Northwestern Memorial Hospital

From a customer service perspective, this place is awful. They are a large conglomerate that is running the hospital space in Chicago, however, they can’t seem to get the customer service piece right. It’s such a shame. Every time I call and try to speak to someone, I am either put on hold for 10+ minutes, or transferred to multiple extensions. My last call was 26 minutes because I was transferred 8 times with no one able to help me. To make matters worse, I got an MRI on my knee over 5 months ago and NO ONE followed up with me to tell me the status of it. The doctor just «forgot». So when I called the office to try and speak to someone, they all told me «we dont know why the doctor didnt follow up with you». Such a joke. I am off to find a more reliable and efficient doctor/​medical practice, even if it means I have to pay out of pocket. Northwestern Hospital should be ashamed of themselves.

Dr. Michael McGee quickly diagnosed and treated me in a short period of time and with great follow up. His knowledge of medicine is extensive and you can tell that he really cares about treating patients and giving good advice.

I have had terrible experiences with NMH doctors and great experiences. WARNING — I have not had ANY good experiences with the corporate side of their company. If I were to sum it up in one sentence I would say… Pick the best doctor you can find that IS NOT employed by Northwestern Memorial Hospital. You don’t want to be spending all your free time fighting a negligent, unapologetic and/​or fraudulent billing department that is backed by a big corporation and all of their tough lawyers.
I had a great general practictioner but when she went on sabbatical I was forced to find a new one on short notice for a back spasm. I could barely stand up straight, turned out I had two herniated discs. But during my first visit with her she was perscribing a plethora of medication, she gave me expired coupons for medication, scheduled an x-​ray, MRI, and tried to schedule blood tests and a plethora of vaccinations. I was in excruciating pain and I told her to give me a pass on the blood test and vaccinations. I had really good insurance back then, before the ObamaCare fiasco, and I admit I felt like I was her newly found golden goose — Wow!
That aside, their billing negligently mis-​charged my copay on 12 separate occasions. Approx. 6 months later they sent me an additional bill for those 12 copays. I disputed the validity of the bill and their right to back charge when the error was caused by their repeated negligence. Their billing department said pay or we will turn it over to collections. They turned it over to collections and I disputed the bill and the validity of back charging copays. They said pay or we will report it to the credit agencies. They reported it to the credit agencies. I gave up as I didn’t have the time to fight their bullying and back charging and paid the balance in full. The short of it is If they hadn’t mis-​charged me, I would have only went to specialty therapy 8 times instead of 12. This would’ve saved me a lot of money but also would’ve saved my insurance company, they effectively increased the cost to Blue Cross Blue Shield by 150% and removed my freedom to choose based on cost of services.
While the above experience is by no means the end of the world. It did cost me considerable time, and 150% more in copays and thousands of dollars in increased credit costs due to the mark on my credit report. But that experience wasn’t what broke the camels back. In early 2015 I was scheduled for a sleep study at NMH. Naturally upon checking into my room I was brought a myriad of forms. There were two questions on one waiver form that I distinctly remember and I took issue with. First, I was to initial a line indicating that NMH had provided me with a locked storage cabinet for my valuables and they weren’t responsible for any lost or damaged items. Second, that I would be responsible for any and all charges that were incurred outside of my healthcare network as a result of processing and reporting of my sleep study. I asked the administrator, where is the storage? She said they had no storage. I said, ‘I cannot initial that line then’. I said ‘I called my insurance company to approve this sleep study and verify that it was IN network, now you want me to ok OUT of network costs? She said yes. I said ‘I cannot initial that part either’. She said, in that case I will need to verify if we can proceed with the study. She returned and indicated that the sleep study could not proceed if I didn’t initial everything on the waiver. I said ‘I cannot initial for a storage unit that doesn’t exist and I can’t initial for out of network costs to be included when I came to you because you’re IN my network’. She said you’ll have to leave then. I said, ‘fine, I wouldn’t have been able to sleep well after this anyway’. During the short walk home that night, I decided it would be easier to just steer clear of Northwestern Memorial Hospital in its entirety. And I did, at least until I received a bill from them approximately two months later for the sleep study procedure, polysomnogram cost of $ 4,452! I was like, ‘Oh snap, I’m gonna be bullied into paying this fraudulant /​negligent bill too!’ Soon after, I phoned NMH repeatedly to straighten out the bill with no success. I made a partial payment to keep the collectors off my back, and my insurance company, Blue Cross Blue Shield paid the entire amount they were responsible for, $ 4,103.47! Months later, and after many waisted hours on phone calls and email, NMH refunded BBB and I, but they have not rectified their negative debt report to the credit agencies. And I am still paying a premium for credit.
RECOMMENDATION — STAY AWAY FROM NORTHWESTERN MEMORIAL HOSPITAL UNLESS YOU HAVE NO OTHER CHOICE!

