UT Health East Texas
Reviews and Complaints

I had the unfortunate opportunity to speak with Phil M of the UT billing department today. Rude and pompous are an understatement describing this individual! My elderly mother has been billed for co-pays for her visits to her Humana in-network PCP. It is not a lot of money, but she should not be billed at all. I spoke with an UT billing supervisor recently and she provided the claim information submitted to Humana. She provided the PCP's NPI in which the claim was submitted. The NPI information received by Humana for claims was different and for an affiliated, non-network facility. I confirmed the facility information on the national NPI locator site. I provided this information via telephone and the MyChart messaging site multiple times now to UT Billing. After yet another response via UT MyChart from billing stating the amounts billed were correct, I reached out again via telephone. The UT billing agent I spoke with - Phil M - told me I presumed the claim to be billed incorrectly, it was not. He was extremely rude, argumentative, and disrespectful! He told me there was nothing that he would or could do, it would not be rebilled because the information sent to Humana was the information the PCP's office submitted, and it was correct. I attempted to explain the information I had gathered. He, very curtly, told me he felt that was the problem - I had investigated it on my own. I requested to speak to a supervisor, and he refused. He said the billing stands and no one would tell me anything any differently. Where do you turn? We will continue to work towards resolving this, but I imagine most give up. I am an advocate for my mother but not everyone has this resource. Again, it's not a lot of money but the small charges times who knows how many patients... results, lots of extra cash to cover the salaries of individuals like Phil M whose job is apparently to be abusive and dismissive to the very people that his group is supposed to serve! How many other elderly patients are UT Heath East and their affiliates taking advantage of?

Having been in the Medicare and Medicare Supplement world for only one ear, I have been very pleased with my insurance coverage, coupled with the dismissal of balances due by service providers, for ALL providers except UTHeath where I'm stuck paying virtually the full amount. My first issue with UTHealth was when Medicare said that there was a "coding error" by UTHealth. After working this situation for weeks, I gave up and paid the full amount. Now I have a bill for nearly the full amount simply for an office visit. The UTHealth Billing Department representative told me that UTHealth uniquely bills separately for the doctor and for the "use of clinic and equipment". He said that because of this, Medicare usually doesn't pay for HOPD (Hospital Out Patient Dept) charges. This disconnect between UTHealth's billing practices and Medicare's non-acceptance of them will force me to seek services elsewhere.

From June, to November, that you stated charging an extra $300.00 for my bone doctor to do one X-ray to one of my knees & 1 shot each of knees. I pay a co-pay of $45.00, now it would be $35.00, so I have shots to my neck a week later. At the end of December, I got a statement saying I owed that $300.00, for seeing my bone doctor in his office, because of that Walkway.

I had procedure done at UT health east texas that was not covered by my insurance. They told me this prior to procedure and collected payment up front. They then tried to bill my insurance and send me another bill for the procedure. When it was rejected by my insurance company they gave out my personal cell phone number to health insurance companies to call me saying I didnt have insurance and those companies tried to sell me insurance. When I asked to stop the companies said they could not because they had to act on the referrals UT Tyler sends them.

To whom it may concern,
A Hispanic brunette, slightly overweight woman sitting at the main entrance. I came with my mother to her mammogram appointment. There was a nice African American male sitting checking temperatures and helping us figure out where to go. He told me I wasn't allowed inside with my mother but told me where I could sit to wait for her. I sat quietly in one chair with my headphones in keeping to myself. All of a sudden that hispanic woman raised her voice to tell me I couldn't wait where I was. It was very rude the way she handled the situation and literally told me the only place I could wait was outside in the heat and rain. Very disrespectful especially seeing as how that nice man told me where to wait, she completely contradicted what he had told me. I wasn't bothering anyone where I was, I didn't even speak a word while waiting. I understand the rules are different with Covid but I was all alone and wearing my mask. My mother forgot her phone at home and had no way to find me, she can hardly walked and because of this Hispanic woman was forced to walk from the mammogram, to the gym (where I spent a portion of my time waiting) all the way back to the car. She never saw me standing out front in the rain. This situation could have been handled better and that woman is not the person you want to have as the face of the UT or Olympic Center company. The incident happened at 9:50 AM, Olympic Center main entrance on Tuesday September 14, 2021.
Thank you for your time.

