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| - This place appears to be the only game in town for a lot of people on Aetna insurance. That makes me sad. They operate under the impression that they give great service. They don't. They talk a good game and are all perky and reassuring that "the people in the office are always right on it" ... and they aren't. I'm actually stunned at how bad it is when they have so many wonderful things in place that could offer great service.
Let's start with the Portal: It's a grand idea. Now several of our docs throughout Phoenix are using this and it makes for ease of use and easy follow up on things like lab tests and reports. Ahhh, but the practice has to actually USE it for it to be a grand idea, yes? They may be telling their owners and managers that they are keeping up. But they aren't.
Example: I'm helping my SO with his care. He got bloodwork in mid-June. 2 weeks pass, no report on the portal. 3 weeks. Still no report. Calls the bloodwork place. They tell us they faxed it within 5 days to Core. We call Randy at Core. He swears they haven't seen it and the "girls upstairs are great with getting things online." Nope and Nope.
SO visits the bloodwork place. They show the record that it has been faxed several times. Still not in the Portal. SO goes to the portal of the bloodwork place and downloads his own copy direct from them. It has now been 37 days. STILL nothing in the portal. Additionally, the very expensive MRI report recap - not in Portal. The information that was given to SO as a hard copy at his meeting with the Doc, STILL not in portal.
SO also used the portal to request a letter from the Doc about his condition so he can give it to his HR people at work. That was a month ago. He requested it twice and left a voice message. We even talked with Randy and STILL no letter for the HR dept. Still no response on the Portal.
CORE- USE THE PORTAL OR SHUT IT DOWN. OR GO UPSTAIRS AND MONITOR AND RETRAIN YOUR PEOPLE. This is ridiculous. You create an expectation and then don't follow through, you actually make matters worse.
I'm sure I'm going to get one of those automated responses now, "Thank your for your comment. We take your comments seriously and appreciate your feedback. We endeavor to provide excellent service. Blah Blah Blah." NO, YOU DON'T.
If you are in over your heads, admit it. If success or being the only game in town has slammed you and you need to hire more people, then hire more people. If you can't hack it, then slow down on the appointments until you catch up. This is Business 101. If you need special training on Customer Service, DM me, it's what I do for a living. And that's why this situation is so frustrating to me. The negative reviews all say the same thing - over and over and over. They go back years. Still no improvement on the same complaints. Yelp is a marvelous tool for businesses. It shows you where you are falling short and gives you an opportunity to make things right. Unfortunately, CORE seems to be offering only lip service. People will accept apologies and return to your business if they see improvement. Use this wonderful app to identify those places that need help and get on it before a competitor shows up and takes all your business.
Meanwhile, I'm researching some alternative care options for my SO because quite frankly, CORE, you ain't cutting it.
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