Geisinger Health System
Reviews and Complaints

Spouse in ER from October 15 to late on the 17th, then to telemetry until 19th. The ER was filthy! The cord for the TV/call button was held together with coban, the rack to hold personal belongings broke away from the wall and laid on the floor until I cleaned the room on Monday. There were foley catheters, vomit bags, a bucket, empty wrappers and boxes all over the counter by the sink. The linen bag was half full upon admission. Being there for three days, he was never offered a basin, towels, clean gown, or blanket I disconnected him one day from the monitor to walk him to the bathroom in the hallway because he could not wait, and no one recognized his rhythm was a straight line. I cant believe there isn't someone watching the monitors. Why was there a commode with no bucket in that small room? The hospitalist kept changing his coumadin dose. We did question why and had to come home on lovenox which I had to pay for because his INR was way too low for his situation. The metal /knife/pepper spray detection to enter the ER was a joke. A manager from the ER was supposed to call me ,but did not.

My father, Donald Barney, saw a Geisinger doctor on November 2, 2021. His new insurance information was given upon check in (I was with him and did this). His information was not changed and a bill was sent in January, to be paid by February 5, 2022. My mother sent a check for $438 to pay this bill. When I discovered this I called Geisinger February 7 and learned the insurance information had still not been updated. I gave it again and it was updated while I was on the phone.

In June I called Geisinger to find out why my mother hadn't received her information, and customer service agent Bridget said they had not yet billed Medicare for my dad's bill, but she would do it that day (June 13) and my mother should expect a refund in 30 days, coming in the form of a prepaid card from Bank of America. I asked her if she would call me when the funds were sent from Geisinger to Bank of America, so I could alert my mom to look out for a credit card in the mail. Bridget did call in June to say it had been sent. I called numerous times in late August and September, speaking with customer service agents Paolo and Amy, to find out why we hadn't heard from Bank of America, and if the refund hadn't been processed yet, to have it come in the form of a check iinstead of a card. I called again the first week of October, and was told to call Bank of America directly, and provided me the number. I did so, and when they learned my dad had died, they informed me that required a completely different avenue for a refund, including needing to provide certified, notorized documents from my 91 year old mother. I called and on Oct 10 and spoke with customer service manager Ron Moss, who promised to do his best to send my mom a check instead of going through the hoopla of Bank of America, and guaranteed he'd get back to me by Wednesday the 12 or definitely by end of week. If he couldn't get my mom a check, he promised to have a 3 way call with B of A, me, and himself, and to personally make sure I had everything needed to get my mom a refund. Of course I never heard back. I did hear from Bank of America, and if we send in the requested documents, there is a likelihood my mom will get a refund.

Geisinger never lifted a finger to begin this process. If I hadn't called repeatedly they never would have even billed my dad's insurance. They have made it as hard as possible for my mom. They insist it's just "the system" and if she'd paid with a credit card she could have easily been reimbursed. Nonsense! Until I called Geisinger had no intention of reimbursing my mother, and, in fact, failed to follow through after any of our conversations, up to and including the manager. Now we're stuck jumping through legal hoops when all of this began because Geisinger never entered my dad's correct insurance information, which is crazy, because they literally check insurance information each and every time a patient checks in.

I have paid my premiums and we have cashed checks attached here.

The customer service says that they didn't receive the initial 2 check from 1/14/22 ck#1448, and 3/1/22 ck#1518. Please see attached copies of the returned checks from my bank, which your company has cashed. They have threaten to cancel my insurance and have put a hold on my prescription.

This has been a problem since Jan.2022. Every time we call to talk no one seem to have to ability to even look at their mistake. Please advice ASAP on the next step for resolution.

Thank you for your help!

Linda Puder

ID [protected]

[protected]

I needed a blood patch for a spinal headache. They told me after sitting around for 6 hours. They don't do the blood patch. They charged me hundreds of dollars for ER visit. They did nothing for me. They are scumbags our health care in wilkes barre area is terrible! Charged me for nothing. I appealed and asked PA Insurance.Gov for help but they are all pieces of trash..

On 29 Jul 2022 I had an appointment with Dr. DelVecchio at Rheumatology Wilkes Barre. Dr. DelVecchio said he wanted to see me back in 4 months,29 Nov 2022. At the check out desk they told me the next available appointment date was in March 2023. I told her that was unacceptable, she went back to speak to the dr. when she came back she said that the secretary would call me was of this date no phone call, that they can not schedule out past 3 months. This is the only office that I have this problem, other offices can schedule out up to a year. I feel that all offices should schedule for what the doctors want.

