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    Stephanie Rose Yan, MD

    3.7 (3 reviews)

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    Island Foot and Ankle Specialists - Dr. Douglas Birch

    Island Foot and Ankle Specialists

    3.8(20 reviews)
    7.9 mi

    Setting the initial appointment was easy. Dr. Birch was very knowledgeable, pleasant, and had a…read moregood sense of humor. He was direct and to the point, which I appreciated. He took the time to carefully and clearly explain all the options. The Kahului office was clean, conveniently located, and easy to access with parking right out front. That's where the good experience ended. Dealing with the support staff to get my prescription filled was a total nightmare. I provided them with the contact information for my pharmacy and was told at checkout that they would send the prescription electronically. I called the pharmacy the next day to confirm. The prescription was not sent in. I called Dr. Birch's office and was told by a sweet support staff the pharmacy was not in their system, and she had to ask her manager to add it. I asked her to call me to confirm when the prescription was sent in. Several days went by with no call. I called the pharmacy. The prescription was not sent in. I called Dr. Birch's office again and spoke to the same sweet support staff who checked and said it was faxed the day before and, oh but wait, it did not go through. No one called me to notify my. No one called the pharmacy to check the fax number. They simply did not follow up at all until I called. The support staff checked the fax number with me, which is on the pharmacy's website, and they had one digit of the number incorrect. I was told the prescription would be faxed in that day. The next day I called the pharmacy and they did receive the prescription, but it was for the wrong amount. The prescription wasn't sold in the quantity ordered on the fax, so they pharmacy couldn't fill it. It only comes in one size. The next day I called Dr. Birch's office again and a different support staff answered, who transferred me to another staff. I think her name was Angie. I explained that the prescription they sent in was for the incorrect quantity. With all the delays filling it I expressed my concern on timely refills as it's required use was 9 months and they only prescribed enough for 10 days - 20 if I used it once a day instead of twice a day as prescribed. She was extremely rude and sassy. She stated, "So, you want me to tell Dr. Birch..." inserting my concerns in a rude way. She was not the least apologetic for all the mistakes. She blamed me for them faxing it to the wrong number. She didn't acknowledge that they wrote the Rx for the wrong quantity, so the pharmacy could not fill it. The patient should not have to do so much leg work to fill a prescription. While Dr. Birch was kind and respectful, his support staff was the exact opposite. There was no excuse for Angie's sass and rudeness. She should be fired. It's such a shame... if it wasn't for her, Dr. Birch would be 5 stars. She ruins his whole practice. I know mistakes happen and was tolerant until I spoke to Angie. I opted to keep treating with the over-the-counter medication.

    Initially, when I went to the Island Foot Specialist I had a good appointment. Actually, this…read moredoctor's office is one of the nicest. The doctor was knowledgeable and gave me a couple of options for treatment. They even had samples of the medication he prescribed so I could start treatment immediately, while I got my prescription filled. Unfortunately, as I would find out this appointment and treatment is where the good experience turned into a multi-month issue dealing with the lack of support staff to get a prescription pre-auth approved. While you wouldn't think that insurance pre-authorization should be a big issue, with this office and the processes they have in place took 2 months for the nurse to even submit the pre-auth to the insurance. The bottleneck is one person to submit the pre-auth paperwork and she said they were short-staffed. After I contacted the office to find out what other solutions are available the nurse said that the reason the pre-auth was denied was that I needed a test that she said: "The test was not available on the island of Maui". She said I had an option to appeal the pre-auth denial but I would need to fill that out myself and submit it to the insurance company. I stated in the appeal to the denial of the pre-auth that it was a catch-22 because the test they needed to approve the prescription was not available here on Maui. after submitting the appeal I get a call from the insurance company that the information provided by the nurse was incorrect and there is a place to get the test in Kihei. The insurance company said that the doctor's office will contact me with a referral. This never happened and after a week I called the office and they said the referral would be to the doctor, which they didn't provide to me or the doctor's office. Because of the office's misinformation, incorrect prescription pre-auth submitted by the doctor's office, and not responding to the insurance company in a timely fashion, I just got the denial to the appeal from the insurance company. At this point, I am done with this office and will try another doctor that has an office that is better able to support their clients.

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    Island Foot and Ankle Specialists - Seen this for years... always wondered what would happen if education went back to stuff like this

    Seen this for years... always wondered what would happen if education went back to stuff like this

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    Stephanie Rose Yan, MD - surgeons - Updated September 2026

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