Broadlands Family Practice

Reviews 5

MU

Murat Hp

My family has been a customer/patients of this family practice for several years. The initial service was ok for a few years, but then slowly, the quality went down. In my humble opinion, the issue is their staffs communication skills, lack of compassion, and poor web site design. Their web site advertises that walk-ins are welcome but they fail to mention that you need to be seen within a three year time frame even before getting a "walk-in" chance. You end up waiting for 20-25 minutes for no reason, until they say "you are not going to be seen since we have not seen you for a while and you need to make an appointment" btw, they DO NOT care how sick you are. They are like "robots"...."Make an appointment". Their office staff NEVER accepts that they are at fault and when you want to talk to the owners of this practice (the 4-5 doctors), they do everything NOT to bring the issues to the Doctors attention. Office manager jumps in and says "the doctor will NOT call you"....even if you leave a message to REQUEST talk to the DOCTOR / OWNERS DIRECTLY. So when you want to complain, the office managers and staff do not relay your concerns to the DOCTORs who own the business. I wanted to talk to one of the doctors to bring these issues to their attention and discuss with them my experience and my observation since the issues that I am mentioning happened to us more than once. My mistake was to assume that things have improved since the last time and attempt go back. I guess the main reason is their location which is very close to where we live. However, after today, I will take my business else where. If initial patient treatment is this poor, how would you trust them to discuss important health matters? If doctors did not give their staff STRICT instructions to hear patient COMPLAINS, they do not WANT to hear about issues and if the office manager does everything in her power to prevent you from talking to the DOCTOR, and says " you need to make a sick appointment" to talk to the doctor what does this say about this practice.... BTW, each sick appointment costs us at least $50.00 out of pocket and it is by definition is NOT a "walk-in" service. I am deeply concerned with their lack of compassion, unreasonable/inflexible customer service understanding and baffled by the staffs "dont care/ our way or highway" approach.

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AM

Amy Hanlon

Im editing this post based on Broadlands calling me to try to work with me to get the appointment I needed. Not only were they willing to listen to my concerns, but they were willing to discuss the bloodwork with me during the appointment. Last month I had (fasting) bloodwork drawn and analyzed through my company for insurance purposes. I will be bringing that paperwork (with nurses signatures) for them to review during the appointment. At that time we can discuss if anything more is recommended or needs to be done. I am very comforted by this result and that they are willing be flexible, to listen, and to talk to me about the bloodwork. Therefore, I have updated and increased my review. ******Previous Post below*** Ive simply felt the quality of care has continued to decline - it is less about the patient and what works for them to improve their care and more about the doctors. I requested online an annual physical, only to be told that that time did not work for them (they prefer to schedule morning appointments for adults for blood-work rather than afternoon) and that I must re-schedule. Nevermind that they dont have Saturday appointments, and I work Monday through Friday from 7-3pm. They dont do physicals before 9 or after 3pm - so this means I get the option of taking 3 or more hours off work to have my physical for their convenience rather than being able to choose to take only half an hour off for my convenience if I had an afternoon appointment. No option to do the bloodwork another time or location, no option to work with my schedule - this is what they prefer. And the Dr.s wonder why people dont go or schedule annual appointments when they arent working with their patients - probably because they dont make it easy for us to do this.

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AL

Alex Mateo

Dr. Rodriguez is my PCP and he is wonderful. My family and I have been going to his practice for 10+ years, but Im thinking about switching practices. Recently, I have an issue with the billing department,payment was made and they havent been able to find it - luckily I paid all my medical bills thru my HSA so I have proof. My husband was sent to collection because they made a mistake. I was working with Keisha in the billing department and she said she called my HSA company and there is no record of this payment. I asked her who did she speak with? But she couldnt give me any information, she wouldnt allow me to speak and then she said " do you want me to make up a name?" I called my HSA company right away and they emailed me confirmation of payment ( processed by Broadlands) and a confirmation number ( every call gets a confirmation number). I have left 3 messages for both office managers, Kristen and Shawn, and after 3 days of waiting for a call back (which hasnt happened) I decided to call the corporate office. I hope they can solve this issue soon, but Im extremely dissatisfied with Broadlands Family Practice staff.

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SS

SS Daniels

I was a new patient, I found this practice online and booked an appointment.The day of the appointment comes I am struggling to find the location of the practice (I get it confused with the Karate place on the first level) I call and the front desk white or Hispanic lady tells me it is on the top of the movie theater. From the second she picks up the phone she is very monotone, has an annoyed tone and is rude. It was 11am in the morning, your day JUST started why/how are you already over the entire day? I keep asking her what exact level the office is on and she acts like she cannot comprehend my question. It was just all bad. Long story short they asked me to reschedule my appointment but I will never be returning due to the staff. I was only in for a routine physical god forbid if I was an actual sick person and had to encounter that type of response. As a Certified Clinical Medical Assistant myself I KNOW that customer service is paramount and basic. I do not know who trained them nor who would have hired them but they are bad for business. If they need new staff they can hire me

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WI

William Baer

Pr. Siegfried is great but as the other "real" reviews state their front desk staff are horrible. You could be on fire and they would act bothered by your needing a bucket of water from them, or needing them to do anything actually. They might be the worst staff, whose primary function is customer service, ive ever experienced. Its actually shocking how bad they can be. And if someone states their great they obviously work there, how many reviews state the exact same thing? In todays business climate customer service is a make or break for me when I can walk to another practice do to several practices in the area. If you are late due to traffic the not only charge you $150 but also you dont get to see the Dr. And on top of it they treat you like you deserve it. Not a place for businessmen who have constantly moving schedules.

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