Ethan Rhodes
The MetroHealth System is a top-ranked hospital that has been named a 2025 High Performing Hospital for Maternity Care by U.S. News & World Report. However, like any large institution, it sometimes receives complaints. This may be due to billing issues, as patients have reported being billed erroneously. Patients and their families have the right to voice their concerns without fear of retaliation or interruption of healthcare. Complaints can be made to the Complaint Unit, the Office of Quality and Patient Safety, or the Better Business Bureau.
| Characteristics | Values |
|---|---|
| Number of locations | 8 |
| Phone number | 216-778-5800 |
| patientrelations |
|
| Address | 246 North High St Columbus OH 43215 |
| Website | BBB |
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What You'll Learn
Incorrect billing
If you have received an incorrect bill from MetroHealth, there are several actions you can take to resolve the issue. Firstly, you can contact the MetroHealth Customer Service team by calling 216-957-3250 or toll-free on 877-509-0597. These phone lines are open Monday through Thursday from 8 a.m. to 8 p.m. and Friday from 8 a.m. to 5 p.m. You can also send a MyChart message or an email to
When contacting MetroHealth about an incorrect bill, it is important to have all relevant information to hand. This includes any statements or invoices you have received, as well as details of your insurance coverage and any payments you have already made. If you have received an erroneous charge, as in the case of being billed for an outpatient location when you were seen at the Health Center, you should explain the situation clearly and request that the charge be reversed.
If you are unable to pay your bill in full, MetroHealth offers payment plans. You can log in to MyChart or call MetroHealth to set up a payment plan. If you need a payment plan longer than six months, MetroHealth has a partner that can offer an interest-free extended payment plan.
In addition, you can request an itemized bill from MetroHealth to understand the charges in detail. This can be requested by contacting Customer Service via phone or MyChart message using the contact details provided above.
If you believe you have been a victim of fraud or identity theft regarding a bill, you should also contact Customer Service using the details provided earlier. You can send an email to
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Unclear billing
If you have received an unclear bill from MetroHealth Hospital, there are several steps you can take to resolve the issue. Firstly, you have the right to request an itemized bill from MetroHealth Hospital. You can do this by sending a MyChart message or calling Customer Service at 216-957-3250 or toll-free at 877-509-0597. This service is available Monday through Thursday from 8 a.m. to 8 p.m. and on Friday from 8 a.m. to 5 p.m.
If you are still unable to understand your bill or have other concerns, you can reach out to the Patient Relations Office of Patient Experience at MetroHealth Hospital by calling 216-778-5800. They are dedicated to providing the highest possible quality of medical and hospital services and are open to addressing any questions or concerns you may have.
Additionally, if you believe you have been a victim of fraud or identity theft regarding your bill, you can contact Customer Service at the same numbers mentioned above or send an email to [email protected]. They will be able to assist you in resolving these serious issues.
If you are facing financial difficulties and are unable to pay your bill in full, MetroHealth Hospital offers payment plans. You can log in to MyChart or call them to set up a suitable payment plan. They also have a partner that can provide interest-free extended payment plans for balances if needed.
Remember, it is your responsibility to ensure that your health care bills are paid as soon as possible. However, if you have a complaint or concern, MetroHealth Hospital encourages you to share your opinions regarding their care and services. You have the right to make decisions related to your healthcare and to participate in conflict resolution.
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Fear of retaliation
While it is important to address any concerns about poor medical care received in a hospital, the fear of retaliation is a valid concern. Here are some ways to address your concerns while maintaining your privacy and safety:
Firstly, it is recommended to bring up your concerns with the doctor or nurse involved in your care as soon as possible. Be specific about your complaint and ask how it can be resolved. This direct approach allows for open communication and the opportunity for immediate resolution.
However, if you are uncomfortable approaching the medical staff directly, you can ask to speak with a hospital social worker. Social workers are trained to help patients solve problems, identify resources, and navigate hospital discharge processes. They can provide support and guidance while maintaining your confidentiality.
Additionally, you can contact your state's Beneficiary and Family Centered Care Quality Improvement Organization (BFCC-QIO) if your concerns are related to the quality of care received from a Medicare provider. BFCC-QIOs handle complaints about incorrect medication, wrong surgery or treatment, and early discharge. You can find the contact information for your specific BFCC-QIO by calling 1-800-MEDICARE (1-800-633-4227).
If you have concerns about your hospital bill, first ask your doctor or the billing department to explain the charges. Then, understand the hospital's complaint handling process for billing issues and make your case. Federal laws protect you from surprise medical bills, and you have the right to dispute them.
Remember, your feedback is essential for improving the quality of care and protecting your rights as a patient. By utilizing these avenues for lodging complaints, you can do so while minimizing the fear of retaliation.
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Contacting the Complaint Unit
To contact the Complaint Unit, you can call, email, or send a letter to the unit directly. The Complaint Unit can be reached by phone at 1-800-342-0553. Their phone lines are open 24 hours a day. You can also reach them by email at [email protected]. If you prefer to send a letter, you can address it to:
Complaint Unit
246 North High St
Columbus, OH 43215
The preferred method for submitting a concern is through the online submission form, as it allows for a more direct and timely review of your concerns. However, you can also submit your complaint via phone, email, or letter, and the Complaint Unit will review your concerns and take appropriate action.
You and your family have the right to voice your concerns without fear of retaliation or interruption of your healthcare. Complaints will be reviewed by MetroHealth leaders and caregivers, and you will receive a written resolution at the conclusion of the review. You also have the right to complain at any time to the Office of Quality and Patient Safety:
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, Illinois 60181
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Contacting the Office of Quality and Patient Safety
To contact the Office of Quality and Patient Safety at MetroHealth Hospital, you can write to them at the following address: The Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, Illinois 60181. Please note that The Joint Commission does not accept emailed or faxed submissions. They also cannot accept copies of medical records, billing invoices, photos, or other related personal information. If you send such documents, they will be shredded upon receipt.
Before contacting the Office of Quality and Patient Safety, you may wish to first voice your concerns to the relevant MetroHealth employees. You and your family have the right to voice your concerns without fear of retaliation or interruption of your healthcare. Making a complaint will not compromise your future access to care. When you contact MetroHealth, please be ready to provide the names of any MetroHealth employees involved, as well as your name and relationship to the patient if you are calling on behalf of a family member.
MetroHealth will review all the information with their leaders and caregivers and take action to address your concerns. You will receive a resolution in writing at the conclusion of the review. You also have the right to complain at any time to external agencies.
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Frequently asked questions
You can contact the Department of Patient Relations Office of Patient Experience at 216-778-5800.
You can submit your concern through the online submission form, which is the preferred method for a more direct and timely response.
You can call MetroHealth at 216-778-5800 between 8 a.m. and 5 p.m., Monday to Friday, or email
No, MetroHealth ensures that you have the right to voice your concerns without fear of retaliation or interruption of your healthcare.
MetroHealth will review the information with its leaders and caregivers, take action to address your concerns, and provide a written resolution at the conclusion of the review.