I am a recent hip replacement patient with Dr. Manning at the orthopedist department in the Weinberg building. The group and the doc did a wonderful job and will soon need to go back for another. There is no other place I would go– Dr. Manning’s bed side manor is impeccable and his infection rate is among the best in the States. Thank you to the team at NW hospital !

Considering they saved my friend’s nearly unsalvageable life after being comatose, and that they have treated me for concussions, a cat bite (yeah what are the odds), and severe dehydration, and other things; I’d have to say yes, it was good. I am referring to their ER and ICU here. Its on a priority basis so don’t be hating if you have cramps and someone just literally had a stroke. No offense since everyone’s issues are valid, but you can wait when someone is burned, about to die, or has heart or brain related medical issues that are most dependent on time. And when its your turn to be that person rushed through the line you’ll be glad to have priority because you deserve that privilege too.
They have always been polite to me for the most part. Certain hours are busier than others.
The GI practice part of the hospital was quick, confidential when its your turn (on the screen you get a # that no one else but you knows), and are great too. Um what else, the primary care doctor I got is wonderful and has been for years. Overall, I’ve been a satisfied individual. Of course, no hospital is perfect, but when it comes to the really detrimental stuff, Northwestern knows what they are doing. Sometimes you feel hurried out, but they always see it as important to do follow up appts when necessary. Also they have this iPad thing that helps foreign patients contact real translators (sort of like Skype.) That was kind of cool.
Also that Helen woman who says it stinks or smells like pee, it doesn’t. Maybe she pee-​d herself or something peed on her clothes??? I don’t know. It doesn’t smell like pee at all. Thats completely and utter slander because it is very sanitary and my sense of smell is completely functional.
Also, depending on your emergency, it is good to consider where is the best place for your needs– if an immediate or urgent care, northwestern’s immediate care center (s), or northwestern’s ER is necessary for you or your family’s needs.
There are also tvs, vending machines, and charging stations. Validated parking is across the st from the er for $ 11 for the first 7 hours.
4 stars because don’t bother calling the ER because you’ll be on hold for a damn century. You’ll be helped faster in person.

I’ve been a patient with Northwestern Medicine for 25 years. The hospital and its physicians groups have made great strides over the past ten years to improve customer/​patient experiences. I’ve received great care from my providers but recently received a terse letter from the VP of Managed Care, Brian Walsh, CPA.
Mr. Walsh’s letter goes on to explain that NM is no longer part of the BCBS-​IL PPO network. Patients are directed to update their insurance information as of 1÷1÷16, or if patients do not have in-​network coverage and have scheduled appointments, they must pre-​pay the appointment or cancel the scheduled services. Although this is a brief summary of the letter, the messaging in Mr. Walsh’s letter is terse and clearly states that money is placed above patient care. While finances are obviously important, the message could have been written in a more sensitive customer/​patient focused manner. Although NM made significant strides in improving the patient experience, Mr. Walsh’s letter takes NM back to the Stone Age of negative customer/​patient focus. It’s disappointing to see the true face of NM hiding under a thin veil of patient care.
Patients are just an income source for NM. That’s all.

