Novant Health
Reviews and Complaints

I recently had a troubling experience at Novant Health's facility in Charlotte, NC. During a sleep study appointment, I was shocked to learn at the last moment that the CPAP machine being used was part of a recall from June 2021. This lack of transparency and last-minute disclosure not only inconvenienced me but also raised serious health concerns. The inclusion of a legal disclaimer felt like an attempt to avoid responsibility rather than prioritize patient safety. As a healthcare provider, Novant should prioritize patient well-being and ensure transparency in all aspects of care.

I'm greatful for you'll hard work and dedication. I just have a problem with the staff that makes other staff members job difficult to perform. Talking down to one another and not showing team work. Residents can see this.Name calling and discrimination towards other staff should not be permitted at all! How are the staff members are supposed to smile and be pleasant to residents when own co-workers are being rude to them. This work is hard by itself, and don't need an $#*! hole to work with or around everyday. I will stay on this topic till someone that really cares notice to make and keep a working environment free from verbal abuse.

This is the worst billing department I’ve ever dealt with in my entire existence. I have made multiple phone calls to the Novant billing department regarding a bill that should have been paid by my insurance, to which there has been no resolve. My insurance company explained exactly what they needed to do. They said they were going to correct & resubmit-2 months later & I receive yet another bill. I called 5x now, I was abruptly told that there was nothing they could do about it, and that I would have to deal with my insurance company. It is not my insurance company that has to do the correction it is the billing department at NOVANT. I get the impression that when they get a phone call in the billing department that they don’t want to deal with they just say we will resubmit it and they never do. They figure it’s just the patients problem & they will have to pay the the bill! Well, guess what we pay a hefty premium for healthcare insurance & I’m not going to pay for something that would be covered by my insurance if the billing department did their job!

Our experience having a baby here was horrible. The doctors made non-emergency decisions without consulting us and administered medically unnecessary treatments. This resulted in over $16,000 in additional revenue for the hospital and doctors. It honestly felt like they took our child for ransom. Our first child was delivered at a real non-profit hospital, and despite the births being very similar, our experience could not have been more different.

Well due to me being a single parent and not having child care help I have had to reschedule my appointments but while doing to I have made the point to call or do so through MyChart. Well apparently MyChart goes against you, they have dropped me and denied my access to my doctor who might I add I have only meet twice due to her being on maternity leave. I feel this practice is not offering the patient with understanding. This was my worst experience with a doctors office and I'm sure they only handled it this way because I'm on Medicaid.

i dont even know where to begin, the customer service down to the proceedures are horrible! Any way got 2 seperate invoices from an MRI, I made a payment arrangement with the combining of the 2 and to date have NOT MISSED ONE PAYMENT, well novant sends the invoices off to collections, now I still send my payments to Novant (as that is who I owe) and this collection agency pesters the *** out me. Novant has not missed cashing one check yet has never updated the collection agency they hired. Horrible service and I will never go there again.

I got bitten by a fire ant and was having my first severe allergic reaction ever. It was after all other doctor offices were closed, so this ER was my only choice. Waited for an hour just for them to check my vitals and give me a steroid that only cost $1.80. My insurance paid them $600. And I still owe them $800. Tried to call and get the *** decreased, and they said they dont negotiate. And yes, other hospitals DO negotiate. What am I paying $800 for? The $600 my insurance paid them is already too much. I will NEVER go to this emergency room again, even if I need to, end of story.

My psychiatrist referred me to this place for a sleep test on December 18. By January 14, 2022, they haven't sent the results to my doctor. I have sent several message via my Novant portal for the last seven days and no one has replied. The day before yesterday I talked to someone on the phone about my results and they didn't even have the name of my doctor and his information! This lady asked me for my doctor's information and said that she was going to send the results "right away." She lied, she didn't send anything. This company has horrible customer service and people who don't care about your health. Avoid this place if you can.

