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| - My experiences at this clinic were not good, I am being generous giving them a single star. Several years ago, I needed some prescriptions refilled, and I did not have a personal Doctor here in Arizona. I reviewed Doctors on ZooDoc and found one that I liked, her training was great and her Patient reviews were better than most. I made the appointment to get the prescriptions. When I arrived I wasn't seen by the physician I had scheduled the appointment for but was seen by a physician assistant Russell Robinson. I liked how he conducted the visit so I had no issue seeing him again, but it was deceptive to make an appointment with one Doctor only to be seen by a physician assistant.
I felt comfortable with Russell Robinson, so my wife needed to see someone and she made an appointment to see Russell. During a visit she needed some tests done and was told she would get the results in a few days, a few days past a few days, she started to call to get the results of her tests. It took weeks to finally get the results, and we later found out that the results had been in the office for quite a while.
On another visit, the receptionist charged me $30.00 for a co-pay when it should have been $20.00. I did not notice the overcharge until later. On a subsequent visit upon checking out, I told the woman checking me out about the overcharge, she told me to just tell the receptionist on the next visit and she would only charge me $10.00 for that visit, this was acceptable to me. On the following visit I told the receptionist about the reduced co-pay and showed her the receipt for the visit I was overcharged, she launched into a tirade that I would need to contact the main office to get this corrected, as if it was my fault.
Another nightmare was that I had food caught in my throat, nothing to serious; I could breathe but could not clear my throat. My wife called to explain my problem and to see if I could get in to see someone that day. She was told to come in between 1:00PM and 4:00PM when they accepted walk-ins. When I arrived, the receptionist was flustered, checked with someone, and told me I would need to go to an urgent care or emergency room to be treated. This is yet another example of the lack of knowledge the front office has, this should have been conveyed to my wife when she originally called.
I was done with Phoenix Family Medical Clinic and intended to find another medical office. Life got in the way and I did not find another office, and a problem developed. I have horrible hearing and have hearing aids in both ears. I also have swimmers ears and develop wax build up that need to be regularly cleaned out. I generally clean them once a month, but I either missed a cleaning or wax built up faster than normal and I could not get them clean. I went to a Minute Clinic twice and the Nurse Practitioner could not clear the ears. She recommended that I go to a ENT doctor who had better tools to deal with my problem. My wife told me I needed a referral (I did not) to go to a specialty and I should just get a referral from Russel, quit being so stubborn. So I made the appointment, when Russell came into the examining room, I told him all I needed was a referral to an ENT for my ears. He asked what the problem was, I told him wax build up, and that I had had them professionally cleaned twice. He looked into my ears and said he could clean my ears. Well, he didn't clean anything, his medical assistant tried for well over thirty minutes. Russell check in twice and at the end of the second check said he would write a referral and lest the examining room. I thought he was writing the referral, only to be told it would take three business days to get a referral. I waited four business days and stopped in to see what progress had been made, the receptionist told me that with my insurance it could take seven to ten business days to get a referral. Later the next week my wife mad an appointment without a referral with an ENT Doctor. When the ENT Doctor looked briefly (less than a minute per ear), he told me I had a fungus infection and washing out the ear with water, only makes it worst.
With this one exception, the medical treatment Russell has provided seems to have been adequate; the ENT Doctor was astonished that neither the NP (at the Minute Clinic) nor Russell Robinson had not seen the problem with my ears. My big problem is the front office staff, as a general they are horrible. On numerous occasions, I have told Russell Robinson about the issues and he told me it's out of his hands. I have emailed the overall manager Amanda Garcia twice with complains and she has never responded.
I encourage people in need of a medical office to think twice before using their services; better options are available in the area.
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