Do you know of any NH surgeons who accept patients from other practices?
I am SO fed up with Atlantic Surgeons (through Portsmoth Regional Hospital) that I want to find another practice for follow up treatment (lap band fills, routine check ups.)
Does anyone know of another surgeon in southern NH (Manchester area) who will do fills on a pateint whose surgery was performed elsewhere? I haven't bothered calling around yet- I thought I'd ask here first for recommendations.
Thanks in advance.
Does anyone know of another surgeon in southern NH (Manchester area) who will do fills on a pateint whose surgery was performed elsewhere? I haven't bothered calling around yet- I thought I'd ask here first for recommendations.
Thanks in advance.
Well, a year ago (April 2008) I had met all the program requirements, and went to meet with Dr. P to discuss the surgery. A month or so later, a bill came for the visit, along with an insurance denial. The next time I went to the office (which was in June, 2008), I spoke with the woman at the desk. I told her that I'd gotten a denial letter from the insurance company, and I asked if she could check the diagnosis code and resubmit the claim.
She said, "No, I won't commit insurance fraud for you."
The reason I asked her to check was because I didn't fall off the turnip truck yesterday. ANYBODY who has ever been to a doctor's office before knows that VERY often, the diagnosis code is submitted incorrectly, which leads the automated insurance company system to throw it back as a denial.
I was really embarrassed (especially because my husband, who is quite literally, an expert on insurance fraud in the health care industry) was standing with me. (Thankfully, he assured me that I had in no way suggested any fraudulent act by requesting a review of the documentation accompanying the original claim.)
Right there on the spot, I used my credit card to pay the $325 bill from the April visit. But on the long drive home, I thought more about it, and it just seemed like it should be covered, so as soon as I got home, I called the insurance company and explained the weight loss program. Within five minutes, the customer service rep said, "Yes, that should have been covered- we will pay the claim right away."
A few days later, the updated statement of benefits arrived, showing that the claim was indeed paid.
I had my surgery in July, and when the bill for that came in August, I paid it.
In September, I realized that I had never gotten a refund from the April visit (which had been paid for by both me AND the insurance company), so I called the office of Atlantic Surgery. The woman who answered the phone snapped at me and said that they didn't discuss billing issues, and I'd have to call the billing company.
So, I called the billing company and left a message on their voice mail. After a few days, I called again, and left another message, but my calls were not returned.
In October, I called Atlantic Surgery's office again, and tried to explain the situation. Again I was told to call the billing company. They gave me a different number. I tried again and left another message, but the call was not returned.
In November, I called the office again, and was given the same response- that they don't discuss billing issues with customers.
In December, I went in for a fill. I figured the bill from that surgical procedure would be deducted from the $325 balance, so I decided to just let it go.
In February, I recieved a bill for the December fill. I called the billing company three times over the next two weeks. Finally, after the third message, someone called back and told me that their billing company doesn't do any billing for Dr. Paciulli. After getting the run around from them, I was finally connected with Kathy, who does the billing for Dr. P.'s office.
She informed me that my payment from the April 2008 visit had been refunded to the office in August 2008, and that I would need to discuss the issue with them, since it was out of their hands.
So basically, Atlantic Surgery is telling me to talk to the billing company, and the billing company is telling me to talk to the surgeon's office. Meanwhile, I have a NEW bill from the office, and they're holding on to the $325 that I had paid them eight months earlier.
I called Atlantic Surgery, and was yet again told that they would not discuss billing issues with me. I asked to speak with the person who was in charge of submitting information to the billing company, and I was told that they just all "sort of" handled it for the surgeon they work with.
After many aggravating conversations, I finally convinced the surgeon's office to call the billing company to confirm that what I was telling them was correct.
At that point, the surgeon's office called back and told me that THEIR records showed that they had refunded the money to me back in August. I told them that neither the credit card company nor I had recieved any refund. I asked them to send me some sort of evidence, such as a credit reverse slip or canceled check. I was told they would check the records again. ( I swear, if they weren't so disorganized, I'd think someone was embezzling money.)
After still another phone call in March 2009, a check was sent to me. No apology, just a check, for $190. Supposedly, the rest of the money was not refunded because I had incurred "other charges" in the meantime.
