I have been a Summit Spine patient for several years and have generally been pleased with my care, but my recent experience has left me extremely disappointed and concerned.
At my follow-up appointment with Dr. Gabriel Marrero after a lumbar epidural injection, I explained that the procedure had actually increased my pain for several days afterward, sometimes to the point that I could barely walk. While physical therapy was providing some relief, I continued to experience severe pain radiating from my lower back into my left hip and down the back of my leg, particularly around my knee. Based on that discussion, a second lower back injection was scheduled for two weeks. Ultimately, that appointment was moved to a later date.
A week before the procedure, I received a call from billing informing me that insurance had denied authorization because the order submitted was for a neck injection. This made no sense given that my complaints and treatment had consistently involved my lower back. I was then asked to contact both my insurance company and PCP to resolve the issue and refer to the physician notes which I have no control over, despite having a valid referral already in place. After multiple phone calls, a supervisor finally explained that the wrong procedure code had been submitted when the appointment was rescheduled and assured me the error was being corrected.
Unfortunately, the confusion continued on the day of the procedure. After arriving early, I was informed there was little documentation regarding the correction and had to recount the entire situation yet again. Following additional communication with the office, I was told the code was being corrected once more. When I asked whether anyone had confirmed the discrepancy with Dr. Marrero, I was told that he stated if I wanted the injection in my lower back, he would perform it there.
That response raised even more concerns. If his notes truly indicated a neck injection, why would the procedure simply be changed based on my preference? Why did the documentation not match the discussion we had during my follow-up visit? Was this a documentation error, or were notes carried over from a previous visit without being properly updated?
Ultimately, I canceled the procedure and left. Between feeling rushed during my follow-up appointment, the conflicting documentation, repeated administrative errors, and the apparent uncertainty surrounding the procedure itself, I no longer felt confident proceeding. My greatest concern was whether the physician was fully prepared and operating from accurate information.
I am deeply disheartened by this entire experience especially since Dr. Marerro is usually very attentive and thorough. read more
