Summit Health - Summithealth - Summithealth.com Avis 

My primary care doctor is the greatest doctor and deserves 5 stars in every way. However, I am leaving a 1-star review for Summit Health's management. Ever since Private Equity took over Westmed, the corporate administration has made it extremely challenging to reach my doctor. The phone prompts are all about billing and insurance which are clearly outlined yet do not provide a clear way to reach the doctor's office for urgent matters. Nothing more annoying when you are having medical concerns and staff always asking if insurance or anything else has changed recently when you're speaking to them repeatedly over days. It took 3 days to reach the doctor after 4 escalation attempts related to an urgent matter. The corporate bureaucracy is ruining patient care. This is clearly about profits over patient care and unfortunately, no profession is safe anymore.

Disappointing Communication and Customer Service
I had a very frustrating experience with Summit Health due to poor communication from the staff. Phone calls and messages were not returned in a timely manner, and it was difficult to get clear answers regarding appointments and follow-up care. Different staff members provided inconsistent information, which created confusion and unnecessary stress. Patients should not have to repeatedly follow up just to receive basic updates about their healthcare. I hope Summit Health improves its communication processes and customer service so that future patients receive the attention and support they deserve.

The patient portal is GARBAGE the codes they give you to sign in so I can I can see my test results for my cat scan ON MY HEART won’t work, they’re saying expired when I immediately type them in. Tried having them text it call me different emails, everything. Junk.

I will start by saying that I have had no problems with the medical care at this group. My issue is with the billing office. I have been absolutely floored by the complete lack of competence of the billing office. A year and a half after I moved out of New Jersey and had switched to a different healthcare provider, I received a bill from a service 21 months prior for about $1,800. I will acknowledge that the legal statute of limitations for collecting medical debt in NJ is 6 years - that does not make it reasonable in my opinion and this is not a one off circumstance for Summit Health. That being said, with it being so long after the date of service, I had to figure out how to get into my old insurance portal and get in contact with my former insurance company. When I did, they advised that they adjusted the bill to about $535 (as per the contracted legally allowed amount for the services that I received) and that it was paid in full. I got an EOB. The amount that Summit Health billed me for was the difference between what the insurance company adjusted and paid and what they had originally charged (again, outside of the contracted allowed amount). I took this back to Summit Health. The first person I spoke with on the phone said that insurance denied the claim because it wasn’t a covered service. I pointed out that I literally had an EOB that adjusted the bill and paid for it, so obviously that wasn’t correct. She gave me the run around and when I didn’t accept it, she said she would escalate it and someone would call me back within 2 business days. Nobody called me back. I called back again and spoke with someone else. She couldn’t figure out why I was being charged, so she said she would escalate it and have somebody call me back. Nobody called me back. I called back and spoke with a third person who said he couldn’t do anything and somebody would call me back. Mind you, these were not quick conversations each time. I spent multiple hours during my work day on the phone going back and forth with the insurance company (I was somehow forced to be the liaison between the two entities despite knowing the least about the contract and not having access to the system and whatever they were missing to remove the bill????). After about couple of weeks of continuously chasing Summit Health, I finally got someone who was able to remove the charge. This was the same billing office line that I had been repeatedly calling, so I imagine that all of the reps that I spoke with previously had power to do something and just didn’t. She said she would do whatever needed to be done to remove the bill, and that she would call me back before noon 2 days later to confirm that it had been done. She never called me back. When I called in that afternoon, I spoke with someone who confirmed that the bill removed, but he said you now have another bill of about $61 or something. Are you kidding me? He said that a separate service had been denied by the insurance company. So I went back to my insurance company and they said yes it was denied but we believe it was incorrectly coded by Summit Health’s billing office. Back I go. I start another process of going back and forth between Summit Health and my insurance company. I inform Summit Health that I’m working on this with insurance - do not send my bill to collections. A few weeks later, I find out that they sent my bill to collections!!!! When I gave somebody a mouthful on this, she said it’s automatically sent to collections after a certain amount of time. Why was I not informed of that? Also, there has to be a way to prevent that when you KNOW somebody is working with their insurance company on the claim issue. Ultimately, I won, and paid nothing. I have never been so irate in my life. Summit Health’s billing office is completely unprofessional and unwilling to help. I fought tooth and nail to not be charged by covered and ALREADY PAID FOR SERVICES removed from my bill. This is not the first time I am aware of them billing people a very long time after the date of service. My mom has had several experiences with that as well (those bills, to my knowledge, were correct). I recommend avoiding this practice to protect yourself from circumstances like this.

Do NOT go to this medical group. All you’ll get is frustration, misdiagnoses, ridiculous wait times for appt and in waiting room, whiny employees, shady billing and constant screw ups. They have literally stopped caring and it’s obvious. I called customer care for two very shady bills and first, got no response at all and then a general phone call where they did absolutely nothing to help. They’ve given up so I am giving up on them and moving myself and my family to a different practice. Bye, dumpster fire, ghetto medical group. You should be ashamed of yourselves. Zero stars.

PS - Summit - please don’t insult me with a bs reply saying how sorry you are and giving me a phone number of someone who will do NADA to help me. This isn’t my first time dealing with your incompetence and I have no illusions of you actually doing your job correctly.

Summit Health Gastroenterology is an unprofessional, disorganized mess. After taking all my information during intake and promising a prompt follow-up, they went completely silent for eight weeks before finally calling. The person on the phone was rude and dismissive, telling me they were “screening me to see if I was eligible” with no explanation. They claimed an assistant would call me next, but that never happened.

At that point, I had already scheduled elsewhere because waiting that long for a basic screening is unacceptable. When you reach a certain age, getting a colonoscopy is not something that should be delayed, yet Summit Health operates with no sense of urgency or care for their patients. This kind of neglect is completely in line with how Summit Health functions overall—poor service, no accountability, and subpar patient care. They have lot of investor money, to make everything seem on par but they are inexcusable.

Their billing practices have already led to legal action, and their approach to healthcare is just as bad. If you need competent, timely medical care, go somewhere else.