In response to the response they provided: the con...

In response to the response they provided: the consents were not in my name but I became the family spokesperson in the form of the review provided below. The others involved, and with consents mentioning them specifically from day 1, were exasperated by the lack of response to every form of reaching out they could think of. They did not want to "make a scene" but we spent weeks trying to get information and nothing was working so I was the agreed upon person to "act out" by leaving this review. Clearly it worked because, as stated in my update below, we got a call the very next day and now have weekly phone calls set up.

Update: the day after leaving this review, my family member's case manager reached out to us, gave us an update, and we set weekly times for updates from here going forward. We were also able to get some more insurance information. We appreciate this outreach. Also, the issues multiple reviews mention about being told insurance is covering then being told they're not covering is not unique to them. It has happened to us and to other people we've come to know on the program. I believe the language they use is not clear so people that are not familiar with insurance processes do not understand correctly. Just be careful and make sure you ask for very specific language and authorization numbers!

My family member appears to be getting the treatment she needs in there and that's the only reason they are getting 2 stars right now.

S/he has been in there for over 45 days and we have had virtually no communication unless we seek it out.
We were told we would be contacted within a few days of him/her arriving at Sante. We did not get any information until s/he was able to call us.

We were told we would be receiving weekly updates from her case manager, Shelley. We have not. We have emailed her with limited response. At one point she asked for our availabilities to do a phone call, which we gave, but have yet to receive a call from her. Aside from 1 phone call, the only time we have gotten information from her is when we have emailed her or happened to call her during hours she was at work.

We have been requesting insurance updates and information, so we can know how much insurance is or is not covering, from the beginning. The family member gave us permission on all the forms to receive this information. We just received email verification with authorization numbers from her insurance. Today. After over 45 days of being in treatment. And it still does not explicitly state that insurance is covering what Lorena, in billing, says it will.

We need somebody that can do something to actually do something. We have called and emailed and tried to contact everyone we can think of. Multiple people have "reached out to Shelley" to have her get in contact with us and she has not. We need to know how our family member is doing. We need to have whatever insurance updates are available. We were told Sante has a good reputation and that they are very communicative with family but that is not the treatment we are receiving.