This is a complaint against Novant Health Medical Center where I took my wife to the emergency room for covid double pneumonia. Her oxygen levels were very low and her fever very high. She had a hard time breathing and needed help. She sat in the emergency room for 10 hours begging the staff for a blanket, water, food, and oxygen. They totally ignored her and a certain staff member was extremely rude to my wife. The staff was even complaining to us about her. Another staff member disregarded my wife's requests for sustenance. I want these people addressed appropriately. They should not be allowed to treat patients this way. They are a disgrace to Novant Health and I demand that the management investigates these incidents and takes corrective action because I will not let this go.

I am a distinguished veteran that was seen at Novant Health for issues stemming from my service. I was assured my insurance would cover everything and there would be no copay. They enrolled me in an 8-week course but then advised me to cancel and seek treatment elsewhere mid-program. I feel the physical therapy provided was inadequate, and I was unexpectedly billed $700 for 6 sessions. Each session involved a brief machine warm-up, some stretches to perform at home, and a dismissive attitude from the therapist, who was nicer to others. Despite my respectful demeanor, the therapist would leave me unattended. My health seemed unimportant to them, leading to a regrettable experience.

Received a bill 18 months after being in the hospital for a kidney stone. I have spoken to billing numerous times (not one time less than 20 minutes being on hold waiting to talk to a person) Then, once you finally get a person... they don't want to help. Its a terrible process that normally ends up with the patient calling it quits because they get nowhere. They are very defensive and unhelpful. There has to be some kind of time limit that is required to bill a patient or at least let them know about the charge. With insurance, I still paid $6500 which is what Novant said I owed. I financed this thru there Clear Balance program. Then, all of the sudden I receive a bill that I was never notified even existed... How can this be legal? Novant said that they have up to a year to bill you after there last correspondence with the insurance company but that timeline was not met. I have asked for this to be escalated to speak to someone who can give me some answers which I still have not spoken to anyone... What a monopoly... They should not be allowed to do people this way... Very sad!

STAY AWAY I have been dealing with the billing mess from this place for over 8 months. The billing department is the most incompetent group of people I have ever had to deal with. As far as I can tell, my claims were never sent to my insurance, even after wasting countless hours on the phone with them and being assured that everything was done correctly. They even have the audacity to send you bills that say "This was billed correctly to your insurance" when, surprise, my insurance has never seen this before. Another fun thing they do, is say that they are recording information in your file that can be referenced next time you call. Then, the next time you call they try to fight with you and claim that you have never called them about this before. There is literally nothing that you can do to make them do their job and fix this mess. I can't tell if they are just this stupid, or if they are actively trying to steal from me. They have even admitted their mistake on the phone, and said there is nothing they can do, it will be sent to collections anyways. I will never again use Novant for anything, and I urge every other living human to take your business somewhere that isn't trying to screw you.

My child attends SEDGEFILED middle school (***) Dorchester Place. I had to pick her up at 1:30pm today due to her feeling dizzy, body felt like it was floating. To find out upon arrival she was given a sour patch laced with marijuana. There has been a SERIES OF EVENTS that has taken place at this School , marijuana vapes being smoked in the bathroom, kids being jumped in the bathrooms, gas bombs being let off in classrooms. The list continues ! Todays event is the last straw. All administrators could say was they spoke with the student that gave it to her but no evidence was found. I desperately expressed I no longer wanted my child enrolled I was told I would need proof the drug is in her bloodstream to move forward with anything. I take her to Novant main children ER they told me they could not test her or give me the results without her consent. As a 12 year old minor that doesnt know any better she DECLINES the screening. I called 311 non emergency services , there is nothing they could do they advised I dispute with novant on my own. As I email action 9 I am on hold with cms student placement to see what options are available. I refuse to send her back to that school, and she will remain home until this situation is taken into consideration because I am a single mother of three and I cant allow my child to go down the wrong road due to LACK OF resources from city state or the school

