Hilltop Family Physicians

Reviews 3

JE

Jeanne Carberry

I cant tell you how the care is because we never made it past the lobby. What I can talk about are the Policies. BE CAREFUL WHAT YOU SIGN... 1. (Patient Account.pdf) Says under authorization: I understand that any unpaid balance over 45 days will be assessed a Billing Fee of $25 and that I am responsible for all costs of collections including attorney fees, collection fees and court costs. Most insurance companies take between 30 and 45 days to process a claim. (thats if there is not any issues) I have had several insurance companies over the years and there is always a problem with deductibles etc. I had 3 issues with the insurance company making mistakes and I would have been charged via this office due policies. I dont know if they would of charge me, but your signing the right for them to. 2.(Financial Policy.pdf) Says under Account Balances / Missed Appointments / After Hours Telephone Consultations / Forms Completion: 1.All accounts with a balance due over 45 days will be assessed a Billing Fee of $25 Same response above. You have no control over how quick your insurance company process things and there mistakes 2. Our office charges $35 for missed appointments not canceled within a reasonable amount of time.These charges will by your responsibility and will be billed directly to you. Please help us to serve you better by keeping your scheduled appointment. I have 4 Kids and travel a lot on last notice. Its not my intent to ever miss an appointment but its there determination "reasonable amount of time." what is that? hour / day / 2 days / 2 weeks? If your not running on time can I charge you? Discretion is in there court 3.Our office charges a minimum of $35 for telephone consultations initiated by the patient or by the patient’s guardian after regularly scheduled office hours. These charges will be your responsibility and will be billed directly to you Are you a doctors office or a government agency? Ridiculous 3. Our office charges $25 for the completion of disability, workers compensation, adoption, and FMLA forms. These charges will be your responsibility and will be billed directly to you. So it you get hurt, do good deed by adopting, have to leave work via FMLA, i.e family member sick, etc, you charge. I think if any of the above happens, charging you customer just isnt the best customer service.. As a family have decided to opt-out of being a new patient after we were given an ultimatum to sign or no service by the office manager. I explained why I had issues, but they did not care. BE CAREFUL WHAT YOU SIGN...

NA

Nathan Einkorn

My husband and I have had Kaiser insurance for the past 9 years, recently my employer switched to Aetna. I searched and searched the internet, spoke with friends and received a bunch of different recommendations from everyone. We wanted a family physicians office that would care for my family of 5 and had great reviews. I found Hilltop, since it was close to our home we decided to try it out. My husband was in a lot of pain and he needed to see a physical therapist but from experience with Kaiser we knew that we needed a doctors referral so that it would be covered by our insurance. It had already been a couple months since our Kaiser insurance and we werent able to get a prescription from our previous doctor any more. He decided to go to Hilltop since we wanted it to be our family practice. He was there early like the office girl advised him. When he got there she asked him what he needed to be seen for, he said his back. She then asked him if it was preexisting which he replied with yes. Before he was even able to see the doctor, the front desk girl, Sandy, told him she would not allow him to even see the doctor because "they are not a pain clinic". On top of this, instead of being empathetic about the situation she told him this as if he should have known or as if he was a child. My husband called me to let me know. I called and left a message with Dr. Teter (I had a new patient appointment scheduled with her that very day). I left her a message and explain what happened. I received no call. I expect better service at any physicians office. Customers should be cared for by all of the staff. If someone comes in to the office in pain then show empathy and ask probing questions to better understand their needs. Dont make assumptions that the customer in front of you is there to try and fix his pain, he might be there to get a referral. If you arent able to see the person then offer options and do it with a smile. If youre going to run a business, know how to provide exceptional service. If a customer takes time to call and complain then respect that person and call that customer back immediately. This is why I only gave 1 star. It seems that this facility lacks respect for their customers. Jessica

CH

Chris DiNunno

I have been a patient now for at least two years now and might have to seek out new PCP care, due to my insurance; however I have paid out of pocket expenses, because I had to wait for conversion of coverage. When the dust had finally settled, Cigna my insurance carrier stated that Kent Horiuchi was my in-network doctor, as he was with my Humana plan. Carrying private insurance is tough and can be expensive. Before coming to Hilltop, I had read many reviews, and wondered if it would be a great fit for me. I am glad to say that, that decision was a great fit for me. People are people, no matter how busy they are, and you got to accept that we are not going to be 100% all the time; I have 0 complaints about this great PCP facility. Its a clean atmosphere, the wait time is never to long,m and has never gone beyond 15 minutes for me. I have always received a call back if I needed one. They have given me great referrals for other care if it was out of their realm to do so. Their follow up was always top notch. I would pay out-of-pocket expenses to keep coming here, if need be. Kent Horiuchi knows me best, and has worked with different angles to my treatment. He has been successful in dealing with me 110% and his staff as well. Now, those who have complained about the front office staff. I am sorry that your experience had not been as great as mine, theyve actually become friends to coin a phrase, in manners of professionalism.When one is busy, and I mean very busy, dont take things to personal, take a step back, and imagine yourself in their shoes; say something kind to them for a change. What happens is amazing to the positive, morale is buoyed up, and a transfer of positive energy is a benefit to all.I am amazed that I havent drove them or my doctor: (Dr. Kent Horiuchi), crazy. They are a mainstay in my book, even worth the effort of my commute to them. I give a great shout-out to all the great staff, at Hilltop Family Physicians. Theyve always. been appreciative of a Jimmie Johns, or however you spell it, and they like Village Inn pies.With love and warm regards, kudos to you all. Sincerely, Chris W. DiNunno P.S. Please excuse any grammatical errors, I am not quite awake.