TMB
Arizona,#2Author of original report
Thu, October 04, 2012
Linda McCaskill, Exec. Director, ARMS,
I understand that it is now your job there at ARMS to be the one to send this Generic response, however, I believe you are New to the facility, and were not even the Exec. Director when I was a patient there. As a matter fact the facility was going through several staff changes when we went in to Dr. Johnson's office for our follow up, to complain to him about how we were treated on the very day we were told there was not going to be a transfer. We asked what happened and what went wrong. You had not even started your first day yet.
I thank you for your apology, but it doesn't change what went on at this facility or the fact that still months later we have no answers, and are still empty handed with no pregnancy.
Though I appreciate you respecting my medical privacy, because you are required to by law, there was nothing out of the ordinary to cause concern, and According to the experience and expertice of the Doctors there, and the thousands of dollars in pre treatment testing that we went through there was nothing in my or my husband's personal information or health history that showed any concern or reason for this outcome. As a matter fact at our follow up meeting, Dr. Johnson even suggested we just pay to have the tubes untied and let it all happen naturally. When during our first consultation I told him my OB/GYN told me they would not be able to be reversed and if I was going to want to have children in the future it was going to have to be IVF.
I have that phone number you gave, and have left about 25 messages on the voicemail with no return calls. I finally had to start being transferred from the billing department out of state to your local phoenix office, in order to get someone to talk to me, and they continued to tell me things were being looked into and we will take care of it, and call you back the next day. This happened over and over and over. With no returned calls. I have had to wait on hold for hours to talk to someone and still heard the same thing over and over.
Now here it is 4 months later and your facility billing specialist that has been dealing with this is no longer there, and I had to start over with a new one. She is now telling me only $1980 is what is being returned for the Embryo transfer, storage, embryo freezing, etc. The second part of the process. How can that be? Guess it just shows how much this process really only should have cost about $4,000 not $18,000. Also, the fact we were told that the refund would take 2-4 weeks to be processed and received and here it is 4 months later to receive a $1980 check, after months of waiting and hours on hold, and people just giving us the run around.
I would love to talk with you, and see how you are planning to fix this. We are so upset about this experience, if your facility was going to give us a second try for free, I would not trust any of your staff to handle any of this delicate, very special process that you failed to care for the first time. My husband and I were treated unfairly, unkindly and unprofessionally the first time around, and now I can imagine how we would be treated walking in to your facility again.
Thank you
TMB
Arizona Reproductive Medicine Speci
Phoenix,#3UPDATE Employee
Thu, October 04, 2012
At Arizona Reproductive Medicine Specialists, our physicians, Dr. Mark Johnson, Dr. Barbara Faber and Dr. Drew Moffitt as well as all of our nurses and administrative staff are committed to helping our patients realize their dream of having a family.
We are very sorry that you feel you did not receive the best experience or outcome from your treatment. We understand that this can be a frustrating journey and while there have been misunderstandings from the details you provided, we respect your medical privacy and will not disclose your personal information or healthy history in a public venue.
I am the Executive Director for ARMS and would like to discuss your concerns with you directly. I can be reached at 602-343-2767. We want the best, healthiest and happiest outcomes for all of our patients.
I look forward to hearing from you. Thank you.
Linda McCaskill,Executive Director, ARMS