Heartland Imaging

mike epp

I have been to this facility many times for MRIs. Formerly Highfield. Everything was very smooth when it was Highfield. First time as Heartland. The day of scan I received my copy of the MRI on a CD, and requested the Radiologist report be mailed to me as I live a long way and only drive short distances. Since the original request, I have called 4 times, for a total of 5 requests. Twice I spoke with a person who claimed to be a supervisor. I was told by this person that she mailed them 3 times and that USPS must have lost them every time. So she mailed a fourth time. I assume USPS lost the letter a fourth time. (Highly unlikely) I am a Registered Nurse and I am very capable of understanding a Radiologist report as I have reviewed many during my career. I know my rights. I am being denied my rights by Heartland Imaging. My healthcare depends on this report. I seldom get MRIs for my condition and this report is key on how I will proceed with my care related to my condition. Frankly, this is in fact neglect. Also, it doesn’t matter how well you do the scan if Heartland refuses to allow a patient their results. Edit. It is now May 27th. 52 days after I requested the Radiologist report, 5 times. Once in person and 4 times over the phone. Twice with records, and twice with a supervisor. I finally received the report. I will recommend to my Neurologist that Norton Neuroscience stops referring patients to Heartland. If they aren’t capable of something as simple as mailing a report, how can you trust their other services.

P A

My experience was really pleasant, Larissa (front desk) Ben (technologist) both very pleasant, positive and professional. Good customer service!!

Sondra Tibbitts

I have CT scans annually. Last year, my insurance company called two days before my scan and said I could save money if I had the scan at Heartland. It was too late to reschedule but I thought I'd give it a try this year. So, when UK scheduled with their own radiology department, I asked to move it to HI. Boy, has that been a mistake. Tried to call several times, left messages, no call backs. Finally, a scheduler called but I told her I already had an appointment. Oh, she said, sorry about that. I went to the office the morning of my scan. The receptionist said that will be $xxx. I told them I am always billed ...my insurance card even says "do not collect $ at time of service". One of the receptionists called the billing department while the other receptionist kept spouting that is not their policy and I should have gotten emails indicating payment due. I did not. Today, my oncology nurse called and told me they were going to have to push out my appointment because HI called and said they needed a copy of the 2020 scan to compare. Why didn't they ask for that since my appointment has been made with them for 2 months?????!!!!! I don't even know if I can trust them to read my scan correctly. I only gave one star because one of the receptionists was really nice and the CT team was great. Otherwise, I'm not sure if trying to save a little money is worth it.

Helena Griebenow

I never actually entered the building, but that was not my fault. I called the office with an order from my doctor. I was told immediately that they had an opening for the following day. Then I received a call back. They had been "forced to cancel my appointment because they needed a copy of the order in order to make an appointment". Apparently the secretary was new and did not know. I accepted this and tried to get the order faxed to them. Unfortunately, I do not have a fax machine and the Heartland office does not accept emails or anything else. I will confess that that first issue was my fault in as much as I should have had my doctor's office make a fax of it before I left. However, even after I got it faxed to them they cancelled my appointment again. This time, they told me that I was too young for a mammogram. I did not need a mammogram, I needed an ultrasound. After stating that the radiologist was not available, the secretary gave me the radiologt's number. I was forced to leave a message. I waited for a week. Meanwhile, I called my doctor's office. They said that there was no reason why that should stop me from getting an ultrasound. Eventually, we threw in the towel on Heartland and went somewhere else. Conveniently located in southern Indiana. The radiologist never called me back, and I have not spoken with anyone from Heartland in several months. They must have had a great deal of turnover staff wise in order to get so many new people. I went there once before several years ago and everything went very well. Clearly something needs to happen in order for them to function as a viable health service.