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March 2024 by Skylar Lee
The Receptionist/Front Desk Person Anita is very rude and condescending. She gets even more rude and condescending when she is wrong and you politely explain it to her and explain her exactly what you are asking for AND why you are asking for it. She doubles down on and continues to tell you that you are wrong. And then when you politely ask to speak with an office manager about your issue, she will hang up on you.
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February 2024 by Kristi P.
Horribly disappointed.Sent to COLLECTIONS for a bill that has been paid!!!This is, in part, the email I sent them on 12/15/23:"I am a fairly new patient of Dr. Raechel O'Kelley.I have only seen her a couple of times, yet I have been impressed enough with her to refer my best friend.I had my annual physical/blood work, and received my blood work results in the mail. It is not in a very user-friendly format for those of us not in the medical profession, and I had a question about one of the lines, as it said the levels were high.I called to ask for clarification, and was told to schedule a tele-health appointment.I did, and spoke briefly with Dr. O'Kelley, who answered my question.I was surprised to learn this was billed as an "office visit" and was charged as if I had actually gone in.Just to answer a simple question?I called the billing department, as I thought this must have been a mistake, and was informed that it was not.This was the first time I have utilized tele-health -- is this billed at the same rate as making an in-person appointment?In the future, how should I go about asking a question should I have one?Although I disagreed with the charge, I paid it through my HSA. It cleared on 11/2/23.I have now received a letter stating that I have an outstanding balance and that it may go to collections.What is going on?"** It is now 3 1/2 weeks later and I NEVER heard anything back from anyone.And this morning, I had a nice little present in my mailbox -- a letter from a COLLECTION AGENCY.You have got to be kidding me -- you got my $53 back in NOVEMBER!!!!I tried calling the Billing Dept. (an out-of-country CALL CENTER) again -- funny how they act like they can't hear you and hang up on you when they don't want to do any looking into your problem. This has happened to me twice now.I will be filing a formal complaint with the appropriate regulatory agency.And looking for a new doctor.Shame on New West Physicians!!
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February 2024 by Kylea
Front staff is rude and hung up on me while talking about my current coverage. Recently, I had a new physician appointment/establishment of care here and soon after received a letter that the provider would be out of network. Why would this information not be disclosed prior to establishing care? Why would you let someone establish care if you knew within a month time (when the first available appointment was scheduled) would be out of network? Now I have to restart the entire process and pay a fee to establish new care elsewhere. When I was trying to ask questions and discuss further with the receptionist, shewas rude and hung up on me. Poor service
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December 2023 by john victor
I have been a patient of NW Physicians for years and have been happy with them. But the way they have handled a recent health issues with zero urgency or any smidge of concern has left me no other option then to share what has happened.Two weeks ago I broke out in hives, they prescribed me some medicine to help the inflammation. It worked until the prescription ran out and the hives came back. I called them Friday morning to get the scrip refilled so I could help with the rash, and to get another appointment to follow up and dive deeper into the issue. I was able to get an appointment for the following Tuesday.I was also told that since I had an upcoming appointment they would refill the prescription to keep the rapidly spreading hives at bay. That seemed like a good plan.I followed up with the pharmacy a few times, but they had yet to see the script come through. So at 430pm Friday, I called back multiple times, to inquire why the script had not been sent in when I was told it would be done my mid afternoon. The parson on the phone told me if I needed it so badly that I should go to urgent care. And that instead of putting me on hold to walk down the hall to double check, the best they could do is send another message. While I could not believe these responses, I figured, fine, it must have been a busy Friday and they would push the prescription through before close of business.So I called the pharmacy the next day (Saturday), they still never got it. And I have just called again on Monday only to be told that it was never a guarantee the prescription would be ordered and that they will just wait until my appointment on Tuesday.Healthcare should be reliable, if you say you are going to fill a prescription then it needs to be filled! This is a completely unacceptable way to handle patient needs. At no point in any of my interactions with anyone on the phone did I feel care or concern. I was an inconvenience in there day, and any need that they could not simply push off to someone else was a bridge too far. If are looking to build a relationship with a doctor that will work with you and address your healthcare needs, I would not advice these folks.
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December 2023 by Jim Trainer
Dr. Zonca has been my PCP for 13 years. While my interactions with Dr. Zonca were helpful and professional, I have not seen him personally in the last decade. I, like others who have left recent reviews, have been seen by various doctors and PCP's in the practice, and my care has been inconsistent as a result.Communication with this office is clunky and slow. The most recent and egregious examples are that I have been waiting for over a month to receive some essential test results in order to receive a new medical device for a chronic condition and have received no word back. I learned from my wife this week that the office no longer partners with my insurance and we are thus no longer patients as of December 1st. We received no notice of this change, and we learned this when contacting the office for a separate matter. This is unacceptable.Billing cycles are inscrutable and unpredictable. I get bills months after visits. This makes it hard to accurately maintain a household budget.In summary, I recommend looking elsewhere if you are expecting consistent care, timely communication, and professional courtesy.
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December 2023 by Craig Cathcart
Absolutely great doctors office. Both Dr. Bankston and Dr. Gabbert are highly knowledgeable and a pleasure to work with. I am grateful of the services this office provides. Highly recommend.
