Dr. Singer Island Health

My husband and I chose Singer Island after our in-network organization determined I wasn't a candidate for inpatient treatment. How wrong they were! The admission staff were amazing, as was the process. They made the flight arrangements and went over the financial responsibilities with us. Arrival was smooth and positive, and barring a few minor inconveniences, the groups were incredibly helpful and the environment was highly conducive to recovery. I've continued to keep up with several friends I met there, and I have attended the alumni meetings that haven't interfered with my IOP and other recovery requirements. However, I have never experienced more horrible communication in my life, and the stress it has caused me is entirely unnecessary. My husband and I discussed the financial responsibilities prior to my flight, and I signed financial documents on my arrival; however, those documents and confirmation of our discussion was never emailed to us or sent in any way, nor were… we given any contact information other than the main Singer Island number, which was answered only one time, and no one ever called back to answer my request. Neither my IOP or I were able to reach someone to get my medical records for continuation of care, and I was only able to get a response on this through an email to the general information email address which was copied my licensing board, as the records were required for licensure. This was accomplished 10 weeks after my discharge. Additionally, I had requested communication about our financial responsibility with the reasoning that my husband is retiring, and he has delayed his retirement until he could determine what our payment would be. I spent eleven weeks attempting to get this information, contacting the same individuals who had secured the medical records. I also provided my insurance company the contact information I'd received during my desperate quest for medical records, because they contacted me 6 weeks into this effort to ask me how to reach Singer Island. Today, I finally received the very first communication from the company other than survey requests and information about the alumni meetings. It was the bill I've been asking about for almost 3 months, and it is not what we had originally been told; however, I can't argue it since we never received a copy of what we signed. While the heart of the service is excellent, I am extremely disappointed in the customer service and business practices outside of the walls. If I could ever reach someone to discuss any of this, I wouldn't have written it here. Given time, I hope there will be improvements in this area, because they'll truly be exceptional.