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| - This place is the poster child for how not to run a medical office. I found a doctor that had great reviews and called to make an appointment with him. After I waited on hold ten minutes someone answered and I told them I wanted to make an appointment for that doctor. They took all my information and then informed me he no longer worked there but they were scheduling me with "____" (don't remember the name). Hmmmmmmm okay, thanks for telling me he didn't work there after you took all my information. Oh also, thanks for asking if I wanted to be scheduled with a different doctor instead of assuming. I just said okay and hung up to do my research. Luckily the doctor she scheduled me with had just as good of ratings, so I went to see him.
The doctor was great and full of knowledge. However anytime you needed to call there was a minimum wait time of 10 min, and I had multiple incidents were the front desk staff did not communicate information to the MA or doctor like they said they would. When I actually saw the doctor and mentioned that I had not heard back you could tell by his face that he did not get the message, and was very frustrated over it. Since my issues could cause a need for him to get a message right away he had to give me his cell phone number and his assistants number. How sad is that, he can't even trust the front desk to forward a message.
After a year of seeing him I get a call that he no longer works there and they needed to schedule me with his replacement (looks like they're running the good doctors out to me). I had no choice but to say yes and go see his replacement. His replacement was horrible and after a year of being a patient treated me like I was a drug addict and was very rude.
I complained to the "patient care manager", who said she would file it as a formal complaint and gave what seemed like the most unsympathetic apology on the planet. I asked for my medical records so I could go to a different doctor and have all my records instead of having to go to the new doctor, have them request the records, and come back after they got the records. There was a $25 dollar fee for me to obtain my records and when I asked the patient care manager to waive that fee. I explained I wanted to have the copies available for the new doctor, I was not at fault for my old doctor leaving, and I tried to stay at the core institute but there was an already explained issue with the doctor. Again, no sympathy, just told me to have my new doctor request my records and it will be free. Well, thanks for entirely ignoring my explanation and telling me something I already knew.
After my complaint the doctor has been much nicer, so I assume even though she was extremely unsympathetic that she did file it as a formal complaint which was addressed. Now if only they could get phone wait times below ten minutes and train the front desk on how to pass on important messages they could retain doctors and patients.
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