One of the worst institutions I ve ever visited du...

One of the worst institutions I ve ever visited due to their unprofessional and incompetent administration. I wish I could give this place negative stars. I went to the ER twice this year, and while I have no complaints about my treatment from the nursing staff, I do have a lot of negative experiences with the administration.

Incompetent Billing department: Each ER visit, while IN THE MIDDLE OF TREATMENT, a billing person comes into my exam room with a computer cart to charge me for the visit. I am in my hospital gown, in pain, discussing pertinent and very private health information with the nurse/doctor while the billing person is hovering by the room waiting to charge me. As soon as the nurse/doctor steps out in between treatment, the billing person enters immediately and asks if I can pay for the service right then and there. Fine, I pay the $250 each visit. Not the best experience in my opinion, but certainly not the worse. It wasn t until the 2nd ER visit when the billing person told me that I could fill out a waiver for the co-pay and get reimbursed for the $250/visit. I fill out the waiver and file it with my insurance. My insurance paid the co-pays for both visits immediately, so now UCONN is paid 2x for each visit, and I am now owed a refund of $500. I call UCONN billing to see when I should receive my refund, and they told me that they did not initiate a refund because I needed to call and release the refund. Okay...I ask them to release it (this is on 10/23), and then I asked when I should get my refund. They told me that they don t have a timeline to give me because multiple people handle the paperwork. Okay... 2 weeks pass by, and I call UCONN billing for an update. They now tell me insurance only paid for one visit, and that since I didn t pay the $250 co-pay for one visit, I now owe $250. Okay, what?! I told UCONN billing that I paid at the time of service at each visit and that my insurance company paid for both co-pays. They finally realized that they were incorrect, so I ask again when I should expect a refund. She tellls me again that she doesn t know. At this point I ask to speak to a supervisor. Of course, the supervisor is out that day. I leave a voicemail with the supervisor, and have since talked to him on a weekly basis regarding this situation. I am finally credited $250 for one visit 3 weeks ago and (after going back and forth another 2 weeks) I was told I should get another refund of $250 by check yesterday. I check the mail, and guess what? I get a BILL for $250!! So instead of a check, I get a bill. I tried calling the supervisor, and of course, he is out. It has now been months, and I am still waiting for my money. Absolutely ridiculous!

Rude and unprofessional medical records department: I had to transfer my ER visit results to my doctor so I called UCONN medical records to put in a request. They tell me that I can t get access to my files and that the doctor needs to call for them. Okay, I call my doctor and tell them to call the hospital to request my files. My doctor tells me that LEGALLY I have a right to my medical records, but they will call on my behalf anyway. My doctor calls me back and tells me UCONN told them that I need to release my records to my doctor first. I call UCONN and again, they say I can t access my own records. Frustrated with the process, I ask to speak to a manager to determine what I need to in order to release my records. Instead of passing me to a supervisor, they pass me to a ruder co-worker. When I asked her what her name was, she refused to give me her name and admitted she was not a supervisor. I eventually had to contact patient relations in order to release my records.

RUN far away from this place! There are so many terrible experiences I ve had with this place over the years that I could write a horror book about it. Nothing is ever easy; everything is done backwards and in the worse possible way. I ve spoken to quite a few people about my experiences, and I understand that I m not alone in this feeling. Would never visit this place ever again.