CCF Complaint

I've been reading postings on this very fine Bulletin Board since shortly after I was diagnosed with lone A-fib in July. I've observed that the Cleveland Clinic and its staff receives consistently good comment.

My experience there, however, has not been smooth.

I made my first visit to CCF for an initial consultation last week, on Oct. 23. Since I had not asked to see a specific EP, I was "assigned" to Dr. David Martin, who does not perform PVIs. That was OK with me, since it was merely an initial consult, but then the problems began:

1. The check-in and patient interview went efficiently, but then I was left to wait 2 hours and 20 minutes in an examining room before Dr. Martin appeared.

2. I had sent Dr. Martin a letter by FedEx several weeks earlier, at CCF's suggestion, explaining my reasons for the visit and containing a dozen questions I wanted to cover. He had not received the letter. I verified that it went to exactly the correct address. His secretary said, "Oh, that's very bad. That's not good," when I asked her about this lapse.

3. Since the visit I've been trying to correct CCF's billing address for me. When I tried to do this in person before leaving, I was told to use the phone. When I phoned, I was told they did not have me in their computer yet, and that I should "Call back Monday." Now that I'm home, I've tried to get through to their billing department, and was put in a phone queue for more than an hour, when I finally gave up.

I'm trying to keep an open mind by telling myself that these problems are within the administrative rather than the clinical realm. But the experience has soured my attitude toward CCF.

JP - I'm very sorry about your CCF experience. With all the discussion about Dr. Natale on this forum, I'm surprised you didn't request a consult with him. But since that's not an issue at this point, where do you go from here? Still considering CCF?

Since I live here in Cleveland, we all know the pitfalls of a big operation like the CCF. I agree that being left to wait for 2 hours is inexcusable. You should write and express your displeasure. Periodically, the CCF hands out evaluation forms to patients to assess the service and care they have received, so I know they are trying to improve their image for prompt service.

If you decide to return to see Dr. Natale, the whole consultation takes on an entirely different tone than in the cardiology department. The EP nurses really are efficient and take charge. For my consultation, I had to wait until Dr. Natale was out of surgery; this was about 2 hours also, but I knew that and took a walk, sat in the sunshine and had lunch.

You probably have an 800 number for the CCF. I suggest you call the operator and ask for the Ombudsman and register your complaint. See what advice they can give you to get your billing address corrected and explain your whole story. They need to know.

I should also tell you that it is hit or miss with the CCF billing. Maybe all hospitals are the same, but I've been there enough to realize that there is a serious efficiency glitch in the billing department. I've had bills show up as late as a year or more. If CCF ever wants to build another huge facility, to fund it, all they would have to do is collect on all the billing errors and past due statements that are uncollectable because of date errors and they could do it for free. Seriously. If this would drive you over the edge, then perhaps CCF is not for you.....

However, I'm urging you to reconsider and get a better consultation with Dr. Natale. Of course, you'll have to wait. If time is of the essence, then maybe try Marcus Wharton, MD the EP from SC.

I'm very sorry to learn of your experience. The last thing an afibber needs is the run-around you received. Inexcusable.

Jackie

JF:

It appears that I may have been cured at the clinic and if so I will be forever grateful for that. But I did feel like a number about half the time and was very frustrated by the chaos. Like the right hand doesn't know what the left is doing.

I also had to wait about 2 1/2 hours to see one of the great doctors. I was seen by two women prior to him. I really don't know what their positions were. I told my entire story to both of them as they requested. By the time I saw the doctor my head was spinning and I was exhausted. But I did manage to get most of my questions answered.

Unfortunatley, I guess it may be the price you have to pay to get access to "world renowned doctors". One of the residents summed it up nicely while I was there in August. "bureaucracy sucks".

Hang in there,

njb

<<One of the residents summed it up nicely while I was there in August. "bureaucracy sucks". >>

I can relate to the "bureaucracy" deal for sure, folks, but this is no excuse for the lack of caring a patient receives. The CCs cardio department is a HUGE economic and ego niche for this outfit... and having doctors and staff that relate to patients at all times and respect their patient's time "alone" is mandatory.

Mostly, this BB has positive feedback from the CC's staff and doctors. But, as I know, one must never leave the loo with your pants unzipped. Bad impressions are difficult to repair. Perhaps this is just one 'glitch' in the whole scheme of things, eh.

I guess if I were in the mood for an ablation, I'd prolly go to the CC. At least I'd give 'em a try. Steve

JP:

Perhaps the problems we've encountered at the Clinic are really not that much different than any other big outfit in today's world. I think it seems worse though because they do so much horn blowing about how great evverything is there. I sincerely believe that they do have some of the world's best heart doctors. And that is what I wanted more than anything.

But it certainly seems that one has to advocate for him or herself in order to get what you deserve. And in my case, that has included letter writing, repeated phone calls, emails, etc. As far as a follow-up appointment, it has now been changed for the 3rd time. Fortunely, I called today because I hadn't received written confirmation about the latest change ---even though I was told by two different people they would send me confirmation.

My appointment had been changed for the better. But I wouldnt have know if I hadn't taken the initiative to call.

So I guess it's a question of how much do you value one of these great doctors vs. how much are you willing to fight for what you need.

njb

The billing department at CCF certainly lacks in efficiency. I have waited several months for an invoice. The medical service, however, has been nothing less than spectacular. I first went to CCF when a local highly respected cardiologist suggested that I needed to have an aortic valve replaced. This diagnosis was confirmed by a local cardiac surgeon. Looking for a second opinion, I went to CCF. Several of the doctors reviewed my echo films and couldn’t figure out why the local doctor was suggesting surgery. These cardiologists and the CCF surgeon with whom I had made an appointment all agreed that I had moderate aortic insufficiency and was a long way from needing surgery. Each year I have gone back to CCF for a check up and to get tests to renew my pilot’s medical certificate. My CCF cardiologist gave me his email address and promised to answer questions (at no charge) within two days. Over the last two years I have actually used that privilege three times. The response time has varied between four hours (the longest) and five minutes (the shortest). I find it unbelievable in this day and age that I can set down at the computer, write an email to my cardiologist at CCF and actually get a response. Despite its billing problems I find it to be a top notch operation. I have never had to wait on doctors, but maybe I have just been lucky on that score.

Thank you Jackie, njb, Steve and Ray L, for your words of encouragement, sympathy and advice concerning my less-than-smooth experience with the Cleveland Clinic bureaucracy.

Your postings underline the importance of taking a vigorous and pro-active stance in dealing with the CCF or any large institution. It's certainly easy to get lost in the bureaucratic mazes that these big organizations have allowed to evolve.

For my part, I certainly have not given up on the CCF after only one visit, in large part because I agree with many of the participants on this bulletin board in the view that the CCF electrophysiology staff may well be one of the top two or three in the world.

So, CCF, I'll be back!

JP