They broke porcelain veneer post. Over 12thousand in damage . Also pinched nerve causing finger damage from blood pressure cuff being to tight. I contacted them and was told this happens often and I signed a release. I had eye surgery. The surgery did not work. I am not upset with the surgeon because he told me possibly it would not work. This novant location evidently stays so busy they get you in and out as possible and cut corners. I am upset with the Anesthesiologist and his staff. This was a sloppy and had to be a hurried procedure. When I was woke up after General Anesthesia, I was in my car in five minutes. I received sub/par healthcare . This is just not right these people can mess up so bad and think it is ok. They absolutely ruined my beautiful porcelain veneers. Easter the post being broken I had to have them extracted. The only true fix is with implants and I can not afford . When they answered my issue, their response was so fake and scripted. Yes I signed a release but it was not for my teeth to be knocked out. I will never go back to any Novant facility again. I am getting an attorney, contacted Medicare, Blue Cross/BlueShield and I am contacting every senior activist group possible. My surgery was on February 8. I have been so upset because Novant will not accept responsibility but will say it happens a lot. This Novant location is right above Charlotte eye, nose and throat on Fairfield Drive. Everyone think twice, read reviews about Novant . Then make you decision whether to go there or not

If I could give negative stars I would. In May , I needed a refill on my Blood Pressure Meds. I made an appointment just for a med refill. As it was the middle of Covid we had a Telemed appointment which was fine. The appointment was about 30 mins, during which time the doctor mentioned some routine services were due. A month later I get a bill for 2 E&M services on the same day (1 preventive and 1 Med follow up). While I did not not make an appointment for a Preventive visit, Insurance should cover it at 100% so fine. However, Novant did not bill it correctly as a preventive visit so my insurance company processed it and applied all to my deductible. When I contacted the Insurance Company, I was told the provider would need to submit a corrected bill. This should not be a problem. I am the Billing Manager for a Physicians office and prior to that worked in various roles at United Health Care for 16 years, so I have a little experience here. Sending a corrected bill and working with a patient is done every day. NOT at Novant! The people in the collection office have no understanding of billing and coding AT ALL so are unable to relay the issue to the billing office correctly. The Billing office will not speak to you. They claim every call is being documented but later your lucky if any documentation exists at all. The Novant system just keep sending bills printed with "Your insurance has been billed correctly, and the remaining balance is your responsibility." I do not believe they re-billed (at this time, see final outcome). Since a portion of the bill was in fact my responsibility, I began making payments while trying (in vain) to get the other portion re-processed myself. While the next statements reflect reciept of my payments, they sent me to collections anyway. When I contacted the collection agency, I was offered a discounted amount as payment in full if I paid that day. Against my better judgement, I did and 5 days later my balance online showed $0.00. This was in November. Less than 2 weeks later my insurance company re-processed my claim correctly (coincidence?) and paid Novant 100% of their contracted rate. Novant never informed me, still shows a $0.00 balance on my account, does not reflect the Insurance payment on my account anywhere and refuses to refund what I paid the collection agency. After 5 hours with Novant customer service (he could not find where the hidden insurance payment posted), they finally came up with some alleged bill from 2013 they supposedly applied my payments to. That's not what Mychart shows, I have no idea about the 2013 bill, they did not send a 2013 bill to collections it was the May bill that, I was in good faith making payments on and in good faith resolved. THIS IS FRAUD! Pure and Simple FRAUD. Novant is a big business monopoly that, at minimum, does not care about its patients or providers. Worse they are sleezy thieves extorting money from people at their weakest.