Mailed Medical Claims Reimbursement form 6/29/22. They stated they 'have 45 days to process claim, so given a few days for mail, their clock should have started around 7/5/22. Saw nothing and called on 8/5/22 to be told 'they don't show it was received'. E-mailed a copy of claim, which included all proper documentation and receipts, on 8/5/22. Called today 8/18/22 to be told they 'imported the claim on 8/9/22, four days after it was emailed. So, now their clock starts on 8/9/22 and their 45 day processing will put us into mid-to-late September.

Their practice of 'not receiving' mailed claims, 45-day processing times and stalling are unacceptable! Like most insurance companies - they want to send you in circles and not process legitimate claims for services they cover via their own coverage guide.

I am employee with the Commonwealth of Pennsylvania. The decision to switch the HMO to referral required is causing undue hardship to many. You have folks who have been seeing the same specialist(s) for years on end and now are forced to cancel appointments because a referral was not received or worse they forgot to get one and are incurring huge bills. The referral needs to be good for a year. I may get a referral and it could be months before I get an appointment with the specialist and then after the appointment a procedure may need done by specialist but that could be a few more months and in the meantime the referral ran out. Your first focus should be patient care and that no longer seems to be the case. I know of many who will switch providers from this disaster set up once open enrollment begins.

Was seen for swelling that started occurring two months ago on my one eye, when I was finally seen by a *specialist* they acted as though they could not see any swelling and as if I was lying and suggested I could see a plastic surgeon to fix it. This is swelling that occurred overnight and has not stopped and now I am left waiting until I can be seen elsewhere for a second opinion. I was basically made to feel as though I was lying, and told literally to *keep an eye on it* this doctor deserves to be fired for seeing patients without doing any follow through with actual scans to assure the patient there is not an actual medical issue. This hospital cares about $ not patients good luck!

Every month it is a huge hassle to get my husband’s Ritalin called in by the doctors. Thanks to drug addicts this controlled drug can’t be on automatic refill and he must have less than 3 pills before contacting the doctor. Every month he calls and uses the my chart to try to get them to send it to cvs. Every month he goes for 2, 3 or more days with no Ritalin. My husband needs this medication to function

I am filing a complaint against Dr, Frank Olshemski for his lack of response to an ongoing issue with damage in my lower back specifically, spinal stenosis, degenerative disc disease and bulging lumbar discs. He completely ignored the results of an MRI that he ordered in August 2021. I have been informing him of the pain that has been an issue for over four years. He has not responded to phone calls and e-mails. This man is a disgrace to the medical profession and the Geisinger system!

To Whom it May Concern,

I am extremely displeased with the treatment I have receive at Geisinger.

I went to the emergency clinic because of my hearing loss believing I had an ear infection. I was prescribed Amoxicillin which I took as directed. It did not clear up my hearing so I went back to the clinic, I was told that my ears had cleared up. I still had hearing loss and was unsteady on my feet. The dizziness was very concerning to me as I had fallen several times. I suggested that maybe I should go to an ENT.

The nurse was concerned about the dizziness but did not make an appointment with an ENT, Instead she had me come back to the regular office to see another Nurse Practitioner. This one ordered more tests and checked my blood pressure lying down, standing, and sitting up. I mentioned again that I should see an ENT which fell on deaf ears. I was not able to work because of the dizziness and went on FMLA.

I was ordered to have more tests none of which were conclusive. In the interim I fell several more times and I suggested to the Nurse practitioner that maybe I should see an ENT. She wrote it in her notes but that is as far as it went. She never made an ENT appointment. I finally made an appointment myself with an ENT but as I was a new patient was put off for a month and a half.

I went to Danville Geisinger since I heard that they have an ENT on staff, unfortunately they do not work with the Emergency room, so I didn’t get to see one. They did perform an EKG and several other tests none of which showed anything.

I had an MRI done but it didn’t check my ears at all.

I finally got to the ENT. He seemed to know what was wrong with me right away. Said that had I been to him sooner there might have been something he could do. He had to order another MRI since the first one hadn’t concentrated on my ears at all. My FMLA is all used up and now I have to pay for another MRI!

Is referring me to an ENT something your Nurse practitioners can’t do? Why was I subjected to all of these useless tests? Now I have to try to find time to have all new tests done! And pay for them AGAIN! I AM NOT HAPPY! The staff there was terrible at listening to me. Was my opinion useless? I feel as though I am, finally, getting answers no thanks to Geisinger. My FMLA is all used up. When can I have these tests done? Not like you have a lot of evening hours. REALLY NOT HAPPY! Nothing was mentioned about Diabetes affecting hearing. NOTHING! That would have been helpful.

Thanks for nothing Geisinger!

Penny Ditri

Do not be fooled into thinking that Geisinger Hospital has you/your loved one's best care or comfort as their top priority. My family and I experienced this personally when my dying, 75 yo mother was discharged and sent to an outside facility on 04/26/2022 so the state would be responsible to pay for her services instead of the hospital.

