I rarely leave negative reviews, but after giving Frontier Dermatology multiple opportunities to…read moreaddress my concerns directly, I feel it's important to share my experience.
Before scheduling a cyst removal procedure, I specifically asked whether it would be covered by my insurance. I was told the office would verify my benefits and let me know before scheduling if there were any issues. I later received a call stating that it was covered, so I moved forward with the procedure.
Instead, I was surprised with an approximately $800 bill because the charges were applied to my deductible. At no point was I provided with an estimate of my financial responsibility or told that "covered by insurance" could still mean I would owe hundreds of dollars out of pocket. When I contacted both Frontier Dermatology and my insurance company, neither was able to resolve the issue, and my insurance representative even stated that the provider should have explained the deductible before the procedure.
Unfortunately, that wasn't the end of my experience.
During my follow-up appointment to have the stitches removed, the provider commented several times that she was having difficulty removing them. Before leaving, I specifically asked whether everything had been removed, and I was told, "I'm pretty sure I got it all."
One area never healed correctly. I returned to the office because I believed a stitch had been left behind. After examining the area, including having a physician take a look, I was told they couldn't find anything and that it might just be an irritated hair follicle.
Several months later, the same piece of stich finally worked its way to the surface. I scheduled another appointment--this time at a sister location because my regular office couldn't get me in promptly. When I arrived, I learned my appointment had been changed from a nurse practitioner to a physician without notifying me beforehand, and I was required to pay a $60 copay.
The physician immediately confirmed what I had suspected all along: a stitch had, in fact, been left behind from the original stitch removal and removed it during that visit which I was told I wouldn't be charged for, yet months later I'm paying for their mistake.
I don't believe patients should be charged to correct a complication caused by incomplete follow-up care, especially after raising the concern months earlier.
I filed a formal complaint with Frontier Dermatology requesting a review of the situation, a refund of the copay for the corrective visit, and assurance that I would not receive additional charges related to removing the retained stitch. Staff assured me someone would get back to me quickly.
It has now been more than a week, and I have not received a phone call, an email, or any acknowledgment of my complaint.
Mistakes can happen in any medical practice. What matters is how those mistakes are handled. My frustration comes not only from the billing issues and the retained stitch, but also from the lack of communication and accountability afterward.
Make sure you have them sit down with you to review costs, insurance coverage before agreeing to any procedure or you'll be in for an unwelcome surprise!