This is the worst ER I have been to. The wait for an emergency visit is 4 hours!!! What is the point of coming to an ER?!! The waiting room stinks and smells like urine everywhere, the wait unbearable!

The complaint is regarding Front desk at Dermatology and telephone outpatient complaints services. I went for an allergy patch test. I inquired with the front desk at check in what would be the estimate for patch test. They said that they didn’t know the estimate and that anyone stuff gets covered by insurance. I got my bill recently and out of 6500 USD, I have to pay 1600. I was first shocked that allergy test cost THAT much. Had I know the price, I may have considered alternative options. In addition, paying out of pocket 1600 is quite significant. When I called the Customer service, they discouraged me to complain as the hospital doesn’t provide estimates. This is obviously not true. Considering my complaint is not welcomed by Northwestern, I am leaving it here.

My review is for the Neurology Department.
Hands down Northwestern has the BEST ALS doctors. My husband has been seeing Dr. Siddique. Don’t let this old school Pakistani with his Dr. Bombay black bag fool you. He is nothing short of AMAZING, seriously. So friendly and compassionate, and so is his ENTIRE staff. Our initial visit was about 6.5 hours because they need to create a baseline for their patients. Since then, our visits are roughly between 2 – 3 hours. The staff is super thorough making sure they haven’t overlook anything. I cannot say enough about the ALS team except that UCLA Neurology (in Los Angeles) has a lot to learn from NU. Flying out here every three months is so worth it!

Northwestern has a reputation for being a great Hospital system, so I felt really good about going here for a major surgery (which also required a 24 hour hospital stay). But I have to say that if I have the option, I’m not sure if i’d go back. I think it might depend on what it is.
My surgeon was AMAZING — he is not a part of this review. If i choose to, his review will be done separate.
I was going to give a 1 star rating, however after thinking about it there are definitely some Positives that deserve their fair credit. Let’s get the couple of positives out of the way because the rest of the review isn’t going to be so good.
– The Nurses were all pretty amazing. Especially the nurse that took care of me in the Hospital room. Very knowledgable and caring. All the nurses in surgery were great, too.
– The Hospital itself: very clean, very bright. Nice wide hallways.
– The patient room I was in was a nice size. Room for the bed, a couch for someone to sleep on, and a chair. Private bathroom with shower.
– 24 hour food available. I think it’s an AuBon Pain or something like that that’s open 24 hours downstairs.
Ok… The bad.
– I was in an EXTREME amount of pain, and I don’t feel like the «doctor-​guy» (He apparently WAS an actual doctor, who looked like he was about 22 years old) running the floor knew what he was doing. TBH, he seemed like an idiot, and he didn’t know how to listen. REALLY frustrating when you are at your worst. The fact that this guy who didn’t listen, had the authority to prescribe medicine is really scary.
– I feel like they should not have released me. I was in such an extreme amount of pain that they should not have sent me home. But instead of the focus being on me, the patient, the focus was more on «most patients who have this surgery only stay 24 hours». Apparently more about the stats than the person.
– The idiot transportation guy who brought me from my room to the Entrance had brought a double-​wide wheelchair. Apparently they don’t fit through the regular door at the entrance, so he basically just «oh well it’s not gonna fit» and kicked me out. So i was left to my own devices to get outside and find my Mom who was in the car waiting for me — waiting for the transport guy to WHEEL ME to the car. Instead, half-​drugged and in pain, i made my way to the car having to carry the rest of my things. My Mom almost fell out in horror when she saw me.
– The nurse working my floor, said she was the only nurse working that floor. So trying to get some attention was difficult/​slow. Not ok. How can this huge, famous, beautiful hospital be operating with such a CHEAP mentality?
– The Nurse’s assistant people, not sure what they were called, were not pleasant. I only dealt with one or two. But the main one i had was less than pleasant. She clearly did not enjoy her job.
Overall, this review is not for the many many different doctors that work here. It’s just for the hospital itself, as an Inpatient person who’d just had surgery. I felt like they’re cutting corners on the nursing staff — one of THE most important aspects of any good hospital. I’m not sure if I’d come back here or not. It didn’t exactly leave me with a warm and fuzzy feeling.

