Complaints

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

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  Kings Daughters Hospital

  One Kings Daughters Drive Madison, IN 47250

• 

  Kings Daughters Hospital

  PO Box 447 Madison, IN 47250

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:08/21/2023

  Type:Service or Repair 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.

  In the last several months and since the purchase of this hospital by the Norton network, multiple issues with Lab work that has been incorrectly collected and/or process on 2 different patients seeing ** ******* at the Milton KY office,
  First in June on a ***** ******* where lab work collected on a Friday but not properly processed was fradulantly documeted as collected on a Monday, but allowed to **** and had to be redrawn, now on myself, been drawn 2 times for needed lab work, totally failed to order it correctly the first time along with another test and then improperly sent to the reference lab the second time it was collected, they called, wanted to do it a 3rd, need tomorrow 8/22, will have another MD do test during a visit tomorrow, this is a major issue as a ************** ** ******* ********* *** ****** ******** *ntil all this lab work is completed. Been 2 weeks now and they cannot get it correct at the Hospital lab!
  NOT sure what is going on with this lab, they now also refuse to collect lab work for LabCorp even whent the patients Insurance required it, that want you to pay them the co pay and % when it would be covered free at the correct lab with my INS! What kind of a hospital has this become?? Previous conversation with very RUDE LAB MANAGER & A STAFF MEMBER, Want the lab managers, MANAGER to call my POA *** ******* to discuss! This is Horrible!!!!!!!

  Business Response

  Date: 08/29/2023

  I have attached the letter sent to the customer with the complaint.  He was also telephoned (the POA as directed) with no resolution as he was not interested in hearing the explanation by our lab director.

  I am very sorry for his frustration and for the error our staff made, but not sure what else he would like to resolve the situation.

  I have redacted the names in the letter sent for privacy despite the patient's disclosure in the complaint.

  My telephone number is ************ should you have any further questions.   

  Thank you.

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

  Norton King's Daughters' Health

   

  I .  

  Customer Answer

  Date: 09/05/2023

  
  
  Complaint: ********
   
  
  I am rejecting this response because: I never received the letter she indicted sent and in the conversation with my POA he was given nothing but unacceptable excuses as to this labs improper handling of specimens and errors impacting my patient care due to the delay in receiving timely lab results!

  I had another MD at another location complete the testing. 

  When ever possible, I will NEVER USE the LAB AT Norton KDH Again/
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 09/12/2023

  Please see the attached response.   I feel I have gone over and above on this and yet the person is not satisfied.   I think if you review the documentation you will agree.  Feel free to call me with any questions.

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

  Norton King's Daughters' Health

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

  Customer Answer

  Date: 09/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: *** ***** indicates she went above and Beyond??? This woman did NOTHING duting a verbal conversation but attempt to cover the Norton KDH Lab errors with unacceptable excuses, being a LAB person myself, I understand the reality of a Hospital Lab, and there was definitely an attempt to cover up and justify their delay in shipment of specimens to the reference lab that I feel based on a previous discussion with KDH Lab Manger over other issues, this was done deliberately, and we were given nothing but a standard attempt to make excuses for internal incompetence. In the future unless it is a true emergency, we will see quality healthcare elsewhere.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:10/25/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  CONSTANT Delayed Billing issues and inproper charges to Ins Company.
  
  Date of Service 5/17/22, Billing not received by Ins for months after date of service, copay for lab work Incorrectly billed to my Ins Company and not received until 9/10/22.
  I am a participant in the ********** ** ******* ******* that will cover co pays IF received in a timely manner.
  2 years in a row, this site has delayed billing so long, I can no longer submit for payment from a DOS 5 months ago and am responsible out of pocket, am a disabled individual on SSI.
  
  Also, they take months to submit, then give the patient 10 days to pay the co pay!
  
  AND MOST CONCERNING, this lab work was collected in the MD's Office during a routine follow up, NOT as the Hospital as Outpatient and was billed fraudulently to ****** as an outpatient lab.(Not covered at 100% like it should have been when collected during a MD visit)
  Called Hospital Billing was told oh well, was then given the voice mail for a *** ******** **ft a detailed message, never received a call back on 9/12, Now I received additional billing this week.
  May be time to fina a new Primary Care MD in another network if this continues, ********** is not the only provider in this area.
  Want the balance on acct#********* removed

  Business Response

  Date: 11/16/2022

  To whom it may concern:
   
  I spoke to our customer today and apologized for the delay. I have agreed to adjust the balance to resolve his dispute. He was satisfied and considers the issue resolved.
   
  Thank you,
   
  *** *******
  ****** ****** ********* ******
  ******* ******** ****
  ****************
  ***********************
  

  
  

  Customer Answer

  Date: 11/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  ***** ********
  
  
  
  

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