Western Surgical Group

I have been working through Western Bariatric Institute (Reno) since July 2015 to complete the process for gastric sleeve surgery. This decision was not an easy one but I was committed to completing the process once I made the decision to have the surgery. I initially want to say that the majority of the staff associated with this office is amazing. I enjoyed the weight loss classes and working with the RD assigned to my case. The doctors are professional and the support you receive through this process is great.My complaint centers around the patient advocate and difficulties I have experienced with my information making it to my insurance company for review. My initial completed file was sent to [redacted] 11/02/15. The turn around was expected to be 2 weeks. I waited. Finally, calling to inquire I was told by [redacted] that my clinicals had not been received but had been requested from the doctors office. Again I waited. Following up again I was told I needed an exit assessment from my physician. My patient advocate shared with me that a written summary from the office was acceptable. This was not the case. I was required to see the physician in person. I was notified on 12/14/15 that my appointment to see the physician was being canceled as the surgeon was on medical leave. While I was upset that I had already met my deductible for 2015, I knew this could not be avoided. The surgeon came highly recommended so I was determined to wait for his return. I was told he would be back in early February. I called mid January to request an update, hoping to schedule my appointment. I was told the doctor was back seeing patients. I was quite surprised! I had not even received a phone call despite the issues I had previously. I recognize I am not the only patient but communication would have been appreciated. I am now waiting for authorization, however, [redacted] continues to say they have not received information needed. Others with [redacted] have received approval in as little as 07 days.Product_Or_Service: Patient servicesOrder_Number: NAAccount_Number: NADesired SettlementUltimately, I would like the information submitted to the insurance company as required. I have been in contact with the office administrator but have continued to have issues. I would like someone with authority to review my case and share with me what I personally can do to resolve the matter. Please note: I have also filed a complaint with the Division of Insurance. I recognize the insurance company may be also be hindering the progression of my authorization. Business Response Patient has been approved by her Insurance and this has been communicated to the patient.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)A final decision was made through [redacted] and provided and information was communicated to me.

Dr Martin Bain and all the staff at Western Surgical were so amazing with the pre and post surgery and care of my son !! They were caring and so kind and would recommend their services to anyone Thank you for all you did !! The S[redacted] Family ","pos-1