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| - I was referred to Dr. Monroe by my primary care physician. My PC told me that there were very few Bioidentical Hormone Replacement Therapy (BHRT) in Las Vegas and offered me the options on the few Bioidentical Hormone Doctors available. Because Dr. Monroe's office was the closest to my home, I chose to be referred to her for my treatment. Before my initial visit, I completed all the New Patient Enrollment Forms beforehand to save time. At my initial visit, I arrived 15 minutes early, presented my completed patient forms, provided all insurance information (both primary and secondary), completed an additional symptom form (3 minutes), then waited an about 1 hour to be seen. I arrived before my scheduled appointment (EMPHASIZED SCHEDULED APPOINTMENT). Finally, I was called back to the exam room and was told that the doctor would be right with me. Nope! I waited an additional hour & 15 minutes. When the doctor FINALLY came in, she began reading my paperwork while talking out loud to herself as she was making notes on her iPad. Eventually, she did ask me some questions about my symptoms, then told me she was ordering lab work, saliva test, and a urine sample. In addition to that, she instructed me to follow her specific special diet plan and to purchase her recommended supplements conveniently available at the front desk. I was then taken back to their in house phlebotomist for the lab work and urine sample and sent on to check out at the front desk. At the front desk, I was given the medical patient encounter form and waited as the staff member began to gather all the "recommended supplements." This took roughly 10 minutes. The staff member then brought everything over and began bagging it up, requested my billing info, and said "today's charges come to $185.00 - How would I like to pay?" I think I threw up a little bit in my mouth, since I was not at all expecting that I was "required" to buy "her" supplements. I asked the staff member if these products could be purchased elsewhere. She smirked at me and said, "No... I don't think so." So, I gave in and purchased the products, which I regret now. The staff member neglected to give me all the paperwork that was requested by the doctor, but I did not know that. I made a follow up appointment for 2 weeks. The next day, I received a call from their office stating that my lab work needed to be redone, since it had expired after no one delivered it to the lab for testing. They told me to come in before 2:00 PM that day to have it redrawn. I arrived at 1:45 PM and was told the phlebotomist had left for the day, so I requested a lab form to take to Quest instead. They couldn't find my order and advised me they would call when it was available for pickup. No one ever called. I returned for my follow up and waited even longer to be seen. While waiting, I observed the front desk staff (all young women), just sitting there, chatting, doing nothing, while the phone rang nonstop. 2 hours later I was called back and finally saw the doctor an hour and a half after that. The doctor asked me where my lab and saliva tests were. I told her that I had no idea about the saliva tests and had not received a call back for the lab work. I also told her that her front desk billed my secondary insurance and not my primary. I proceeded to tell her that I was not happy with her staff, since they were inefficient, inept, and lazy. She said that she had many complaints and would make sure this didn't happen again. That visit was fruitless, but I was still billed (and billed to my secondary insurance - even after speaking with their billing person and fixing it). I made another follow up appointment for 4 weeks, which fell on Feb. 19 - President's Day. I asked the staff member to confirm that they were indeed open on that day, since it was a holiday. She said, "Oh, yes, we will be open." I asked her again if she was sure. She confirmed, so I scheduled the appointment. Again, they billed my secondary insurance and not the primary for that appointment. On Feb. 16, I received a voicemail stating the office would be closed and I'd need to reschedule. I tried calling the office 3 times. No answer - directly to voicemail. Needless to say, no one returned my call AND I never rescheduled. I'm DEFINITELY looking for a new doctor. EPIC FAIL!
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