No NO NO a Negative -10, Not if you want to live! I went for ; as they documented " ongoing headache" arrived at ***ish AM and didn't go back to stay until 8ishPM yep your math is correct and it wasn't a take 2 Excedrin's or Tylenol headaches if you get me. I had vitals taken in the waiting area.. YES in front of EVYONE .. Yep others saw my vital ( hmmm what happened to HIPPA ? or even the RIGHT to Privacy_ Most of all the staff CNA Never Ever said nor even turned the machine to face ME)! So I could not see or know..( Shady Practice ! for Sure?!_ But Everyone Behind Her knew my vitals cause I asked and more than 3 pp. replied with they same # !? NO this is not healthcare at all let alone the finest! , Then I am finally back thinking ok 10hrs no treatment yet however perhaps I can lay down...And find a QUITE SPACE ( think 9 ring Circus ) I know its usually 3 ring circus .. however THIS HAS TO BE 9 or better.. Well once in the back after no water, silence , food etc! _ I was placed in a Hallway_ Not a room Hallway in front of the NURSES STATION?! ! I tell myself Okay I pushed through Hold on it has to get better . Well Darlings its does get worst! I never received IV, O2 nothing I told a nurse her reply: Your not my patient !_ as she so lovingly stated to me ( Yep I'm giving you sarcasm for sure. There was nothing loving about it ). I state to her Lucky for me I had Tylenol in my purse . Her reply_ Well I understand ( as she looks around she interject and Your in this Hallway ( she shakes her head cause at this point I have silent tears flowing all cause *** pain ( my head hurt however I'm not ***/crying out loud _ its counter productive) . At this point I think Ok I'm here cause my Dr. advised me to go once its at a 10 for too long. I had this for 4 wks off and on . ). There was No urgency at all .. and a *** to my insurance for 4,000-5,000 and all I received was test and 6-7 FAILED needle stabs. 10 hrs no water remember ( Water machine does not work ) and Not drinking from a water fountain Don't think so love).. Now after my lovely vacation to *** and its Lobby plus 12hrs later I looked for anyone to assist for me to leave and What do you know_ Everyone is not able to assist me. Yes I left walked right out , the same way in I left out 12 1/2 hrs. later with out anything but test and Attitude.Next day spoke to the same Dr. who suggested I go to the *** and told him about my visit .The shock of the entire situation he felt compelled to forward my grievance to Patient Specialist YEAH right _ no wrong) _ Today I get a letter telling me a bunch of lies they reviewed and basically they did what they said ( again violation of HIPPA because in the letter was dx or cc ) so now they send that defining information via *** No its against the law! HIPPA ( I have email, I even have NovantMyChart so why send that much information on a letter via the US mail?). .. Unfortunately for them after 10 hrs. with pp. also forced into the *** Healthcare I have proof the documentation is false and I reported this to my insurance provider. If anyone has had similar or this experience please advise your insurance company. if enough pp. let it be known that they not only lack remarkable healthcare they are falsifying documents we all will be in a better place when it comes to our healthcare . Shame Shame Shame Novant . WHY?.. And you used to be so Great! My background of 25 yrs current healthcare worker makes me qualified. AND I'm currently still working During COVID as everyone else and have been since DAY 1 and 2 yrs later still working in it so that is NOT A Excuse and has become redundant .

I went to see a psychiatrist at Novant Health Psychiatric Medicine with Dr. Sirajuddin Ismail. I drove 30 minutes ro appointment. I did not realize my financial assistance had expired a week prior so they wanted money up front. I advised I did not realize my financial assistance had expired and wasn't aware of no estimate. Now I suffer from a mental illness and on this day I was in dyer need to see my psychiatrist.supervisor didn't even care and said I can't be seen. Even though I'm in the middle of a new diagnosis and I'm in the middle of recertyfing my financial assistance. Again no one cared. She was NSTY AND NOT EMPATHETIC at all. I sat in the parking lot for 45 minutes already depressed and having a bad anxiety attacked. Already severely depressed among other severe symptoms. I emailed my psychiatrist last week and I received NO response. I explained to him why I wasn't at the appointment even though he came out of his office and looked right at me. I explained to him my symptoms and severe depression. This dr. Still until this never never even responded to me. It has been 5 days. So he ignored my message. So NO DRS DO NOT CARE IF YOU JUMP OFF A BRIDGE?.if you don't have money to pay now they turn you away. Who turns a mental illness pt away?.who does that?especially with bipolar. I already have my lawyer involved. This was the worst experience ever. No other office has ever treated me this way and they have been understanding and showed empathy. So our healthcare has totally gone to hell?no one cares. I been trying to get help for over a year but too money hungry. Very very sad?.no one can believe they actually turned away a patient who was having a panic nd anxiety attack. Now I see why we have so many mental illness patients out in the street or committing suicide because these greedy dr?s don't want to help and really don't care?.SO THANK YOU NOVANT FOR TREATING ME LIKE GARBAGE AND MAKING MY TRIGGERS WORSE?.

