Interventional Spine and Pain Centers, LLC

Initial Business Response /* (1000, 5, 2017/11/29) */
Interventional Spine and Pain Centers, as a private practice, ceased to exist as of 9/25/when we were acquired by Community HospitalAll billing, questions, complaints, etc need to be addressed to Community Hospital, *** *** ***
Munster, IN XXXXXI will forward this particular complaint to them

The worst experience with any pain management center thus farI was scheduled for an injection on August 4th I initially saw the doctor in mid July and his staff calls me on August 3rd to tell me that they did not receive authorization from my insurance companyMeanwhile they had weeks to get this authorization
They waited until the last day to do so when they know that it takes the insurance company a few days to process the authorization request
When I asked her when she filed the authorization request, she refused to tell meI then called my insurance company to ask them and they tell me that Mallory (the secretary) never filed the authorization request
When I called Interventional Spine and Pain Centers LLC, another staff member picked up the phoneWhen I told that staff member that an authorization request was never filed, she told me that she will tell MalloryI asked her what was the point because Mallory does not do her job and the girl hanged up the phone on me
When I told Mallory that I will file a complaint with the doctor, she said that she does not care and hung up the phone on me
I then went to the office to complaint and when I asked to speak to the doctor, Mallory rolled her eyes at meWhen I saw her I told her that she doesn't do her job and told me to go to room while pointing at the roomFirst off, she is rude and very aggressive
Let me just say that I never got to speak to doctor Ibrahim S though I don't know how much of a difference that would have made because no one seems to care over there
I instead spoke with Lorraine W, MS, APRN, ACNS, BC who told me that the delay was due my previous doctor not faxing over my medical documents
You know what? That information was faxed over weeks ago and they are well aware of this because the doctor looked over those documents weeks ago
Additionally, Mallory was not even capable of getting those documents on her ownI had to call the office of my previous doctor just to get them
Initially I thought the staff of my previous doctor was to blame because Mallory kept blaming them but when I called, their staff told me that it was Mallory which was not telling them what they need
Lorraine W sided with Mallory and refused to listen to what I had to sayShe told me that our relationship was off to a bad start and that I should find another doctor and that they can help me find one
I can find a doctor on my ownThe sad part is that I suffered for weeks waiting on this appointment and when the day comes, they tell me that they did not receive authorization from my insurance companyWhen I throw a fit about it, they tell me to find another doctor because their secretary refuses to do her job
I can find a doctor on my ownThe sad part is that I suffered for weeks waiting on this appointment and when the day comes, they tell me that they did not receive authorization from my insurance company
I only waited for Dr Ibrahim S because he seemed like a good doctorThe staff on the other hand is awful, rude and unorganizedI now believe that Dr Ibrahim is just as bad because you are only as good as your staff
I just wish they would have told me to find another doctor weeks ago and saved me the trouble and agonyNow I will have to suffer for another or weeks until I find another doctor
I saw other doctors in the area and wish I had left Dr Ibrahim for them but gave him a chance because of his personalityThe other doctors had a terrific staff and when I arrived at their office, they actually had all the paperwork right their on their desk waiting for meI did not have to even lift a finger helping
The staff at ISPC LLC was the reason why I did not like the place and was the only reason why I tried finding another doctorI always doubted the competence of the staff from day one
Avoid them ISPC if you canYou don't deserve to be treated like this

Initial Business Response /* (1000, 5, 2015/08/13) */
The complainant, [redacted], was seen In our office on July 7, 2015 by Shariq [redacted], MD. Dr. [redacted] is board certified in Pain Management. The visit consisted of a detailed medical history and physical examination by the physician, The...