This place is the worth I ever seem. The nurse and Doctor do not have anytime for patience. They kept say yes yes and walk away. I hope they can they their way of caring for patience.

Surgeons great! Clinical teams very good!
This review is for Billing — Disaster, inefficient, rude and just not competent. You wait on hold forever to then be transferred to a vm. They call back with no info, just a «we returned your call» and you are then stuck starting all over again. Still trying to get stuff sorted out with them after numerous calls. They lose payments; say it’s a different address (which is noted no where in paperwork or on website.) How hard can this be?
Teetering on whether I will ever have care there again due to this experience. Never have this w/​the Physician Group btw.

I was feeling dizzy and had horrible migraines. OTC meds didn’t alleviate so I came in. I arrived at 4:30pm and was not seen until 9:30pm! A 5 hour wait?! Yes it was busy, but come on now the average wait in the U. S for ED wait is 3 hours. Anyways, the nurse was okay, but she didn’t care that I was cold or thirsty. I had to ask for everything and she seemed annoyed. I don’t think I’d ever come back and unless you got shot or something, save your time and money and go somewhere else.

I know emergency rooms are used for non-​emergencies or for non-​insured folks to get treatment that should be handled by a regular doctor. But the other night I finally saw it for myself. It’s a zoo of coughing, distressed looking people, sure, but few looked like they actually needed *emergency* care. No spurting arteries or knives to the head or anything like that.
So I came to support a friend who was convinced she might have pneumonia or need hospitalization, when I was hesitant and worried about the bill from an ER visit. And I was right on both counts. No emergency, just a respiratory virus of some sort was the diagnosis. An inhaler of some sort was provided.
The bill’s looking to be about $ 1,300 to insurance with out of pocket or deductible being 30% of that. This is just one of many reasons health insurance in the US needs reform. At no point is anyone clear on what they might pay for anything, it’s all billed — exorbitantly — later. Would you buy a car without knowing the price? No! So why is health care like this? Totally stupid system if you ask me.
$ 1,300 to be checked in condescendingly («MOVE…TO…THE…NEXT…DESK» was more loudly and slowly repeated to us, when we lingered for one more question to the first desk but totally understood the words the first time), to have some blood drawn and checked for what I don’t know, the ubiquitous «blood work» of modern times, and then a chest x-​ray to determine any pneumonic malfeasance.
I had to work early the next day and left after about a 1.5 hour wait. Poor patient also had to work the next day, though not as early, and didn’t get out of there til 1:30am, a roughly 7 hour total ordeal.
Broken…our system is broken.

The kidney transplant department is the WORST! They say they’ll transplant you and then once you find a donor they STAB YOU IN THE BACK and say NO! They are literally DEMONS on earth and the entire place should be shut down!

They saved my dads life. And now for the second time they are in process of saving my mothers life again.
I am grateful. They are not always polite but your people’s life is in their hands. And those are good, long hours kinda hands. I believe their hearts are protected by the trauma they encounter daily.
However the surgeon that wanted to amputate her leg… five years ago, is the on call guy and he is beyond callous toward my mother, because the department head corrected the procedure before any surgery, five years ago and he was wrong!
Get over it and treat her with respect!
Thank you.

