Oh the drama... Beware St. Alexius New Start

[pinksjo1 137]

All - just need to vent regarding my experience with St. Alexius NewStart in St. Louis MO. I won't go on and on about how they provided me absolutely no customer service. I also won't go on and on about how I basically had to call the different hospitals myself to gain my records or how I had to get my PCP to do the medically necessary letter. I also won't go on about how they never answer my phone calls, or gave me any status reports. I also won't go on about how their NUT was out for 3 weeks and I wasn't told. No, I won't go on about that...but I will tell you this story: I decided as soon as I am approved I am going to another hospital. I figured with the lack of care I received before surgery...who knows what I would get after surgery when I really need the support. So, for peace of mind, I decided I had to make the move. So, I called the insurance and they said "no problem" as I am going to Des Peres which is covered by BCBSIL. Des Peres called me right away, sent me the release form to have St. Alexius release my records to them, set up my appointment with my new surgeon, Dr. Scott. and I felt very good. Until today...

St. Alexius called me and basically refuses to release my records. Oh, they will send Des Peres the records on the notes from the NUT and the surgeon's notes, but they REFUSE to send all the other documents in my file as they said its agains HIPPA. To quote Rachelle "third party records". Of course I just got off the phone and called the insurance company. It took about 45 minutes but that agent, William, must love a challenge because he did a lot of research and found that I have EVERY right to request my records and St. Alexius cannot refuse to send them along. He said that if St. Alexius stonewalls the process, I am to contact the Missouri State Medical Board and the US Department of Health and Human Services. He also said to make sure St. Alexius knows that I am going to do this if they give me trouble.

So I sent a quick email to Rachelle at St. Alexius and we'll see what happens... I'll update once I have some information.

Thanks for letting me vent!!

[Macy6 356]

Yikes! Good Luck, I agree if you sign the paper work they shouldn't withhold your medical information.

[Purplrose323 32]

Not sure how it works there, but the Surgical office I worked in in NY also would not release third party records. They had to come directly from the source due to HIPPA. It stinks yes, but that's how it works here. Hope your experience gets easier!!!!

[Rox 200]

I thought that if you signed the release allowing your medical records to be released to another physician - they had to do it - your signature granting permission should be enough. From your experience it does not surprise me that they're being d-bags about the whole thing.

[Purplrose323 32]

I thought that if you signed the release allowing your medical records to be released to another physician - they had to do it - your signature granting permission should be enough. From your experience it does not surprise me that they're being d-bags about the whole thing.

Rox I was always thought that was the way too until my supervisor kind of handed me my arse when I gave them to a patient. Was told it's a violation of HIPPA. I was told that they technically are not our records to give if they were from another specialist or facility not affiliated with our office directly.

[Takingcontrol 467]

It's NOT a violation of HIPPA! HIPPA protects YOU!! & if your the one requesting them...they cannot legally withold them!!

[christina0613 103]

I agree..HiPPA is to protect the patient..they just didnt want you going to another surgeon..I would report them!! I wish you luck

[pinksjo1 137]

Thanks everyone!

I would say the lesson I learned was to get a copy of EVERYTHING that goes in your file. I had no clue I was going to switch hospitals and it be such a pain, but I will get everything together and resubmit.

Luckily, I have most of the necessary items that the insurance company needs, so I should be able to resubmit soon.

[pinksjo1 137]

Good Morning Joan,

I received your medical records request and will be glad to send the records today. Would be it be okay with you if I send the records via email to Michelle Pearce at the My New Self office? Since our records are electronic we try to send via email to ensure everything makes it to its destination.

I confirmed with them this morning they would accept via email and received Michelle’s email address but I noted on your release form you specifically asked for them to be faxed.

Please, let me know if that is okay with you. Otherwise I will fax them.

Thank you,

April Ricca

St. Alexius Specialty Services

NEWSTART

NEWSTEPS

NEWREFLECTIONS