Patient
I am extremely disappointed and frustrated with the experience my family had at Loyola's Center for Children's Health at Oakbrook Terrace. My wife brought our two young daughters, aged 8 and 10, for a consultation regarding their health and development. Prior to the visit, my wife confirmed with the office that the provider was in-network and requested an estimated cost for the visit. She was assured of the approximate expenses to prepare for any out-of-pocket costs. During the consultation, the doctor mentioned that a blood test was necessary to assess the girls' health. Due to the sudden mention of blood tests, my daughters became scared and started crying. Feeling pressured and wanting to address the situation immediately, my wife agreed to have the blood tests done at the office without being informed of the associated costs. When you are in an office with two crying children, most people would not question a "blood test" and decide to stop and call their insurance providers on the spot to check on what's going to be covered on said blood test. Weeks later, we received bills totaling $1,080.85 each for the blood tests, which came as a shock to us. Upon contacting our insurance provider, we discovered discrepancies in the CPT codes used for billing, which were labeled as 'mental health' instead of 'genetic testing.' Despite our concerns, the provider's billing team insisted that the codes were accurate and made no attempt to address the confusion or provide clarity on the billing. The lack of transparency regarding the costs of the blood tests and possibly the misclassification of billing codes are unacceptable. The situation was handled insensitively and irresponsibly, leaving us with unexpected financial burdens and unnecessary stress. The office's billing team showed no empathy or willingness to rectify the situation, leaving us with the impression that they prioritize profits over patient care. I strongly advise caution when considering Loyola's Center for Children's Health at Oakbrook Terrace for medical services, as the lack of communication, transparency, and compassion demonstrated during our experience reflect a concerning disregard for patient well-being and financial concerns. Update: 6/21/2024 - message from the owner responded with, "Our patients are important to us and we encourage them to reach out to our billing department to discuss any issues or concerns." - @owner - you may not have read my entire review, but I did speak with your billing team as that was part of this issue, so this does not offer additional insight/help/ OR at the very least an apology for the situation that took place. These processes need to be better now and in the future.