While the actual visit was fine this time (last time there was a scheduling mix-up, so I went to the office and there was no one to see me and I had to come back a few days later), when I tried to confirm the prior authorization details, it was very challenging. I understand that you just switched software systems and people were in training, but I had to make many calls to confirm that my procedure and the medicine were approved by my insurance company. I made many calls to my insurance company as well, and to the specialty pharmacy. I won't go into the details of how many times I had to call all 3 places, but when I called your office, I was transferred to the Botox specialist. At least once, someone said that she wasn't at her desk at the moment, but that I could leave a message and she would call me back Her voice mail is not personalized, so it would just say on the message that the person was not available. I would leave a message. Then I would call back a few days later and she or someone else would tell me that she was in training for the past two days. When someone figured out that there was a problem with how the insurance company issued the auth, I was told the PPO person was checking on it and would call me back with the status. That person never called me back, but the pharmacy did. So it was a very frustrating experience to try to get information. I suggest that you don't tell patients they will get a call back unless they actually will. I would rather be told that I have to call back in X days than to not get a call at all. I used to work in a busy private practice physicians' office, so I know how some things are done with respect to referrals and authorizations. Luckily, I have a job where I can perform some tasks while I'm waiting on the phone on hold, so I was able to call my insurance company and the pharmacy each week to try to get updates. Unfortunately, this seems to be how the medical system is now, but it's very discouraging for patients.