West Lakes Surgery Center

Please do not have a procedure done here, I know Drs contract with different medical groups and everything is billed separately between facilities, Drs, etc. but this place has the worst medical billing procedures. I've waited almost a year for a surgery, day before they call and say we've run your insurance estimate and you owe us $4k, how would you like to pay. I check my insurance, there is no claim or pre authorization, so I say I'll pay after it goes through insurance. They say well if you don't pay, we have to cancel the procedure, zero tone or ounce of caring or understanding about patients or specific situations, or that I've waited a year and gone through all the pre surgery insurance hoops and already paid a ton. I've never, ever been billed prior to for anything medically related, how do you know my exact cat cap, copay, deductible until it goes through insurance, this is why pre authorizations exist? They even admitted their system gives them an estimate, okay, how long will it take to get a refund when you are wrong? Why not do a pre authorization?

The front desk is horrible. Talking to people over the phones is absolutely terrible and unprofessionaland lack basic humanity . However the nurses and general surgeons have excelled expectations. The nurses are very attentive and kind. And the surgeons take their time and answer all questions and are very genuine my son felt comfortable and was very well taken care of by the nurses and doctors. We had a great experience here besides the the people who answer the phone and front desk employees.

I cannot say enough good things about this surgery center. I’ve had two procedures done there myself and the staff is friendly and the center is run extremely efficiently. They stay on schedule and are great at communicating. However, I hadn’t felt compelled to leave a review until after my third visit today when my 2.5 year old daughter had tubes put in her ears. BRAVO! From start to finish, the staff was AMAZING with her. Everything was quick and efficient and all of the staff was so engaging with her. She rode in a little red wagon with her teddy bear to surgery waving “bye bye Mama” along the way. I could not have imagined a better outcome. I highly recommend this facility.

I actually didn’t even end up having a procedure here, as the clinic I was receiving care through switched the surgery center a day before my procedure (a whole other disaster). However, I put down a considerable portion of my patient pay amount owed prior to the procedure, to ensure my surgery could still take place. West Lake Surgery Center informed me the day I placed the credit card payment, that should my procedure be cancelled for any reason, they would issue me a refund for my money. It’s been 8 days since my procedure has been cancelled, and I still am out $1,500; no one from the clinic I was receiving services from or the surgery center contacted me to give me an update. I had to call, per usual. They informed me they can not issue me a refund back to my account but instead will have to MAIL me a check with the funds, that I MIGHT receive within 7-8 days. At minimum, that is 21 days that my money has been held from me. Not only did I have to fight tooth and nail for myself to receive my procedure in the first place, but now my money that was handed over for what ended up being no reason, is sitting and accumulating interest on my credit card, since my money will take an estimated 21 + days to be refunded back to me. I’m just tired and defeated. As if the American Healthcare system isn’t challenging enough, I now get to suffer financially from a health care facility I’ve never even step foot in.

I recently had surgery at the West Lakes Surgery Center and I am absolutely thrilled with the exceptional care and service I received. From the moment I scheduled my surgery, the staff at West Lakes was incredibly communicative and provided me with all the necessary information and guidance to ensure a smooth experience. On the day of the surgery, I was greeted by a team of kind and compassionate professionals who went above and beyond to make me feel comfortable and at ease. Their genuine care and concern for my well-being was evident throughout the entire process. I felt reassured and well taken care of by every member of the team. The level of expertise and professionalism displayed by the nurses, technicians, and surgery staff was truly outstanding. They were attentive, knowledgeable, and made every effort to address any questions or concerns I had. Their dedication to providing top-notch medical care was evident in every interaction. Overall, my experience at the West Lakes Surgery Center was nothing short of exceptional. I can confidently say that it was the best surgery experience I've ever had. I am immensely grateful to the entire team for their outstanding care and support. I highly recommend West Lakes Surgery Center to anyone in need of surgical services. They truly prioritize patient well-being and provide an unparalleled level of care. #WestLakesSurgeryCenter #ExceptionalCare