Our experience with the South Bend Clinic Dermatology Dept. was very negative. We used the Eddy Street location. Here is a timeline.
May 24, 2021- Appt with a nurse practitioner & was prescribed 2 medications
May 26, 2021 - Called the SB Clinic Dermatology Dept and informed them that the Rxs need prior authorization for the insurance. Am told this takes ~3 business days.
June 3, 2021- Call the clinic asking for an update, they promise a call back. No one called back.
June 4, 2021 - Call the clinic in the morning. Receive a call back in the afternoon w/apologies for the authorization taking so long. I ask what treatment could be used in the meantime until we can get the Rx. I’m told they will ask the nurse practitioner to call us with that information. No one called back.
June 8, 2021 - Called and asked for an update, I am told I will receive a call back. No one called back.
June 11, 2021 - Receive a call from the nurse stating that the clinic had been trying to get a hold of us and had no idea how to reach us. Note: my number hasn’t changed. She needed our insurance number in order to process the prior authorization. Note: the clinic had billed our insurance for our appt. I, again, ask for treatment options in the absence of an Rx since the condition is worsening. I’m promised a call back with that info. No one called back.
June 15, 2021 - I call begging for treatment options in the absence of any medication. I'm told someone will call me back. At 3pm, the nurse calls me and apologizes for the prior authorization taking so long. I explain AGAIN that right now we need some treatment options and she says she will talk with the nurse practitioner and call us back. No one called back.
June 16, 2021 - Call the clinic when they opened, asked again for treatment options as the condition has worsened. It’s been 23 days with no medication. I finally spoke to a secretary who seemed to recognize my humanity and said she would keep me on hold until I got an answer. She managed to get the nurse practitioner to give us a different Rx.
June 25, 2021 - The nurse called with a message saying that the prior authorization has been approved. She provided some details with how the medications should be taken.
June 28, 2021 - I called the clinic because neither of our pharmacies have received word of the prior authorization being approved. Later that afternoon, an individual called me to ask which pharmacy I use and they assured me that the Rx would be called in.
June 29, 2021 - We leave for a one week vacation.
July 5, 2021 - Our pharmacy does not have the Rxs. I called the clinic and explain the issue. They say they will call me back. No one called back.
July 6, 2021 - After digging around on their website, I find the emails for the Chief Executive Officer and the Chief Compliance Officer. I emailed this timeline to them and had an answer that same day.
You can draw your own conclusion, but here is mine. SB Clinic Derm Dept provides assembly line care, you are a number not a person. If your case fits the usual parameters, you will likely get decent care. However, if anything happens that needs special attention, you will be allowed to fall through the cracks and no one will ensure that your needs are met.
If you must go there because of insurance, get the name and email of the compliance officer at your very first visit and do not lose it. Contact them immediately at the first problem, do not wait as long as I did to get your needs met.
The personal experience that I have had at the Ironwood office has been, over all, very good. The information before, during, and after the surgery made it easier to deal with my skin cancer experience. However, I am very grateful I have insurance! It isn’t cheap...nothing in the medical industry is in the US. The one person that I must give kudos to and gratitude is Natalie Emmert. She has been exceptionally kind, patient, and informative during this whole ordeal from the beginning. I am so very thankful that she has been working with me.
