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Briefly, since about April (2013) I have been working toward getting my grandmother with (ESRD) end stage renal disease a portable oxygen concentrator b/c the portable tanks she currently use are bulky and run out too fast; makes traveling or even transporting a nightmare. She has been with UHC since 2004 and only on dialysis since February of 2010. Apparently the longer one is oxygen dependent the more liters he or she needs.

In the beginning of the year her nephrologist wrote out a prescription for a portable oxygen concentrator for her existing supplier; unfortunately, they do not rent portable concentrators. As a result United Healthcare referred us to a new DME provider who does rent portable concentrators; problem still not solved. Okay, the new DME vendor submitted the request for authorization but the request was denied b/c the existing supplier or vendor was given authorization. A representative from the new DME vendor called to inform me that I should call UHC and request that authorization be switched from the existing vendor over to them. I gladly got on the phone with a representative from the doctor's office last week Wednesday (7/17/13) to get things moving along. The both of us spent a combined total of 6 hours on the phone trying to reach the correct department, it was horrible. Each time we were connected to a new department the rep. did not handle my grandmother's account or did not show any authorizations in the system; eventually 5:00pm came and her day was over and I was exhausted. The representative from the doctor's office said she would try again the next day. Two days later I called the rep at the doctor's office and only received voicemail, I then called UHC precisely at 8:00 am to inquire about prior authorization myself "guess what"? I did not get off the phone until a little after noon before somebody actually found the existing authorization in the system and canceled it so the new DME vendor's appeal for authorization will be approved. Meantime, my grandmother is still having to deal with bulky portable tanks and substandard customer service. I am only glad I am authorized to speak on her behalf b/c honestly she could not handle being treated this way without an advocate. UHC has really disappointed my grandmother and me. "Where's the justice and peace?"

Charlotte
Houston, TX


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