Anyone have experiences with Duke?

I am traveling from Yorktown, VA to Duke to see Dr. Sudan for a DS.  I've been to the seminar (3rd one), had my psych eval (2nd one), had my nut consult (8th or 9th?) and my "new patient' appointment with Dr. Sudan.  (I was previously approved for RNY back in December 08 with a local surgeon, but it was cancelled and I'm now going for the DS.)  I had my pre-DS blood work done, too.  This was all completed in June. 

I called this week to make sure there was nothing else I needed to do (even though I was told this by the front desk when I left my appointments in June) and to make sure they had sent off for insurance authorization.  I spoke with Barbara (who has been pretty helpful in the past) and she said I need a date before they send off for approval.  Well, this makes no sense to me, but I understand that you've gotta do what you've gotta do to get the surgery you want.  I asked what do I need to do to get a date and she didn't know and was supposed to call me back.  It's been a few days and I've heard nothing.  I will call again tomorrow if I need to. 

She also told me about my lab results (which I already knew as I have one of those online accounts with Duke) and that I need to add 5000 IU of D3 (which I also already knew).  Thing is, if I didn't already know this, they were going to wait until it had been 3 weeks and I called to tell me?

I'm not impressed with the staff so far and am wondering if this is par for the course or if I'm just having a streak of ****ty luck.  Regardless, I will stay on top of things and plow ahead as it's been a long journey for me to get the DS and I'm thrilled that Dr. Sudan (an excellent DS surgeon) has come to Duke since there are practically no other reputable DS surgeons along my section of the east coast.

Thanks ahead of time for your replies!

Hi Tessy,

First of all welcome to NC!

I had my surgery through Duke and my husband had his there as well.  Duke has an excellent technical program and theyare working on getting their admin stuff in line. As you probably already know, Duke is one of the 8 ASBS Centers of Excellence in the North Carolina and as such pull in clients from all over NC, VA, TN, GA and SC. They have had some major challenges and changes in their program ove the past couple of years. It has grown exponentially and I think that has been part of the problems that they have had with some of the front office staff. That said, their medical staff is top notch and they are aware of and working on the other issues. I have seen major, positive changes since I had my surgery 2 years ago. Now they have a bariatric coordinator that works with the hospital to ensure that you have as positive an experience as possible. You will be on a bariatric wing that has been especially designed to support the needs of a bariatric patients. 

I know that from an insurance perspective, the insurance generally requires a named surgeon and surgery date to submit to the insurance for determination (aka 'approval.') In my case and my husband's that date was really just a 'dummy date' or place holder. We got our 'real' surgery date after we got a positive determination from the insurance company. Generally, they don't submit you for insurance approval until you have met with the team. You will meet with your surgeon within 30 days prior to your actual surgery date... this is an insurance requirement. Normally, after you meet with your surgeon, you also meet with the rest of the team and then go over to the hospital to take care of whatever needs to be handled there and you meet with the bariatric coordinator. 

You are welcome to read through my blog to get a better sense of my early journey with Duke if you like... while our surgeries are different, it might give you a 'view' of what to expect. I started my 'official' journey in March 2007and chronicled it in my blog.

Wishing you all the best,

Yep... the office staff sucks.   Good news its better now than it was last year.  I almost cancelled twice because I was so ticked at the office/appointment/paperwork people.  Seems no one new what the other was doing.  It took me close to a year to get everyone on the same page.    I can't say I am thrilled with Duke.  If it were my PCP practice, I would change.  But only having to deal with them once every few months, I can deal.  Can't say I had much confidence - but everything worked out well.  My surgery was done on 1/21.... went home on 1/22.... no complications.  I followed the rules and have had no problems in the slightest.  I only had to call Mary - at that time not sure still is... the coordinator, because I couldn't get Patrick - the nutrionist to call me back.   She called within about 2 hrs.. answered my question and all has been good since then.  My insurance would only cover Duke because it is the center of excellence, so I had to stay with them.  So.. I guess I am saying....I didn't like Duke.. but have no complaints about my surgery.   I did write a letter early on to administrator of Duke Weight Loss Surgery Center and  my insurance company.  Can't say it did any good.   I would stay on them.   Know what you want and what you need.  Sounds like you are doing a good job.  You mentioned something about lab work.  Just to make sure you know, with my RNY - they didn't do anything at 3 weeks.. doc came in for about 2 mins after nurse talked to me.. asked if I had any questions, then gone.  At 3 months I knew there would be labwork.. but.. they don't do it.  They give you an RX and you can go over the Durham Regional and get it done, or go to your PCP and have it faxed.  I didn't want to wait at Durham, so had it done at PCP.  At 6 months I made appt with PCP for day after appt at Duke because I figured it will be the same thing again.  Good Luck.  BY THE WAY!!!  I grew up in Newport News... hubby was stationed at Coast Guard Base in Yorktown!!!

I agree... it's alot better than a year ago.. If you are wanting the hand holding experience, you will not get it!!  They seem to be too busy for that.  I had so many issues with the insurance and was denied multiple times due to lack of communication between the office and the insurance.  I had to get on the horn with the insurance and find out what they needed.  Then I had to write an appeal letter bridging the communication gap.  I may have had to go through alot but honestly, I am glad for it.  It made me realize how bad I did want the surgery.  It was quick and painless.  I credit the doctors at Duke for this.  I still have problems getting in touch with the appropriate people sometimes however, when I do get someone, they are always knowledgeable and helpful.  So, it comes down to do you want convenience or do you want skilled?  Being that it was such a big step in my life, I wanted skill and knowledge.  And while I have only met Dr. Sudan one time, I was in a followup session with one of his patients who had the DS.  We all thought that the patient was a doctor because he had no weight on him at all...

Good Luck in whatever you choose.

Thanks guys!  I am definitely in it for the long haul with Dr. Sudan.  I definitely want the DS and he is the best surgeon around for that. 

At least now I know to really stay on top of the office staff.  I guess I'm about to become one of their annoyingly persistant patients. 

So sorry to hear Duke is still having these problems. I had my RNY 1 year ago. It took 1 1/2 years to get threw the adminstrative problems. I finally told them I was going to go to UNC Hosp. to have it done and they finally submitted to insurance and got approval within 24 hours. I guess being nice gets you nowhere. Thank God the Adm. Staff doesn't do the surgery. LOL I would go again to Duke in a heartbeat but would let the doctors be more informed of their weak staff. I never had one minute of problems with my care after the surgery. I did have to call Patrick and within 2 hours he returned my call. Dr. Pryor was simply amazing.

I now live on Lake Gaston, VA and if you have any questions or can help feel free to call or email me. Good Luck.