I have been forced by the horrible performance of your office staff to change doctors. As you know,…read moreI've many times complained of how bad the office staff is at your present group. I've told you before that I was going to change doctors because of the staff issues. The old office was fine. But ever since you've moved to that group you are now with, apparently they are too cheap to hire qualified, knowledgeable, conscientious or even adequate people.
One small symbol of this is that when I go there, I pay the bill in full. Then I get a bill in the mail indicating what I paid wasn't the full balance. It's often an odd number, never consistent, and it just indicates that they don't know what they are doing. Of course, that's not why I'm changing doctors, but it's one indication as to how abysmal their performance is.
Calling to get answers just leads to being left on hold forever. That indicates very bad understaffing. Nobody responsible ever answers. I still haven't been able to reach Jennifer Stewart. These people just won't do their jobs competently. They don't have the integrity or sense of conscientiousness one would expect from a medical practice - certainly I would never allow them to work in my law office. They would never last a week. If someone left a client on hold as long as I've been left on hold by your office, they'd be out the door that day. Our office staff is expected to behave as professionals. Yours apparently, not so much.
I was supposed to be switched to the at-home Xolair. Your staff claimed to have gotten authorization for that from the insurance company - eventually, after several months of reminders. But that was apparently a lie. They never had. I learned from YOUR STAFF just yesterday that it was never authorized for at home use. They had never, ever, done their job.
I was supposed to get it in June. It never happened. Eventually I made an appointment to come in and get it in August, in the office. According to someone who said she works from home and is named Jessica (I really can't say I believe her) I never contacted your office about this until December, but obviously I (1) made an appointment to get it in August, so I had told your office that I hadn't gotten it, and (2) came in to your office in August, so again, told them that I hadn't gotten it.
Only after I pointed that out to her she said that in August they re-ordered it again, doing what hadn't worked before, and didn't work the second time. She said at first that I'd never contacted them about this issue until November. Why did she lie to me? They knew in August.
After three months of waiting, I called again in November. Again, nothing was done. They did no follow up to find out what wasn't working. None. Nobody contacted me for more than a month, so I contacted your office again.
Then in December, after a month, I called again. NOW they say the insurance won't cover at-home delivery. They said they had authorization in June, but now they say it's not covered. It seems to me they either are lying, or just never did their job. It's not just frustrating - it is verging on malpractice to allow your staff to not do their jobs and to lie to patients. It certainly puts patients at risk.
If I have a case in which motions need to be filed, and my secretary either doesn't file them or doesn't follow up, she's out of a job. Are prescriptions so much less important? Apparently so. At least to your staff.
When I try to find out what happened, I get left on hold for more than an hour amongst multiple calls. Really? Nobody is willing to be honest with me, or show me any records of what REALLY transpired. They are stonewalling and lying to me. It's intolerable. And how am I supposed to follow up with your office when it's clear that nobody cares because nobody has to?
Unfortunately, you seem to be a good doctor, but you've surrendered your integrity, reputation and practice to a medical group that has no concern whatsoever about patient care, but only about maximizing profits by hiring the least skilled, least competent, and least conscientious beginners they can find - and not even having enough of THEM to get the job done. I know you're better than this. I know that you know how bad your staff is. I've told you. This isn't news to you. But you've put up with it, for whatever reasons I cannot fathom, but you should not. Are you really making that much more money that this is worth it to you? You should leave that group of bloodsucking thieves and demand a staff that cares about patient care. It reflects very poorly on your medical ethnics that you remain there. You know better, you are better than that, but still the problems persist and you look away. I cannot understand it.
It is quite sad, really. I didn't want to change doctors, but if I can't trust your staff, I can't trust you. Goodbye.
