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South Shore Neurologic Associates, P.C

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Reviews South Shore Neurologic Associates, P.C

South Shore Neurologic Associates, P.C Reviews (4)

First, we would like to say that we understand how frustrating it can be to navigate the healthcare system especially with the ever-changing rules, regulations, and requests made by all entities involved in...

patient healthcare. Our company usually asks for patients to allow 7-14 business days for us to obtain authorization for our patients due to the number of patients we serve. This particular patient called about authorization five business days after his initial appointment. Our records show that once a reference number was obtained a voicemail for the patient was left on 5/**/14, at the number provided by the patient, indicating that his authorization information was available. Once the patient returned the call, he was given the reference number we acquired from his insurance company, HIP Health Plan of New York. The patient’s insurance company has a procedure for the patient to call them in order to obtain the authorization. Unf ortunately, the patient seems to have been unaware of the protocol required by his insurance company. When he called for a correct authorization number, our employee apologized to the patient numerous times for the inconvenience that he was experiencing. She attempted to explain to the patient the situation with his insurance company and welcomed him to call and ask for her if he had any additional questions or concerns. There was a gap in communication with the name of the employee the patient spoke with. When the patient called back he asked for an employee that was not in that day due to this confusion, but did eventually receive the correct employee. During the second phone call, the patient was given the phone number for Care Core National to call for the authorization number. That same day the patient called back stating the number was incorrect, the employee again apologized for his struggle. The phone number [redacted] has since been verified as the correct numbe r for Care Core National. Care Core National also mailed the patient, to his home address, documentation on 5/**/14 which contained a prior approval number and the location which they chose for his testing, presumably because they had not heard from the patient. We received a copy of this letter and have it scanned into our documentation system. The employee in question has been with our company for a number of years and has always displayed compassion and kindness towards our patients who are often suffering from painful and debilitating conditions. We are incredibly sympathetic to this patient’s situation and do apologize for the amount of time he spent to obtain the correct information for his testing and treatment. We are constantly striving to provide the best care for our patients and will continue to do so in the future.

When I made the apt with the receptionist I spefically asked if what I need done could be done & what I needed to bring with me. They said it could be done but when I got there , suddenly a whole battery of tests were needed even though I brought the documentation they'd asked me too. I had a short time before I had to be back at college & explained that when making the apt. They didn't comply on their end and wasted my time. I would have made an apt elsewhere if I knew they couldn't help me. The apt did nothing for me and they still charged me for it even though they gave me the wrong information on the phone when I made the apt. The doctor hung up on me and after arguing 10 minutes with billing the neurologist would not refund my $70. There is a disconnect between the people that answer the phone and what realy goes on in the office. No accountability on their behalf ,no apology and certainly no refund.

Review: This complaint is about a Medical office, "South Shore Neurologic"(SSR) in [redacted]., but does not involve any health issue or medical care. On 4/**/2014 I had an appointment at their office. The doctor ordered a CAT Scan prescription. When I left the office I was not given an authorization number nor was a follow-up call made with the information or any direction of what I need to do. This is something the office has to do. A week later I called back to get the authorization number and was told the girl that handles such was in training, and that they would call me back with the authorization number. Again nothing happened. I called again a week later and got a plethora of excuses and spoke to [redacted]. Then a few days later I got a voicemail saying that I needed to call the scheduling department, but no phone number for such was left. Then today(5/**/2014) I called again and was told the authorization number was ([redacted]). I then called the radiololgy provider to get my CAT Scan done and they told me the number was a case number and not a authorization number. So then I call SSR back to tell them they gave me the wrong number and I spoke to [redacted]. She told me they gave the wrong number and that there is a new procedure where I have to call the insurance company and they will give me the authorization number directly. She gave me the number (###-###-####) to do such, and I called only to find out it was to the Allstate Auto Club. So, I called [redacted] back at SSR & asked her to give me the number again in case I wrote it down wrong. She read me off the same number to the Allstate Auto Club. So, I then informed her of the wrong number. [redacted] then proceeded to minimize the minor error, justify it with the volume people they help, and blame her co-workers. [redacted] accepts no responsibility and has no empathy for the customers she is there to serve. The doctors there are top notch, but the office personel are irresponsible and incompetent.Desired Settlement: I have been given so much contradictory information I would like to [redacted] to contact me with information I can count on to handle my needs. The cost my time wasted over the month of incompetence and phone calls should be re-imbursed.

Business

Response:

First, we would like to say that we understand how frustrating it can be to navigate the healthcare system especially with the ever-changing rules, regulations, and requests made by all entities involved in patient healthcare. Our company usually asks for patients to allow 7-14 business days for us to obtain authorization for our patients due to the number of patients we serve. This particular patient called about authorization five business days after his initial appointment. Our records show that once a reference number was obtained a voicemail for the patient was left on 5/**/14, at the number provided by the patient, indicating that his authorization information was available. Once the patient returned the call, he was given the reference number we acquired from his insurance company, HIP Health Plan of New York. The patient’s insurance company has a procedure for the patient to call them in order to obtain the authorization. Unf ortunately, the patient seems to have been unaware of the protocol required by his insurance company. When he called for a correct authorization number, our employee apologized to the patient numerous times for the inconvenience that he was experiencing. She attempted to explain to the patient the situation with his insurance company and welcomed him to call and ask for her if he had any additional questions or concerns. There was a gap in communication with the name of the employee the patient spoke with. When the patient called back he asked for an employee that was not in that day due to this confusion, but did eventually receive the correct employee. During the second phone call, the patient was given the phone number for Care Core National to call for the authorization number. That same day the patient called back stating the number was incorrect, the employee again apologized for his struggle. The phone number [redacted] has since been verified as the correct numbe r for Care Core National. Care Core National also mailed the patient, to his home address, documentation on 5/**/14 which contained a prior approval number and the location which they chose for his testing, presumably because they had not heard from the patient. We received a copy of this letter and have it scanned into our documentation system. The employee in question has been with our company for a number of years and has always displayed compassion and kindness towards our patients who are often suffering from painful and debilitating conditions. We are incredibly sympathetic to this patient’s situation and do apologize for the amount of time he spent to obtain the correct information for his testing and treatment. We are constantly striving to provide the best care for our patients and will continue to do so in the future.

When I made the apt with the receptionist I spefically asked if what I need done could be done & what I needed to bring with me. They said it could be done but when I got there , suddenly a whole battery of tests were needed even though I brought the documentation they'd asked me too. I had a short time before I had to be back at college & explained that when making the apt. They didn't comply on their end and wasted my time. I would have made an apt elsewhere if I knew they couldn't help me. The apt did nothing for me and they still charged me for it even though they gave me the wrong information on the phone when I made the apt. The doctor hung up on me and after arguing 10 minutes with billing the neurologist would not refund my $70. There is a disconnect between the people that answer the phone and what realy goes on in the office. No accountability on their behalf ,no apology and certainly no refund.

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Description: PHYSICIANS - SURGEONS & NEUROSURGEONS, PHYSICAL THERAPISTS

Address: 77 Medford Avenue, Patchogue, New York, United States, 11772-1281

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www.southshoreneurologic.com

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Shady, yet now dead: once upon a time this website was reported to be associated with South Shore Neurologic Associates, P.C, but after several inspections we’ve come to the conclusion that this domain is no longer active.



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