Lower Keys Medical Center

My experience was positive on all fronts. As I was a walk in, I was somewhat apprehensive. I was processed by the administrative staff in a timely and professional manner. The xray technician explained the test and how the test results would be transmitted to my treating physician affiliated with a Chicago health system. The total time spent by me to get the exam completed was quite reasonable.

Kudos to the medical staff at Lower Keys Medical Center, this week while visiting Key West a family member had a medical emergency, we ended up going to the emergency room where Dr Kristin helped us out, she was really helpful and understanding while assessing the patient, from there we were sent to room 309, the staff on that floor is the best I’ve experienced at a hospital, the nurses and Techs were professional, caring and helpful, I have to mention the ones I remember : Victoria and Mia from the night shift and Shanel and Karen in the morning, all of them are sweethearts, I loved the fact that we were treated like family. Keep it up.

I was forced to go to an emergency room even though I said several times my situation was not an emergency. After that I was billed for things that never happened, not a single doctor talked to me that day, only nurses, but I still got billed as I was checked by a doctor named Matthew Partrick, I swear I never even saw his face that day. They steal your money. Be careful.

I recently visited the ER here for a busted lip after I fell. While the staff were friendly and efficient, Lower Keys Medical Center refuses to use codes that can be covered by insurance. My X-rays and admittance were partially covered by insurance, but my 2 stitches were not covered. While this may sound like an insurance issue - it is not. The reason it was not covered is because Lower Keys Medical uses a blanket code/term in their claims filed to insurance. Blanket codes/terms are often not covered by insurance companies because they do not specify what kind of procedure was performed. For me, they filed a "Minor Procedure" code. This was for 2 stitches. When I called and asked about the $900+ charge for 2 stitches, they refused to submit any clarification codes to insurance (that state it was for stitches) and said that they would file a "Minor Procedure" code to insurance for things as small as a BANDAID. For reference, my insurance does cover stitches, but because it was not coded appropriately, they can not cover my "Minor Procedure," AKA my stitches. Over the phone, they repeatedly stated that they are only 'allowed' to submit "Minor Procedure" and "Major Procedure" codes and can not submit any changes to insurance or add clarification codes. They said that they could not use clarification codes at all and could only delete codes, which would be insurance fraud. For reference, if you've worked with any insurance companies before, you know that adding clarification codes to specify procedures and help with coverage are a very common procedure and do NOT CAUSE INSURANCE FRAUD. If you go to the ER at Lower Keys Medical, expect to pay in full for any procedures preformed, even if they are covered by your insurance company. They will not work with you to clarify any procedures performed for insurance. For reference, the $900+ for 2 stitches was not my only charge. I was also charged for the numbing (which was almost completely covered by insurance), the x-rays (mostly covered by insurance), and for my ER Admittance (partially covered by insurance). I have no issue with the numbing or x-ray charges. However, you will be charged the same for your ER Admittance whether you are placed in a room or in a random hallway, stationed in front of a heavily used door. Also, expect a bill from the hospital and a bill from the doctor who performed any procedures. You will be charged double for each procedure preformed. Luckily, my doctor at least used the correct codes - so the procedures on her end were almost entirely covered by my insurance. In the end, they did give me a discount on my bill, but this "discounted" bill still cost far more than I would have been charged had they filed the appropriate code to insurance. Unless you have a life threatening emergency, you are better off driving to Marathon.

My C-section surgical team and postpartum recovery nurses were the absolute best. Thank you especially to my nurses Mandy, my day time nurse, and Jessica and Stephanie, my night time nurses. You guys have made me feel so comfortable and safe during this painful recovery and have been absolutely wonderful to me. I am truly grateful and appreciate everything you have done for me and my daughter ❤️

My fiance had sepsis and a emergency surgery to remove her appendix with a very large cyst attached. The staff and nurses were all amazing. We had to spend some time in the emergency room but they made sure to take care of everything as they were very busy. Once we got up to a room and met with Dr. Santiago I could breathe as I knew she was in great hands and everything was gonna be fine. All the nurses were polite and caring with everything going on. Dr. Santiago is a amazing doctor and is very kind and thorough with details and came everyday to check on her after surgery. We first went to fisherman's hospital in marathon and were turned away while my fiances life was at risk, key west would be my suggestion for any emergency services. Wonderful experience in a difficult time. We are so thankful for everyone that helped us.

I’ve been going to this clinic with Dr. Bonner for 2 years now. Unfortunately, my PCP is not available so they had me scheduled with Dr. Elizabeth Isalguez. The staff were super nice but the doctor who saw me was a disappointment. After waiting for 30 minutes, she came in and started asking questions. I could tell she wasn’t prepared and hadn't reviewed my history prior to the interaction. I intentionally did all my lab work the day before so she could review it with me but she doesn't even know I did all my pre-op orders already. I’ve waited another 20 minutes for her to print the results in her office. I had to get my own copy from my surgeon to speed up the waiting time. Her physical assessment wasn't thorough at all for someone who will give medical clearance for a major procedure. I didn't also appreciate that she was more focused on the computer typing instead of having an eye-to-eye interaction with her patient.

Technician was great. Very professional and friendly. However hospital tech support is lacking. No customer support telephone number for problems with portal. 3 days later still trying to access report Completed online request for assistance has gone unanswered. Called hospital for assistance and given 3 incorrect phone numbers. Totally unacceptable service