DVR/Dr. Mo Patients

Hey all - I've been reading with dismay the posts about the customer service (or lack thereof) at GBMC's COMP program.  Now, keep in mind that the practice has grown tremendously since I had my surgery in August 2005, and there's been an incredible turnover in front office staff.  Having said that, DVR has worked really hard to build a solid practice and would hate to hear what's being said about his program.  So yesterday, I called and talked to Kathy, DVR's nurse, and told her what I've been hearing.  She pretty much knew about the complaints, but was dismayed to learn it had reached these boards. They're trying really hard to straighten things out, and ask that everyone have some patience, which I told her is practically impossible when you're waiting for a life-altering decision.  Anyway, if you're not already, I suggest that you start keeping documentation of who you talked to, when, details, etc.  This will help you speak intelligently should a problem arise. I know it's not much comfort, but they are committed to good patient care and want our feedback.  Take notes, keep in mind that for some of us, the process is a lengthy one and call Kathy if it gets really bad. Hang in there - Rome wasn't built in a day, and we didn't get overweight overnight!!! Tia

Tia...that was very considerate of you to bring that to DVR's office. Thanks and btw...I have never had any complaints with the office at all. My surgery and the 6 months prior to surgery went without any holdups and I am just 2 weeks out.

Tia: You know I was thinking yesterday that  DVR and Dr. Mo need to know what is being said. I have great respect  for DVR and would hate to see his practice suffer due to the office staff. I wanted to talk with Kathy or preferably DVR yesterday about a health concern and after sitting on the phone for half an hour ( never ever spoke to a human voice) I hung up frustrated as hell.  Well I thought about it some and then decided I would put my question  in writing and fax it to the office -   I addressed it too Kathy.  24 hours later I have heard nothing in response.  So again I have to wonder if she even got the fax-  who knows. I know they are swamped but like you said we as his patients are usually waiting on life altering decisions.   I don't need an immediate answer to my question but Kathys issue yesterday deserves to be looked into and taken care of NOW. I started my process in November of last year hoping to have surgury in January 2007 -  well I finally had mine of July 5th -  the delay was mainly an issue with my PCP and insurance company so I cann't blame it on GBMC COMP but Kathy does have a right to an immediate solution to her problem. As she explained this delay may force her to delay her surgury for several months and having been there done that it is inexcusable that her paperwork got filed with all that essential information left out:  then to leave three or more messages that noone even bothers to return is totally beyond comprehension. I have to be honest if I were Kathy I would probably find another Dr. at this point. Of course getting copies of all the records and test would probably  take  forever and she will be delayed a couple months anyway

Thanks, Gail!!  I just have such a deep respect for DVR that I felt I had to do this.  My experience, both physically and mentally, was virtually pain free.  In fact, due to the insurance I have, I knew before I left my initial consult that I was approved and walked out that night with a surgery date.  Pretty rare, from what I'm hearing now.  Plus, I think, all in all, I paid less than $200 out of pocket and that was from copays for the pre-op testing! Hopefully, they'll get it together and continue giving the attention we've come to know, expect and deserve!! Tia

Darla - You're right of course, and I feel sooooooooo bad for Kathy.  I was so fortunate to have DVR calling to check on me himself once I was discharged, because I was having more pain than normal with the JP drain/tubing.  I know he's still committed to providing quality care, but their front office is, after, all, reflective of them. I called Kathy yesterday a.m. at 9:30 and she didn't get back to me until after 5.  Now granted, once I got a live person, had I said I was having problems, I think I would've gotten an immediate response.  Next time you call, try to manipulate the automated system so a live person picks up.  Sometimes, you have to do whatever is necessary!!!  Hopefully, Kathy will get back to you soon.  If not, pick up that phone! Tia

Tia, it is very sweet of you to worry about me/us, and I agree that the doctors at GBMC are great and deserve to know there is a problem. I hope they appreciate your efforts. I know I do. I am also relieved to know they are trying to work things out. I guess I should have said, along with my frustrations, that the Nurses, Sloane and Dr. Moein have been quite wonderful. I've gotten all of my questions answered, and felt very comfortable working with all of them. I also know from seeing it when I am there, that their front office is very busy. My frustration comes from a lack of follow-up. Everyone else I know who has used this program has paid their program fee at the 1st or 2nd appointment.  I wasn't even asked for mine.  This should be good news, who wants to pay $500 out of pocket before you have to.  But, when I asked them, after several appointments, they still weren't going to ask me for it. Would this have delayed it further, if I hadn't asked? Does the back office staff know that things like that are happening? Anyhow, I do appreciate your taking this feedback to the office Tia. As frustrating as it is, at least I know that the powers that be are working to improve it. Hopefully, before not too long, this will all be a distant memory.