Had 11:00 app for infusion for covid been here over an hour and a half still sitting in car while the ppl who are directing who comes in for treatment are to busy [censored]ting with each other and constantly on there cell phones What's the point of an appointment if those in charge don't keep them and to busy with what looks like there personal crap.

Your primary physicians office on Ragsdale Street in Jacksonville Texas every time I try to set an appointment up for Dr William b Roberson I always get a voicemail and even if I leave a voicemail I don't get called back. Many times when I have been there I have seen those nurses that are supposed to be answering the phone put people on hold just so they can continue their conversation. If something is not done with these lazy employees then all I can say is things will get very litigious. This is not a proper way to treat patients. They have been doing this for at least 3 years I have finally gotten tired of it so I'm writing this letter of complaint in hopes that y'all will do something about this.

I have been seeing Dr Uduma for several months, my mental health was followed by Annette at UT Dallas who was responsive, caring and really took an interest in me as a person. I had to switch to Uduma due to insurance changes. I have called the office and left 4 messages since Monday Aug 16, none of which have been returned. This happened last month as well. Poor mental and physical health and a physiatrist who is unreachable and unresponsive isn't a good mix

Today upon arriving, I signed and took a seat. I signed in with my married name and the name listed on my chart. Yet the front desk person called me by the previous last name on the chart. I didn't correct her today, due to being done with their petty ways. Then the check in person ask for my ins card and I gave it to her. She said nothing. She give me paper work without a clip board. Then the black nurse came out and called me by my previous last name. I didn't correct her, I just followed. She took my bp with a wrist cuff and it read incorrectly and informed her that my bp is never that high. I then took the bp myself with my smart watch and it was in normal range. She asked if I take bp meds and I said that I do and wrote down the bp anyway. She was very nonchalant asked couple other questions and walked out.

Good afternoon,
I spoke to a Shivonne in Dr. Remigio's office this afternoon. I let her know that my daughter would be a new patient and she needs to be treated for depression. Shivonne asked if she had a PCP. I said she had been treated before at CHRISTUS, but the doctor would no longer treat her because she aged out. They will not see 14+ year olds and my daughter is 15 now. My daughter just needs help. 
The woman on the phone said she would ask the doctor if she would be willing to see my daughter, but probably not if we are not establishing future visits. I explained to her that clearly my daughter would need future care, because it often takes a while to get medications right. So we would have to go back for follow-ups. She told me that the doctor would just refer her out for her depression to the Tyler Counseling center, and that is $400+ to be established. But if we are not going to go back to Dr. Remigio for other stuff, then they will not see my daughter at all.
My daughter cannot be seen with her PCP because she has aged out. We were trying to switch to a new doctor. This new doctor will not treat her on the off-chance that she could not get her in for other things besides depression. I specifically said "so, you won't see her for a visit because you may not be able to make money off us in the future?" She said that wasn't the case. 
I called another clinic (not UTHealth) who finally understood the severity of the situation and got us an appointment on Monday. During this call, Shivonne called me back, to which I did not answer.
She left me a voicemail stating the doctor denied seeing my daughter. A 15 year old with severe depression, who NEEDS to be seen. This is absolutely intolerable. Why is this doctor practicing for money, and not to treat patients? Clearly we would be establishing her as a new patient, but there was a chance, in their eyes, that they may not make further money from us so they did not want to risk it. 
They put their need for money above patient care. My daughter also has scoliosis and will need yearly check-ups at least for x-rays. Plus, she is a teenager and coming into her own and so will need check ups anyway. They did not even bother asking what other problems she may have. 
Her visits will be self-pay, so maybe that is the issue. That it is not worth taking on someone who pays cash because they cannot unnecessarily bill in the future. Despite this, a 15 year old girl was flat-out denied treatment because they're in cahoots with another place that charges a ridiculous amount of money, and that they can't guarantee billing on this new patient at their clinic.
Absolutely appalling. Teenagers are dying from suicide at a higher rate now more than ever and the fact that THIS is the concern of your doctors is absolutely terrifying. I would not be surprised if there were a lawsuit should something happen to someone because they are denied care. If there is a child out there that needs help, their help should be established regardless. 
I am VERY pleased with the other clinic outside of UTHealth that I spoke to. They were very concerned and knew that the patient comes first. This is why doctors become doctors. To help people, not for a paycheck like your doctors clearly are doing. I have never been more appalled with a clinic in my life, and their clear lack of care of a child. 

