Doctor is wonderful, his staff is totally obstructive…read more
(sorry, but this is long...)
I arrived for initial consult - staff handed me a 10 page form to fill out. It is all duplicates of what is in electronic medical record (MyChart, Martin Memorial). I asked if they had access to MyChart, was told yes. I asked if they could print out at least my list of meds. (15 meds). They said "you didn't bring them?". I said I was surprised, since they were in the electronic record, and nobody had said for me to do so, I would have brought a printed out list!
If I knew they had this questionnaire, I would have picked it up days before and brought it in completed.
I have macular degeneration, need magnifying glass to read their forms, which are illegible photocopies. I have peripheral neuropathy, I have to type, my writing is spastic.
Took me 45 minutes but I filled them out best as I could.
Dr Kaul was fantastic. He did excellent evaluation and gave me good information about my condition. He ordered several tests, and set an appointment for me to come back after the tests.
One of my tests, CAT scan of chest, requires Prior Authorization from my insurance. I had to call the following week to tell the staff person who scheduled this for me. She surely should know this, as she knew also what facilities are preferred providers for the various insurance plans. She said and did nothing about the P.Auth.
I called my insurance and asked if CAT scan needed P.A., and they said that the referring doctor's office must request the P.A. This is the standard procedure, is in contracts all insurances have with the Dr. offices.
I called Dr. Kaul's office, and staff person told me to have my Primary Doc get P.A. He is not the one who is requesting the CAT scan!! My Primary doesn't have the info to answer their questions - that is why he referred me to Dr. Kaul! I advised her of this and asked her to please process the P.A. request. She hung up on me.
I called insurance P.A. dept, they said the referring doc office is who requests the P.A. , and that they all know that. She took info from me, gave me a tracking number, and asked that the Dr office contact them with request. I called Dr. Kaul's Office, and staff said for insurance to fax them what was needed. I said that insurance company told me that P.A. MUST be initiated by Dr office, that they all knew that. She asked where I was having the procedure. I told her, St Lucie West. She said that THEY should request P.A., and that *I* should call them!
I asked her if she could facilitate this, please. She said she would see. I still do not have prior authorization. I can NOT afford this procedure, it is covered by my insurance IF the Dr.'s office does what is needed. I NEED HELP so that Dr. Kaul can finish evaluating and treating my COPD.
I have been polite, never raised my voice, was not rude or demanding, not said bad words. I have been courteous and only requested normal procedure so I can get medical care that I need. It is beyond my understanding why on earth the staff is so obstructive and hateful!
UPDATE: Days later, my insurance company called this office. I am not sure what was said, but suddenly someone I had never seen before called me from that office, all helpful, said she had sent in the Prior Authorization request. She first asked what the insurance company had told me about them, then said never mind, "We are here to help you!". I have a feeling that the insurance company read them the riot act; they (ins) had told me that they had several complaints about his office staff.
UPDATE: 3 months later, I had my pharmacy request an Rx refill. They did not hear back from the Dr office. I called the office, and someone said they would get back to me. They did not get back to me, did not send refill Rx to my pharmacy. I need this med to breathe!!! I had my primary do the Rx refill, and will never go back there. I would travel an hour to see someone else. That staff are snotty, rude, and try to mess patients up. A shame, because Dr Kaul himself is very good.
