Complaints

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• Initial Complaint

  Date:11/02/2023

  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.

  My daughter went to the emergency room of Doylestown Hospital with a split lip. She was not seen by a doctor. By the time any medical staff saw her, the wound had already closed on its own. Only at my urging, did a supposed physician extender pour some saline on her wound to clean it. We waited for hours to be seen. A person was in crisis in the hallway cursing in front of our room and was not removed for a long period of time. My daughter heard everything and was very frightened. I recently reached out to the hospital to request that my account be brought to a zero balance from the horrible experience. I owe $175 after the hospital was already PAID $753 from my insurance company to let blood dry. I received a letter from Doylestown hospital risk manager ************************* dated Oct. 26, 2023 declining to credit the account to a zero balance. I am asking the hospital again to compensate for their poor service during this situation. Doing nothing is unacceptable. This was an awful experience

  Business Response

  Date: 12/14/2023

  December 6, 2023

  Dear *** *******,
  I am writing today in response to complaint ID #********. This case was reviewed on
  October 23, 2023 and was found to be without merit:
   - Patient was examined by a PA-C, which is an acknowledged physician extender.
   - Patient was assessed by an RN, examined by the PA-C and treated accordingly.
   - Suturing was offered; however, parent declined.
  

  There was no breach in standards of care.
  Insurance companies regulate individual co-pays and deductibles, which should be known by consumers who choose to enter the Emergency Department. In this case, the total time in the Emergency Department (from triage to discharge) was 2 hours and 20 minutes; this would not be considered an extended wait time. A letter addressing these concerns was mailed to the parent with a full explanation, including an apology that we failed to meet their expectations. There was no change made to the account balance at that time, and the balance due remains $175.00.
  

  Kindest Regards,

  Risk Manager | Patient Advocate
  Doylestown Hospital

  Customer Answer

  Date: 12/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  1. what is alleged in writing by the hospital is actually different than what occurred.

  2. The standards of care were not met and the time provided is not actually the time my daughter was seen and told she could go home.

  3. there was never an RN or doctor in the room to see my daughter

  4. By the time care was provided and my daughter was actually seen the wound was already closed

  5. Only an my suggestion did the PA-C (not a doctor) clean out the wound with saline.

  6. I'm sure if hospital staff were actually the parent of the patient in the room, they would understand proper care was not given and the $175 would be waived. If they experienced this situation firsthand, they would see where the failures were and how proper and timely service was not provided. Its easy to look at this on paper, but its a completely different scenario to be in that ER room with a child who is suffering. 
  
  Regards,
  
  ***** ******