"One woman who was calling on behalf of her disabled daughter had to keep asking for a supervisor. She was then transferred from department to department because the person she was referred to did not know what she was talking about," he wrote.
Just one day after Rockefeller sent his letter, Humana announced it would continue to cover services at Thomas and St. Francis at in-network rates.
On Jan. 5, Humana spokesman Jeff Blunt emailed Paige Johnson, spokeswoman for Thomas and St. Francis, saying the company was "in the process" of notifying all impacted Humana Medicare members that they would be able to receive services at the hospitals throughout 2012 at in-network benefit levels.
"This means Humana Medicare members will pay no more for services at these hospitals throughout the rest of this year than they currently pay," Blunt wrote.
Dexter said he's not sure Humana has notified any patients of its new decision, as he can't track down a copy of the letter the Medicare provider promised to send. He recently met with the hospitals' surgeons, who told him patients are still upset because they haven't received any official correspondence from Humana.
The hospital system also does not have any contract with Humana saying patients will be covered after Feb. 1 but is proceeding as if they're covered.
Dexter expected correspondence from Humana last week but as of Friday evening had not received anything from the company.
Rockefeller's letter also requested that Humana explain its decision to drop Thomas and St. Francis. Dexter said he has made similar requests. So far the company has not responded.
"They've given us nothing to tell us why," Dexter said.
Dexter would not speculate on why Humana dropped the hospital. However, he is sure the decision had nothing to do with the hospitals' quality of care.
He pointed out the company said its contract termination was "without cause." If Humana had concerns about the quality of care at Thomas or St. Francis, it would have had to notify the hospitals of those problems before canceling the contract.
Humana representatives declined the Daily Mail's requests for an interview.
Blunt, writing in an email last week, said he could not discuss the history of Humana's discussions with St. Francis and Thomas Memorial and "can't share the rationale" behind the company's decision to terminate its contract with the hospitals.
"However, I can confirm that we are in talks with both hospitals and hope to reach an agreement that would keep them in our network beyond 2012," Blunt wrote in an email.
'A huge disruption'
Dexter confirmed he has been in negotiations with Humana but has mainly focused on securing a contract for 2012. Once that's established, he said he would work on a 2013 contract.
"We don't want to be sitting here 11 months from now and you've got the same issue," he said.
If negotiations fall through and Humana stops covering patients at Thomas and St. Francis in 2013, doctors either would have to give up patients or send patients to specialists they don't know. They also couldn't visit patients in the hospital, leaving them in the hands of hospital doctors unfamiliar with their medical histories.
"It's really a huge disruption through the whole system," Dexter said.
He said he doesn't know exactly how much money Thomas and St. Francis stand to lose if Humana patients are funneled to other are hospitals.
"It wouldn't be good," he said.
Last week, Sen. Joe Manchin, D-W.Va., also sent Humana a letter urging the company to work with the hospitals to secure a contract that would cover patients through 2013.
"Humana could still discontinue its Medicare Advantage relationship with these hospitals during the next Open Enrollment period, which is just 10 months from now.
"I am hopeful that Humana will continue to keep in mind the needs of West Virginians before making a final decision," Manchin wrote.