Hey Kathy - Happy to help, and I'm sooooo sorry that you've had this experience.  I started the program before the program fee kicked in, so I'm glad to say I didn't have to pay that.  The front office staff was also completely different and the practice was much smaller, so they were able to focus on less patients, thus giving us more time. I agree, the care that we get from DVR & Co., is second to none, I definitely made the right choice after having attended another doctor's seminar (and I use the word seminar loosely!).  I also reiterated to Kathy that the concerns stem not from the patient care, but rather the customer service. I also did suggest that they visit this board to see what's being said - I know they have in the past, but as they're so busy, don't know how much time they have to check now. Keep us posted and keep your chin up, Tia

Ah, I long for the eutopia that was COMP when you had your surgery .  I am absolutely satisfied, and in fact thrilled with the care I've received with all but the medical assistant in the back office. The RN's are wonderfly compassionate and knowledgeable, Dr. Mo is quiet and sometimes hard to read, but I am very satisfied that he will give me the best of care and has top notch skills to do my surgery. I think Sloane is "the bomb". So, I didn't want to give the impression that I am bashing the program.  I tried to call Kathy today to follow up with my conversation with DVR at support group last night, and just to reiterate what you spoke to her about. The gate keepers at the front desk wouldn't put me into voicemail, and didn't even want to talk to me without me giving them my name. I have no problem doing that, but I know my name has floated all around the front office the past few days. I spoke with Aetna again today, and with Rose yet again.  Rose is telling me that Aetna told her they have everything she sent.  Then, Aetna tells me they haven't received the letter of medical necessity from my PCP, my documented weight history and the COMP office notes from my physician supervised weight loss.  Rose is telling me she sent 23 pages, and they confirm receipt of 23 pages. But, if that 23 didn't include what they need, then either I need to provide more info, or she needs to provide more info. But, I can't get a straight story.  Even Rose admitted she has gotten other Aetna approvals since submitting for mine.  She also said she sent it on 9/3, which is 9 days after my final appointment, and 7 days after she originally confirmed to me that she sent it. In fact, that is the day I started calling Aetna for status, and found out they didn't have anything yet. I have no doubt that Rose is overwhelmed with the work load, as the practice has grown just since I started researching it, by leaps and bounds. But, if she needs help, she needs to ask for it.  She also needs to be honest with patients, and manage our expectations.  Even Aetna told me they always make decisions within 2 weeks, if they have all the info. But, my dilemma is, who do I believe, do I just sit and wait... I'm not one of those patients that shopped around for a surgeon. I did research 2 years ago for my ex-boyfriend who was going to have the surgery. I didn't have the insurance coverage for it at the time. When the time came for me to consider it, I went to the COMP info session, and felt a very strong connection with the program, and based on patient testimonials, felt I was where I needed to be.  I am still that confident in the doctors, but if I can't even get to the doctors to complete my surgery, where does that leave me?  Someone asked at the meeting last night, when do you start "plan b".  I have to wonder the same thing. The $500 investment I made in the program fee is chump change compared to my emotional investment in this. What if the insurance company is going to require more? Then, I have just missed a month of a visit, and have to start all over?? Well, thanks Tia for advocating for us DVR/Dr. Mo patients, and thanks to all of my OH family for their shoulders to cry on.  I know this too shall pass. But, in the meantime, aarrgghh

Thanks for being a great advocate Tia. That was a good idea for you to make the call and speak with Kathy. I wonder if they would be a little more patient aware if they also monitored the posts here on OH. I have noticed that one of the staff from St. Agnes posts here often giing information and announcements about support groups. I personally think it would be in their best interest to interact with us in this manner so they know what people are feeling etc. Thanks for doing this.

Aime - See my post to Kathy right above yours.  I know at one time, they visited the MD Board, but given how busy they are now, not sure how much they read.  I did suggest that they might want to do that, though.   It's an intelligent patient who documents EVERYTHING!!  It can only help! Tia