HackensackUMC At Pascack Valley

I gave birth at HackensackUMC At Pascack Valley. Everything that is related to medical personnel and procedure and stay is amazing! Nurses were great, very caring, dr was professional.
The only thing that I want to share is HUGE issues I’m having now is with the billing department. People there don’t work, their whole system sucks. For more than 6 months they keep sending me bills and fail to submit my bill to the secondary insurance. Every time I call them I provide same information again and again. I tried to talk to manager but he won’t call me back. Horrible!!! I wouldn’t be surprised if hospital will get closed eventually because of the lousy job of billing personnel.

Unfortunately, I’ve been here twice.
The first time the care was sub par at best and slow, slow, slow in a near-​empty ER. They sent me home with a relatively clean bill of health. Fast forward to the local walk-​in clinic the following day where I was diagnosed practically on sight by a PA. Aftermath of a slightly delayed diagnosis followed… simply delightful.
My first experience was several years ago, and while annoying, not enough to keep me away. My second experience was markedly better… I received quick, courteous, accurate care. 5 stars all the way. I wish I had the names of the intake admin, nurse, and MD that helped me that time, because they are the ONLY… THE ONLY… reason I would ever come back here, or take a loved one here, ever again… EVER AGAIN… unless someone was truly in a life-​threatening situation.
BOTH times the billing department has been an absolute nightmare to deal with. So much of a headache that I would rather drive to another surrounding ER, if I have the time to spare, next time I find myself or a loved one in need. Which is hopefully never, for a number of reasons.
It is also worth it to note that although they proudly display HUMC everywhere, when you have a problem, don’t expect to find any help or support from anyone at the «actual» HUMC. They’ll swear to you up and down that they’re separate entities.

Arrived with a non life threatening issue. The pace of this ER is slow and slower. Don’t come here if you really need emergency care.

Never again!
Went to the ER with my husband for pain associated with a fall. When we arrived, it was not at all busy and after filling out a few forms, we were brought into the exam area. The nurse was pleasant and did his preliminary work. He then had another person come in and consult. I asked about her title and the nurse answered that she was a PA or maybe a nurse practitioner. He wasn’t quite sure. Anyway this person did a quick exam and asked my husband if he would like some pain medication. He replied that he would but he had a bad experience with Percocet. She then offered a different medication which he agreed to take. We waited close to an hour. The nurse brought the meds and mentioned that it was percocet. Again my husband explained that he had a bad reaction to that in the past. No apologies, another 20 minutes or so before new meds were given. X-​ray technicians arrived and said they would be x – raying one knee, even though my husband complained of pain in both knees. Eventually he did get both knees x-​rayed and then the waiting continued. There is no physician at this sight to read the x-rays.We were told that the films go right to the hospital’s main campus where it is read by 2 doctors and the waiting continued. After several hours, we were told that everything was fine and we could leave. By this time, both the nurse and the other person apologized for the delay and said that they had contacted someone in «upper management» to get the x-​ray results read and reported. We were never told what caused the delay, which I understand is not the obligation of the staff, but I wonder how much longer we would have waited had we not complained. The response from the PA was that if we had gone to the main hospital, our wait would have been even longer. When I read the reports when I got home, there was an attending physician listed as the person who provided care. We never met or saw the doctor whose name appeared on all the forms. Is this the norm for visits to an ER? All told, we spent over 5 hours at this facility and had to return to get copies of the x-​ray report which were not given to us at the time of discharge. I am feeling disappointed and let down because until this incident, I had always had a positive experience at Hackensack University Medical Center.

Last week on Wednesday night, I got bit by an insect and began to have a reaction. By Friday mid-​afternoon, one of the areas where I got bit was swollen and red. I went to my primary care physician (PCP) and upon examination, he recommended that I go to the ER at HUMC at Pascack Valley right away. Apparently infections of the hand can turn bad really quickly and it was obvious the infection on my hand was spreading. I took myself to the ER and got admitted.
The doctors and nurses in the ER at HUMC were exceptional. I’m very skiddish when it comes to needles, to the point where I’ve passed out before and have gotten cold sweats and almost vomitted. I usually warn nurses that about this issue. The nurses at HUMC were all very polite and super attentive. Although I thought my reason for being at the ER (I needed IV antibiotics for cellulitis), the doctors and nurses in the ER didn’t treat me like a nuisance or a bother. They still treated me as though I were as important as the patients around me who had more serious injuries/​issues.
The attentiveness and professional care did not change when I was finally admitted to the hospital for observation. Upstairs, the nurses and doctors were swift and listened to what happened. They were friendly and courteous.
I’m really glad I went to HUMC to have my infection addressed– I was given the care I needed and then discharged.