It’s hard for me to write this review because obviously I didn’t chose to go to the ER, I went there because I was in a massive amount of pain and went there to get help. However, yesterday I ended up there for the worst headache I’ve ever had in my life that just wasn’t going away.
Of course I didn’t expect to just walk in and out, but this was pretty brutal. Arrived around 330pm and saw a nurse quickly, she was super nice and friendly and gave me hope they this would be quick visit. 650pm and I finally end up getting called to go upstairs and get a bed. A nurse came in pretty quickly and hooked me up to an IV and some pain meds. She was nice and friendly and kept offering me more blankets, water, etc. A resident came in and spoke to me about 20 minutes later and did some tests. He was alright but definitely not very warm or friendly.
After waiting for another hour or so, I was really losing it. The IV was killing me, the pain meds were wearing off and I just needed to get out of there immediately. I wandered outside of my room and got a senior attending to come in and speak with me. He said that I was ok to go, suggested staying for more pain meds and test, but as I looked out, he said I could go and just needed to follow up with my regular doctor. He told me he would give me more pain meds but he didn’t and I just couldn’t take it anymore and left.
It’s not their fault I was in pain or that having an IV hurt like hell. It’s also not their fault it was a Monday in the ER and super busy, but I just wish I had been communicated with a bit more to just learn more about what was going on with me and my care. I’d return here if I had another emergency but obviously I’d never like to come back because it was an extremely painful experience and no one likes to be sick.

I scheduled my annual exam with Katelyn Schultz at the Lincoln Park /​Sono location. I received an email to confirm, which I did. I arrived to my appointment 20 minutes only to be told my appointment had been cancelled! He noted that I had indeed confirmed my appointment and he had no idea why it was cancelled. My appointment spot had already been taken and I would have to reschedule. REALLY?! If you have no idea why my appointment was cancelled, you should at the very least ask the doctor if she could fit me in.
This was my first appointment with Northwestern and it was a horrible first impression.

This review only applies to Northwestern’s surveys. Most, but not all of their doctors are fine.
Several months ago they sent me a questionnaire after I had a medical procedure done at Northwestern Hospital. I fill it out even though it was fairly long and often repetitious. In this survey I mentioned the fact that the doctor misstated some non– medical facts concerning my experience. Things like what I was told and how I tolerated this very painful ordeal.
Months passed and I never received an acknowledgment, an explanation or even a mesage saying they received my questionnaire. Just silence. Recently they sent me another survey which I also responded to. This time my experience with one of their doctors was a positive one, which I mentioned. I also included a question asking if any humans actually read the contents of these questionnaires. Now over a week has passed. Again no response.
I suspect that NW is only sending these surveys out for appearances sake and to make patients think that they are interested in how they were treated and what they think of NW. Maybe not. but I cannot think of any other explanation.
I do know that I will stop wasting my time filling these out. I think my time will be better spent on writing reviews on sites like this one. At least I know someone will read them.

First trip was for a headache that lasted five days I just couldn’t stand anymore. I waited for 3 hours on a Saturday night. In the screening room the nurse wanted to put an IV and do blood work before being diagnosed by the doctors.
Second trip to the emergency room had to wait for a good 4 hours I guess my hiccups for the past 48 hours wasn’t that critical comparing with the rest, which then got worse by acid reflux.

I decided to update this review because I learnt recently that this practice they did is called balance billing, and is something viewed with scorn by the general public. «The insurance carrier has pre-​set rates they will pay the in-​network doctors, but sometimes you will wind up being cared for by a doctor who doesn’t have a contract with your carrier. Often these doctors want to be paid much more than the insurance companies are willing to shell out. Then, when the carrier denies them their full payment, the doctors have a tendency to ungraciously dump the balance on the patient. This, of course, means patients are paying a lot more than they owe by their insurance plans.»
The frustrating thing is, «It is illegal with regard to Medicare, and California has even made it illegal in general.» Unfortunately, Northwestern Memorial is in Illinois and I am a normal person with an expensive health insurance. I found the source of this and more unfair practices here:
In retrospect, I’m not sure if I could/​should have done more. I know there are people out there who fight these things, but it was just becoming a drain on my time. I paid Northwestern Memorial in the end as they kept sending the bill to me with the threat of collections looming over me and I wasn’t able to get much headway when speaking with them.
I’m writing this update in the hope that this doesn’t happen to you or at least you go in with your eyes open wide. Or better, find another more morally correct hospital (not sure if they exist anymore).