When asked what these other charges were, I was given another nonsense answer.
This is when I spoke with an attorney (it's convenient to have one in the family.) Today, I called and spoke with Erica. I asked for a copy of the services rendered as well as the charges incurred. And yet again, I was told to speak with the billing agency. I mentioned the conversation I'd had with the attorney, and ALL of a sudden, she was able to get the information I had requested repeatedly over the last few months.
Supposedly, the ledger will be put in the mail tomorrow, showing the charges. Hopefully this will be the end of this fiasco. I understand that I may have incurred other charges and that's why they can't refund the entire overpayment; however, I haven't gotten any bills from them for these alleged charges, nor has my insurance company.
This whole situation has made me want NOTHING to do with the office, and that's a shame, because I really do like Dr. P. I'm just really annoyed by the whole thing. I'm annoyed by how much I spent on long distance charges dealing with them. I'm annoyed by how difficult it is to even speak with someone at the office because their lunch break is at the same time that my lunch break is (and that's the only time I can make phone calls) and that their answering service can't connect customers with non-medical issues to a voice mail system. I'm annoyed by how much of my time has been spent with this issue- an issue that could easily have been resolved had ANYONE been willing to take some responsbility.
I don't think patients should ever be treated like this. I understand that mistakes happen. They made a mistake. Instead of denying it or refusing to discuss the matter, it would have been nice if somebody had just said "I'm sorry this happened- let me look into it and see if I can get it straightened out." Instead, I've spent a good part of the last year trying to get it straightened out, and that is infuriating.
She said, "No, I won't commit insurance fraud for you."
The reason I asked her to check was because I didn't fall off the turnip truck yesterday. ANYBODY who has ever been to a doctor's office before knows that VERY often, the diagnosis code is submitted incorrectly, which leads the automated insurance company system to throw it back as a denial.
I was really embarrassed (especially because my husband, who is quite literally, an expert on insurance fraud in the health care industry) was standing with me. (Thankfully, he assured me that I had in no way suggested any fraudulent act by requesting a review of the documentation accompanying the original claim.)
Right there on the spot, I used my credit card to pay the $325 bill from the April visit. But on the long drive home, I thought more about it, and it just seemed like it should be covered, so as soon as I got home, I called the insurance company and explained the weight loss program. Within five minutes, the customer service rep said, "Yes, that should have been covered- we will pay the claim right away."
A few days later, the updated statement of benefits arrived, showing that the claim was indeed paid.
I had my surgery in July, and when the bill for that came in August, I paid it.
In September, I realized that I had never gotten a refund from the April visit (which had been paid for by both me AND the insurance company), so I called the office of Atlantic Surgery. The woman who answered the phone snapped at me and said that they didn't discuss billing issues, and I'd have to call the billing company.
So, I called the billing company and left a message on their voice mail. After a few days, I called again, and left another message, but my calls were not returned.
In October, I called Atlantic Surgery's office again, and tried to explain the situation. Again I was told to call the billing company. They gave me a different number. I tried again and left another message, but the call was not returned.
In November, I called the office again, and was given the same response- that they don't discuss billing issues with customers.
In December, I went in for a fill. I figured the bill from that surgical procedure would be deducted from the $325 balance, so I decided to just let it go.
In February, I recieved a bill for the December fill. I called the billing company three times over the next two weeks. Finally, after the third message, someone called back and told me that their billing company doesn't do any billing for Dr. Paciulli. After getting the run around from them, I was finally connected with Kathy, who does the billing for Dr. P.'s office.
She informed me that my payment from the April 2008 visit had been refunded to the office in August 2008, and that I would need to discuss the issue with them, since it was out of their hands.
So basically, Atlantic Surgery is telling me to talk to the billing company, and the billing company is telling me to talk to the surgeon's office. Meanwhile, I have a NEW bill from the office, and they're holding on to the $325 that I had paid them eight months earlier.
I called Atlantic Surgery, and was yet again told that they would not discuss billing issues with me. I asked to speak with the person who was in charge of submitting information to the billing company, and I was told that they just all "sort of" handled it for the surgeon they work with.
