Atrium Health
Reviews and Complaints

My mother fell from a truck and broke her right leg in 3 places and damaged her left. All attention was on the R leg. Surgery was on 7/29.. The next day PT came in long enough to put her in the chair and left. All other movement was up to me and an aid in her room. Patient was transferred to Rehab facility behind the mall under the pretense that rehab would continue. They first showed up in with a wheel chair to make this transfer. Once realized that the mode of transportation was not going to work, they requested stretcher service. At this time she's been told she does not qualify by 'Atriums' terms for physical therapy at this location. That she is still under the care of the hospital. That is why she's had no PT , no bath or shower. All they've done is fed her and helped her to the bedside commode. The case manager has never called me back. Nobody is communicating. This will be the last time that I use Atrium services for anything. Especially the care of my mother. The sooner I get her home and get adequate PT in here, I will feel better about her needs being met. Atrium Northeast, you have forgotten who you used to be.

I am writing to warn others of the terrible experience I have had thus far via Atrium health Huntersville. My son was diagnosed with strep. And was treated with amoxicillin. He got worse instead of better. I took him to the atrium emergency room in Huntersville. They sent us home. He proceeded to get worse. He spiked a fever of 104.2 on Monday. Took him to the emergency department Levine's children in Charlotte. They treated him with two days of IV antibiotics. My appointments with Dr L were terrible. She was dismissive. The ER physicians were dismissive. The The Charlotte location doctors were great and treated him appropriately. They asked for him to have blood work done two weeks after his hospital stay to check and make sure liver enzymes white count and inflammatory markers came down. Scheduled the appointment with Dr L's office. They canceled it. They rescheduled me at research lab. It took them an hour and 15 minutes to send over the orders while my son and I waited. Really and truly unacceptable unprofessional experience. I would warn others to not use Dr Stella L's office via atrium health if they want confident accurate care for their children.

I have been going to atrium my entire life and never once had an issue until I got my physical on 12/6. I did the "pre-check in" where I gave them my insurance information, which covers physicals 100% and always has. Well on 12/6 I got my physical and then received a statement for the visit in January. I know they have my insurance info because I also got a well women's exam the following week, also 100% covered on my plan and I did not receive a *** for that. I was confused so I sent them a message on their "customer service" messaging through the app (this was 1/13/2022). There was no response. I sent another message on 1/27/2022, still no response. They sent another statement, and I sent another message on 2/15/2022. Still no response. So I called on 2/25/22 after being sent ANOTHER statement from them. I got ahold of someone named *** in customer service and I explained my situation and she IMMEDIATELY hung up on me. I called back and got transferred to billing where nobody answered the phone. I called back and still nobody answered so I left a message leading me to today, 2/28/2022. I called back and still no answer. So now I am left with a *** for something my insurance covers 100% until I can get ahold of someone at atrium.

Atrium placed 2 other patients information in my chart. Some records have the other patients name on them. They show I was treated at another hospital. Never have I ever been at this hospital. I hired a forensic nurse to help fix my records. The hospital has refused to correct my records. This affects my care at all Atrium Facilities. It affects my cost for private insurance. We have communicated this with *** and president *** Ge has turned this over to his patient care staff and they shut the door in my face. This medical care could have killed me and the other patient. I filed complaints with the *** and Hippa. They need to audit my account and sit down in a professional manner to correct my records. They are afraid to correct the records because it shows them at fault for medical neglect. The entire staff that has continued to be blind by these mistakes should be fired. They kept saying I was diabetic and other health issues. The sad part is the other person probably has my medical protocol and didnt get the best treatment. Atrium us about coving up there mistakes. Somewhere I was charged fir the other patients meds. They eventually reversed that from my ***. Step need to be taken so I dont die if I ever have to have to go to there facility.

Today is August 14. I am only able to write this review because on August 7, while sleeping, I encountered a seizure I am still attempting to process. My wife has to describe to me what actually happened because I still don't remember 80% of it and the detail is too much for us both; however, I am, without a doubt, 1000% sure that through God's Hands and the care of each and every clinical professional I encountered at Atrium Healthcare from Saturday, August 7 to my discharge on Wednesday, August 11 with subsequent follow-up care, is the only reason I am able to write this review today. I can't recall my complete encounter; however, I can recall that each and every Atrium Employee from the clinical staff to food service, to environmental services were professional and always asked, "is there anything else I can get for you"? I do remember these things clearly. At this present time have I only been able to clearly think about, and respond to all I have encountered from August 7th to today and I have to make it as clear as I am presently thinking that the care I experienced from all of these Atrium Employees could simply NOT have been better no matter where it was administered. Thank you Lord and thank each and every Atrium Healthcare Employee I encountered and for all of you all I did encounter, you know I ain't easy to get along with!

Sorry staff. No one knows what they're doing or just don't care. If you go anywhere, make sure they are in no way affiliated with ATRIUM HEALTH! Had a teleconference with radiation doctor in Charlotte. We determined it best to do in Gastonia, where I work, since I needed to go daily. Dr *** actually had a 'crackhead' (Summer ***) over their insurance and scheduling. The talk with the doc was in April. She did call once, but couldn't answer questions being she was in her car heading home. Promised to call back when in ***, but if course never did. Finally in September I left a voice-mail to see if *** was still practicing, and I that I needed to reschedule in Gastonia before I die. I received a message to come to the Charlotte ***? I argued I didn't, but they insisted. Of course when the Doctor saw me he canceled the visit, stating I need to see the people in Gastonia. Told him what I'd been going thru with his help. He went ahead and gave me the info on where to go and who I need to see. The 'crackhead' and another woman at front desk has been let go. But I still get bills from Atrium Health? One for $404 for aftercare? God only knows what that was for! And another for $202 for the mistaken visit! Did get ahold of an *** manager at Dr *** who straightened it out. But now Atrium has started again with its bills. You call them, and of course, they know nothing! WHATEVER YOU DO STAY AWAY FROM ANY DOCTOR OR FACILITY AFFILIATED WITH ATRIUM HEALTH!

