SimonMed Imaging - Summerlin — Attraction in Las Vegas

Wow, where do I begin? I assume the radiology department is good and I have been pleased with the reports.

The rating is based on the administrative staff at various SimonMeds...which are simply awful..untrained, inefficient, tell you misinformation, and give you the run around.

I had a Mammo done at the Washington location in Las Vegas, and told the tech where to request prior images. The radiology report I got back from SimonMed said they had requested prior images but none were received so no comparison could be made.

I called the location where I had 2 recent mammograms (Intermountain Healthcare Mammo in Garfield, UT) and actually spoke to a live person who knew what they were doing.

Intermountain said they never received a request from SimonMed for prior images. I believe Intermountain because they are very organized and I have two prior mammo images from them on 2 separate discs in my possession that they mailed to me at my first request at no charge. (I didn't have them at the time of the SimonMed appointment and had moved from Utah to Las Vegas.)

Intermountain said all SimonMed had to do was request the images, and they would be happy to provide them...So 5 phone calls to SimonMed and after the complete runaround (4 transfers in one call) and 2 disconnects, no one seemed to know how to request images from my prior mammography center. I then sent a message thru the secure portal and surprise surprise, two weeks later, the message still hasn't been answered.

So I personally took the prior Mammo images in my possession to SimonMed on Washington Street. They told me they didnt have the software to upload my images but I could go to "any other SimomMed location" and they would be able to do that (also not true).

I asked to speak to the mammography technician who originally requested the images to have her request them again or upload the ones on my disc, but was told they would not be in the facility for 2 1/2 more weeks.

So I went to another SimonMed location 20 minutes away and they said they can't take my images either...that the Mammo tech at the original location was the only one who could obtain my prior images from Intermountain or upload them!

This is just one example of the kind of incompetency at SimonMed and I pray that their radiology reports are better.

Had another series of errors and misinformation causing me a bunch of runaround when I had my bone density screening done by them at another location in Las Vegas...and even an employee there (who I will protect) told me they are so messed up at the front desk.

To SimonMed: Please consider the above to train your staff (onsite and over the phone) to handle routine requests, and not give patients the runaround, to not give bad information to just get patient to go away, or hang up. For goodness sake, this is what you do!

I plan to never...

Commendable Staff Interaction, Hindered by Communication Barriers

My recent experience with SimonMed Imaging, particularly at the Summerlin office on October 12, 2023, & SimonMed as a whole was a blend of commendable personal interaction and frustrating communication loops.

Positives: Empathy and Professionalism: Tirza-Shalom Emenike, a front desk associate, showcased a commendable level of kindness and professionalism. Her demeanor was empathetic, and she provided clear, concise information about the process of obtaining my imaging results. In-Person Assistance: While waiting for my images after my procedure, Tirza took the time to explain the alternative options available to me, ensuring that I could access my images from any SimonMed facility by coordinating with her.

Areas for Improvement: Telephone Communication: My attempts to reach a live person via phone were met with an endless loop of transfers and unfulfilled requests to speak with Tirza-Shalom Emenike, which was notably frustrating. Customer Service Consistency: The assurance of smooth coordination as provided by Tirza in person was unfortunately not mirrored in the Telephone customer service experience. Communication Overload: The bombardment of texts to schedule an appointment, even after one has been secured, needs to be addressed to avoid confusion and maintain a streamlined communication process.

In Summary: While the in-person service provided by Tirza-Shalom Emenike was exemplary, the overall experience was marred by the challenges faced during Telephone communication and the inconsistency in the appointment-related messages. It is imperative for SimonMed to enhance their customer service, ensuring that the Telephone experience and communication strategy are as seamless and customer-centric as the in-person interactions.

Suggestions: Implement a more direct and efficient Telephone communication system to avoid customer frustration. Ensure consistency in communication across all platforms and customer touchpoints. Regular training for all staff members to ensure a uniformly excellent customer service experience, both in-person and remotely.

Closing Note: Tirza-Shalom Emenike is a valuable asset to the SimonMed team, and her efforts to assist and guide are truly appreciated. It is hoped that the highlighted areas for improvement are addressed, ensuring that future interactions are smooth and frustration-free for...

The only reason this got 3 stars instead of 1 is because Ray, the CT tech was so good. He told me what was going to happen in the test and answered all my questions. He was nice and polite and seemed to enjoy his job. He told me what the test result range was and when the results would be ready. Thank you Ray.

The scheduling people; however, were another story. I made the appointment about an hour after my doctor visit - maybe 2 or 3 pm. The next morning I received a text saying that they had not been able to reach my insurance and I would have to reschedule my appointment, which was 3 days away. They didn’t even give my insurance 24 hours to respond. Long story short, I made about 6-7 calls to my insurance and SimonMed trying to get it straightened out. Even when my insurance told me it was a covered procedure and he had sent them the authorization code, they continued to text me the same annoying message that I would need to reschedule. A few people were new and didn’t have a clue what was going on. One of the people scheduled me for a carotid artery something when the procedure was a ct scan for coronary artery calcium score, an entirely different procedure. Finally Natasha from Intermountain Health was able to discover that my copay was higher than the cash pay amount and helped me schedule it that way. At first SimonMed told me the cash pay price was $475, the same as the insurance price(what?). The special for March of $60 turned out to be only for the state of Florida. Insurance has gotten so complicated and is way out of control. I finally ended up paying $125! for the procedure. It is a very expensive machine that does the test so I can understand that. It’s just very frustrating to talk to so many people who don’t know what is going on. I hope I don’t need any other procedures at SimonMed...