I started this process in late January. I was scheduled to meet with the surgeon right away and I really liked him. After speaking with him I talked to the Coordinator, also very nice and assuring. I kept hearing, "Call us if you have ANY questions or concerns." Admittedly I am too easygoing and didn't want to seem impatient so I waited. And waited. Three weeks later I called the number I was given for the Coordinator. First off there was a LONG intro message that kept repeating that the process takes time because of the insurance company, patience is required, don't keep calling about a surgery date, and please expect 3-4 days for a call back - is this normal? Anyway, admittedly this made me very uncomfortable because of my personality... I hate confrontation and didn't want to be annoying (I know that is ridiculous since that is there job, but I'm being honest.) I did leave a message but no one called me back in the 3-4 date range. When I finally did get a call it was a reminder of my surgery date for the following week and I knew that was wrong because I hadn't even been scheduled for the required appointments yet. The caller apologized when I told him this and we both knew I had been confused with another patient. No wonder I wasn't being called to schedule appointments. I wasn't sure what to do so I found the email where I was first contacted about my interest in the program so I replied to it and explained my situation. I received a prompt reply saying they were sorry and that my email had been forwarded to the Coordinator. Still no call, but I did get calls from providers to schedule my other appointments. I finished up all of my requirements in mid May and I sent another email which was forwarded to the Coordinator and left a voicemail and still no calls. It's so frustrating and I'm starting to worry because I've spent so much money toward my deductible and if I don't have the surgery this year I don't know if I'll be able to afford to have it. I know I could find another surgeon at a different facility but how complicated is it to switch this late in the game? And it sucks because I really liked the surgeon. I'm just not sure what to do. I feel like if I call and leave a message for the surgeon he would make sure they submit my paperwork (I don't think they have because on the Cigna site there are no pending authorizations for me), but would I be stupid not to switch given the experience I've had? Surely this can't be normal. It blows my mind that they didn't call after finding out about the mix up to reassure me that everything was okay. And you'd think they would make sure that they stayed on top of my case to make up for the mistake. Any advice would be greatly appreciated.

I agree the best surgeon forget the office that's minor you want to have the best surgeon at the end of the day that's the person that's putting his hands into your body is not the person that answer the phone it's not the person that takes care of the paperwork it's the surgent your life depends on the surgeon so I was very fortunate I had one of the best surgeons I could have especially for my own personal edification her and I spoke very clinically and she treated me like a real person and not like an idiot and I really appreciate her for that but just find the right surgeon don't worry about the extra stuff around it that's secondary that's my two cents

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6 minutes ago, hmwilcox578 said:

I agree the best surgeon forget the office that's minor you want to have the best surgeon at the end of the day that's the person that's putting his hands into your body is not the person that answer the phone it's not the person that takes care of the paperwork it's the surgery your life depends on the surgeon so I was very fortunate I had one of the best surgeons I could have especially for my own personal edification her and I spoke very clinically and she treated me like a real person and not like an idiot and I really appreciate her for that but just find the right surgeon don't worry about the extra stuff around it that's secondary that's my two cents

I agree and that is why I stayed with him so long..up until 7 days prior to surgery...but him giving me my coumadin to lovenox bridging instructions on a sticky note was the final straw on that part. No doctor, no matter how great, should never give a patient such critical (possibly life in the balance critical) instructions on a sticky note. My whole family was in an uproar as they have watched me in the hospital fighting for my life on multiple occasions due to clots. I also found out he did NOT consult with my cardiologist on what the bridging plan should be. I found this out after I changed..and was horrified. My cardiologist knows my clotting history, my health history, and ultimately manages my coumadin.

In addition - I found out the anesthesia team that he contracts with has really bad reviews. i think the anesthesiologist can be as important if not sometimes more important the the doctor..does that make sense?

Another thing is that as someone else said, at the end of the day when the office strikes out on so many areas, there is also the consideration that a doctor who the 'little stuff does represent'...if the small details cannot be managed, do you keep extending your trust to the big things..like surgery.

Trust me, it was not an easy decision and the fact that he is ultimately responsible for his own office..and they are not turning my records over, shows me that there are many more issues than just his staff (he is the boss, he is responsible).