Made an appointment at Atrium Family Practice in *** for Monday 12/6. Received a text from Atrium advising of early appointment that was available for 12/3 at 12:10pm. I confirmed that I would take that appointment. Received text for online check in and completed it. Arrived at Atrium family practice at 11:45 am: Received text from Atrium states to text (Here) when I arrive. Did that and received a text stating to remain in my vehicle and I would receive text when my provider was ready. If I do not by the time that my appointment time arrives to respond to this text and I would be connected to a representative. Appointment time arrived I did not receive notification so I responded to the text. Waited 10 more minutes and no response so I responded to the text again. After 10 more minutes still no response so I responded to the text a 3rd time. Still no response so I called the practice to let them know that I was here waiting in the parking lot. I received an automated message stating that they had an extended hold time and that I could leave my name and number for a call back, so I did. waited another 15 minutes and no call back so I gave up and left. 15 minutes after leaving I received an automated call back from Atrium and was put on hold. After 12 minutes of being on hold I gave up again and just ended the call. Just thought that Atrium would like to be aware of my unfortunate experience with there appointment set up with there online app and automated texting system. Hope that it doesnt happen to anybody else..

I am writing in reference to West *** Family Medicine through Atrium in ***,*** My complaint is with the practice in general and not with the doctors I have received care from. The office practices are totally ridiculous and so much time is wasted. Whether these problems are due to the practice itself or Atrium I am not sure. I have complained many times to the practice and on surveys sent from Atrium as well. The call center they use is a joke and you can never get an appointment when you are sick. You stay on hold forever trying to get an appointment only to be told that they don't have any available. You can never ever see an actual doctor. Only NP or PA which in our experience has not always known what to do or how to treat our situation. They don't return phone calls in a timely manner and don't send prescriptions to the pharmacy when they say they will. My main complaint is with the front office staff. They are rude and unprofessional. They act like they are doing the patient a favor just by being there. Anytime my husband or I have spoken up to point out their unprofessionalism it is met by more rudeness from them. The office manager has been aware of problems but has never reached out to us in any way. This week we received certified letters that we are being dismissed from the practice and will not be allowed to be patients there any longer. This should be illegal and at the very least unethical! They think they have people over a barrel because it is a small rural community and think we need them more than they need us which is the problem with Atrium getting too big. I would not recommend this practice to anyone.

Every time I enter this hospital I have the worst experience. Its almost like none of the doctors are experienced and lack knowledge. *** first experience was last year when I visited this hospital due to my son having an illness. When we brought my son to this hospital they shrugged my son off and stated he had a virus. A few days later my son became worse so we decided to take him to the Atrium ER on *** Creek. When we arrived they immediately got to work and in the end stated my son had both RSV and Pneumonia. Just imagine being told your son has a virus and being sent home to have to suffer and come to find out its something completely different. Fast forward to Wednesday June 8 we brought my son to this hospital because he was having watery stools and has been throwing up and will not eat anything. We waited for over 2 hours to been seen and finally *** spoke with us and decided my son would need an ray. After the ray he came back into the room to speak with us and stated my son has Encopresis. Encopresis is when a child resists having bowel movements, causing impacted stool to collect in the colon and r*** and lead to leakage. He sent us home with a high dosage laxative to break down the stool and flush his system out. June 9 and 10 we gave the medicine to our son but saw no results . We visited the Levine Children Hospital today where *** and another Doctors stated my son just simply has another virus and that he did not have Encopresis and sent us home with just nausea medicine. When my partner asked if they could do another scan *** stated the scans were incorrect. I am beyond furious with this hospital and their lack of knowledge. They misdiagnosed my son twice within a year span and its disgusting how someone could do such a thing. This involves my child and for this hospital to take his illness with a grain of salt again disgusts me.

I worked at Atrium Health 10/21 through 12/21 I got sick at work and went to the *** the doctor saw me said I had an insect bite the staff was totally mean and rude to me until they found out I was an employee. I had blisters and was in so much pain having chills and throwing up chest pains I was really sick. The physicians said oh you have an insect bite. I had blisters on chest and back they looked horrible. But he said it was an insect bite and sent me back to work. I was a new employee and was afraid I would lose my job because I had just started so I went back to work. I worked in so much pain for 2 days I couldn't take it anymore. I went to my *** doctor and she told me I had a active case of shingles and it was not an insect bite. She said I need antibiotics and have to be off work 10 days. I file a complaint with the hospital for a misdiagnosis. I spoke to Dr. *** Medical Director for Atrium Health he took my statement. Call me back and said he investigated and he apologize for the doctor *** Then I received a letter from *** Chief Medical Officer saying they had completed their investigation and apologized again. Then after 10 days I went to employee *** at atrium health and was told I could not return to work. Then the HR department called me and said I had to either resign or be fired if I couldn't return to full time duties. I pleaded for my job but had to eventually resign. Then I received a letter from Atrium *** charging me $11,543.10 for the hospital visit. I am devastated I was misdiagnosed then forced to resign or be fired then charged for the misdiagnosis. Then they refused to give me any kind of pay or anything. I am struggling already to pay my bills and now they want to charge me after the horrible way they have treated me. I cry mostly everyday and have started seeing a therapist. I didn't get any compensation or love from atrium. I could have infected everyone with Shingles

