St. Luke's University Hospital - Bethlehem Campus 801 Ostrum Street, Bethlehem, PA 18015

"What a joke this hospital is. I highly recommend you stay far away from this hospital. I called twice to file a complaint against a company they use for medical records and they can’t return my call so that tells me that they are being flooded with complaints and have no time to return my calls. How poor is that! If only Richard Anderson knew how bad this is making his hospital look. My advice go elsewhere."

"Billing department is just AWFUL. I would give 0 stars if I could! For well over a year, I have been fighting with them as they keep sending me bills for my Dysport Injections. I am a participant in a grant program for Dysport that covers the cost of what my insurance does not. I have been on these injections for several years and never had any issues with the bill until the most recent year and a half or so. St Luke's suddenly stopped submitting the claims properly and decided to just charge me. After several months, they FINALLY submitted the claims properly for a 2022 visit and I thought all was finally right with the world. However, I just started receiving bills again for 2023 appointments. When I informed them of their ongoing error, I received the following email response from the supervisor: "The claims were faxed to your drug company on 11/28/2023. St. Luke’s has not received a payment as of today’s date. Please follow up with the drug company as to when St. Luke’s should be expecting payment. If you need any further assistance, please do not hesitate to contact me." I am a therapist and frequently bill insurance companies. If an insurance company fails to pay, I contact them to learn why the payment was not processed, denied, etc. But not St Lukes! They expect the PATIENT to do their leg work! Just horrible!!!!! I wish we had options in the area outside of St Lukes or Lehigh Valley. It is sad too, because my actual medical providers are amazing! Please hire people that don't expect patients to do their jobs for them. Update. So i tried to email the reputation team as requested, but the email address they listed in response to my complaint was incorrect so my email response to them was "blocked" also, When I emailed the billing dept about this, asking why I, the patient, am tasked with contacting the Dysport program regarding the status of the payment, the Patient Revenue Services Supervisor, Kathleen Barofski responded, "No, it is not the responsibility of the billing department to make sure your drug company makes the payment. That is your responsibility. Thank you, have a nice day." I never had this issue in the prior several years of using this program. But for the past year and a half, the billing dept failed to comply with the proper billing procedure and from their failure, are trying to hold me responsible to cover the financial costs of their failure. Do Better!"

"I love this hospital but because of the experience I’ve had on the phone today with someone name heather is why I’m giving you guys a 2 I left the hospital without discharge paperwork and basically got told I was losing cameras don’t lie I ennbvv every one tested for Covid and got told to juhome without any paper work had to drive all the way back to the hospital mind you I just got told I tested positive for Covid I could have infected other people by showing up heather was really nasty with me on the phone kept cutting me off and told me everybody leaves with discharge papers I called them while I was on my way back home to speak with somebody who was in charge and was put on hold for over 30 minutes I guess they had to get they stories straight or to cover them selves I then hung up and called back and ms heather picked up the phone you can tell right away she had attitude and basically told me I was lying about not having discharge papers and was very nonchalant about the situation there are cameras and you can see me coming back to the er for letters for my job and also asking for after visit from the guy at the first desk who also told me nobody leaves the hospital without them I clearly didn’t have them or leave with them the first time I still have the stickers they give you for my bracelet I told him I’ll wait out side cause my concern was others around me and possibly passing this to anyone heather lied and said she was in charge and she was not there is someone always bring them you And proceeded to hang up because she was done with talking to me . They can look and see who was on between the time I was there the first time and with me coming back everything is recorded . Waiting for someone to get back to me about this issue I will be calling until someone is held accountable"

"Every mother’s worst nightmare is their child being admitted to the hospital. The dreaded rsv hit my 6 week old hard and we were admitted to this hospital. Through this entire stay at the pediatric department, every single nurse, resident, pediatrician was nothing less of great. They were accommodating, personable, reactive, & genuinely care about their patients. Sherry & Ethan were amazing. I am just beyond thankful that they made this awful experience a little less worrisome."

"Cafeteria is horrible for those with gastroparesis. Absolutely nothing I can eat and the fat free milk I had to purchase to use in my coffee was old, making my coffee lumpy and non-drinkable. I think it's unfair I had to pay for the additive to my coffee (fat-free milk) since they only offered cream or half and half which with how severe my gastroparesis is, I cannot tolerate the fat in either. The cafeteria also had nothing that I could eat for lunch. Staff didn't seem to care that they're gastroparesis unfriendly and that Ive been here since 6 this morning and its now the early afternoon. When in surgical services family waiting area, the nurse that takes the patient back to pre-op, she picks and chooses who can have more than 1 person back with them at first. She does this based off again. If you're an adult child with your parents (1 parent is having surgery) adult child or spouse is allowed back with patient at first. Ive waited over 2 hours and counting to join my parents before my dad goes in the OR for a surgery he could die during. Surgery is in 10 minutes so I didn't get to see him beforehand. But, little children can go back right away, going over the 1 person with patient rule. And now, she's letting everyone go back with patient. Age discrimination just a bit when it comes to how many guests and be with a patient in pre-op or maybe its due to the fact I'm covered in tattoos. That might be the reason since even when I was a patient, I got treated differently with all the tattoos. The stares and comments from the staff even at my beside when I was a patient. The lady in working in the gift shop was so rude, I turned around and walked out. I don't appreciate being ask, "what do you need, lady?" Thank goodness I'm only here cause my dad is having surgery. Also, thank you for the reminder to the many reasons I left St. Luke's to go to Lehigh Valley Health Network. St. Luke's is a great hospital if you want to consistently see employees walking the halls while texting on their phones. I've seen numerous employees glued to their phones while getting off the elevator and bumping into or walking into guests. Employees don't even acknowledge the person or apologize, they just keep on texting as they walk away. Second picture is a location where you might get run over by an employee glued to their phone coming on/off the elevator. *update* wasn't allowed to see my dad pre-op and now he's in ICU on a vent and they don't know if he will ever wake up again. His doctors are rude in ICU room and ignore family in the room."