Layton Clinic — Local services in Layton

This is in regards to their billing, If I could leave less than 1 star I would, I went to the emergency room shortly after having a head injury because I was having a hard time speaking. The doctor scheduled tests she wanted done. Later a lady came in, got my insurance card and driver's license left and returned with an estimate for what the visit would cost, it was just over $2,500. I signed it, got the tests then when the bill came it was over $6,600. I called to see if there was some sort of mistake. First the representative was very cold, she said that position doesn't exist so theres no way I received an estimate. They don't give estimates and only after I said my wife was a witness and the lady was in the room when the nurse was in the room did she backtrack and admit the position does exist but that unless I had the estimate there's nothing she could do, I said they should have a copy of it. She said that it shows I have 2 documents on my account, she would review them and get back to me after about 10 minutes on hold, she came back and said she was wrong that there is only 1 document on my account and it wasn't an estimate. I asked to speak with a supervisor. the supervisor was even colder and just plain rude. Stating there is no way they could possibly give an accurate estimate in an emergency room situation, I then said, then you shouldn't give them. Also I want to add it was a MRI and ctscan with other smaller items such as medication. It was very straight forward and nothing changed after the original tests were ordered. The Supervisor all but hung up on me, I called back a few days later and talked to a very nice representative that advised me to dispute the charges and I had within a certain amount of days to do so and she would do what she could. I signed up for financial plan payments for the smaller separate bill. That bill was paid for 4 months, the bigger bill was on my account, then went away, it showed a $0 balance for 3 months. Then I get an aggressive email, demanding payment on the past due balance of $4,400. I called yet again and again the representative was extremely rude and dismissive. she at one point told me I owe the money, it's not going to just magically go away so I'm just going to have to pay it. She would never answer my question on why the bill went away then came back, she claims it never went away. I asked her to tell me how much I owed in June and July and she wouldn't. I asked to speak to a supervisor, the supervisor was professional and I could tell she was trying to help resolve the problem. She said she would have someone look into it but 80% of the time there aren't any adjustments regarding emergency room visits. I also pointed out I disputed the charges, never heard back from them, the bill was removed so I thought it was resolved. she sounded surprised, like she didn't see that on my account. I am not saying I don't owe money for the visit, I am just saying recieving an estimate, then a bill for over double the estimated amount is too much, then to have the majority of their representatives be so disrespectful and rude is beyond anything I have ever encountered. I was called a liar, was lied to and treated poorly all for trying to get clarification on a bill. If I knew it was going to be as much as it was, I wouldn't have gotten the ct scan. Maybe that's why they give you a...

WORST CARE EVER!!!! I have so many complaints that I'm not sure where to begin:

1. The same people that answer the phone when you have a need are the people you're going to deal with for ALL your needs - forget talking to your doctor again until your next appointment. The problem is that they're not trained nor do they have any medical background, yet they serve as the "blockers" to your doctors by guaranteeing your message will be given to your doctor but IT NEVER DOES. We left an excess of 6 messages with not as much as a single call back from anyone! A month has now gone by and still no call back. Jody, one of the reps, had the courage to say that the messages the doctors leave them to give to the patients is sufficient to which I responded: "did they say why this is showing high on the test? Would you know why? Would you know how to answer medical questions?" Of course she didn't and said she could send the doctor another message. As you can imagine, a 7th message without an answer was too much to bear. Needless to say we already have another appointment scheduled with another doctor at another clinic.
2. Then we needed the last lab tests emailed so we can take to the new doctor to which they confirmed we needed a release form. My husband travels for work with little access to office machines (he'd have to print, sign and send it back to them via fax - who on earth still faxes!!!). I asked if they could send an email so he could access the portal. Another no, adding he needed to go in person even though he had previously given permission to do so. For someone like my husband, being there in person is close to impossible. It's interesting how an untrained customer service rep, without any medical background, is allowed to read medical records but we can't access our own lab results or talk to the doctor when we need. I questioned if this is not a HIPPA violation to which they said we signed a consent for the customer service reps to read our records. If you find it weird, so do I. I'm not sure how they can make things more difficult for the patient but I'm convinced it's what they get paid to do.
3. Our doctor didn't have an appointment for a couple of weeks so we scheduled with another one. What a horrendous experience! His medical assistant was slow and barely wrote down the symptoms and when the doctor came in not much changed. He dismissed what was said to the point of rolling his eyes at some of the symptoms. The assistant had to shave his chest for an EKG but let the razor fall on the floor. Instead of getting a new one, she proceeded to shave his chest with the dirty razor straight from the dirty floor! If that wasn't enough, the other assistant picked up a cloth full of blood with her bare hands - no gloves - then proceeded with her duties!
4. Don't try to talk to a supervisor either because the best they'll be able to do is get your name and number.

If you want/need good health care, by all means avoid the IHC...

My review keeps disappearing for some reason…. So here it is again!

While I do not have a problem with the clinic, I will never see Dr. Shelby again nor could I recommend him. I wrote this review previously, but it appears to have been taken down. I was fit in with him for a visit regarding a dark spot on my back, my primary doctor was booked a long ways out. I thought I had better have it checked for signs of cancer because I am fair skinned and know that this makes me at higher risk for skin cancer. My first poor impression was from his older MA. She took my blood pressure during the systematic screening that they do for doctor's visits. She told me that my blood pressure was an outrageous amount like 146/112. I was took aback and didn't have much time to process it as she told me the number and that Dr. Shelby would be in to talk with me, then soon after left the room. After Dr. Shelby came in, he started to talk to me about why I was there being seen, but I stopped and inquired about my extremely high blood pressure. He essentially brushed it off and said that it was "normal" for boys my age to have spurts of high BP here and there. I had never heard that before and especially not when the "spurts" were so far out of normal range. It seemed like perhaps he was attempting to save face for his MA, but fess up and say it may have been a mistake. I was pushed over the top, however, with what happened next. We discussed why I was there and he examined the dark spot on my back. He commented that it was definitely dark and looked like it could show some signs of cancer. He took a picture of the spot and said that he would upload it to my file so that we could compare the growth to better determine whether it was cancerous or not. He cautioned that it should be watched for the next two weeks and that I should come back afterwards to be re-evaluated. I came back to see my primary care doctor after the two weeks and told him about my visit with Todd Shelby and the photo was nowhere on my file. He had failed to upload the picture of the spot on my back. It sounded like there wasn't much in my chart from that visit either. I had to explain over again what was going on along with what happened during my visit with Dr. Shelby. Seeing the potential signs of cancer, my primary doctor removed the spot and sent it into a lab for testing. Fortunately, it came back negative. I have since spoken with a couple friends who have had similar experiences and mishaps with this doctor. Neither of the conversations were started from myself. Be careful with people's lives, misreadings happen, but when it could be something serious make sure it is documented to the fullest and not just thrown in as one of your daily...