I rarely leave negative reviews, but I feel other patients should be aware of our experience.
My father is 82 years old, diabetic, and on dialysis three times a week. On June 24, his pharmacy notified us that his medication required a prior authorization from this office. Because the authorization was not completed and the medication was medically necessary, we had to pay out of pocket to ensure he did not go without treatment.
Since then, we have called the office numerous times, spoken with multiple staff members, and repeatedly explained the urgency of the situation. Despite multiple follow-ups and escalations, the prior authorization was still not completed in a timely manner. We were even hung up on during some of our calls, making an already stressful situation even more frustrating. At no point did we feel that the seriousness of my father's medical condition was being taken seriously.
What is most disappointing is that my father, an elderly patient with significant medical needs, has had to endure the stress and uncertainty of this situation. He is fortunate to have family members who can advocate for him, make repeated phone calls, and navigate the healthcare system on his behalf. I cannot help but think about patients who do not have that support. No elderly or medically vulnerable person should have to fight this hard to receive a medication they have already been prescribed.
It is deeply concerning that clinical issues like medication prior authorizations appear to be handled through a call center that is unable or unwilling to appropriately address urgent patient needs. Patients deserve timely communication, compassion, and a process that prioritizes their health--not repeated transfers, unanswered requests, or disconnected calls.
The way this office has handled this situation has been unacceptable. I am sharing our experience because I genuinely do not want another patient or family to go through what we have experienced. I sincerely hope this practice improves its prior authorization process, communication, and overall care for medically vulnerable patients. read more
