Frustrated!

With the staff at C.O.M.P. I'm starting to question my choice of this program. Not because of the doctor, but because of the seemingly incompetent and uncaring front office staff. I was in the see the doc last on 9/24/07, which was to be my last visit before submitting for approval.  They assured me they were submitting no later than 9/26/07 (I hand carried my psych evaluation so they had to review it more carefully). My insurance company didn't log in the request until 10/4/07 and that was after my 2 calls back to the office.  Then, the insurance company told me on 10/5 they didn't receive the supporting documentation and office notes, etc.  So, I called doc's office back and left messages, and was assured the info would be sent.  I've followed up with insurance who just kept telling me it was pending, wouldn't tell me if they were missing things. But, I have called at least once each day since 10/4. Today, I receive a letter in the mail, dated 10/8, that they are missing the letter of medical necessity from my PCP, the office notes from my supervised weight loss, and my 5 year obesity history.  How many times was I going to call before they told me it wasn't there? I called the insurance company, they said the reason they didn't tell me it was missing was because it was up to the doctors to provide it, not me.  Well... then why did they send me a letter? Postmarked 5 days after it was written, I might add. I called the docs office, and got a receptionist who just kept taking messages (I called 3 times today).  I told her I need to have this surgery before mid-November (I work in retail), or put it off until end of January, and that is not acceptable to me.  I also told her I regret my choice of this doctor if this is how they are going to handle their patients. Do I call the doctor?  Would it do any good?  I'm really starting to wish I had gone with a different practice. This unprofessionalism is not only maddening, but it is scary, when you are putting a lot of trust in a doctor, you expect his staff to be competent. So much for trying to exercise some patience.

Kathy,      I am sorry that this is happening to you. Man I can't stand it when people simply don't do their job. It really ticks me off. I hope that you can get it all straightened out ASAP.  I have to call tomorrow, its been a week since mine was supposed to be sent in. SO I am getting antsy. I am a teacher and would really like to so my surgery over the Christmas holiday. We have 2 full weeks off, so my hope was that if I did it the week after Christmas then I would only miss a week maybe from school. If not then I may HAVE to wait until summer. And man I really don't want to do that.  I would probobly drive to the DR's office with the letter from your insurance and get it straight. Best wishes.

Kathy Take your health care by the bull horns.  It is over and you need to let him office know who is the boss.  You pay for your health care one way or the other, they work for you.  Call the office manager and tell her how you feel but most important you tell your surgeon.  If not the next person coming in the door will get the same treatment.  I work in health care and would not like to be treated that way.  I work my azz off and it is bad staff that gives the words Doctors Office a bad name.  BITE BACK BABY! Hugs Kristen

Hi Kathy, Geez I am sorry to hear this happened. If you can go to the office, I would and not only that I would insist that they give you copies of the paperwork that you need. It is your medical record so they should not have any problem making a copy for you. I would totally make a big stink. I agree people who do not do their job irritate the heck out of me. My PCP doctor was alittle paranoid and gave me copies of everything and you know , when I went for my pre-op nurse visit. They did not have a thing. Thank goodness I had copies with me.  Just a suggestion. Good luck with however you proceed.  ~Kim

I went through the same procedure DVR is my surgeon and Rose the insurance person is the only one left of the original office staff and she is slowwwwww but does finally get the job done.  For me the approval process and the waiting was the worst part of this whole thing.  After you get the approval you will then find that the surgeons are booked for about 2 to 3 months so it takes that long to get a surgery date.  You have to remember that every patient they have are going through the same process and the doctors seem to realize it so I am not sure if complaining to them would help, they are worth the wait I have been complication free and am 10 months out.  Good luck on your journey, just when you think you can't take anymore it will happen :>)

Stephanie

I have to agree with Stephanie. Although, the changes in the office are extremely frustrating, Dr. Mo is worth the wait. I would however, speak to the office manager and follow it up with a letter sent to Dr. Mo. I had some issues with my gyn's office staff. I let him know how I was feeling as a result of my experience. It changed.

Kathy - I am soooo sorry you're going through this.  I hate to say this, but my process was soooo easy - of course, the staff was different, too. DVR has worked long and hard to build his practice into a good one, and I know Dr. Mo is right on board with him - as their patients, we deserve the best treatment from them and their staff. I urge you to contact either of the docs or Kathy - unfortunately, I don't know anyone else there anymore, but I know they'd be distressed to learn of the problems people have been having. The squeaky wheel and all that.... Hang in there, Tia

Hi Kathy, I'm sorry, but I definitely understand.  Drs. Mo and DVR are the best part about the office and the rest is horrible.  I've never regretted my decision to have Dr. Mo as my surgeon, but there were many times during the process that I wanted to bomb the office staff.  (I'm currently waiting for a $1000 refund and getting more frustrated each day). I would suggest going by in person (if you can) and asking to speak with Claudia.  The last two times that I had difficulty, I spoke with her and she helped.  And, don't hesitate to ask to speak to Dr. Mo.  He's very helpful and does not want patients to get discouraged by the office inefficiency.

Kathy: Talk to Dr Mo:  call the office and raise holy Hell; You have waited six months; done everything they asked you too The office staff has got to get their act together. They can not operate their practice this way:  they will lose many patients . If you cann't talk to Dr. Mo ask for Kathy.

Hi Kathy, This all sounds soooooo familiar. It was over 6 months wait time for me and I didn't have any insurance crap. Watch, all of a sudden you'll get a date, then a call to move the date up. Sadly, the office peeps are still playing catch up, but to their credit I did get call backs, just not quickly. One night Dr. Moei called me after 8 pm. That was a surprise. I don't think he has a clue to the scheduling unless he is sitting right next to Kathy. It sounds like you are doing all the right things. There is a fine line between persistance and annoying. I hope this ends soon for you. Mark