patient was requesting two procedure that, in the opinion of Dr. [redacted], may not have been medically appropriate. As part of the database for any new patient, records were requested from her out of state healthcare providers. Once those were obtained, they were reviewed by the physician and an authorization was submitted to her out of state insurance for a procedure. Her insurance actually did approve the procedure on B/5/15.
Approximately 2 days before the procedure was approved by the Insurance company, Ms [redacted] presented to the office and behaved in a very loud and disruptive manner in the presence of other patients. She made threats to the staff in regard to "putting all over the internee about her displeasure.
We attempted to explain to her that as a new out of state patient, without medical records, it was imperative that these documents be obtained and the approval sought from her insurance company before any procedure was done to prevent her from incurring unnecessary costs. Because she was unhappy about waiting for the insurance approval, she was given the option of paying the equivalent of a deposit that would have been refunded when and if the procedure was approved.
Due to the disruptive nature of her behavior in the office she was asked to find another provider and was offered the names and numbers of other doctors which she refused. She continued to act in a loud and abusive manner as she left the office.
As far as her request to have her copay refunded, she was seen by the physician and had a complete and appropriate new patient visit on 7/7/15. Her insurance does require a copay which was appropriately collected. Her clam that the doctor failed to discuss her medical condition is inaccurate. During the visit on 7/7/15, a medical opinion was rendered which is the purpose of a consultation. Co-payments will not be returned if the patient disagrees with the physician's medical opinion.
Initial Consumer Rebuttal /* (3000, 15, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The main reason for this complaint was due to lack of communication on the part of ISPC. Anyone reading ISPCs response can clearly see that they are not addressing the main issue or concern. They clearly going off topic. They are also making false accusations.
I never stated that Shariq [redacted] MD wasn't board certified. I stated that his secretary Mallory wasn't board certified. Mallory was the person that spoke to me about my medical condition.
Shariq [redacted] MD only spoke to me for about 5 minutes and was unable to go over my medical condition with me because the secretary Mallory failed to obtain my medical records.
After Mallory stated that she was unable to obtain my medical records, I obtained those medical records for her. Mallory was the person that spoke to me about my medical condition. Shariq [redacted] MD never made a single phone call.
When I called the office of my previous doctor which is out of state, the staff told me that Mallory wasn't clearly telling them what they need. This was due to Mallory not knowing enough about my medical condition due to Mallory not having a medical background.
Those medical records were obtained 3 weeks prior to my scheduled procedure.
Also my insurance company is not out of state. If they were, I wouldn't have had coverage in the state of Indiana. Also if they were out of state, ISPC wouldn't have been able to accept the insurance. I know this because I asked my insurance provider if I was covered in the state of Illinois and I was told that I were no in network doctors there. I am only able to see in network Indiana doctors. ISPC is an in network medical facility. If needed, I can send a photo of my insurance card and my driver's license. I can also send proof of ISPC being an in network medical facility.
Also the procedure was to take place on 8/4/15. Not 8/5/15 and ISPC had 3 weeks to prepare for this procedure. I understand that my insurance approved my procedure late but this was due to negligence on the part of ISPC.
As for being disruptive, this depends on what their definition of disruptive, but I was definitely not abusive. Telling someone that they are not doing their job isn't abusive. I told the secretary that she wasn't doing her job and that I had to obtain my medical records on my own. I see nothing abusive about that. If she was doing her job, I wouldn't have had to call obtain those medical records for her.
Disruptive is a matter of opinion. ISPC sees my behavior as disruptive because they were worried about patients overhearing what had happened.
I also do admit raising my voice at the secretary because there is only so much that a person can tolerate. I also couldn't just stand there while the secretary was yelling at me and telling me to "get in the room".
First off when I arrived at the office, I asked to speak to Shariq [redacted] MD and the secretary started rolling her eyes at me. Prior to arriving at the office, the secretary raised her voice at me and hung up the phone on me.
I also never stated "putting all over the internet". I stated that I will be sure to file a complaint due to their poor behavior. I also stated that I will be sure to submit a review which would warn others.
The company had the opportunity to make good on things and they refused to do so. There is nothing wrong with me sharing my opinion and experience online. It's called the information highway for a reason.
Also if ISPC believes that their behavior was appropriate and if they believe that they treat patients appropriately, then they'd have nothing to worry about, right? People will be able to judge the truth for themselves.
Also I was never given the option to pay a deposit until I was approved by the insurance company. I was asked to either "pay in full" or wait for the approval.
Any responsible business would have apologized for their irresponsible behavior rather than put the blame on the consumer or in this case patient.
Yes, ISPC did offer me a list of doctors and I said that I can find a doctor on my own. No hard feeling there. After all, no one referred me to ISPC. I found them on my own.
I also found other doctors and was seeing other doctors while waiting on ISPC. I was seeing those other doctors due to ISPC's unprofessional behavior. I only stayed with ISPC because I saw them first and had an appointment scheduled for a procedure which was suppose to take place sooner. Had I known that they would have caused all these delays, I would have went with the other doctor.
Also I am not requesting a refund due to not agreeing with the doctor's opinion. If this was true, I would have cancelled my appointment and would have never waited for the procedure to take place. I never stated anything about the doctor's opinion.
The reason behind the refund was clearly stated. If ISPC doesn't want to refund me, that's fine but at the same time, I will not accept any other type of resolution.
I would also like to add that I have seen only 2 pain management doctors in the last 27 years. The first pain management doctor I saw for 20 years and left him only due to their facility not performing some of the newer procedures which were offered by other doctors. I then saw my 2nd doctor which performed those newer procedures and stayed with him for 7 years.
So it's obvious that I'm not the problem. Anyone can call the offices of those 2 other doctors and ask whether I was ever disruptive or abusive. Anyone that were to call, would find out that I was a great patient. Proof of that is the long medical report that my previous doctor faxed to all of the doctors that I've seen here in Indiana. Something that I believe ISPC wouldn't do for their patients.