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Business Profile

Hospital

Mercy Hospital

Complaints

This profile includes complaints for Mercy Hospital's headquarters and its corporate-owned locations. To view all corporate locations, see

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Mercy Hospital has 20 locations, listed below.

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    Customer Complaints Summary

    • 23 total complaints in the last 3 years.
    • 12 complaints 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:02/06/2023

      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.

      Complaint: ********



      I am rejecting this response because:

      I responded to the letter and sent in twice my HIPAA form and still waiting on the business to respond to the complaint.  I have given my permission.





      Sincerely,



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

      ill. Subsequently I called on Feb 6 to check the status of the reimbursement from Mr. ******** who told me they would have to restart the entire claim and would take another 45 days. I feel I am getting the run-around. I would like my reimbursement in a more timely manner as I have been patient enough.

      Business Response

      Date: 02/07/2023

      Good morning, 

      I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.


      Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.
          
      Please let me know how I can be of further assistance in the resolution of this concern.

      Business Response

      Date: 02/13/2023

      Good afternoon, 

       

      This is currently under review, there is nothing else that can be done at this time. 

    • Initial Complaint

      Date:01/10/2023

      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.
      I visited my Primary Care Physician on 09/28/2022, at the Mercy Clinic in Ozark, and was billed for such. My insurance (*******) covered the largest portion of the bill, and I paid my portion. Mercy continues to send me bills, for an amount over $400. I have contacted the insurance company, and Mercy billing numerous times. The insurance company sends them the Explanation of Benefits (the insurance company has provided me with dates and times) and Mercy continues to bill me, and says they never received the EOB. Mercy billing told me I could send them my copy of the EOB (after I suggested that, since they supposedly don't receive the insurance company's communication) but it wouldn't change the billing, because "people do alter" their EOB. I feel I have done more than my part to attempt to rectify this. I contact the insurance company, they send over the paperwork, and they are done with their part. Then Mercy billing claims they didn't receive the paperwork, which has now been sent repeatedly. Any attempts to communicate with billing are met with "You need to call your insurance company." How many times must i call my insurance company? I have now cancelled all future appointments, in an effort not to deal with Mercy billing.

      Business Response

      Date: 01/11/2023

      Case ID: # ********

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

      Hello,

      I have been in contact with Lucinda and her insurance company *** *** and have resolved the missing payment issue. The insurance issued the bulk check payment to the incorrect address. *** *** is now reissuing the payment this will be resolved once payment has been received and posted. Lucinda is aware of the actions that are being addressed to correct the accounts and resolve her complaint.

      Thank you,

      **** ******

      Mercy Patient Services

      Business Response

      Date: 01/12/2023

      I appreciate the opportunity to respond regrading concerns of billing/collection practices for clinical services provided to the complainant.  This has been resolved on 01/11/2023.

      Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state, and federal regulations.  The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.

       

    • Initial Complaint

      Date:08/27/2022

      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.
      Complaint: ********



      I am rejecting this response because: I have paid in advance for the "estimated cost" insurance would not cover, however insurance paid in full. 
      Further I have paid in full for Covid testing and was still billed by insurance. 
      An accurate accounting of the billing should be Mercy's responsibility. 
      They have rejected my complaint but given no person to contact. 







      Sincerely,



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

      Business Response

      Date: 08/29/2022

      Dear Better Business Bureau Investigator,

       

      I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.

       

      Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.

       

      Please let me know how I can be of further assistance in the resolution of this concern.

       

      Sincerely,

       

      Patient Services

      Mercy Health Systems

      Business Response

      Date: 08/31/2022

      Good morning, 

       

      We will follow up with patient as the account is correct and there is no refund due. 

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