I was referred to a hernia specialist and had an appointment with him on 03/31. He told me that I would have to have hernia repair surgery the next week. I was scheduled for an endoscopy on 04/08 and surgery on 04/09. I had blood work done and a COVID test before I left on 03/31. After I left on 03/31, I was contacted by a lady from patient services and she said "that she noticed I had no insurance information on file." I told her I did not have insurance. She said "let me give you the phone number to our financial services department and they can help you and give you an estimate for what you would owe." I called the phone number she gave me multiple times in the days leading up to my procedure and surgery. I left 3 messages for Jerome D (not sure if that is the correct spelling) asking for a call back and never received a call back. I called Carolinas Medical Center (where my procedure and surgery was scheduled) and asked if they had a different phone number for financial services, the lady asked me to verify my date of birth and address. I verified both with her and she asked if my surgery would be in patient and I told her that I would be in the hospital at least 2 days after surgery. She told me not to worry about reaching out to them, that someone from financial services would come to my room before I was released to help me with the financial assistance. I had the endoscopy done on 04/08 and my surgery done on 04/09. I had to spend 3 nights in the hospital. On Sunday 04/11, a lady from financial services came in and asked me to verify my address and when I did, she said "oh I am so sorry but we cannot help you because you are not a resident of North Carolina or South Carolina." I work part-time and now have a medical bill for $32,022.86. I contacted Atrium Health patient services and explained to them everything that I have stated above and I was told that they could not get in contact with anyone from their financial assistance department and that it was their policy that they could not offer financial assistance to residents outside of North Carolina and South Carolina. There is no way I can pay this and should have been told up front that I would not be eligible for financial assistance. My only option now will be to file bankruptcy.

Atrium Health owes me a refund from a procedure performed February 5, of which I paid *** to cover my deductible and out of pocket maximum, upon being admitted. My insurance company and Atrium Health have an agreement in place that Atrium Health is obligated to get pre-authorizations, which they did but then invoiced my insurance company for additional amount. Per the agreement between Atrium Health and my insurance company, non-authorized amounts will not be paid, that Atrium cannot invoice the patient and the patient/insured is NOT responsible for the amount. I received a very upsetting letter, dated May 11, from Atrium Health that the claim for services in the amount of nearly $59k was denied and I was encouraged to reach out to my insurance company; they would send an appeal. The wording of the letter struck me as deceitful as I found that almost 8 weeks earlier my insurance company paid the claim in accordance with their agreement with Atrium Health. I called my insurance company, and together we called Atrium Health - numerous times! With my insurance company on the call I was told that I wouldn't get a refund until Atrium Health was paid by my insurance company - basically, Atrium Health did not comply the the terms of their agreement with my insurance company and I was held accountable for their error and non-compliance. The agreement between Atrium Health and the insurance company also states that Atrium Health cannot make the patient accountable. Today I placed another call to Atrium and was advised that its still not settled and the "Refund Department" said no refund until it is settled. Asked for details of any attempts to settle and I was put on hold for 10 minutes..."oh that's with the Legal Department". Contacted my insurance company who was not able to find when or if an actual appeal was filed. So Atrium Health's non-compliance has me in a hole for $2,196.95, not including the credit card interest accrued when I fulfilled my obligation and paid Atrium Health everything I was required, my time and effort when Atrium Health is in the wrong, on many levels. The care provided by Atrium Health is wonderful. The business conduct is deplorable! To expect a patient to perform their administrative responsibilities? Unacceptable. One star is the least you can leave and is a reflection of their business conduct.

I am writing to make a complaint about the standard of care and lack of treatment provided by Atrium Health Pineville Emergency Department, Charlotte NC. On *** I entered the ER complaint of *** and *** I had just been discharged from a 9 day admission for: *** Dr B.Y*** stated after reviewing my labs, X-rays he felt it would be best that I get readmitted to Hospital @ Home. A paramedic arrived to my home the following day to make sure my vital signs were stable. I informed her at that time that I did not get the *** needed to use with the *** CVS on XXXXX *** Rd had only given me one Rx. The paramedic stated someone would follow up with me the next morning ;therefore, I felt comfortable going without *** treatment every 6hrs as needed. After 2 days of not having the paramedic visit, nurse call or Dr virtual visit as I had with my prior admission I began getting concerned. My *** was dropping again(XX-XX). On Saturday *** @ *** & *** I called and also the number previously used. No answer and unable to leave a message. VM stated line is not monitored. I was finally able to reach a nurse (Angie) @ *** who was both rude and condescending. She was talking over me and not allowing me to voice my concerns. She stated "You are not one of our patients and you can call the ER" I stated ma'am Dr. Y admitted me. She placed me on hold and NEVER returned nor called me back. I also called customer service @ 1720, 1910, and 1927 to no avail. After speaking with four nurses Angie(***) Marina(*** Leslie(***) and JoAnn (***) I realized not only did they not care but my life was at risk as well. My last ER visit at *** found my *** was *** which is evident of *** and *** and *** Thank God I am a 100% disabled veteran and was able to receive all necessary medications and follow up care. On Tuesday *** @ *** I filed a complaint with patient advocate. *** was extremely helpful and the only person who apologized for my dissatisfaction and hoped for a resolution. I was given an ID ref # XXXXXX and told someone would call me within 7 business days. Having worked in the medical field over 28 years as an Advanced Medical Support Assistant and Lead Veteran's Experience Coordinator I find this to be unacceptable! People's lives should be taken more seriously especially now during this pandemic. If patients have become a burden please leave the medical *** before someone ends up dead. Respectfully, ***. ***-

Hello I want to share with you what has happened to my husband and I , in hope that we find justice on what the Atrium Health Carolinas Rehabilitation Facility did to us. On September 15 my husband was operated and his gallbladder was removed. My husband who is 78 years old, has cancer of the bile duct, pancreas, gallbladder and cirrhosis of the liver. Also triple bypass and a pacemaker. He has suffered tremendously. The doctors decided to remove his gallbladder. On September 22 he was transferred to the Carolinas Rehabilitation facility. He was supposed to stay for 10 to 14 days. More likely 14 days. Supposedly they were going to help him get strong in order to come home. On September 27 I started getting sick myself with fever, headache, aches, tingling throat. On Sunday I made an appointment and went to get tested for Covid. On Monday 9/28 as sick as I could be, I received a call from Paula from the rehab center that my husband was coming home on Wednesday, one week early from the planned day. Planned day for him to go home was October 6. I begged this woman Paula. Please wait till I get my result from the Covid. Please do not send him home if I test positive. I begged and begged. Her only answer to everything was..." you figure it out". The next day she called me again. I begged her, I really did and the only thing I got back from her was..."you figure it out". Then I called David M. David was the person that came and met with us at the hospital and told us all the wonderful things they were going to do with my husband at the rehab. Bunch of BS. I begged David, I explained to him about waiting my Covid test results. I told him that if my husband catches Covid he will die. Nothing faced that man. He told me that he was going to meet with the people at rehab and called me back the next day. He never did call me. Sure enough on Wednesday at 12 pm they put my husband in a yellow cab and sent him home. On Wednesday the same time I received the message that I tested positive. I cried and I screamed and I cussed. This is not fair. He is 78 and I am 71. All our lives we worked in this country, we paid taxes and paid into the health care in hope that we got older we have some care. There is no humanity, there is no compassion, there is no care. I am not stoping until I cause this Paula woman to pay for what she did. Everyday since my husband came home has been hell. I stay most of the time in the room where the dogs stay. As far as away from him as possible. I worry to death that I will give him the Covid. He is so weak and sick from all his health problems he cannot take care of himself. He cannot prepare his meals. He cannot remember to take his own medications. He needs a person 24/7. I am reaching out to you to help me make this public. People need to know how we treat the elder and the corona virus. Shame. Thank you for your time