So many issues with staff members during the care of my father:

- Lack of communication with patient's family and spouse. When assigned family members call the hospital, there should be a response or at least some sort of information provided to them.

- Lack of respect for communicated wishes of both the patient and the spouse. There was a ton of research and advise provided to family members from other doctors who have successfully treated Covid patients. The information was disregarded and downplayed as if it was against the hospital's "policies".

- Downright rude and unprofessional in the way they handled communication. Staff members need to feel more empathy with the patients family members. Most of the communication from the hospital was blunt and matter-of-fact expressed. Maybe consider saying "we are doing everything we can" and not "don't think the patient is going to make it through the night".

- They need to do more training on how their staff communicates. Need to ensure that daily updates are given, wishes are met, care is excellent, and the patient lives through the entire hospital stay.

On July 8, 2019 I received a bill for $45.00 for date of service March 21, 2019. The bill had been paid at the time of service. I called 1-800-404-6627 to find out why I was receiving a bill. The woman I spoke to ask me to e-mail proof of payment and it would be reviewed. I sent in proof of payment. On June 28, 1019 I paid my usual co-pay of $45.00 at Scott Lamb, MD office. We were told we owed $45.00 for an unpaid co-pay. We paid the additional $45.00.

I have submitted all the information showing my proof of payment. To date I have not received my $45.00 refund for over payment. I'm sure if I owed you money you would be calling me every day for payment. Are you all that slow or that stupid? Do not call me with your BS. Just refund my money. I never had a problem when I dealt with ETMC . I wish you all had stayed in your own back yard and left us alone.
Claudia Barrett

I called the Dr office in Whitehouse and was transferred to Billing for an error in the billing done this morning at 8:00 9/11/19. The older woman I spoke to immediately became rude at every question I had along with cutting me off in mid sentence. I had to hang up on her. The original issue was I received a bill from UT regarding my daughters most recent appointment (a check-up) and she has insurance through Amerigroup but was billed through another insurance ( not sure why because her insurance has never changed) which I tried explaining to the woman and she was not understanding me and kept cutting me off saying I needed a denial letter. Well after hanging up on her being extremely rude I then called the insurance company United Healthcare which my current insurance through my job but my daughter has never received, anyway they said they would be willing to talk to the billing department to see what exactly they need to do or maybe clear up the misunderstanding that she is not covered through them. The gentleman called and the same woman answered, he went through the process of explaining the situation and she then said I did not know what insurance my daughter had and I did not make any sense to her and she tried to tell me I needed a letter to prove she does not have insurance through United in order to go farther. She was rude to the man helping me and also me again consistently cutting me and him off the entire conversation in turn still not understanding what questions were being asked or what information needed to be addressed. The customer service in this situation was non-existent! There should be punishment for this situation. The man with United on the phone with me said he will be making a formal complaint as well so please for that. Either insurance need to be billed correctly or this bill be dismissed! I need an apology! I need to know she will have a required customer service training! I work for the state and it is necessary to know how to communicate with the general public or do not have that job!