After many aggravating conversations, I finally convinced the surgeon's office to call the billing company to confirm that what I was telling them was correct.
At that point, the surgeon's office called back and told me that THEIR records showed that they had refunded the money to me back in August. I told them that neither the credit card company nor I had recieved any refund. I asked them to send me some sort of evidence, such as a credit reverse slip or canceled check. I was told they would check the records again. ( I swear, if they weren't so disorganized, I'd think someone was embezzling money.)
After still another phone call in March 2009, a check was sent to me. No apology, just a check, for $190. Supposedly, the rest of the money was not refunded because I had incurred "other charges" in the meantime.
When asked what these other charges were, I was given another nonsense answer.
This is when I spoke with an attorney (it's convenient to have one in the family.) Today, I called and spoke with Erica. I asked for a copy of the services rendered as well as the charges incurred. And yet again, I was told to speak with the billing agency. I mentioned the conversation I'd had with the attorney, and ALL of a sudden, she was able to get the information I had requested repeatedly over the last few months.
Supposedly, the ledger will be put in the mail tomorrow, showing the charges. Hopefully this will be the end of this fiasco. I understand that I may have incurred other charges and that's why they can't refund the entire overpayment; however, I haven't gotten any bills from them for these alleged charges, nor has my insurance company.
This whole situation has made me want NOTHING to do with the office, and that's a shame, because I really do like Dr. P. I'm just really annoyed by the whole thing. I'm annoyed by how much I spent on long distance charges dealing with them. I'm annoyed by how difficult it is to even speak with someone at the office because their lunch break is at the same time that my lunch break is (and that's the only time I can make phone calls) and that their answering service can't connect customers with non-medical issues to a voice mail system. I'm annoyed by how much of my time has been spent with this issue- an issue that could easily have been resolved had ANYONE been willing to take some responsbility.
I don't think patients should ever be treated like this. I understand that mistakes happen. They made a mistake. Instead of denying it or refusing to discuss the matter, it would have been nice if somebody had just said "I'm sorry this happened- let me look into it and see if I can get it straightened out." Instead, I've spent a good part of the last year trying to get it straightened out, and that is infuriating.
Wow that really stinks....how can three extremely nice, competent surgeons surround themselves with rude ignorant unpleasant people. In the end it will hurt their practice. Thank god, I have not had to worry about any of that yet. I just received 2 $30 bills from them.
I don't blame you for going somewhere else. Have you talked with Nancy or Dr. P? I know that someone was getting the royal run around, and they spoke to Nancy and then her surgeon, and the person in the office got in trouble.
I think at some point people need to be telling the surgeons how bad their office people are. I don't know if they are jealous or what, but I know I was getting sick of it during the time I experienced things. Hang in there. Maybe this post will open some eyes.
I don't blame you for going somewhere else. Have you talked with Nancy or Dr. P? I know that someone was getting the royal run around, and they spoke to Nancy and then her surgeon, and the person in the office got in trouble.
I think at some point people need to be telling the surgeons how bad their office people are. I don't know if they are jealous or what, but I know I was getting sick of it during the time I experienced things. Hang in there. Maybe this post will open some eyes.
I think you should write a letter to Dr. P, mark it personal and confidential and tell her about this. The people who work behind the desk in that office are as nasty as any I have met in a medical office (and I have been to a lot plus I worked in the field for 25+ years). The surgeons deserve to know. Lay out the facts without being accusatory. I am sure she will be shocked (at least I hope so). If you want to be even more certain she actually gets the letter, send a copy to her at the hospital (or her home if you can find that address). I would also send a copy to Nancy and/or CEO at PRH.
It might not make you feel comfortable with the practice, but would allow you to be heard and hopefully get them to be more in tune with customer service.
It might not make you feel comfortable with the practice, but would allow you to be heard and hopefully get them to be more in tune with customer service.
Hi all,
Please see my follow-up post about Atlantic Surgical that I submitted earlier today. Thanks for your helpful feedback.
Best regards,
Grant Sanborn
Portsmouth Regional Hospital
www.portsmouthhospital.com
Parkland Medical Centere
www.parklandmedicalcenter.com
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