Moses H Cone Memorial Hospital

My elderly mother had surgery at this hospital and I found the entire staff...anesthesiologist, nurses, and Dr's all to be the best I have experienced anywhere! I was assured by the anesthesiologist when they were taking my mother back for her surgery that he was gonna take care of her...the look in his eyes was genuine and sincere and I knew that everything was gonna be fine and had a true sense of relaxation as if I felt a family member was performing the procedure! Only thing that I could even possibly complain about was my mother's food would be cold when it arrived to her room...but come on, we weren't there to be hospital food critics anyway...we were there so my mother could get the best possible care she could receive! My expectations were exceeded by the whole process, and I am extremely difficult to please! Hands down best hospital and staff I have ever experienced...period!

My 1st hospital stay there since 41 years ago almost to the day! The only thing that dropped a star was the 6 hr ER wait. Nevertheless.client services was gracious and the staff on 3East all get 5 stars!!! Love them all. Stay encouraged you're doing a great job. God bless

I am new to the Greensboro area and I was not pleased at all with Moses cone. There was a couple of Pros, like checking me in getting my blood pressure done and blood work and urine sample. However after that they told me to go sit in the waiting room while a room become available mind you, I wasn’t feeling the greatest at all. I had my son with me. 2 hours and 30 minutes go by and no call for me. I kindly got up and asked the front how much longer until they call me. And the lady said We are on a 5 to 6 hour wait. I was sooo bothered. I couldn’t believe it. Most hospitals is at least a 30min wait and the max 3 hours but 5 to 6 hour wait. I’m from VA and the hospitals there like st Mary’s, Roanoke memorial Lewis gale and etc do not have you waiting. I was hoping for a better experience being new to the area. I will try and seek other hospitals.

This evening (10-10-19) I entered the ER with my daughter who was having severe abdominal pain. I asked several times how long it would be before she was seen and the triage nurse always said, “There were no rooms available”. “We had two traumas”. So all nurses and ALL doctors were needed for two traumas in the entire hospital. I asked if she could be seen on the adult side and I was assured it shouldn’t be much longer. There were several patients (infants and toddlers) that left because the wait was so long. We even saw shift changes.....I would not recommend Moses Cone ER pediatrics. For pediatrics go to Brenners in Winston-Salem.

On May 3,2019, I called the phone number on the statement for payment arrangement. Representative Scott answered my call and I proceeded to explain to him the reason for my call. Explained that I would like to be put into a payment arrangement plan. He gave me one option 6 months interest free for a rough estimate of $203.00 monthly. I paused and expressed my feelings towards the option. I expressed my feeling and also asked Scott if he thought that was right, because an extra $203.00 monthly seems extremely high. Well that’s when the conversation took a dark turn, the rep. then said (in the remark) if I knew I didn’t have the money to pay the hospital, then why did I go in? I replied and asked Scott what was I supposed to do then, stay home in pain??!! If I’m not mistaken, I then asked Scott if the calls are recorded? He said yes, they are. I replied GOOD because I want your manager to listen to this conversation. I then asked to be transferred to his MOD or a different representative and he said “NO”. It went back & forth for a good minute, me questing to be transferred to someone else Scott kept replying “no I will not do that” “no”!! the call took a darker turn and that’s when I felt threatened and Scott said “ I’m sending your account to collections as off today (5/3/19)!! I’m pretty sure that’s when I hung up and made a second call and spoke with a different rep Michelle. I proceeded to explain to Michelle and started to explain to me that $20.00 a month is not acceptable and they are procedures or protocol (one of the 2) by the Hospital. I stopped her and apologized to her and told her I am not in a state of mind to sit here and listen to this after I was just disrespected and threatened by Scott. She stated that the team leader Marie is not in, but she can transfer me to her voice mail. I left a voice mail and till this day team leader Marie has not called me back. I immediately googled the number to make a complaint, left a voice mail. A representative called me back and I gave her the whole story and time line so they can go back and listen to the phone call. Per the representative Mrs. S (did not get the spelling) was going to bring this to the Directors and have them return my call today (5/3/19) because no one should be treated that way. We are now on 5/6/19 and no one has called me back. I called the Cone Health Hospital experience number and left a message on the general voice mail, wanting a follow up call in ref to my experience with their employee. I also have concerns in reference to my account and what any disgruntled employee’s might do with my personal information. I have already made a complaint to the Better Business Bureau, of NC. I’m completely disgusted in the way I was treated!! I’m not looking to get Scott fired, but feel that Scott should be retrained on his customer service skills. 5/7/19 I have not received any call from anyone, so I'm guessing this is the norm, truly sad!