I was at Atrium Pineville, NC location and when it was Mercy I would only go there because they were the best hospital to go to. I went to the emergency room in Jan 2020, and the staff told me at 6pm that it would be after 5 am the next morning before I would be seen in the ER, so we went home. I had falling and hit my head on the bathtub and I was having breathing conditions and chest pains and they told me it was from my COPD, so after being in the waiting room for several hours I was finally brought to the ER in a bed and there I laid while waiting for them to give me CT scans on my head an ultra sound on my stomach due to pain there. They then told me at 3am in morning that I was going to be admitted, and on the hospital notes and bill it states that I was admitted which should have meant that I had my own room.I was given a to go box meal for breakfast and told them I was on a special diet due to gastric bypass surgery and would I get a menu to order what I could eat and I was told yes, but that never came. Instead I received a to go box with a plastic spork and no drink, dessert or napkin. I asked when I would be put in a regular room and they kept avoiding the question. So I had to go meals that I could not eat half of what they gave me due to my diet needs, and this was discussed with the Dr. I take several medications and will get sick if I don't get them at certain times so I asked the DR in the ER If I can take my meds from home so I can stay on schedule and he told me I could because it would be the next day before they would be able to get all my meds and get them to me on schedule. In fact he even put it in my notes, but the nurses did not comply with the DR's orders. Then on top of that they put me in an old surgery recovery room that had no bathroom in it and I had a curtain not a door and there was a half dressed man across the room from me. I begged them to shut my curtain and they told me it would be in their way because I was right next to the outgoing door to a different dept. Then I use a wheelchair at home due to my disabilities and I asked to keep a wheelchair in my cubicle or just outside or the cubicle I was in because I was 25 cubicles away from the bathroom and that was just too far for me to have to walk, and I was told no because there was not enough room for it, so I had to walk back and fourth to the bathroom without the use of a wheelchair. I told them I needed to take my meds and they stated that they needed to get them and I told them the DR told me I could take my home meds and they said no I could not do that, and so several times I went through withdrawals from not having my meds at the right time. I was not given a wash bin with toiletries nor towels or wash cloth and they did not change my sheets or gown the 2 and a half days I was there. When I vomited, I vomited all over me and my gown and the floor and I still wasn't given a wash cloth, towel or a new gown I asked for another blanket because I was so cold and they told me they didn't have any. My husband could not come up to the hospital to visit to bring me anything due to his disabilities and being under home nurse care, but I called him after me vomiting all over myself and them not given me a new gown to sleep in and I told him to come get me I could not stay there any longer that they were making me more sick then being at home.So my husband came to get me the next morning and I had to sign a paper stating I was leaving against Dr's orders when the Dr. already told me he would no doubt send me home that day, and I wrote that I was leaving due to inferiority care, not one nurse questioned what I wrote nor did any one from the hospital called and ask about what I wrote. I then asked for a list of all the medications that I was given while there and I was told I could not have a list, and I told them I had a contract with my pain Dr and that I needed to comply with the contract and let him know any medication changes or I could be terminated from his care, and they would not get it for me before I left. So I went to the hospital and was supposed to be admitted by Dr's orders and I was placed in observation, and by being in the hospital I became sicker by being there then if I was at home, and I think the hospital should compensate me for causing me to get sicker then I would be at home under my PCP's care. Several times I have been to that hospital and it was never an issue to get that list before.There were several medications that they never gave me and so going through withdrawals made me so sick and I even asked about that medication and why I wasn't getting it and I was told that I had to ask for the medication and the others were not on my medication list which I went over them in the ER so they knew down to the vitamins I had to take daily. So now I am very sick again and my PCP wants me to go to the hospital but I am scared to go back there and the other hospitals are just to far to go to for my husband to bring me. I think a nice law suit against them would maybe have them change their policies and how to treat disabled people and people in general.

