In the realm of healthcare, patient-doctor relationships are built on trust, empathy, and competence. However, there are instances where the bond of trust is broken, leaving patients desperate for the care they need to survive. This highlights my experience encountering gross negligence and incompetence from Andrea M Gonzalez Falero. The failure to provide timely assistance and crucial medical equipment has placed my health at risk. I believe other diabetics should be informed before proceeding with this office. I do not write this review with vengeance, but with genuine concern for anyone considering her as your doctor.
In June 2023, I met with Dr. Gonzalez to discuss the renewal of my insulin pump and sensor - Omnipod 5 and Dexcom 6, standard medical devices. From the start, her office mishandled the paperwork, leading to confusion regarding insurance coverage for the devices. Then, her office incorrectly filed the request as a prescription instead of classifying it as durable medical equipment. I was told I would have to pay out-of-pocket each month, which raised doubts, as I have never been charged for these essential devices before (I've had type 1 diabetes for 18 years).
I took it upon myself to call United Healthcare and navigate the complexities of the process, as Dr Gonzalez's office stopped after they informed me it would cost out of pocket. Enduring countless hours of phone calls with different departments, I discovered the cause of the delay - her office failed to submit a prior authorization for the medical devices. I requested the office to rectify the situation and resend the necessary documents. The situation escalated further when her office refused to cooperate and became unresponsive. My messages began to go unanswered. When calling the office with the assistance of United Healthcare, I (and the reps) was met with an unhelpful attitude from the receptionists. I have emphasized to Dr. Gonzalez the consequences of not having the insulin pump and sensor. I am facing the real possibility of life-threatening complications due to the mismanagement of her care. I have continued to reach out for help, only to be met with silence and indifference.
As a result of Dr. Gonzalez's negligence, I have put in over forty hours of phone calling with United Healthcare, 3-5x per week for 2-4 hours per call from July 5th-present (it is still currently in progress). Multiple United Healthcare reps who have witnessed the gross misconduct from her office have informed me I am not supposed to involved with this process (provider's responsibility) and encouraged me to submit this complaint to the medical board to make sure she and her office takes accountability/.
In the medical profession, doctors take an oath to prioritize their patients' well-being above all else. I believe that Dr. Gonzalez's lack of actions represent a flagrant disregard for the principles of medical ethics. The appalling treatment I have experienced exemplifies a disheartening breakdown in the the type of relationship Dr. Gonzalez provides her patients. The failure to provide necessary care and assistance during a life-threatening medical situation is unconscionable. Patients with chronic conditions deserve a compassionate and competent healthcare team to help them manage their conditions effectively. From my experience, I do not believe Dr. Gonzalez’s office will provide that for any diabetics.
