Review Time
UCHealth Brain and Spine Clinic Dr Ross was very good, knowledgeable and thorough. The back office staff (scheduling) is incompetent (uncommunicative). Pain shot was supposed to be scheduled in 2-3 weeks. It has been 6 weeks and you cannot speak to anyone.
After my doctor's preferred Imaging said they didn't accept my insurance and 6 days later when I learned it was my responsibility to find Imaging even though they coordinated the first one, I called UCHealth. I explained how my Imaging had already been delayed by 8 days and that I needed MRI's for neck, lower lumbar, knees and an X-ray for my hip. I waited online while they called my doctor to fax details and was assured that the scheduler would take a special interest in following up with the approval process since I was in pain but it may take up to 5 days before we get back to you. Okay, and BTW can you also schedule me for a Mammogram?8 days later, the scheduler calls me back about me getting a Mammogram and I said okay but what about my MRI's & X-ray? ...Ahh that was for your... back? My response, Neck, lower back, knees and hip. Remember you had to have the Dr. fax the order to you? ...Ahh I guess I forgot all about that... It's been 18 days now since my orig Dr. appt and still no MRI's! Furious and in PAIN!!!
Great and clean hospital! I recently rec'vd a hernia repair surgery through Dr. Phinney. He's truly an amazing, intelligent, kind, warming soul and overall terrific Doctor (Thanks Doctor). Glad he did my repair, considering I had no idea what to expect. The 2 stars are more focused on the Pre-op Nurses whom lack bed side manners, sympathy and empathy. IV scare me, I told them- they didn't really take that into consideration on their approach giving me an IV. I had several nurses who could not insert an IV into me (I'm one skinny girl) and treated me as if I was a game. My "main nurse" poke me twice and on the second time hit a valve? She didn't even care (my bruise from that took days to heal). Long story short, I had 4 nurses who attempted inserting an IV into me. I told them based on what I was going through at the time (being poked and poked and poked) I rather have a baby (I've had 4- they didn't understand that comparison of course). Young nurses who lack the sympathy/empathy dept and professionalism dept. With that being said, my Doctor made up for my overall experience. I hope the Pre-Op manager reads this review, and takes into heart on coaching their young nursing staff...
We had an appointment for 8:00.am with Dr. Cowley. There was a snow storm so we left with twice the amount of time allowed for driving. Saw that we were going to be late, so we called the office. The office staff said thank you for calling! We arrived 20 minutes late. The person at the desk said, "Sorry, you need to reschedule because you are late." This was a followup appointment, scheduled by the nurse in this office, from an ER visit and Urgent Care visit for severe pain lasting over two weeks. There was absolutely no sympathy or accommodation made, even though the desk clerk and the office manager could see my husband in PAIN and EXTREME SHORTNESS OF BREATH, aggravated by the office canceling our appointment. We asked if they could ASK Dr. Cowley if he could still see us, and they said they had already asked the provider. They needed to stick to their strict policy of thirty minutes visits and we should have been aware of the late policy. We are not even sure if Dr. Cowley was in the office, as most traffic in the area was delayed. The staff offered a wheelchair to help my husband get back to his vehicle in the handicap spot, so they clearly recognized he was in distress. We are now seeking a primary care doctor in a different office and will not return to this one. The waiting room and the care rooms that we could see were empty.
I went in to have the urgent care to find out why my kidneys were causing me excruciating pain. He performed a series of tests and reported there was nothing wrong with me. He was friendly but unwilling to even make an attempt at trying anything outside of these blood and urine tests. He did nothing for me. "Fortunately", I was covered by my health insurance (Anthem/BCBS); which means they covered less than half of my bill. I would have paid the rest, but the UC"Health billing department didn't contact me to let me know; no voicemail, no email, no bill in the mail. Months later, I get a bill in the mail from a collection agency. So, I was not helped, I was not told I had a bill for not being helped, and now I have to deal with a collection agency. If you want someone to smile at you and tell you nothing is wrong with you as you suffer in pain and then send your bill straight to a collection agency, UCHealth is the place to go; friendly, incompetent, and thieving. The word perfidious comes to mind. Now, I get to wait for Susan B. to tell me that she's sorry they didn't meet my expectations and that I can contact billing or their patient advocates. For what? More smiles and incompetence? Just save yourself the hassle. Go look in the mirror, smile, tell yourself to ignore your pain, tell yourself that nothing is wrong, and save yourself the money and aggravation.
I am appreciative of the care I've received at UCHealth, but their appointment scheduling has some clear issues and their estimate/billing practices are deceptive. With this large of an organization, you just get a shoulder shrug if you voice a concern on either of these topics.Appointments - I've now had at least 2 appointments within the UCHealth system where I've shown up at the time/place communicated on the phone and been told I don't have an appointment. I was told I need to get the app so that can verify the appointment actually "took" in the system. I will do this in the future, but if this is such a common occurrence it seems something on the provider end is needed as well.Billing Issues - I've also now had 3-4 procedures in a row where I have checked the estimate provided by UCHealth before services and the actual bill is off wildly because on the estimate it was coded as preventative care and it actually gets billed as Diagonostic. When I ask, I get the reply "Unfortunately, the information provided is an estimate and not a guarantee of the final billing charges."But if the estimate is based on the referred service, are they estimating the wrong service or performing the wrong service? Each time if I had known the referral wasn't for my annual wellness service, I would have asked for the referral to be rewritten, but since the estimates are misleading me into thinking the referral is correct, I'm stuck with $1000s in unexpected out-of-pocket expenses. Alternatively, the referral is for my wellness service and the procedures are being billed inconsistent with the referral. Neither alternative is ok.
UC Health's treatment of Leilani Lutali (do your own research) is indefensible, completely unscientific, and probably illegal. The CDC paper "COVID-19 Cases and Hospitalizations by COVID-19 Vaccination Status and Previous COVID-19 Diagnosis — California and New York, May–November 2021" is all the evidence anyone should need, though there is no lack of confirmation from any number of other studies. Since UC Health has shown that they may abandon you to die when you need them the most, we have changed insurers, and I would encourage anyone to do the same.
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