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| - I have been a patient of Dr. Rubin's for maybe 10 years now or whenever they first opened at Desert Ridge. I previously saw Rubin's partner that was the anti-christ. As for Dr. Rubin, he is the best pain specialist I have been too since my injury in 2000. I know drive over 25 miles to continue seeing Dr. Rubin. During procedures Dr. Rubin is kind, considerate, speaks to you about your pain and gives a decent explanation. He will also shares things about his personal life, turns out we grew up in NY, not far from each other! He will also tell you step by step what he is doing and what you are going to feel when it's about to happen. I love that about him. For appointments and follow up's I see Aaron the PA. There are times I am happy then there are times I want to choke him. I am being honest. The last time I went in there is pretty much told me i am maxed out on my pain medication and no spinal surgeon would do anything (turned out not to be true), they gave the referral, push a spinal simulator procedure (which I would never do nor recommend to have to my worst enemy, never heard a person happy with it!) and sent me on my way. I felt lost and cried in the parking lot for a half hour because again no answer for my pain I've had for 15 years.
As for the office staff, especially the front desk staff... they need MAJOR maturity & personal skills training. They are very short and rude 80% of the time to patients in person and especially while on the phone. As a former call center employee and employee that dealt with many levels or professionals, as a a first person a person speaks to you don't want them to feel like a burden because they are in horrible pain, they already feel like a burden to family, etc. I hear the one side of the conversation sitting in the office and if I were to be a new patient, I would go elsewhere! After the call is done, a few of the phone employees gossip about the patient and call, VERY UNPROFESSIONAL, either it had to be transferred or followed up. Yes, us, the patients can hear you! And that is a break of HIPAA regulations. Everyone has a bad day or a bad phone call, after sitting in the waiting area at the chairs right next the front desk employee listening to the coldness of the man and the other girl, I was baffled.
The now policy of an the office visit required for medicine refills, test result refills is also ridiculous and just a way to suck a high-copay out of the patient. Same goes to schedule an appointment to review MRI results "Our PA doesn't have time to call patients back regarding test results." Well have one of your customer service associates or nurses call patients and advice them what either Dr. Rubin or the PA feel needs to be done next and then schedule it. Times are hard and dropping another $35 and more for some patients is outrageous for test results review, script refills and then charged for a follow-up visit (which shouldn't require a fee) is nuts. Then when I spoke with my insurance company that for procedures done in office I should not be charged an out-patient procedure fee ($100 or more) So for years I have lost money, until my insurance company educated me.
I would love to see this office move with the times and go with some kind of web portal. That will allow you to fill our new patient paperwork, communicate with the doctor, physician assistant, scheduling procedure and ability to schedule appointments, see you procedure notes and progress note, request medicine changes and refills. Also, the ever changing new patient paperwork. It was 2 years, now its 1 year or 6 months. If you went to a computer based system this wouldn't be a hassle. My last round of epidurals I did not even finish because it took 3 weeks for the scheduler to call me to scheduler times. Most of my doctors have web portals and it is wonderful for both patient and the doctor!
The wait times and check in times is ridiculous as others have mentioned. There is no reason to be waiting 30 minutes prior to an appointment. I can understand a longer wait due to a procedure, but for an office visit sitting for 30+ minutes, again is an annoyance, but I wait because I respect Dr. Rubin.
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