My mother was transported to your facility from Quitman on June 18, 2019. It is July 3, 2019 and due to attending not responding to her Insurance Provider on June 26th her case was denied for her to be placed in rehab. Also, the report insurance received was that she was only suffering from pneumonia. This ailment is the least of her worry and isn't why she was admitted in the first place. She had Diabetic Ketosis - Acute Pancreatitis -UTI - Sepsis and her lack of mobility in doing things without assistance. I requested as well did case manager she go to Rehab and possibly long term care due to her cognitive function with memory issues and the need for assistance in getting around. I was informed by Tyler Hospital Monday July 1st that Dr. Johnson had called and spoke to insurance but found the case was closed. I was told Tyler could do nothing regarding this and that she would not be able to stay while an appeal took place. I explained the reason it was denied was no fault of the insurance or my mother, but your facility in not responding to the Peer to Peer on the 26th of June. I also spoke to her other doctor [not sure name, but was foreign] that he had not gotten a request from case manangement of a Peer to Peer. I also speak to different Case Managers due to someone being out and someone taking over - maybe here lies the problem. It is apparent someone is dropping the ball and causing this from your facility. My mother is becoming depressed and begs me to take her home which I cannot do as I am not a licensed nurse and cannot care for her health related issues much less try and assist her in getting around. She deperately needs rehab and be in a skilled nursing facility for her safety and well-being. Please for her sake and her family respond to the insurance correctly and in the time they requested so she can be moved. I filed an appeal on July 1st and see that today it is pending in the naviHealth system. I am very concerned since the up-dated diagnosis still did not list the Diabetic Ketosis nor her lack of mobility without assistance. How difficult is it to provide all health related issues she was being treated for? Why are we still trying to resolve this? Who does the family speak with to get this matter taken care of once and for all? What happens if UT-Health Tyler drops the ball again and it's denied? I have placed a call into Adult Protective Services and have all the documents I've sent and ones from naviHealth. At this point I'm not sure what to do, but will try my best to ensure her health and safety are looked after. Please respond and let her family know what is going on. Her name is DOLLY K. SMITH - rm#3339

Took my stepmom in to establish new care (we just moved here from San Diego, CA.) and to move her from Independent living to Assisted Care. I also believed she was suffering from a UTI infection. Dr. Truong walked into the room and totally ignored me. I am her Power of Attorney, Health Proxy and Care Giver. He asked who referred her and I answered "me", because she wouldn't know. (My doctor was in the same building) He asked why I wasn't taking her to my doctor because Dr. Weis has much more time than he does, and I stated she was not available and I needed to have Carol seen right away due to the fact she was acting strange, maybe due to the UTI infection, but she had just informed me in the lobby that she threw all her medications away in August and did not tell me. Another reason why I needed to move her to Assisted living. I noticed he was becoming irritated with me and started asking her questions. She could not recall when the last time she was at the doctor. He asked her why she threw her pills away and she said she didn't she just ran out. I butted in and stated no, this is why I am here, she can not be trusted to take her own medication on her own, she had plenty to get by until we established care. I told him she also did not want to come to the doctor today and he blew up and said then why did you bring her here! I can not help someone that doesn't want to be helped. I explained I am her care giver and stepdaughter and that I needed paperwork filled out for the assisted living facility so she can move in so they can give her medication to her and make sure she is taking acre of herselp. He then refused to fill out the paperwork and refused to establish care and said take her to your doctor! We left the room and I asked for my paperwork back that I gave the nurse and he said I don't know where your paperwork is or where the nurse is. I said I guess I will/ till I get it. H said then wait. A gentlemen who overheard everything behind the nurse station told me that he would /bring me the paperwork and for me to go up front and wait. I was so upset. I have never had a doctor refuse care on an elderly person before or talk to me in such a demeaning manner. He didn't even want to talk to me about her history or what plan of action we could do going forward. He is an arrogant son of a B and should not be in practice. I have made an appointment with the help of the Assisted Care facility to see another doctor they recommended on Friday,