This surgery center across the hall was excellent (Surgery Center of Texas). The doctor is excellent (Dr. Peter Raphael). The nursing staff was excellent (Each one was kind, patient, persistent and present). If the review stopped here, I would give them 5 stars. They are the reason this review caries stars at all.
The business practices scare the living crap out of me. This business entity is rapidly turning into an Insurance 'bait and switch' to Cash group. I was there for an Orchiectomy, with cash on hand, plus insurance that would approve the operation. They recommended I have insurance process and cover the operation (that was a mistake that cost me 4 months of physical swelling pain tolerance for which they were not very sympathetic). In addition for those considering anything other than botom surgeries, they have a 2 year standing policy to NOT bill to insurance any BA or Facial surgeries, even if you have an insurance contract verified that covers it. If you are a… cash only patient, you would do well with Dr. Peter Raphael, hands down. They are the reason an otherwise 5 star review is docked to 2 stars.
They are split into 2 entities once you enter the front door, the "Med Spa on the left", and the "Surgery Center of Texas on the right". The remaining of this review is regarding the Med Spa's business practices. If you have insurance to cover your transgender procedures, go somewhere else (I've found a few others in Texas and California, I can travel to and still spend TENS of THOUSANDS less money because they are in network). Their communication speed and consistency was very lacking, I would often wait up to two weeks at a time past major milestones for return of phone calls or emails, and wouldn't get follow up information until I reached out to them. They misrepresented my max out of pocket as my deductible, and then quoted me an insurance cost higher than the cash price, then lied to me stating they 'just called' my insurance company to verify the data, as my insurance company keeps detailed records on all correspondence and told me of each time they were contacted by them. They 'accidentally' emailed me someone else identifiable medical insurance information (a HIPAA violation for certain, as a white hat, I could have gone to town on that persons info). They had unfortunate issues processing my cash payment for 2 months that required careful banker investigation and resending of the funds. At preop, they did not have my present records ready, I made calls in the patient room to resend while waiting.
They attempted to have me SIGN A CONTRACT TO PREVENT ME from 'member filing' the cash paid procedures to my preapproved medical insurance. They did so during the pre-op visit within a bundle of rapid read and sign paperwork. I did not agree, and manually altered the language before I signed, and had them sign and return me a copy of my altered version. I cannot express this enough, THIS IS A TRAP, DO NOT SIGN IT!!! It bars insurance companies from pursuing claims information on your behalf. It is the unfortunate outcome of medical providers not successfully negotiating with insurance companies and instead retreating into their own rabbit holes of cash. There are, however, many medical providers whom are much better at navigating the insurance markets. These other providers must be rewarded for their success, seek them out.
However, this contract also altered the procedure of the Orchiectomy from Medically Necessary (as preapproved by my insurance) to Cosmetic in terminology with their Surgery Center. As such, they refused to produce a medical insurance billing statement with CPT Codes and Procedures to me so that I can complete the medical billing claim process on my own. I requested medical records, they promised 14 business day return (2 weeks and 4 days), and they stated I could get the records from the Med Spa and the Surgery Center in one release form, and fee. The Surgery Center did not agree and requested I send a separate form (which was a different format). The Med Spa has passed the legal 15 business day (3 calendar weeks) return of medical records, and I still have not received them, a note regarding their readiness, an email, phone call, nor a note regarding their unwillingness to produce the records (please note, the Surgery Center did produce medical records on time, and without fee!).
I did have an excellent surgery with excellent results and recovery. They are 'fast' with cash patience, and kinder to repeat patients (as I've noted my friends are getting better business treatment than I am at the same place, even discounted cash prices for the same procedure). At this time I CAN NOT ENDORSE anybody going to them for a procedure if you expect to get service from their business entity. When you plan to spend over $2000, for anything, proper business practices are also a necessary bedside manner.
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