Duly Health and Care — Local services in Downers Grove

I get charged for a wellness visit during my annual physical which is supposed to be free. Insurance can't tell me why this is so, but the clinic tells me it is because I have too many medical issues. This is not true. I have a typical amount of ailments for a 58-year-old woman. Now I'm told that if I cancel an appointment within 24 hours I'm going to be charged for that as well. So my free annual physical might be as much as $175. It's almost like this is a for-profit business instead of healthcare. I'm so disappointed because I really love my doctor.

Edited to add - when I had a routine colonoscopy - also supposed to not have a charge - they gave me an out of network anesthesiologist. The charge was almost $500.

Another edit - I canceled my appointment because it's my intention to find a new medical group since Duly keeps charging me for things they shouldn't. I am furious. I canceled this appointment well before the 24-hour time frame and I'm still charged for a visit I didn't have even though it is my annual physical that I shouldn't get...

Went in for testing which should have been 2 appointments (initial and retest after treatment) and due to them mislabeling the test or the lab not running them, I had to come in a total of 5 DIFFERENT TIMES, each for about an hour.

I had both the lab staff and two physicians complete the test wrong and they showed no signs of improving the process or solving the issue. I followed up with the patient experience line but will no longer be using this location. In addition, I had to call multiple times along the way to check on the test/treatment, with them not even telling me for a week that they had messed it up. After getting the issue sorted, they still had no explanation for what was wrong with the test. Due to their incompetency with tests I had a virus in my system for well over a week after my initial appointment where they should have found it. After all this, there is really no reason for me to trust them...

Disappointed in Billing Practices and Lack of Communication

I’ve been a patient at Duly Health and Care for years and have always had my annual physical and routine labwork fully covered as preventive care. This year, I received a bill for labwork simply because I asked my doctor if I could stop taking cholesterol medication due to improved lifestyle habits.

Instead of treating this as part of preventive care, it was coded as diagnostic, resulting in a charge. When I tried to ask for clarification or request a re-code, they repeatedly turned off my ability to respond through MyChart, making it impossible to communicate.

This is incredibly frustrating for a loyal patient just trying to manage their health proactively. I expected better from a provider that claims to put...