Wisconsin Institute of Urology Reviews (%countItem)
Wisconsin Institute of Urology Rating
Address: 100 Theda Clark Medical Plz Ste 300, Neenah, Wisconsin, United States, 54956-2763
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+1 (920) 993-5002 |
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I ordered a VE pump from this company. They faxed the order June 12 to the manufacturer. However the manufacturer claim they did not receive it and thus I was never notified that the order was not received.The WI Institute of Urology did not follow up to see if the manufacturer of the device had received the faxed order. On June 24 I called the manufacturer and left a voice mail asking about the order and told I would receive a response within 48 hours. I did not receive a call back so I contacted the company and spoke to a Glenice who stated they never received the order from the Wisconsin Institute of Urology. I contacted the Wisconsin Institute of Urology and they refaxed the order and the manufacturer indicated they were not in my insurance network. I then found a company that manufactured the device and would be 100 percent covered by insurance but by the time the insurance company received the necessary paperwork my insurance coverage would have lapsed and I would be on medicare. As a result of the lack of sufficient and appropriate follow-up by The Wisconsin Institute of Urology I have to pay the full cost of the medical device as private pay.
We first offered the possibility of this device to the patient in February. He made a decision to purchase several months later. Once he made his decision we sent the request. We have used this same process for many years, the nurse faxes over a request and the manufacturer handles the request. The patient was given the information to follow up with the manufacturer. Once he followed up with them and he was told the company never received the fax, we immediately re sent the information. As to his coverage and when it was termed we have no control or knowledge about when his coverage would term or not.
We have spoken to the patient multiple times and apologized that the fax did not connect the first time we sent the request. But a clerical and or transmission error does not hold us responsible for this device. We worked with this patient for several days trying to find resolution about the coverage of the device. He had the opportunity to check with insurance and see what supplier was required by his carrier when it was first mentioned to him in February. But waiting until near the end of coverage without doing any prior checking about his own benefits is unfortunate. We diligently worked to get this processed under the time constraints surrounding his coverage. We have since put an additional follow up step in place that the manufacturer sends us a confirmation of receiving the faxed request.
We certainly understand that this is not the outcome the patient wanted. Our Director of Clinical Operations has spoken with the patient, I have spoken with the patient, and both of us have explained that we are unable to purchase the device for him or reimburse him for his cost. A lack of coverage from the patients new insurance does not make the cost of this device the physicians responsibility.
***, CMPE
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I reject their response based on the following reasons. 1) The failure of the patient advocate to correctly place the order and follow-up with the vendor to make sure the vendor received the order. 2) The failure of the patient advocate to communicate it was my responsibility to contact the vendor and secure my order. 3. Failure of the patient advocate to communicate with me that the vendor was not in my insurance network or that it was my responsibility to find a vendor that would provide coverage since all orders for the device are directed to the same vendor. Due to the failures listed above and lack of communication of the patient advocate with me regarding my responsibilities in locating the proper vendor and following the order to completion, too much time elapsed before I initiated contact with the vendor to discover they never received the order resulting in insufficient time for me to find a vendor that would be covered by my insurance before I went on Medicare resulting in lack of coverage for the device.Sent from my iPhone
Regards
We
recognize that the patient continues to request a different outcome. The
error in the manufacturer not receiving the initial fax, is an unfortunate
incident. The patient has the opportunity to purchase the device, this elective
device purchase remains the financial responsibility of the patient.
***,
CMPE
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Due to procedural errors in the procurement process at Wisconsin Institute of Urology, I was not able to purchase my medical device prior to a change in insurance resulting in non-coverage.
Regards
I received a call from *** advising me I was due for my annual wellness exam. I made the appt and went. I was weighed, my height was measured and blood pressure taken. The Dr discussed with me my weight, my current birth control.We also talked about my current sinus issue, due to I sounded not well. 3 weeks later I get a notification from my insurance company that I owe $ 180.73. I called the insurance company and told them it was a wellness exam, and I'm informed it wasn't billed that way. So I contact *** billing and I'm told I discussed things that aren't included in the exam. Like my weight, and current birth control. I did argue this, and was told it would bereviewed. I was then contacted by billing, by another women who explained again to me that these things are not part of the exam, and that there is a poster in the office that I should have read that explains to me what can be discussed in the wellness exam. The lady in billing also explained it doesn't matter if the Dr or myself brings up those topics, that it would be an office visit, not part of the exam. I have 100% preventative ins when I have a wellness exam. And billing told me that was covered and paid. But the office call visit stays, due to discussion of the topics that were discussed. *** should not phone people and tell people to come in for wellness Exams then turn around and charge foa an office visit also! This is a prime example of bait and switch to me! Why weigh me , take my height, and talk to me about ways to diet, then charge me??? This is not right! I had a wellness exam in 2016 that was billed to me, covered by ins 100%, and when I asked billing about that, she reviewed it and said I should have been charged for that appt. There was an error in coding. This is ridiculous!