Improvement & Patient Relations
    Specialist 

    Customer Answer

    Date: 04/26/2024



    Complaint: ********



    I am rejecting this response because:

    Per St. Mary response I am disagreeing. I sat in the waiting room (they can check the camera) for almost 6 hours and no one called me during that time. 

    I got up several times and inquiry about my long waiting and they were extremely rude whenever i asked about waiting time. 

    After about 5 hours yes i did asked for a refund of my co pay which was indeed refunded and went to ********* ******** ********* **** which i was seen and attended to within an hour. 

    Sincerely,



    ******* ******

  • Initial Complaint

    Date:01/26/2024

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 10/3/2023 I had blood work done at a blood draw center associated with St Mary's Hospital in ********* ** that was part of my annual physical. The blood work was suppose to be covered per my health insurance (*****). The hospital coded the lab test incorrectly and my insurance was billed $1147.00 per my insurance because of coding, I am responsible for $381.76. I called ***** to find out why they didn't cover the blood work and that is when I found out that it was coded incorrectly. ***** called St. Mary's and gave them the correct codes to use. I confirmed with St Mary's that they spoke with ***** and that the recoding would happen. I have called St Mary's weekly to check on the status of my account. I have been told that it was recoded and needed to be resubmitted to my insurance. 1/182024 I called to request to speak to a manager about this issue, as it has been going on since 10/2023 and was told that I would receive a call back. I called 1/17 and 1/19 and was told both times that the manager was on a call and would call me back. As of 1/26/2024 I have not received a call. I have received a phone call from St Mary's Hospital saying that they will send me to collection over the bill. Which I told them I was working with billing because of a coding error on the account. I just want to get this matter cleared up as it has been ongoing since mid October 2023.

    Business Response

    Date: 02/07/2024

    ********
    *** ********* ** ********

    ***** ****** ******** *******

    Thank you for contacting Trinity
    Health Of New England (THOfNE).  As with all reports, we took your concern
    regarding a report of a billing matter seriously.  Given the sensitivity
    of patient information and to protect the privacy of our patients, THOfNE
    responds directly to a patient in the event a complaint or concern is
    raised.  Thank you for bringing this matter to our attention.

    Sincerely,

    Chante S***
    Supervisor
    Trinity Health of New England Customer Service
    ###-###-####

    Customer Answer

    Date: 02/15/2024

    After contacting you, Trinity Health final recoded the lab test and sent it off to my insurance for payment.  I was calling them since October with no action from them.  Even with I requested a call from a manager, no one would call me back.  But once you contact, I got a call from a manager and the issue was resolved. Sad that it took 4 month and a complaint filled to BBB to get this resolved. 

  • Initial Complaint

    Date:07/19/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    To whom it may concern I ******* ******* is here at st Mary hospital n once again they r refusing to see me
    I was here 11-3-21 n they called the police n ask for me to b remove n that they wasn’t going to c me
    No actions was talking against the staff in regards to y
    I didn’t do nothing wasn’t rude, yelling or anything but however they still refused to c what was wrong with me

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