Integrative Healthcare Solutions

I am extremely disappointed with how Integrated Health Solutions handled my first visit. Before receiving care, my insurance benefits should have been verified and I should have been clearly informed of any services that would not be covered or would result in an additional charge. That did not happen. I was charged a copay and additional charges for X-rays and left the office having paid $175. I subsequently called Blue Cross Blue Shield myself and confirmed that I had already met my deductible and out-of-pocket maximum and that, based on my benefits, I should not have been charged the copay. When I called Integrated Health Solutions back, they acknowledged that the copay should not have been collected, but said they were still “checking” the X-ray coverage. That is exactly what should have been checked before the services were performed and before my card was charged. What bothered me even more was the response when I questioned the charges. Rather than simply acknowledging that their insurance verification and communication failed, I felt as though responsibility was being shifted back onto me. Patients—especially older patients navigating Medicare and secondary insurance—should not have to investigate their own benefits after the fact to determine whether a medical office charged them correctly. If there may be an out-of-pocket charge for an X-ray or any other service, the patient should be told before the service is performed and given the opportunity to consent to the cost. I have now had to spend my own time contacting my insurance company, calling the office repeatedly, and dealing with my bank over charges that should have been properly researched beforehand. A well-run medical practice verifies coverage, communicates costs clearly, and corrects billing mistakes promptly. My experience here fell well short of that standard.

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