If I could score the administration and policies o...

If I could score the administration and policies of IRMC a zero that would be my preference.

On 2/5/19, I had an outpatient procedure at IRMC. Due to the hospital policy I was expected to pay a portion of what they estimated the cost to be. Even though I have wonderful insurance I was told if I didn t prepay my procedure would not be scheduled. I find this policy to be ridiculous, but again wanted my trusted doctor to operate so I moved forward.
I asked the billing department to explain the charges but they could not. I blindly paid the amount of $341 on 1/23/19 and was provided a credit card receipt via mail. It showed the total and date processed but
that was all. I used my health care spending account to cover this cost. Because this was not something they could verify I need a detailed receipt so my card was not suspended. I tried on 3 different occasions to obtain this receipt and was not successful. I received another copy of the payment receipt once, another time, I was told my information had not yet processed, and the third was told it would be mailed out. This was on February 22. I finally received that receipt (which was the wrong document) on March 11.
I requested it be faxed to me but due to HIPAA was told this was not an option. Since this is my own personal information I was unclear as to the HIPAA violation especially when in the process of getting pre-registered I received 4 phone calls. Each time I was given information for a man that
was not my husband, down to the address and cell number. I corrected this the first time it was reviewed with me in error and had to do so 3 more times. I again updated this in person while onsite for a pre-op requirement and overheard the staff talking about how that was the tenth time that day there was a mix-up with someone s personal information. I understand there is a new computer system in place, but as a consumer, I have a simple ask. I made a payment for a service and should receive a detailed receipt. I don t think that is asking too much. The other concern is the personal information. It was troubling that it took so many attempts to have my emergency contact updated.

My last attempt was calling the office of Steve Wolfe, the CEO of IRMC. I worked with his assistant Cindy, who was great. She was able in 2 days to provide me with a receipt that my health care spending account would accept. However, it should not take so much effort. Also, I have yet to
receive a breakdown of how the $341 payment was divided. I am now receiving bills from the hospital from various departments. It is confusing to know if I am overpaying when I have never received a detailed account of how the money was dispersed.

While I had a very simple procedure and am irritated and frustrated with the number of attempts it has taken me to accomplish a very simple request, I can only imagine how this process could impact
someone with a serious medical condition that maybe doesn t have the health or stamina to continue to follow up with numerous requests.

It's no wonder that health providers, doctors and nurses, are choosing to leave this facility. Long gone are the days where someones well-being outweighed the cost of doing business especially at IRMC where if you can't pay a portion of the cost upfront without any detailed billing or statement then your procedure does not occur.

I am outraged at the administration portion of this facility. The fact that this policy of prepayment is even in place is ludicrous. IRMC should focus on compensating their health care workers (doctors and nurses) more than the administration. I will tell you that the only reason I ever considered using IRMC was due to the great people that were going to care for me. I did have exceptional care from each doctor and nurse that cared for me that day.

My reason for providing this review is in hopes the hospital would reconsider the prepayment policy for those who have insurance coverage. Due to the administrative policies and requirements, I would not recommend this facility.