A patient advocate for the hospital explained to my family that "in situations such as your mother's, Geisinger will try to push the patients out to a nursing home, so the payor source is medical assistance versus GHP". My parents have paid into their "Geisinger Health Plan Gold" for years, expecting they would be treated by Geisinger's medical staff humanely and appropriately. Clearly, this was not the case.

When discussing plan of care options, Geisinger staff provided inconsistent communication to our family, at best. The ever-rotating carousel of physicians and nurses provided contradictory information regarding hospice services at the hospital. We inquired about keeping our mother at Geisinger for her end-of-life care since she was already a patient there. It would be much easier for her to be transported to a different floor versus transported via ambulanced out of the facility. She was comfortable at Geisinger and had received years of her health care needs at the facility. Within a 24-hour period we were provided conflicting information including, "your mother does not meet the criteria for our facility"; "she is not actively dying"; "we have no beds"; "our criteria is immanent death within hours or days"; our criteria is immanent death within 30 days"; "I don't believe your mother will live long enough to complete medical assistance papers anyway". We fought to keep her at Geisinger not because we, her family, felt it was the best health care facility, but because it is what she wanted and where she was ready to pass peacefully. Needless to say, on 04/26/2022, we were notified 2 hours prior to her transfer to an outside facility. We had no idea the discharge was happening. My mother had no idea the discharge was happening. We were not able to provide her with familial support during the transfer because we were not included in the final decision. Where is the empathy, compassion, humanity that this hospital was supposedly built on? It is nowhere to be found. What you will find is a voracious drive for wealth over health. If given an option, do NOT trust Geisinger Hospital for your family or loved one's care. I am sick over the fact that her patient care was determined by her payor source. Truely disgusting.

I was operated on Mar 11 2022. I have tried numerous times to access my pathology findings from the operation. I left two emails for the doctor and was told by the nurse she would tell him.I was trying to find out what the pathology findings were but it was not shown. I feel since this is my medical record I should have full access to it.On my followup visit to the doctor I was informed I had a series form of cancer. If I had been able to access my info prior to the visit I would have been able to talk to people I know in there medical field to be prepared to ask questions on my followup visit but I was completely blindsided by the results. I would like to know why I was kept from finding out my results priori to the followup visit. I called the advocate office on Friday and still have not had a return call. I would like to know what is the process to file a complaint with the state for my medical recored findings being denied to me.

I had an appointment at11:45 today.

The instructions say arrive 30 minutes before appointment.

Around 12:15 I question why people have come in 1/2 hr.- 40 min after me.

A blonde haired women came in told me you are way to early and said I don't know why you came so early your appointment isn't till 1:15.

I tried to tell her she was wrong because my appointment was for 11:45 and to be here 30 minutes early.

She did not care. After knowing I waited 1hr. and 15 minutes already I left.

This is the first time in 11 yrs. I ever had a problem with Geisenger and will be looking into changing where I get test done.

I was contacted by Latia via email as follows: Dear Linda

On behalf of your insurance company we would like to speak to you regarding your insurance benefits for your upcoming procedure. You are currently scheduled for February 14, 2022 in the Gastroenterology department.

Please contact the My Visit Department toll free [protected]. Our normal business hours are 8 AM until 5 PM Monday through Friday.

Thank you for choosing Geisinger.

Latia

My Visit Department

I contacted my insurance company and they indicated that this procedure was covered at 100% no deductible, no copay. I was advised by Geisinger when I called that if something was found during this procedure, i would be responsible and that my insurance had a 3,000 deductible. I contacted my insurance today, and they told me that even if anything is found, it is preventative care and if Geisinger codes it differently, it is still covered as 100% no deductible, no copay. I do not think this is good practice on Geisinger's part.

This is the second time I have had preventive care and something like this happened. The first time was for blood work. I had this happen for blood work which I should have been covered at 100% under preventative care.

I am currently paying for that $567 surprise. I am not pleased with Geisinger at all. I am in an HSA program to manage the costs of my medical care and Geisinger wants to control it. This is not good business nor great patient care. I have had a lot of anxiety over these two incidents.

Respectfully,

Linda K Chadwick

My review is particularly on the psychiatry dept. Specifically Laura Leigh French MD. While it seemed like she was paying attention to my situation, I later learned that I could've accomplished more by talking to the wall. Oh, I love the ending, oops, we're out of time. In all seriousness though, the best treatment is not subjecting yourself to the worst treatment. You're better off going to anyone else. Sorry, truth hurts.

I'm writing as a very disappointed, dissatisfied, frustrated, angered, saddened and uncared for patient.