In October 2020 I was referred to Novant Health Charlotte & Rectal Surgery (1450 Matthews Township Pkwy Ste 355. Matthews, NC. ***. Ph: ***259), and I was seen by Dr Anna B Johnson. I was referred due to abdominal pain. Dr Johnson performed a complete exam and shared that she didn't find anything, there is no bleeding or any other concern and asked me to follow up with my primary physician and said she will discharge me as no further treatment needed by her. About 10 to 15 minutes later she came back and said, she wants to perform a colonoscopy. I asked why this procedure is needed as she just explained few minutes back that no further treatment / procedure is needed. I asked few more follow up questions but She didn't answer and said she recommends colonoscopy. That was concerning as she contradicted herself and on top of that, she failed to give me any explanation
My 2nd question was, would my insurance cover the cost of the procedure and her response was that she will bill the insurance in a way that it will be covered.

About 3 weeks after the procedure, I started to receive bills from several different departments totaling about $6000 and later some of the bills even went to collections.
I've been trying to fight this with Novant for past 6 months and trying to ask why the procedure was recommended when initially I was told by the same doctor that no further treatment /procedure is needed. 2nd, I was lied to again when I was told the doctor will code the bill so nothing will come out of my pocket.

Later when filed a dispute, I was told by Novant that doctors don't control the billing. I understand that, but doctor do control not to order unnecessary procure just to make money. Patients trust the doctors for right advice, but when that advice turns into money making machine and greed takes over, then there are some serious ethical concerns.
I filed a complaint with Novant Risk department in December 2020. I make numerous attempts to speak to someone. Each time I called I was told that my case will be reviewed by the management and they will make a decision. It took them over 6 months to review my file. Finally, on 06/8/2021 I received a letter stating that my claim been denied and the procedure performed was appropriate.
This is absurd. Doctor Johnson clearly said that no further procedure or treatment needed. Apparently, she had instructions from her management to order procedure regardless its needed or not, Or she did it on her own. In either case, patients like me have to suffer.
I wanted to post this review so other patients can learn a lesson. This may prevent unethical and immoral practices by some greedy doctors or medical practices.

My son was seen in the emergency room this summer after a car accident. The medical staff was great. It has been an act of congress to get a bill. I called three times this morning to request a physical bill (for our car insurance). The first two times we were "disconnected". They say they are mailing a bill now, but I am not sure I trust them. When we previously asked for a physical bill from the physician group we were sent multiple links to pay via email. Oddly enough, our car insurance isn't interested in paying that way. This billing is a [protected]@t show. You'd think that asking for an itemized bill sent in the mail was akin to requesting a unicorn. Is the software that basic? Is it too hard to put the stamp on it? Don't they want to get paid?

On November 9, 2023, Nancy M Jackson was seen by James Forrest at the Huntersville office. He ordered two MRI tests (seated MRI) to review the causes for her extreme pain.Nancy is an elderly woman with multiple medical problems. We heard nothing for two weeks plus and finally contacted the CNSA office in Charlotte on November 27, at which time they admitted that the MRI referral from James Forrest had been directed to the wrong department. For two days I have been trying to get more information about this test on the phone with no results. If I don 't hear from someone by tomorrow (11/29) my next call will be to the media and it won't be nice. Our elderly need to be treated better than this.

Nancy is my sister in law.

David Vieser

[protected]

email is [protected]@gmail.com

My name is Lora Singleton DOB 03/18/1956 visited your Emergency Room Department, on 10/29/2023. I was very disappointed with the intake nurse. I offered to give her a list of my medications. She said she would get it later. However, that did not happen. I was discharged and left to pick up my medication. Upon picking up my medication. The pharmacy tech asks me if I had any questions. I did not. She advised me that I should stop taking my atorvastatin while taking the new medication, which is PLAXLOVID. I had no idea because that was not explained to me in the ER. This is a serious matter, and I would not want this to happen to another patient. If my medication list would have been taken this situation would have been avoided. I know how serious this is. Before dispensing medication, you should know what meds i am already taking. This is unacceptable. Please address this matter.

Regards,

Lora Singleton

Certified Medical Assistant

[protected]

Email: [protected]@gmail.com

Have been attempting for 3 weeks to reschedule a test due to equipment malfunction at the Winston Salem location. Cannot get a good return phone call. Not sure if the phones are understaffed or incompetently staffed. Customer service has suffered since the previous Executive, Jesse Cureton, was fired in March 2023. Very frustrating

Clinical service is excellent once you connect.

