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  • Horrible and Rude Customer Service!! I've been a patient of Adelante Healthcare Surprise for about 1 1/2 years and I have never experienced such horrible customer service from a health care provider. On my first appointment I had to wait 30 minutes and the second one I had to wait an hour. Last year I had a blood test done at the lab and have not heard from the Adelante Surprise office. So I called the lab and they said the results were sent to Adelante a week ago. I called the Adelante call center (you can't call the Surprise location directly) and they said they received the test results 4 days ago and found out that the nurse hadn't called me because she was really busy. Really?? So I asked if they could fax them or email them and they said no. So I had to physically go there and the nurse was really rude and acted like "how dare I come get these rather than waiting to be called. Horrible customer service!! Six months later I called the call center to order a routine PSA test and they said they would order it and call me to confirm. Guess what ... they never called! I went and got the test and the results online the next day. Ten days later I get a call from them to tell me my results which I got 10 days earlier. Why did it take them 10 days to call me? Horrible customer service!! On Monday, I called to order another routine PSA test and the call center told me they would order it and call me back. I had not heard from them by Tuesday afternoon so I called the lab and they said they did not have an order. So I called the call center again and was told I needed to make an appointment to see the doctor before they ordered the test. Well...thanks for telling me!! So I told them to forget it and I was going to find a new health care provider. So today (4 days later), I get a call from the Surprise location telling me I had to come in before they would order the test. Why did it take them 4 days to call me telling me they were not going to order the test. I have never experienced such horrible customer service and incompetence from a health care provider. These people have no respect for your time and treat you like a second class citizen. The only positive is that I felt Dr. Hayes did a great job and it's too bad I can't continue with him due to his rude and incompetent staff.
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