Complaints

• Initial Complaint

  11/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Concord hospital overfilled my daughter during her annual physical. The billing *** said that because they mentioned her asthma concord hospital billed me for an additional drs visit for $83. The ** did not ask anything more than if she asthma was any better or worse, no additional testing or discussion was had, so this does fall under the annual physical, as verified by my insurance company. I have called the hospital for nearly a full month now and can never get a supervisor on the phone, and the one call back was from - ***** number marked as spam on my phone and when I called back 2 minutes later was told again she was busy. I have called over 6 times now, and every time there is only the one supervisor who is in a meeting. They cannot find me another supervisor, let me email her, contact her boss or speak with anyone else, the only option every single time has been to sit and wait for a call back that does not come. This is medical claim fraud and needs to be addressed for over billing customers and then refusing to deal with them.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Received ****s from a year ago. I have ******** and anthem both cards were given before appointments. I also told the ****ing **** to **** ******** primary. I do work but my ******** is primary because it is under 20 employees. The ****ing department ****ed anthem as primary. Which anthem did pay which s**** up my COB. I received a year later ****s to be paid because anthem took the money back. The hospital should have known then that they need to go back and **** ******** and not even send me ****s. I explained his to the ****ing ****. Since I have called anthem and ******** . Anthem also called the hospital ****ing **** and explained all this to them. I also was told by anthem I would not receive any more calls from the hospital. I keep receiving call to update my info. I have talked to supervisor that I thought had it straight only to find out they are calling me to update. And the supervisor call back after 48 hrs. Why is the hospital refusing to **** and not **** me when I was fully covered?

  Business response

  05/01/2024

  More Information...Due to HIPAA requirements Concord Hospital is unable to provide identifying information in response to a patient publicly expressed concerns. Internal workflows have been reviewed and coaching to our staff who assist patients with insurance billing concerns has occurred based on the issue shared with our organization from the Better Business Bureau. Patient ********* Services has also been in contact with the writer to personally address the challenges they experienced and to resolve any concerns. Concord Hospital appreciates and values the feedback from all of our patients so we may review our processes and make necessary changes. If we do not hear from our patients, we may not know we haven't met their expectations and make improvements.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our family moved to Laconia over the summer and have been trying to get primary care physicians with ANY of the Dr.'s offices/clinics in the Laconia area since the 1st of September when our new insurance coverage started. To this date we have NEVER been able to speak to a person using the concord hospital "New Patient Enrollment" telephone number (603) 224-7879. Each time we call we are on hold in the automated system for 15 - 30 minutes and are then told to leave a message and someone will return our call. It is now Sept. 25th and we have NEVER spoken to a person, our messages have NEVER been returned. I need to have an employment physical completed within 30 days as a condition of hiring and I have not been able to get a PCP or schedule an appointment to have that done. My husband has prescriptions that need to be renewed by a PCP and he has not been able to get a PCP or make an appointment so his medications can be renewed. I understand that they are short staffed, but this is RIDICULOUS! Please help!!

  Business response

  10/06/2023

  Concord Hospital greatly appreciates being part of the conversation and knowing when we didn't meet expectations. Concord Hospital leadership is actively reviewing the concern shared with the Better Business Bureau and will be reaching out directly to the writer. We sincerely apologize for the delay any current or future patient may experience in scheduling services with our health system. We encourage anyone with a concern to call our Patient Relations team at 603.230.1902. 

• Initial Complaint

  10/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have sent several checks by mail to resolve a bill with Concord Hospital Laconia for $86.88. I do not feel comfortable putting my financial information on their website due to being overcharged before when they had a credit card on file. I feel as though they are purposely not cashing my checks so as to either force online paying or to ruin credit.

  Business response

  10/20/2022

  Concord Hospital appreciates feedback from our patients we are not meeting their expectations. I have reviewed our system and will be following up with the patient directly. I believe we will be able to resolve all concerns and newly adopted processes should streamline this process for all our patients. 

  Customer response

  10/20/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18191068, and find that this resolution is satisfactory to me if they truely follow up and fix the issues.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  09/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Over the course of an employer related physical at Concords occupational health, an impairment in lung function prompted occupational health to refer me to Concords pulmonary dept. I inquired with occupational health if my insurance would be able to cover the visit and was told “I’ve never seen it be an issue”. I have been billed directly for the referred visit which was a pulmonary function test and follow up which is close to 3000 dollars. A dramatic and unjustifiable markup from the cost basis of the service. Concord hospital is billing this to me directly as part of a pre employment physical however it is not as I took the referral myself and without consultation for my employer. I have repeatedly argued and disputed this with concord hospital so they will change the billing code and the bill can be sent through my insurance who have agreed to pay if the billing code is changed from a workplace related physical (again it was not simply a referral from a workplace physical). Concord only has one option - a single phone# to call for any billing disputes. There is no email, supervisor or literally any option I can take besides calling one single phone number and dealing with whoever is on in that dept. I in good faith offered to pay the cost of service but not the artificial mark up bill that would normally go to insurance however since I have insurance concord demands the bill be paid in full. Ironically they will not bill to my insurance but the fact that I HAVE it even though it is not being utilized in any way shape or form according to concord means I can pay the full bill out of pocket. Ann Marie in billing is usually who I talk to (again it’s one number and it’s whoever happens to answer) and she was lacking in professionalism or ability to answer or help with resolving the issue. Concord hospital refuses to utilize my insurance and then refuses to grant options besides paying an artificial price out of pocket for services that they refuse to bill correctly.

  Business response

  10/03/2022

  Concord Hospital is actively reviewing patients billing and will reply to patient with any resolution. During the review process, Concord Hospital pauses any patient billing to allow administrative and clinical staff to thoroughly assess documentation and billing. Concord Hospital welcomes and appreciates feedback from our patients when we have not met their expectations. We use this feedback to analyze our workflow and provide coaching to our team. Every interaction with Concord Hospital is expected to be professional, helpful, and with kindness. 

*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. ↩