Historical backstory - Current Procedural Terminology (CPT) codes, also known as service codes, are a universal system that identifies medical procedures and are used throughout the medical establishment. When Tricare East transitioned to Humana Military, some CPT codes initially did not convert between computer systems. An EOB is an 'Explanation of Benefits' provided to you by your insurance company complete with CPT codes, what was /was not covered during a medical procedure and amounts you may be personally responsible for as a result. The issue - My son had a medical procedure conducted by Carolinas Medical Center in March . Due to the CPT error, we were billed for $1, 438.84. The EOB we recieved on April, 9, 2021 even showed we had a fiscal responsibility of the amount. Digging in to the CPT code 0710, we learned this stood for 'Operating Services & Needed Recovery' - in other words, my son went to the Recovery room after his surgery and we were being billed for it. Obviously a mistake as EVERYONE goes to the Recovery Room following a surgical procedure. We also received a bill from Atrium Health dated 30 April for the same amount. I contacted Atrium Health mid-May after receiving Atrium's bill to inquire about the CPT code and file an appeal. I was told by their Customer Service Department (CSD) I needed to file my appeal with Humana directly, was provided a Claim # and was told to appeal the specific line item 'Recovery Room'. I contacted Humana on 15 May to file my appeal and was provided an email address to send it to. I then received a second bill from Atrium Health for the $1,438.84. I received a confirmation from Humana stating they received my appeal on 17 May. I received a new EOB from Humana dated 14 June wherein it reflected a $0.00 owed to Atrium Health as the CPT code in question was now correctly covered. Atrium could now no longer bill me for the 'Recovery Room' as they had been paid by Humana. I received a letter from Atrium Health dated 19 October which stated, "We have conducted a thorough review at your request and found the referenced account processed correctly. You will continue to receive future statements with the original amount due plus any new balances incurred during the review period." What they are telling me is I am wrong, they will continue to bill me for $1,438.84 and now may even add new charges. Sounds a tad threatening. I contacted Atrium Health's CSD on 29 October and, after providing them the account #, asked what Atrium showed I owed. Here is a transcript of the conversation; Me - "What does the account show I owe to Atrium?" CSD - "It shows you owe "$0.00". Me - "Then why am I receiving a letter dated 19 Otober you are going to cotinue to bill me for $1,438.84?" CSD - "Hang on." A few minutes later, "Your account is still in investigation therefore we will continue to bill you." Me - "I have an EOB dated June 14 showing I owe you nothing and this account has been paid. Is there an email address I can send it to so we can get this resolved?" CSD - "Humana needs to contact us directly. We can not accept anything from you." Me - "HUmana needs to contact you? That seems backwards as you should be contacting them. Regardless, you were paid three motnhs ago. Stop sending me bills." CSD - "We will continue to bill you." End of conversation. I contacted Humana afterwards and here is what I learned; The following documents were sent to Atrium's Digital P.O. Box, 60671, Charlotte, NC. ; 1st EOB dated 28 May with the erroneous CPT code showing I owed $1,438.84. A Letter from Humana dated 17 June showing the appeal, Humana has paid Atrium and I owed a $0.00 amount 2nd EOB sent 29 Oct showing the CPT code and I owed a $0.00 amount. I also learned the following; 1) Humana has NO RECORD of Atrium having ever reached out to Humana regarding this account. 2) All documentation has not only been sent to their digital PO Box but also to their portal at Humana.com. This means the same information is located in two different locations for Atrium to access. 3) Humana's check in the amount of $1,438.84 to Atrium cleared in June. This means Atrium has not only received the check but they have also cashed it. This means I legally owed Atrium nothing. I called Atrium Health back now I had done their job to provide them this information. I spoke with a different CSD Rep wherein I again began the conversation with her confirming I owed Atrium Health no money based off the account #. I them provided her all the above information after asking why I received a letter stating Atrium will continue to bill me. Her reply was "We will continue to bill you until we receive our money". Wow. The bottom line from what I can tell is Atrium works on what's called 'balance-billing' where they bill your insurance, the deductible and then you. What they are doing here is called 'double-billing' in which they bill the insurance, the deductible and then you and then you again for something your insurance covered. It's illegal but works because 1) not a lot of people catch it and 2) people pay it out of frustration or fear of collection and ruining their credit. After I did your billing department's job in about 10 minutes with a phone call, I caught it. I caught you. You were paid in June and cashed the check. You are threatening to still bill me. I will not be cowed or harrassed. Court proceedings will be next.

*Went to ER and was put in basement in "Senior Care". This section was dirty and I felt discriminated because of age. Was finally admitted.

*Had a heart cath procedure done & TR band on wrist was to be loosened every 30 minutes. Not loosened for an hour and had to find a nurse to do that.

*BP machine was going off, called for nurse, no one came. Turned machine off myself.

*There were numerous times I did not see any one for hours.

*I had other procedures done while I was a patient. The Surgeons, Specialists, Doctors & Nurses in the surgical, special sections were fabulous. The Nurses on the floor need to be retrained. They advertise "hand-off" after shift, that was never done, I was there for 5 days.

I was billed $64.46 for a flu shot that should have been fully covered by insurance. I have contacted Atrium 6 times with no solution. I went to my gastroenterologist who decided to give me a flu shot because I am high risk. I was then billed $64.46 for the flu shot, according to Atrium, because it was not given by a primary doctor. My insurance said they coded it wrong and if they fix it, it will be covered. It was diagnostic instead of preventative. I spoke to billing three times. They were extremely rude and adamant that it would not be covered and I need to pay ASAP before it goes to collections. I requested a review of the bill through the portal, which was denied. I called my doctors office twice and sent a message through the portal asking them to change the code. They have yet to do so or follow up. My bill was due on December 30th and I've been fighting this for over two weeks while I'm being threatened with collections. This is completely unacceptable, especially during a pandemic where the vast majority of people are struggling financially.

I saw Dr R in the Albemarle NC office and agreed to take a sleep test at home. I took the machine back to the Dr office after sleeping with this machine. I was diagnosed by Dr Mark R with Sleep Apnea. I was told that I needed a CPAP machine to sleep with. Dr R told me all the health risk that could happen to me if I did not get the CPAP machine. After getting the CPAP machine and trying to sleep with it I went back several times to Dr R's office and told him I could not use the machine because I was waking up at night and the machine was sucking the air out of me. Dr R still insisted that I keep using the machine, Dr R gave me another type of mask and told me to use the machine. I have since then through another Doctor completed a sleep study and I was told by the Doctor that I Do Not have sleep apnea. The new Dr told me I should have never been put on a CPAP machine. Dr R needs to reimburse me for the all cost associated with the CPAP machine plus the worthless Dr office visits to his office. Product_Or_Service: CPAP Machine

