Patient
Dr Patel, though knowledgeable and thorough, works with a team at HeartPlace Mansfield that has poor follow-through and few openings to schedule vital tests and procedures. The staff do not answer phone calls, the people who are supposed to get preauthorizations delay for 6-10 days*. This results in not getting essential test results to indicate severity and risk and procedures scheduled in a timely manner. For example: July 1 Dr Patel diagnosed me with 2 heart murmurs and abnormal cardiogram results. This was new information to us. Procedure delayed. July 28 Underwent the nuclear stress test that determined the severity of my condition, and indicated high risk; an angiogram and possible stents were needed, doctor concluded in 2 days. Aug 13. Lisa with the scheduling team finally submitted preauthorization. Insurance expedited and approved it in less than a day. Sept 15 is first opening in schedule at HeartPlace Mansfield to address and resolve it If interested, detail and examples below: Example 1: After the July 1 news, the nuclear stress test was not scheduled until 4 weeks later, (July 28) due to 2 issues at HeartPlace. 1-Staff did not submit preauthorization for 9-10 days! Insurance approved in 1 day. 2- HeartPlace could find no openings in their schedule for the procedure for another 2 weeks, July 28. *Example 2: July 28, Had nuclear stress test. The 2 pages of were filled with medical terminology which was incomprehensible to a lay person. The results indicated to medical staff who read it within 2 days, that heart angiogram and possible stents were needed; we could not tell it was that serious. Aug 6, 9 days after stress test, was the first we could get an appointment with Dr Patel's office to discuss the test results. Nurse Practioner was to deliver the urgent news. Tiffany, in 15 minutes said an angiogram and possible stent placement was needed, without showing us what in the results indicated the seriousness and urgency. Aug 8 We asked for and had a second appointment for Dr Patel to explain what indicated severity. (We paid for this second visit.) She, in 15 minutes indicated what led to the high risk and need for angiogram and stents. Aug 11, Insurance confirmed they would expedite the request for a heart catheterization and possible stent placement but that preauthorization paperwork had not been sent in. Aug 13, A half month after the doctor saw the results, the preauthorization was finally submitted, was approved immediately, but was NOT complete. Sept 15 is now the date for the procedure because HeartPlace schedule is full until then! That is 6 weeks after stress test concluded its necessity.