Bactes Imaging Solutions

UGH! They are the worst! My attorney requested records from my doctor and it took a MONTH for Bactes to send a denial. They stated that the consent form was invalid. After confirming the consent was valid they still refused to send the records and said I needed to sign a new consent to reprocess. I called my doctor’s office to explain and they will resend the records through Bactes today. According to them, Bactes will reprocess the request and send the records. This is totally UNACCEPTABLE. Bactes has a legal obligation to process the records in a timely manner. IMO they have failed miserably.

If anyone decides to move from Massachusetts to anywhere, and then try to get their medical records… you will have to deal with companies like Bactes
Who knew that our doctors did not have the ability to hit print and give us our records? Nope, too busy now a days.
I sent a letter to my doctor and asked for the entire family records. No worries they said.
A few months passed and I called again, and then again. Were they idiots? Nope they use Bactes. After six months I am told this and I am informed I will be charged for each set of records. Ok, nothing is free and all the thousands of insurance monies I paid didn’t cover this. Ok. Just send me what is mine.
Month seven I finally get a name and phone number. I am told what to «resend» and how to address it so I can get a CD of the records (yeah they wanted to print eight years of records for four people!)
I send. I wait.
So in my travels back to Mass i have the brilliant idea that i can pick up my records and I call Bactes. I am helped by a guy who says I can pick them up «just call me in the morning». I arrange for my daughter to go. Yup, she needs a letter authorizing her to get all four sets. I decide to go instead. Call ahead as requested and then as I arrive I am told two things:
First, they are not ready.
Second I can only get mine because I do not have authorization from my family.
Ok I blew up. I raised my voice. I swore. Manager comes over (probably thinking I am gonna go postal)
I was insanely frustrated. No I didn’t want mine. I want everything as I requested eight months ago– multiple times.
I left yelling at them to bill me and send those records by the next week or I would report them to the state.
Three days later the bill arrives– price discounted. I pay. Next day the CDs arrive.
They trusted me enough to send them I guess.
Today I get a letter with my returned check and a nice note of apology.
Manager says I suffered enough.
Yup, I did but I still feel bad bad about my postal moment!
If there is a lesson here it’s that sometimes there are real people behind the curtain.
I didn’t have to kill the witch but I did take a journey.
Call them ahead of time.
Ask lots of questions.
Get it in writing if possible.
And find out from your doctor ahead of time how to get your records.