Billing Dept Error and Failed Corrections sent to Credit Agency. There should be no bill nor debt owed if corrected. They refused to bill correctly. On hospitalization from 7/02 to 7/31, my inpatient pharmacy meds were billed incorrectly. These meds were coded wrong and never sent in for any payment to my insurance, at all. Even after contacting billing dept. This is not my error but an outright refusal buy their billing dept to bill insurance correctly and instead sent it to a collection agency one year after any ability to file a correct claim has expired. This is their error, not mine as I can prove I had insurance that would have paid at the time I called to notify them to bill and code the pharmacy supplies correctly. I have multiple insurances for this very reason and have never experienced this issue but with this hospital. The outstanding charges are for pharmacy. My pharmacy claims were never sent in for processing of payment and would have been paid if billed correctly as they are in any other situation except for Atriums refusal to bill but instead ruin a person's credit and make their insurance useless for that of obstinate refusal to do ones job correctly in the billing dept. Account # *** and

SEE attached documents*** I am writing about a concern for a bill I received from received from Atrium Health, Charlotte, NC beginning in October . I had breast reconstruction surgery September 16 and Phase 2 January 2. On February 28, I paid my entire balance of $8,193.60 to Atrium Health for both surgeries. I have not received a bill from them and my account remained at a zero balance until [protected] they mailed me a paper bill for $692.66 in relation to the surgery on September 16. I need help! I feel like I am being billed for something that was included in the $8193.60 lump sum that I paid. I have attached a copy of the bill and my insurance EOBs. I feel certain that the $692.66 that Atrium is claiming I owe was paid in full. According to the EOB's the bill was processed in September and that balance should've been included in my final balance. I have reached out the media. The reporter asked to meet me at the hospital for an on camera interview the Friday after Thanksgiving, but I didn't want to blast the hospital all over the media. Since, I haven't been able to resolve this matter by talking to a billing specialist, I am going this route. The $692.66 that I am being billed was processed on [protected] ,so I am certain that this balance would've been included when I paid for both surgeries in full on February 28.

I have out of network health insurance; therefore Atrium will not let me have a cash discount (50%), insisting I pay the full retail rate of $18,000. X-XX-XX I had knee surgery at *** Health *** Hospital. My health ins was presented 10 days pre op and accepted by my physician and ***. Previous to surgery, I had no indication from *** I would have to pay the full retain rate (lack of transparency). Oct 2019 - Feb 2020 I received a monthly $12,000 statement bill. During this time my health ins comp tried diligently to negotiate a reduced rate and paid *** the *** rate of $5800. *** 2020 - Nov 2020 my monthly *** statement bill was then reduced to $3,339; my health ins comp tried again with *** to come to some negotiation about the additional $3,339 *** wanted above the *** rate. Dec 2020 I paid $2000 to keep from getting sent to collections and my secondary insurance submitted an adjusted EOB. Now, Feb 2021 my *** statement bill is the full retail rate of $18,000 (taking away the *** discount rate) because I have out of network health insurance. I asked what the cash discount rate would be. *** said I do not qualify for a cash discount (50%) because I have health insurance. So I am financially penalized for having health insurance. If I had no health insurance my bill would be 50% of $18,000 making my balance due $9,000. Has anyone ever heard of this kind of a financial penalty for having regular health insurance?

I was unfairly billed by Atrium health. They did not honor my insurance's "contracted" or repriced amount for the line items on my bill. I had a regular "preventative" check up with my Atrium Health gynecologist on 06/26. The office is "in-network" with my insurance and I have been going there for years. They did a PAP smear along with various blood/lab work for this appointment. When I got my EOB from my insurance, I saw that 2 of the line items (lab work) were not covered because my maximum preventative benefit had been reached for the year. The repriced amount (contracted through my insurance provider) that I owed for those 2 items was $31.06. However, I was billed the full amount for these line items because Atrium claimed they were 'not covered' by insurance so they "have the right" to bill the patient the full amount of $98.59. I always thought that providers had to honor the insurance's contracted rate, that is the reason we have insurance and that is why we go to an in-network provider. I believe this is unfair billing practices. They offered me a 50% 'uninsured discount' on this bill which further frustrated me because I am not 'uninsured'. For me, this does not solve the problem because I should only be obligated to pay the insurance/provider's contracted rate. I have lost significant income due to Covid-19. However, paying for this bill will not break me. Most importantly, I believe that Atrium's billing practices are unfair and this needs to be investigated and changed!

I am a state healthcare worker at *** Hospital. I developed some COVID-19 like symptoms and my employer required I be tested for COVID and test negative before returning to work. I went to Carolinas Healthcare Urgent Care-*** at *** in Morganton, NC for parking lot drive through COVID-19 test. I relayed I had traveled by plane to Pittsburgh for a medical evaluation the week prior and was in a hospital in Pittsburgh. The employee swabbed my nose while I sat in the car, and a couple days later they called to say the test was negative. Then I received a bill for $70.00. As a NC state hospital healthcare worker, I know I am not supposed to be billed for a COVID-19 test. I called BCBC of NC on 8/24 and upon reviewing my claim, agreed I should not have been charged and the wrong billing code had been applied. I was charged not for the drive thru COVID test, but an "office visit" and thus, the 70.00 copay. Several others in my department were also tested for COVID-19 at various places and were not charged a copay. The BCBS representative contacted the Atrium Health bill number to resolve while I was on the line and the Atrium Health representative insists I had a "office visit" and not a drive thru COVID-19 test. I was unable to resolve my bill and believe the Urgent Care facility and Atrium Health are billing inappropriately and unwilling to correct their mistake hoping I will just pay. I would greatly appreciate your help. Product_Or_Service: Covid-19 test Account_Number:

On October 28,2019 I had a scan to determine where my thyroid was located in my body because the panel of tests they had run showed an abnormality that they couldn't figure out the conventional way. I was informed of my results and told that they had found a rare occurance to which I would not only need surgery but 2 types of surgery. The surgery was scheduled for March 18,2020. I successfully had the surgery and as of May 11 I hadn't received anything in the form of a bill yet, I had however received several letters from *** stating that they wouldn't cover the scan because it wasn't medically necessary. These letters were also labeled as a "Statement" of services not covered, but clearly states that it is NOT a bill. I called the DR office and they called BCBS and gave them the necessary documents to cover the procedure. On May 12th I received a letter from Atrium appeals stating that I could sign over my rights to have them fight on my behalf. I have NOT heard back. Fast forward to October, I got a bill for $1864.06 so I called BCBS and they said they would look into it and get back to me. As of January 8,2021 I hadn't heard anything so I called. Long story short I was told that I only had 180 days from February to appeal and that now its in collections and there is nothing I can do. I have a letter from the physician that treated me as a necessity for the scans to be performed in order for them to locate the problem for the surgery I had. I am just looking to get this cleared so it will not effect my credit that I have worked so hard to maintain.

