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Lakeland Regional Health Medical Center complaints

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1324 Lakeland Hills Blvd
Lakeland, FL 33805 | Get Directions

(863) 687-1100

http://www.mylrh.org

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Total Amount in Dispute:
$1,765.00

Total Amount Settled:
$0.00

Complaint Experience

80%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

5 complaints against Lakeland Regional Health Medical Center closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
3	Agreed to make an adjustment
0	Refusing to make an adjustment
2	Refuse to adjust, relying on terms of agreement
0	Unanswered

5 complaints against Lakeland Regional Health Medical Center

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12/13/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $1,400.00 Amount Settled: $0.00

Customer Complaint

11/16/2023

I have hearing aids provide to me by Dr. Lauren Fessler. I paid 200.00$ which I thought was unusual since I have 3600. Benefiting by universal. Health care dual complete. Then I received a bill for. 1400.00. Blue cross paid 1200.00. I didn't know that I was still on my wife's plan. I went to my local agent and he said Lakeland regional was not in the plan. Lakeland regional. Health care said. That , yes they would accept Unifyed healthcare, and had, in fact, had several attempts to collect , being refused each time. I'm in the middle with two companies telling me different things. Resolution Sought I would like by benefit paid.

Company Response

11/30/2023

DOS 12/29/2022 $1400.28 for Hearing Aids. (original total charge $3600) Only insurance loaded when benefits were obtained for Hearing aids was UHC AARP DUAL which per insurance, had a $3600 yearly maximum and to be billed directly to the insurance but was expected to cover hearing aids 100. It was stated insurance was called twice when originally obtaining benefits. Dr Fessler received a letter from UHC stating there was a COB issue so FC attempted to reach out to patient on 01/10/2023. On 01/11/2023 patient was in office and advised to update COB. In Epic eligibility response on 12/01/2022, BCBS was not listed as another payor, however on 01/11/2023 it was. On 03/16/2023 RevCycle team member loaded BCBS and billed. Charge was paid by BCBS leaving member responsible for $1600.28, but there is $200 patient payment applied bringing it down to $1400.28. Rebilled UHC Dual as secondary but now it is being denied, FC called and verified on 07/07/2023 as UHC is stating it should have been billed to UHC Hearing vendor and not directly. Rep said if we have issues billing to UHC Hearing now due to delay, we should submit an appeal including that we were advised to bill directly. Per the provider, Dr Fessler it was already too late for her to do the billing through UHC Hearing vendor. An appeal was submitted on 07/17/2023 and upheld as patient responsibility.

8/24/2023

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

7/27/2023

Released from Lakeland Regional Hospital on6-25-2023. Received excellent care in ICU and hospital. left as type 2 diabetic patient. Prescriptions that I left with included 1) LANTUS SoloStar insulin glargine injection pen and 2) Humalog KwikPen Insulin lispro injection pen. My primary care provider, Dr Jamie Abuan is unable to correctly prescribe these item to my Walgreens RXat 805 Havendale Blvd NW Winter Haven Fl. After numerous phone calls and numerous trips to Walgreens the insulin was prescribed in VIALS, not the injection pen. I will be out of the LANTUS insulin very soon. WHY CANT DR PRESCRIBE THE QUICK INJECTION PENS? Resolution Sought Get correct prescription sent to Walgreens

Company Response

8/11/2023

Please contact us at 863-687-1025 or via email at Risk_Management@MyLRH.org so that we can look into this for you

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