Complaints

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:10/01/2024

  Type:Customer Service 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.

  On August 25th I drove my daughter to Johns Hopkins Hospital emergency department. We arrived at 7:57 am and registered. Her name was called and she saw someone in the triage section. They discussed her symptoms. She was having an allergic reaction to an antibiotic and had hives. She was given ******** in her IV. We were told a room wasnt available and was told to wait in the waiting area. Hours went by and no room ever became available. I asked to speak with a manager. No manager ever came out to talk with me at all. It was 3pm and still we wasnt ever taken back to an room in the emergency department. She never saw a doctor or anyone since the morning we arrived. I asked to have the covering on her arm where an IV would be placed to be removed. I still didnt receive any assistance. We left on our own to go find another hospital. We we there for over seven hours and never saw a doctor. This was a terrible experience. Ive been billed $150.00 I want the bill waived. I called and filed a complaint with patient relations about the terrible mistreatment at this hospital. I received a letter that is not true. My daughter received extremely poor service. She wasnt discharged. How can she be discharged since she never saw a doctor.

  Business Response

  Date: 11/21/2024

  Good morning,
  
  Sorry for the late response.
  
  The mother/patient shared their concern on 8/26/24 stating that they left our ** without treatment. Our Admissions Manager responded in writing on 9/24/24 stating that her daughter was triaged and care was administered and the request to waive the bill was denied. She reached out again on 10/1/24 stating that she was still unhappy. On 10/9/24 the Nurse manager from the ** reinvestigated her concern and provided another response again stating that her bill was accurate based on the care that she received for the ailment that she arrived for. We provided her with the number to billing customer service and for our claims department to dispute the charges through a different process. We are sorry that she had to wait but our ** is based on acuity and we had several traumas that day. We are sorry that she is still unhappy.
  
  Regards,
  
  *****
  ***** ********* (she/her)
  Senior Patient Relations Specialist
  Patient Relations Department
  The Johns Hopkins Hospital
  *************************
  ****** 170
  ******************
  Main Patient Relations Number ************

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22361836
  
  I am rejecting this response because: we shouldn't have never received any bills.  ************* is very unprofessional and unorganized.   I asked to speak with a manager when I was there.  No one came to talk to me.  Waiting over seven hours in a Waiting room is ridiculous.  My daughter and I left due to the lack of no care and no treatment.   We went to a different hospital so she could receive help.    It was pretty apparent we wasn't going to get help at Johns Hopkins   It was no transparency or honestly at Johns Hopkins.  When we arrived before 8am the waiting room was empty.  When we left after 3pm it was jammed packed .  I  mailed a letter to the ****** ******* in October.  I haven't received any updates.  It wasn't a contract number for ****** ******* .  ************ has already paid this terrible hospital $796 for nothing.   I want this $150 bill waived .  I don't owe them anything it's been the most horrible and frustrating experience ever.  No I'm very unhappy with this entire situation.   

   

    

   

   

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

  Business Response

  Date: 11/21/2024

  The patient has been given the information to claims to file so that she can get the $150 waived. The department has responded two times and at this point, the bill will not be waived by the *** it must go through claims.

   

  Customer Answer

  Date: 11/21/2024

  My insurance provider has already paid Johns Hopkins hospital $796.00. For nothing.  My daughter was never placed in a room or had any communication from a doctor.

   

   

  Customer Answer

  Date: 11/27/2024

  I've replied to all the emails.   Why was it closed.   It isn't resolved.   Can you reopen the complaint.   My correspondence with johns hopkins has been verbal with patient relations and emails 

  Customer Answer

  Date: 12/02/2024

  I don't understand what was done to resolve this mistake.  Nothing except lies from **** hopkins hospital.  Just like Nothing was done ehen my daughter came to the emergency department 

• Initial Complaint

  Date:09/15/2023

  Type:Customer Service 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.

  My horrible experience at **************************************** ** Wednesday 9-13-2022 Thursday 9-14-2023 My name is ****** Nicole ***** I have sarcoidosis and recently had eye surgery on Monday 12th of September at *************************** I had a pain in my chest area at ************************** it was taken to ******************************* Hospital **. The PA from the cardiac department took me to the ** Wednesday 9-13-2023. I sat in the ** for 15 hours in a wheel chair with my oxygen tank and received no service until Thursday 9-14-2023. Now they the ** doctor has stated she possibly may have pneumonia or heart attack. I am currently in *** trying to get my blood pressure up and I feel this could have been prevented if I was seen earlier instead of waiting for 15 hours in the **. I wonder are these common practices of JHH? I want to bring this to the attention of the BBB so that other patients or visitors do not get the same treatment as I did. I can be reached at ************ or ************ Regards,****** Nicole ****

  Business Response

  Date: 09/15/2023

  Good afternoon Ms. ***************** you for contacting the business office and we appreciate the opportunity to assist you in getting your concerns addressed promptly. Because these are not billing related issues, below you will find the contact information to our Patient Relations team that can help you address your concerns and do a formal review.

  Johns Hopkins is committed to providing you and your loved ones a respectful and positive experience. Our staff are here to listen and help address any concerns you may have. Our goal is to ensure you and your family receive safe, high quality and compassionate care and service. If, at any point, we are not meeting your expectations, please bring these concerns to the attention of your care team or a manager where you are receiving your care. If your concerns remain unresolved, please contact the patient relations or patient experience team at your hospital for further assistance. Our patient relations assistants can help facilitate a formal review and follow-up to your concerns. Information shared with Patient Relations is reported to all executive levels of the hospital. Contact our patient relations team by choosing one of the following methods:
  Phone: ************ (patient relations)
  We strive to return your call within the day; all calls will be returned within the next business day.
  Email: *********************************
  Mail:
  The Johns Hopkins Hospital Patient Relations Department
  ***************************
  ********************************************************************
  In person:
  Hours of operation are Monday-Friday 8:30 a.m.-5 p.m.

   

  Business Response

  Date: 09/19/2023

  
   ****************************
   The Johns Hopkins Hospital 
   ****************************;      
    ****** 170
   *********, MD 21287
   ************
   *********************************
  
  
  
  September 19, 2023
  
  Ms. ******* ******, Dispute Resolution Specialist
  Better Business Bureau of ****************
  *************************************
  *******************-2445
  
  Case # ********
  
  
  Dear Ms. ****************** Johns Hopkins **************************** received the complaint filed by Ms. ****** **** with the Better Business Bureau of Greater Maryland. Johns Hopkins strives to provide the highest quality of care to all patients, and takes all complaints from patients very seriously. In partnership with the clinical team, Ms. ***** concerns were addressed. In our follow up to Ms. **** on September 18, 2023, she expressed no further concerns.   Please feel free to contact the ******************** if you have additional questions.
  
  Sincerely,
  
  ****************************
  

  Customer Answer

  Date: 09/26/2023

  The issue has been resolved. Thank you for your assistance.