Steven Williams (retired)

The one and only issue I have had with the clinic was a miscommunication on a voicemail from an LPN within the office (not my doctor's nurse). When the nurse called to give me my progesterone results she informed me that my progesterone was low and that she would be sending in a prescription for pills to be taken after my period ends for two weeks. So I began taking them directly after my period ended. It was not until day ten of my cycle when I was at the doctor's office speaking with my actual doctor that I was supposed to take them after my peak fertility days. The doctor conducted my exam and determined it did not do damage to this cycle and as long as I stopped taking them and started back up when he told me I should be ok. I was pretty upset and worried that something like this might happen to someone else. I sent an email to the patient portal and received an email stating their apologies, and that they plan to use this example in an upcoming training (obviously omitting all the personal details).

Our doctor constantly forgot what stage of treatment we were on so if we would have not advocated we would have spent money of medications that would have been admitted incorrectly.

I am allergic to latex and I feel like I have to constantly remind the office not to use the latex covers on the ultrasound wands.

There was a miscommunication on balance on the account. I was told I was paid up, and a week later was hit with a $500 statement balance

My wife and I are both using this clinic. We started with her, then to me, then back to her. Since we come in together and have the same last name, they've confused our charts, or combined them. Sometimes they'll call my wife with my results, sometimes they will call me. They haven't set up a portal for me yet, but they seem to be putting all my information in my wife's portal. It's a little annoying because we are separate patients, but at least it's my wife and not some other patient that's getting my information.

Nancy lied about general anesthesia being an option.

Nurse gave us appointment time and date but entered it on her end in wrong month. Day before appointnent I caught it on portal and called. Had to have appointment rescheduled after already planning mine and husbands work schedule.

Someone didn't call me with a progesterone level result. It was only to confirm whether I ovulated (I was pretty sure I did, so didn't follow up right away). She apologized and indicated they had critical staff out on vacation. I wasn't too concerned and wouldn't let that experience away you from choosing the clinic.

One of the biggest issues I had was with the billing department here. It is awfully complicated, but I had to compile a timeline for litigation purposes so I will just copy and paste it here: On October 13th, 2015 I returned a call from Fallon Johns at Dr. Williams office to pay for the upcoming IVF procedure. Fallon informed me that she spoke to my insurance company and that they covered the procedure at 80%. This meant that our ICSI w/natural sperm procedure would cost (Approximately) 1,300 dollars. I expressed surprise with this because our insurance had not covered any of the IUI procedures that we had done over the last year. She told me that they do NOT cover inseminations, but they DO cover IVF/ICSI procedures. I was still in disbelief so I made her confirm that it was my social security number, and my insurance company etc. She confirmed. I asked her to please send me confirmation via mail. She did. She also told me that our plan covered unlimited procedures. Obviously thrilled, I paid my deposit and we proceeded onward. On December 8th I underwent an egg retrieval. On December 11th I underwent an egg transfer. These procedures were ultimately unsuccessful. UNBEKNOWNST TO ME: my insurance company had contacted Dr. WIlliams' office and denied my claim from December. On December 23, records show, Dr. Williams' office contacted the insurance company and was told that it was covered, and that they should resubmit the claim. They presumably did. I was not informed that there was any issue. On approximately December 29th I met with Dr Williams and his nurse about doing another round of ICSI with natural sperm. The plan was to begin with my next period that would presumably be in January. On approximately January 13 or 14th my husband filled out the insurance coverage form provided by Doctor Williams' office by calling our insurance provider, reading them the codes provided by ORM on my form and having them say whether they were covered or not. The person on the form at our insurance provider told my husband that every code was covered, that medications were not covered, and there was no limit to the number of procedures we could do in the future. On either the 13th or 14th I brought back the completed form and our signed embryo cryopreservation form to ORM. On January 18th, Dr Williams' office called my insurance company again and was told, again, that the procedure was covered. On January 19th I received a call from Kerry at the ORM billing office who told me that my procedure was covered at 80%, and that (with our deductible) I owe 3900 dollars for the entire procedure, not including medications. On January 20th, we paid the deposit of 3900 dollars to ORM. Between January 20th and 30th, I had several conversations with my nurses at ORM about how to proceed through this cycle, none of which mentioned any past or current problems with my insurance. On January 30th, I started taking hormonal birth control for this round of IVF and already had my IVF schedule delivered to me via my patient portal. On the morning of February 1st, I was called by ORM nurse Nancy and told that she was going to either mail my patient folder to me or I could come and pick it up. I returned the call and said that she should mail it. At approximately 3:45 PM on February 1st, I received a call from Kerry at the ORM office asking if I had received my letter of denial regarding insurance claims. I said no I had not. She informed me that despite overwhelming evidence to the contrary provided from my insurance company, that not only was my procedure from December not covered, but the current cycle in which I was engaged was not covered. She informed me that unless I paid ORM approximately 15,000 dollars, I would not be able to continue my current cycle. Later, I would learn that Fallon Johns, the employee who initially OK'ed my procedures, was fired by ORM. No one would give me any more information. I was also informed that despite the fact that ORM only billed me for 1300 dollars, which I paid, and then they in consideration of that fact not only completed the IVF procedure--but allowed me to start a second one at the SAME price, that they would not honor our original contract re: the price for my first IVF cycle. I ultimately canceled the second cycle and went elsewhere. They are still billing me for the first IVF cycle which I refuse to pay as I detrimentally relied upon their assertion that I only owed 1300 dollars, an assertion they made for many, many, months despite what would later become clear were major red flags from my insurance provider regarding my coverage.

Several times I had to call in to get test results because they forgot to call. One of the appts I had with the Dr he was reading off a different patience notes and had my paperwork misplaced somewhere.