I feel as though my time at the Bloomsburg Emergency Department was wasted and that I was not adequately or appropriately treated. I have been experiencing pelvic pains since July 2021 that have recently reached excruciating levels and become more frequent. The pain is often crippling, making it either difficult or impossible to walk. While trying to find the cause of the pain I have been told by several doctor's, nurses and telehealth lines that I should seek treatment at the ER when my pains become unbearable. While I often tough it out on my own at home, because being at the ER daily is not plausible, I have recently taken up this advice when my pain levels were up to 10.

Yet, on January 6, 2022, I received very rude remarks and no help for my pain. I was told I had been to the ER too much and complained at for the repeated visits, even though at least one of those visits was under the direction of medical staff. On this last visit I was kicked out of the ER, bawling in pain, and needing the assistance of my father to walk. If you use cameras in your hallways you can even prove this. They gave me a Tylonel and essentially told me not to return, even suggesting I was making it up for medication because they haven't found anything on their scans to explain the pain. Just because they haven't found it yet or cannot see it does not mean it is not there.

Additionally, while pain management would absolutely be wonderful while I'm frequently having such painful spasms I lose my sight and can't walk, I am ultimately concerned with finding the problem so we can find a solution. I do not wish to be in this pain every day and just treat it, I would like some answers so I can be rid of it.

Instead I am treated as a drug seeker instead of thinking that perhaps maybe it's my excruciating pain that brings me to the ER multiple times, trying to get help and their incompetence to help me find out why I'm in that pain that keeps me returning. I feel as though they were absolutely unprofessional and uncaring.

I'm appalled and disheartened that they want to clump me in to some category I don't belong in. Why have doctors and telehealth keep telling me to go back to the ER if it's going to flag me as something negative and inaccurate? It's so unfair. I just want the pain to go away and to feel better. Answers and some actual help along the way would be awesome instead of watching me suffer.
Isn't the fact that there have been zero traces of pain killers in my system some sort of indication that I'm NOT on them? It's absurd. I get that there's an epidemic and I understand where they are coming from to an extent but it doesn't give them the right to shame patients who are literally there for the reason the hospital was intended. I'm just asking for some help in the meantime so my 4 year old can please stop having to rub my back and console ME when I'm hurting so bad. This is so unbelievably painful and frustrating and I just want it to go away.

I was especially floored to read the after visit summary (Jan 6, 2022). The notes falsely state that I said I was feeling better, that I appeared better upon discharge and that I was encouraged to return to the ER if needed. When in fact, as stated, I was rudely sent away from the ER, being told I had been there too often already and needed my father's assistance to walk out of the building, being in too much pain to walk on my own and crying nearly uncontrollably. I definitely was not feeling better or verbally state such. In fact, I remember distinctly describing how bad it was and asking through tears why they wouldn't help me. There was certainly ZERO encouragement to return, not even assistance or a "feel better" while leaving.

It seems to me someone is padding these notes to make themselves look good to their supervisors, the state/law just to make it seem like they took adequate care of the patient when they did not. At this point I'm so disheartened I don't even want to seek help when needed, in fear this will just happen again. My next step is giving up on Geisinger and moving on to a better hospital where I may be able to get some help and answers. At this point it's worth the drive.

My father, Earl Reed, was a witness to all of this and can also attest if needed that these visit summary statements are untrue and that I was not properly cared for and treated rudely. His number is [protected].

If you have any questions please don't hesitate to contact me at [protected].

Thanks for Your Time,

Lindsay Reed

I have been working with the GMC Specialty Pharmacy since early November in order to secure Humera for my Psoriasis. I used the pharmacy as a liaison between myself and the manufacturing in order to secure some financial help. The usual turnaround time is 48 hours to 5 working days. I received my Humera on January 6th. When I discussed applying with the Specialty Pharmacy, they assured me that they would an aggressive advocate and would stay on top of the issue. The problem arose when it became obvious to me that it was I who had to call the Pharmacy to find out what was going on and even had - at Pharmacies request - that I call the company who was evaluation my request. Not once was a call returned from your Pharmacy when promised and the most appalling situations that arose was that no one in the office knew what the others had done. Not once did anyone read the previous persons notes to find out what had already been done (or I should say, what had not been done). Even the company who evaluates whether to grant financial aid were mystified at their tactics and wondered why I was calling even though they were supposed to be my advocates.
In all honesty, I will not recommend your Specialty Pharmacy to anyone and if I did not have a choice at this moment would gladly transfer to another one. I am a physician and have been in the business for over 40 years and never have I seen a department - especially one that deals in meds that are not only unusual but necessary - that is so disorganized and that lack personnel who care so little about their clients.
I have also been in this game and have dealt with GMC long enough to know that nothing will come of this as your group is a giant megalopolis whose priorities are the bottom line and not those who provide that bottom line and that nothing will come of this. But, I feel better and at my age (75 and still working), that is enough.