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November 2023 by Glory Aletheuo
I’m not one to write reviews but this doctors office is truly one of the worst there is. I’ve been a patient for over two years and have always had terrible experiences. Poor communication, failure to call in prescriptions after requesting multiple times, and refusing to see me when I was only 7 minutes late. They have terrible patient care. I would avoid at all cost unless you are wanting the worst medical care possible
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November 2023 by Paul Franco
I've been seeing Dr. Zonca for a few years, he's a good doctor but this practice is just awful. I basically never get to see Dr. Zonca anymore, they continually push me off onto PAs. Prescriptions are never filled in a timely manner. I'm in a nightmare of a situation right now where they are continually telling me they will send a prescription in but they won't do it. I'm stuck calling NWP and the pharmacy multiple times a day.They don't take your healthcare seriously here.
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October 2023 by Dulguun Bender
New West Physicians sucks! They keep sending balance due bill for already paid bill. I have even sent them proof of bank screen shot to their billing department. Don't have time for this. They need to do their job!!! Don't go to any New West Physicians unless you want double bill!
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September 2023 by Coco
After 5+ years with the same doctor (who I like) in this office, I'm disappointed to be moving on. They were acquired by Optum (owned by UnitedHealthcare) several years ago and they are making it increasingly difficult for the doctors & staff to put patient care first.They will only schedule 20 minute appointments, even for an annual exam. Yet on my last visit for an 11 a.m. appointment, I waited 40 minutes and when I brought up a topic I wanted to cover, was told we were out of time and there wasn't time to properly address my concern. I'd need to make another appointment.They used to be good about answering questions posted in the portal within 24 hours/next day. Recently though I waited 4 business days for an answer (a referral) and needed to call to get attention on the matter.Truly sad but not surprising that Optum is squeezing profit over letting doctors care for their patients.
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August 2023 by David Podorson
Don't look at the total review score, look at the recent reviews - full of awful experiences!This was some of the worst healthcare I've ever had. Went for a physical and also to get some vaccines for travel to Africa. They didn't give me all the vaccines I needed for entry, so I had to go to a travel clinic last minute to get the missing one, plus they didn't do all the bloodwork that I requested, so I had to come back for that. When I went back for a follow up vaccine and the additional bloodwork, they made me wait an hour just to get the vaccine. I showed up at my appt time of 8am, and they didn't have anyone there that could give me a shot (??!!) until 9am. I also had some questions after getting my bloodwork back (basic cholesterol stuff), and the only way you can get a question answered is to type it into a web portal, and the doc will answer it a few days later. They didn't bother to read my question well enough, so they kept answering the wrong thing, and after two tries I just gave up. This place should be ashamed to call themselves "healthcare".
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August 2023 by Mark Williams
I had a crisis situation with stress and anxiety. My physician, Dr. Zonca was able to squeeze me in at 4:40 Friday afternoon. He was compassionate, caring, and extremely helpful. Rather than rush through on a late Friday appointment, he stayed until almost 6:00 to help. I received the most compassionate care, help and support I have ever received from a doctor.
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July 2023 by Travis T
I have been coming here for a decade now. I am always impressed with the kindness and thoroughness that I receive from the doctors here (and I have seen every one of them here now). My experience is that they listen to me first, and then make recommendations. I have never experienced me sharing something and them being dismissive. They may disagree and educate me based on their experience, but when I have pressed them we always find a path forward that makes sense.I would not give the front desk staff an A++ service rating but I have never had any major issues with them either.The only partially frustrating experience I have had here is requesting receipts for past billing. I was told I would have to contact their national billing department. The last time I did this they promised to send me a receipt for a previous visit within two weeks and I never got it. But as far as the doctor's office goes I think quite highly of their practice.
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July 2023 by Larry Manimtim
I have been going to this place for about 4 years now for my annual physical tests and blood works and it is just now that they had some issues getting my blood drawn out. I came in last week for my annual blood test and for some reasons, they can't get the blood flowing. Jewel tried my left arm first and said that nothing was coming out but just air. She said that I'm dehydrated and gave me 2 cups of water and told to wait outside for about 30 minutes. She tried my right arm but said she only got a splash. She asked her collegue to look at it and said that he can't do it if I've been tried two times so they told me to reschedule the following week.I went back again this morning hoping that they would be able to do it this time, but unfortunately not. She tried my right arm first, and said a few drops of blood came out but not enough. Then she tried my left hand, which was a bit painful, and nothing came out.Now I am confused and frustrated because it has been 4 times I've been poked, not to mention I fasted for more than 12 hours, twice. She decided to send me to Quest Diagnostic located on the 1st floor on the same building. The Phlebotomist, I forgot her name was nice enough to see me right away as a walk in patient. I told her what happened and she said she'll give it a try. It was just one attempt on my left arm and it was done, perfect- no pain, no excuses.I know we have our bad days but after poking me for 4 times and still cant get it, there must be something off.
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June 2023 by Julia Stanley
Do not go here. This practice does not care about their patients. I’m a mom of two experiencing a medical problem. The first apt they wouldn’t run any tests and made come back for a second a apt. The second apt I was 12 mins late because my toddler had an accident while we were running out the door. The physician went to lunch without the decency to call me to see if I was close before he left. It makes me sick these kind of individuals work in medical care with zero human decency. I father practiced family medicine for 50 years and would have never left a patient unless for a greater medical emergency.
