Healthlink Insights, Inc.

I wouldn't give Nortons Healthcare another penny. Go Anywhere else. In 19 my father was in the ER, 93 year old War II Vet. Dying. His Dr. was a Nortons Community Clinic Doc. It took the ER 8 or 9 hours to get that idiot to call back and authorize some pain meds. Shortly thereafter, he went to a room, and my step mom, an RN, signed the DNR. When he coded at midnight, they tried for a long time to bring him back. Oops. Guess we made his last few minutes on earth pretty intolerable. In my own case, I'm a retired Army vet, and was seeking records to assist with a VA claim. Every time I called, went to the clinic or filled out a form they told me to use, it was the wrong form, they couldn't find my records, or they just didn't know why, but they couldn't access them. that is the epitome of gross incompetence. In the latest incident, my wife has a Nurse Practitioner she sees as her Primary Care Manager. Not too long ago, Norton acquired that facility. So now we're stuck dealing with them again, unless my wife changes PCMs. She was recently referred to an outside MRI / Radiology clinic. Nortons said the referral had been submitted and approved. Wife sees the MRI folks, and then goes on to see another provider they sent her too. Yesterday we get a bill from the MRI folks. Over $3K. Why? Because they never had a referral, so insurance is denying it. When she called Nortons, they can't produce it, they have no record, and nor does my insurance. So we asked, why did (and we provide the name of the woman in referrals) she call and state it was approved. They stated, we don't know. then transferred us to billing. In short, I'm going to have to pay out of pocket because they're too ineffective to write a referral and get a pre authorization from TRICARE. Run from Nortons. They don't have a hoot about you or anyone else. They give a hoot about metrics, and money.

The Records Department is in dire need of help! My STD was not approved due to their lack of attention, urgency and knowledge. As a patient, no one should have to spend time following up trying to get records on what the Insurance company had already requested, but couldn’t get for numerous reasons and I was even told they were sent. A mess. When you are off you are supposed to be recovering not talking with individuals each telling you a different story. This is shameful and an embarrassment to the medical community. After 5 months and fed up w/ being denied and not finding anyone who could give a straight answer, I finally sent a message on My Chart to the office Manager. My records were sent that day. Relieved the records were finally sent, but so disturbing, very disappointing it took so much to get someone to take action. Peoples livelihoods, health and well-being depend timely information getting to the Insurance company. My experience, it takes 7-9 days for an online request to get into the system. This was confirmed by several employees. It’s can take up to 30 days to get a request. Also confirmed by employee’s. If the request has an error, add another 39 days! It’s start over time. This is beyond ludicrous. You guys making the decisions, I hope you don’t have to be out for anything to experience this first hand. It’s a nightmare on top of everything else!! Make sure you have at least 3-6 months pay banked.