I received care from Dr. M at Atrium Surgical Center for injections on 1/22. My wife has made numerous phone calls since May to dispute the bill. I have two insurances, Cigna primary through my wife's employer and Medicare secondary. They have billed Cigna and refuse to bill Medicare. She has been told to "speak with her employer due to having a FSA or a CSA, or I don't see where the claim has ever been filed and we will send to the Medicare team to review and handle." Needless to say, she doesn't have either of these accounts and Atrium refuses to bill Medicare for the services on 1/22. Medicare can't comment because they never received a claim for the services at Atrium Surgical Center but has paid the claim from Dr. M on the date of service. She has asked for a copy of the documentation they claim to have received from Medicare denying the service provided, and to date hasn't received. I am unable to do a three way call with Atrium and Medicare when Medicare hasn't received a claim. On numerous occasions when my wife has called Atrium and asked for assistance she is always told "we will reset the account and check into it." She has also requested to speak with a supervisor, which is never available, and never received a response by phone. The response received, which is very unprofessional, has been by virtue of a letter. She will then call and back to Atrium and the circle will start again. This has been ongoing since May and I am receiving a bill for $2,755.00 for services that should be covered by Medicare. I am truly disappointed in the response, or lack of response I have received from the billing department.

Wait time and nasty attitude of the receptionist. I went for an urgent care visit due to a headache and chest pains. Of course my blood pressure was extremely high so she activated EMS. I then arrived in the ER with EMS which they had us waiting for about 20 minutes to tell me that I would have to sit out in the lobby and wait for a bed to become available. This was around 4:30 here it is 7:50 I ask the receptionist how long would my wait time be and she responds with she doesn't know that's the same thing the gentleman in front of me asked. All she could tell me is that they said I would be going to the back in greenzone and that's all she could tell me because they're extremely busy. At about 8:15 they call me to draw my blood and once again I ask how long would I be waiting her response was she didn't know and the fact my issue wasn't an emergency the wait would be awhile and many others have been waiting just as long as I have. Here it is 9:00 pm and I've still not been seen. No one has told me anything. No doctor nor nurse has spoken to me about why and what labs they would be doing on me. And the person who drew my blood said the reason blood was being drawn was because it was part of their cardiac protocol. Now my blood pressure was 170/100 when it was last taken about 3 hours ago. This place has not one sincere body in their home they're just here to get a paycheck. All I would like is for someone to have come and at least spoken with me about the results of the EKG or what they would be doing about my blood pressure being so high at the moment. A 5 hour wait for an emergency visit and no word on anything that is going on is unacceptable if you were to ask me.

In November , I met with someone at the above location to be fitted for masks and supplies. No effort was made to fit me at the time nor any time since. I contacted a number of times until after Christmas at that time I became very ill with asthma that exacerbation continued requiring more advanced treatment than my usual asthma care! On November 24, I returned for a visit to my sleep doctor, Connie T, MD, who was concerned about the condition of my supplies and my need for more equipment. I had took other supplies to make wearable masks! I was contacted by Healthy at Home for a "fitting." And on December 16, I kept an appointment at the above location. Told they were not doing fittings! No masks were removed from mannequin heads. I was told to "pick" one that looked like I may like. Because of the previous mask being way too big, I was concerned. In fact, I spoke after an irritating conversation with a "supervisor" I spoke with the "practice manager." At that time, I brought a mask home that kept me awake every time I moved. I contacted Healthy at Home on January 5 to see about being "refitted" again. No one again returned my calls. After being transferred around, I spoke to Latasha who wanted to argue that I did not pay for the last mask. I told her lets move on I needed mask that fit. She kept arguing and I kept trying to hang up to go to the bathroom and finally told me that my appointment for Friday, January 15 was never put through! I called back again and was kept waiting until I was disconnected! Dr. T's staff reported, "You are not the first to complain.' All of today is recorded! Product_Or_Service: CPAP Masks and Supplies Account_Number:

On 11/9, I received an occipital nerve block at Atrium Pain Clinic at *** in Charlotte, NC. The invoice/claim was coded as "hospital outpatient", which is not correct. "Hospital outpatient" is considered treatment received at a hospital on an outpatient basis. The Atrium invoice indicates that the treatment was at "Atrium Health Mercy" but that is a hospital on Vail Ave in Charlotte. I was not treated there. The pain clinic I visited was NOT is a hospital but in a typical medical office building, with many other medical practices. I received my treatment in a common doctor's examining room with no more equipment than a needle. Because Atrium Health coded the bill in this (incorrect) manner, I was forced to pay $500 more than normal. This is the case because even though I had met my medical deductible, *** has a separate deductible for invoices coded as hospital outpatient . I contacted *** and was told to contact Atrium Health and have them resubmit the bill with a different code. I made this request and it was rejected. Earlier, on October 23, I received treatment at the Atrium Pain Clinic at 1*** in Charlotte. This was a doctor's consultation, again in a medical office building with many other medical practices. I saw the doctor for less than 15 minutes in a standard doctor's examining room. This appointment was not at a hospital and I received no medical treatment. I have not received a bill yet from Atrium for this visit but the insurance claim shows that this visit was also coded as hospital outpatient for Atrium Pineville, which is an Atrium Hospital in Pineville. I was not treated at this facility, even though they coded it as such. As a sidenote, I was laid off in March due to the COVID pandemic and have not been able to find work since. That makes this miscoding issue all that more critical to me. Product_Or_Service: Healthcare Order_Number: Not applicable Account_Number:

I had gall bladder surgery on 10/29,I was told I needed to pay $697.39 up front before the surgery that would be what I would owe for the surgery after my insurance paid. After the surgery my EOB stated that all I owed was $80.52 for the surgery. They refunded me $272.45 on 11/19. They still owe me back $344.42. I have called them 8 times about my refund. I have talked to a Kimberly, Wanda, Shanetta, and a Melissa who are not nice to me when I call. They don't want to help me and they keep telling me that when my insurance clears and pays all the bills then I will get a refund. It has been almost 5 months now, I have been dealing with them. I even called my BCBS insurance company and talked to Taryn who was very nice and even called Atrium health on my behalf to ask them about my refund. They told her it would have to go to a 30 day review that was on 2/8. Taryn also told me I was right about them not being nice to you. I called back on 3/9 and spoke to Linda who was nice and told me that she saw I was due a refund and she would send it over to be looked at and to call Friday for a answer. I called back on Friday [protected] and spoke to Melissa who told me that she was not showing that I was due a refund, and to call back in 5-7 days. Here my chart was in a 30 review and now I am being told to call back in another week. One of the ladies who was not nice told me 1 time when I called that if I looked at it on paper then I could see that I did not show a refund. It took me 2 calls to them asking for a itemized statement before I got one in the mail. I also had other tests done and I payed up front for them and they also sent me bills for what I had already paid up front for. So then if I had not called them and told them I paid up front and when ahead and paid these then they would have owed me more money back which is very DIFFICULT to get from them. I wonder how many other people they have stole money from? I have all my info showing they owe me money back! Please help!

I was given an appointment by their call center with a doctor not appropriate for me. This doctor asked me inappropriate question of sexual nature I called Atrium Behavioral Health's phone number to ask about seeing a therapist for anxiety. During the initial pre-screening with I clearly explained that I do not have a history of mental illness or suicidal tendencies and that I was seeking a garden-variety therapist for anxiety. I was scheduled with Max N for Jan 18, 2021. During my virtual visit with N, I again explained that I was only seeking to talk with someone about my anxiety related to my chronic illness. But in response he began aggressively harassing me with questions about suicide and what felt like accusations that he suspected I might be suicidal and saying that "he was considering sending the police to my door". To say that this was inappropriate is an understatement! I immediately told him I was uncomfortable with this attacking questions and that I DID NOT want him as a therapist and that he needed to assign me with someone else. I repeated this several times. He then asked me if I had been sexually abused and other completely inappropriate and aggressive questions that had nothing to do with my chronic illness. I then terminated the session, again reiterating that he was making me extremely uncomfortable and that I DID NOT want him as a therapist. The following day I had appointment with a PA at Atrium Behavioral Health, Russell L for a medication review. During this virtual I told him what happened with Max N and he told me that in his opinion Atrium Behavioral Health did not offer the type of therapist I was seeking and he recommended that I go to a therapist at another practice, which proves that ABH had no business ever scheduling me an appointment with Max N in the first place. Two weeks later I received a bill in the mail for $412 for this travesty of an appointment. Also, I recently scheduled a phone visit with my primary care doctor, also in the Atrium system about an issue completely unrelated to mental health. I was first told by her nurse that before I could speak to my doctor I had to answer a lengthy series of questions about my mental health before I could speak to my doctor due to the fact that I had interacted with Atrium Mental Health I am now flagged in their computers as a possible suicide risk. And from now on, any time I have any interaction with my primary care doctor (an internist, NOT a mental health professional) I will have to have this so-called mental health screening first!

Complaint filed:quality of care, quality of service, & in fighting amongst staff while I was very sick in the Hospital. Complaint taken, no response. 1.No Bathroom. A jar only to pee in, and No assistance with using this. Had to walk back n forth to the sink to use, while suffering extreme vertigo and vomiting. 2. In fighting amongst Nurse and Nurses asstant. Asked them to STOP and the Nurse continued to complain about their issues. I said, I don't care about what is going on, I am trying to rest and get better and I do not need this! The nurse went on to continue to EXPLAIN WHY they were so upset with their assistant, and again I said I don't care! STOP IT! 3. Wife not allowed to be at the Hospital dur to Covid restrictions, Iand received ZERO info, calls to update her or info. She had to repeatedly call for info and updates. ZERO communication from Hospital staff to my wife, despite her repeated requests for updates. When she DID speak to the night nurse (she believes his name was Eric) he left her more worried, concerned and confused based on his responses which demonstrated a total lack of care or desire to offer clarity. 4. ZERO resolution of symptoms. No intrest in figuring out what was actually wrong, went on assumptions of possible food poisoning. Got me hydrated and sent home with no diagnosis or real follow up plans. Subsequently had to go to PCP and have repeat EKG and referred to MRI for additional head scans to be sure Hospital didn't miss a stroke on CT, as well as a referral to ENT. 5. ENT is who, through symptoms, diagnosed labryinthitis (inner ear infection) and put me on a course of steroids which ultimately is what made made me improve. Additionally was put on antibiotics course to rule out bacterial labryinthitis. 6. The Hospital doctors made investigative efforts to figure out what could be going on, didn't bother to test stool in ER to confirm or rule out food poisoning. Only ruled out obvious reasons such as stroke, though didn't preform MRI, only CT. Seems they'd treated for dehydration only and the nausea and vomiting and sent home. 8. Ineffective communication by Dr's and Nurses. Couldn't understand what was really happening and unable to fully advocate for myself. I finally got some answers when my wife did a video chat from my phone with one of the nurses. The room was BRIGHT, Noisy, and the arguing and in fighting brought into my room was disturbing and totally unprofessional. My wife filed a complaint in SEPTEMBER and is now the end of Nov and we've YET to get a response for our request to dismiss the charges. My wife has placed call after call and email and I've given permission several times for them to speak with her yet the man handling the complaint NEVER responds to any calls or emails. Filling the ComplaintsBoard.com complaint due to the fact that we still have ZERO update or correspondence and clearly they don't care about making this right!