I gave birth to my daughter 4/15/23. I contacted Novant health about my stay, not only was i put in a dirty room. When I addressed it to staff I was ignored. I emailed and called the risk management team who keeps telling me they will have LEE ANN JONES call me but she never does, neither are my emails answered. to charge me thousands of dollars for a dirty room is ridiculous, also I never received fresh towels, my room had mold and no staff member came to empty the trash my entire stay. Novant health is disgusting and its sad because they do not care about their patients they only care about money. I attached pictures of my room, and communication. Risk management said in a letter that nothing was wrong with my stay, when I think otherwise and have not been heard by any of their employees which is why I am even making this claim. Also as you can see all my communication to them has been ignored. and My rocking chair was broken if you sat in it it almost fell apart but they didn't mention that either.

I had a ROBOTIC CHOLECYSTECTOMY, performed by Joshua Rickey, on Wednesday, June 14, 2023 in the Kernersville facility. I was asked 3 times, but different nursing staff to confirm my allergies were to bees and to Mastisol adhesive. This information is clearly indicated in my chart. Friday morning, June 16th, at 2am I woke to me scratching my stomach only to fully wake up and realize I was digging at one of the incision sites. Fortunately I had not opened it. I immediately went to my MyChart and read the surgery notes to discover Mastisol was used. I was so frustrated and angry but, at that point, still in pain and fatigued from the surgery. I did not reach out until Friday evening about 5pm as I slept most of the day - using ice to keep me from scratching. I was simply told to remove the Mastisol and take Benadryl. No instructions and no concern. I called the nurse on call to get instructions and she did not really have any - though did ask me WHY they would use Mastisol if my chart says I have a severe reaction. I had no answer. She suggested I go to the hospital to have the situation taken care of but I was home alone and unable to drive. I spent that evening and Saturday morning trying to remove the adhesive myself without opening the incisions. I heard back from Dr. Rickey’s office today saying they were sorry and he would see me today but I am home alone and without a vehicle. This is beyond insane to me as my chart gave clear information AND it was confirmed with me 3 times by staff. HOW does this happen?

Kati Ames or Kathi Robinson not sure which name she goes by was my landlord my rent for May was due on May 9,2023. I was gone before then, she never asked me for a security deposit and now she is harrassing me and has even went to the extint to contact the board of nursing lying to them about my ethic at work she has never worked with me shes made because she didn't get her rent for May. The entire time the tenant in the main room had access to my place 24/7. Lying on a tenant is unacceptable so if shes willing to do that to try and get $500 from me who knows what she will lie about with the patients i told her i would pay her her money she continues to harrass me and she trying to take my job from me

on 05/05 at about 12:30am I called ems for my son who was going through severe hallucinations. he was released by 2:05am back home. By 4pm we were back in the er for hallucinations. We sat there for hours before we saw a doctor. Once seen it was determined that he would be admitted and treated for the hallucinations and possible withdrawals. I sat there for hours with him and by this time we are going to the back to get him admitted. Once admitted, they started administering ativan. they gave him several doses, and because I work in healthcare as well I knew the medication wasn't working because he started to become more and more antsy the hallucinations were more frequent and the outload conversations with nobody had increased. I called for the nurse several times and let them know it wasn't working and they stated they were doing what was ordered by the doctor. by the 3rd time, they got the doctor and let him know I felt the meds weren't working. The md stated he was going to make sure he stayed there, and he would be fine if I left to get some sleep. 30 mins later I get a call from another employee in the area station my son was being tossed and beaten by 10 security, hit in his chest, and when I arrived they explained that he became violent and hit a staff, after he was able to make it out of his room (and down the hall bc it was short staff and no one paying attention), and he would be charged with felony assault. Well today 05/07/23 at discharge they charged him with a felony assault even though he was severely medicated, and he doesn't remember any of it. this took place after administering several doses of ativan 1mg and 2mg. He was released to sit in a county jail only remembering what I tell him.