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Business Profile

Hospital

Scotland Health Care System

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:11/14/2024

    Type:Customer Service 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 daughter ****** ******* was severely sick for about 9 years and was severely neglected by several doctors that didn't care to figure out what was wrong. I took her to ******** Family Medicine in ******** ************** in hopes to get her help. They ordered her a ********** that she had done on April 11 2024 at **************************************** in **********************. She was lethargic and couldn't see or hold her bladder or her bowel movements. To get to the purpose of me filing the complaint she had the ********** on April 11th 2024 and she died on April 16th 2024. Upon going to the hospital to get her medical records I was given a copy of the ********** from the medical records receptionist along with her other medical records and this particular spinal type results had a diagnosis of pneumocephalus which was signed up by the doctor and said final results it also had on every other page indications of pneumocephalus. It has been almost 7 months since she passed and I still have not been given a reason for why this diagnosis is on her ********** results. I tried to do an investigation through the hospital and I never heard anything back about it so I finally got the number to the person that was doing the investigation her name is *********** and I was told by her or she restarted reading something to me and I asked her what are you doing and she was telling me what the complaint was about and I said no ma'am that's not what my complaint was about my complaint was about where this diagnosis came from and why nobody is able to tell me where it came from so whoever put in the complaint didn't even put down what I was complaining about I had to explain it to her and then she said she was going to go back in and do a reinvestigation and then all of a sudden it just stopped and I was told that the legal team would give me a call which I never received and I still don't know where this diagnosis came from. Im not getting a letter from the hospital with a answer. Help

    Business Response

    Date: 11/22/2024

    Please advise that due to ***** regulations and the patient being deceased we are unable to provide information about this patient. I have spoken with our compliance and risk department who has also advised me that we are unable to share any personal/medical information in regard to this patient considering that her information is sensitive and safeguarded. However, a letter was sent to the patient's mother in regard to her concerns on July 17, 2024. 

    Customer Answer

    Date: 11/23/2024

     
    I am rejecting this response because: I reject this offer because I need to know where this where this diagnosis came from and I have a letter of authority having her medical records so there's no reason why they can't give me this information it's a simple question which nobody can seem to answer I reject this response and I want to keep the case open somebody needs to tell me where this diagnosis came from my daughter died and I would like to get it out there so people can know exactly what kind of hospital this is. They need to give me some kind of explanation I never received the letter in the mail I had all my daughters' mail order to my address so if she would have got a letter going to her address it would have came to me and I never received one so that's why that's not true because I did not have a letter from them because that don't even know what kind of explanation to give me because they're not saying anything and it's going on 7 months and they still can't tell me where the diagnosis came from. I reject this response I would like to get this out there some kind of way if possible to speak out on this because they are completely lying and have not gave me anything to tell me where this diagnostics came from and I need to know.

  • Initial Complaint

    Date:01/02/2024

    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.
    event date: December 2022 We took my husband to Scotland Health Care System last year in December for major dehydration and to get a diagnosis of what was going on with him. The Doctor at Scotland Health Care System diagnosed him with Tonsilitis. Two days later we had to take him to an urgent care and the doctor at the urgent care diagnosed him with hand foot and mouth. Now I get that symptoms can occur to look the same and have different diagnoses, but we were billed $5,000 for a diagnosis that was wrong... I contacted Scotland Health Care System multiple times throughout the year to try and get the bill reduced or deducted all together because of wrong diagnosis, and the employees that work the billing department kept telling us they would get back in touch with the forms that we can fill out for misdiagnosis to reduce or get rid of the bill, no one has contacted us about any forms that can help fix this problem.

    Business Response

    Date: 01/24/2024

    Please see attached the response from the Director of ***************** Services.

     

    Thanks,

     

    LaCourtne *******

    Patient Experience Coordinator

  • Initial Complaint

    Date:11/09/2023

    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.
    I had three physical therapy treatments for a broken left wrist in March, 2023, and five in April,2023, at Scotland ****************** I paid $20.00 in-network copay as quoted by SMH or each of these treatments. In May SMH sent me a bill for $130.00 ($135.00 less $5.00 credit for my previous overpayment) for March. I asked several times for an explanation for this charge. I got either no response, or that I owe any part of SMH bill that United Health Care did not pay. or several pages of totally beyond understandable numbers. In June SMH sent me a bill for $225.00 for ****** Again I could not get a valid explanation. Both SMH and UHC assured me that I owed these unexplainable charges and I paid them. Then I learned that SMH had wrongly changed my status to out-of-network and was billing me for the difference, Out-of -network copay is $65.00 per session. I had previously paid $20.00. SMH is in-network with UHC. I have asked several times that SMH refund this $360.00 overcharge to me. After several unanswered requests, I asked SMH to apply the $360.00 to a much later $395.00 surgery prepay. *** refused and apparently has no intention of refunding my money.

    Business Response

    Date: 12/06/2023

    I have attached the response above.  Please let me now if you need anything else.  *************************** ************ ****************************************************************************.  

Scotland Health Care System is NOT a BBB Accredited Business.

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