Complaints

This profile includes complaints for ChristianaCare's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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ChristianaCare has 21 locations, listed below.

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  ChristianaCare

  4755 Ogletown Stanton Rd Newark, DE 19718-2200

  
• 

  ChristianaCare

  4701 Ogletown Stanton Rd Newark, DE 19713-2055

  
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  ChristianaCare

  200 Hygeia Dr Newark, DE 19713-2049

  
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  ChristianaCare

  1011 E Songsmith Dr Bear, DE 19701-1194

  
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  ChristianaCare

  200 Banning St Ste 170 Dover, DE 19904-3491

  

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.

• Initial Complaint

  Date:12/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I went to the MedExpress Christiana Care on Hygiea Drive in Newark and it was absolutely a horrible experience. The front desk staff were making crude jokes and comments, I was absolutely appalled the second I walked in. Then, the P.A. who saw me was unprofessional, rude, not helpful, and showed a total lack of care, empathy, or respect. She did not listen to any of my concerns and everything I tried to say, explain, or ask was answered with disrespect and a total condescending attitude. She told me that my headache was not related to my extremely high blood pressure and that I should take tylenol instead of aspirin because aspirin raises blood pressure. This information is all totally incorrect, absolutely terrible that she told me this and treated me this way. It was made very clear to me that this person did not care about my health, my safety, or any of my concerns about my physical and mental welfare. This person should NOT be in healthcare at all, and I will never, ever go back to this MedExpress location. She also falsified my medical records because after my BP was taken by the medical assistant and again by the P.A., she did it again and said "this is the number I'm going to record", which was my lowest blood pressure reading, shouldn't it be my highest reading due to the danger of it? Something needs to be done at this medexpress location, before someone dies. Also, I want my 20 dollars back that I paid because I was not given any help, medication, or guidance. This was absolutely a terrible experience all around, it made my stress and anxiety worse by 100 times, considering I was there for major concerns about my blood pressure you would think they would want to keep me calm and comfortable, but it was absolutely not the case at all. When I was able to contact my regular doctor's office they told me that I should have been admitted to the E.R. immediately when I told them what was going on with me.

  

  Business Response

  Date: 12/27/2022

  December
  20, 2022
  
  ****** ****
  ** ********* ***
  ******* ** *****
  
  
  Dear
  Mr. ****,
  
  We
  appreciate you taking the time to share your ChristianaCare GoHealth MAU experience.
  I appreciate having the opportunity to assist with your concerns. The nurses,
  doctors, and staff of ChristianaCare strive to provide patients with the best
  experience possible. All feedback shared is helpful in our efforts to improve
  the care and services we provide to our patients.
  
  You
  shared with me your concerns regarding you care. On your behalf, I immediately
  forwarded your concerns to the ChristianaCare GoHealth MAU leadership for
  review. A thorough and thoughtful review was completed on December 20, 2022.
  
  I sincerely
  hope that you will please accept my apology that your experience with us did
  not meet your expectations. Our goal is that each patient feels that they
  received best of care, provided in a caring and timely manner. Our review has
  determined that the evaluation and treatment plan were provided based on your
  clinical presentation at the time of your visit.
  
  Since
  medical and professional services were required to properly address your
  complaint and symptoms, we are unable to remove your charges. However, you may
  contact the office of Patient Accounting at 302-******** to arrange a payment
  schedule. If you would like to review your medical record, please contact our
  medical records department at Wilmington Hospital at 302-********* 
  
  Again, thank you for the opportunity to
  review the concerns. If you have any questions concerning this letter, or would
  like to discuss this concern further, please contact me directly at
  *************
  
  Respectfully,
  Patient Relations  
  ChristianaCare

  Customer Answer

  Date: 12/29/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  This response is not acceptable because when the representative contacted me, they told me what was put into my medical record and it was either untrue or not totally accurate for the most part. I will not stand for lies being put into my permanent medical record and I believe that I am indeed entitled to my $20 copay back because I was not given adequate care, attention, medication, or any type of help or follow-up. I was also told that I would be provided a form to correct my medical record, but that has NOT been provided. I still need to take time out of my schedule to find out how to correct my medical record and take further steps to see that this individual is properly reprimanded so that this does not happen to another patient ever again. I will be contacting my insurance company next, as well as possibly The News Journal. The way I was treated at this facility was an absolute disgrace.
  
  ****** ****
  
  
  Regards,
  Complaint ID: 18579321
   
  
  
  
   

  

  Business Response

  Date: 01/21/2023

  We made an attempt to contact the patient to further understand their concerns. Patient shared satisfaction during our initial conversation.

• Initial Complaint

  Date:08/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hello,
  
  On 7/14/2022, Christiana Care performed an EMG test at the recommendation of Dr. ******* ***********. The procedure went fine, and Dr. Devarapalli did a great job at explaining the procedure process before and during the procedure as well as the results. However, at no point prior to the procedure was the pre-insurance cost discussed, nor was an estimated cost of the procedure after insurance discussed. Now I am left with a $1,872.35 medical bill (post insurance adjustment) that is completely unexpected, and frankly my wife and I don't have the means to pay it, and nor should we - this should have been explained prior to administering an elective procedure. I called the billing department (which is a contractor for Christiana Care), explained my situation that there was zero communication of the exorbitant amount of the cost of the procedure beforehand, and I offered to settle the bill for $1000, but was declined.

  

  Business Response

  Date: 10/07/2022

  We take all concerns seriously and on your behalf we had
  reached out to leadership for Patient Financial Services for review. A thorough
  review of your concerns was completed on September 8, 2022.
  
  As part of
  your review, you spoke with **** *******, Billing Manager, Patient Financial
  Services. I hope you found that conversation helpful.  Our review determined that the medical
  services provided were billed correctly and processed according to your
  insurance benefit plan; resulting in a balance which is your plan deductible. I’m
  glad I was able to speak to you in follow up to that conversation where you
  advised that you had been in contact with VARO and established a payment plan
  based on the amount agreed upon during your conversation with Patient Financial
  Services. Thank you for allowing me to assist you and please feel free to reach
  out for any additional needs.

  Customer Answer

  Date: 10/07/2022

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

  
  

  You can close the complaint.  I’m not getting anywhere with Christiana Care.  Their billing practices are not fair - they don’t disclose the price of care beforehand on elective procedures for in network insurance holders/patients and hide behind a DE state law to justify it.  It’s really crappy.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 17720850