Family Practice in Ballston Lake, NY

“There's a lot of good here but also a major issue.

Good: Colin is very friendly and kind. I can't explain why, but I have always had a gut-feeling that he is very trustworthy. The other providers I have met have all been very capable and nice.

Bad: However, a considerable issue I have faced multiple times is my illness getting brushed off with one of the nurses/receptionists over the phone.

I'm pretty sure it's the same person, but several times when I've called about cold symptoms worsening and lasting over a week (I was having frequent infections), I was told, definitively, "it's just a cold" and to "call back in a week" if it was still bothering me. Despite feeling like I was begging, I was refused an appointment and given OTC medication suggestions that my physician said wouldn't help with my symptoms once I finally did get an appointment.

For example, I once called with ear pain, dizziness, and awful coughing. They told me, again, very definitively, "it's not an ear infection." Well, turns out, it absolutely was. And I had to go through multiple rounds of antibiotics and other medications. I was even referred to an ENT because there was such an issue with my ears. But no, without an exam, the person on the phone knew it was just a cold and I didn't need to be seen.

If I could go back, I would demand an appointment or another person to speak with instead of blindly trusting that a representative of my doctor's office would have sufficient medical knowledge.

Another receptionist/nurse (not sure who answers the phones tbh) is super nice and I didn't have to beg. She even said she wanted to get me an appt right away just in case it was something more serious. It was simple and easy and I felt like my illness was being treated with the weight it needed.

I know my body. Every time, I was pretty sure it was an infection and I needed an antibiotic. That is what was prescribed each time after the sleepless nights of my untreated infections getting worse.

If this is protocol, it needs to be fixed.

Back to the good, I'm also happy that I was asked if I wanted to switch my primary physician to Colin from Dr Martin due to her high caseload (after a few years of being with this office, I had never met her despite her being my primary physician. She was always booked or out that day). I'm glad it wasn't a situation where she continued to be my physician, even though I still have not met her.

It is unfortunate that the protocol is for a patient to call first, leave their name and information, and then wait for someone to call back. I have always been called back in a reasonable amount of time, but it's not ideal. This is probably due to low staffing, just like how you cannot find doctors anymore. More and more, being seen by an actual doctor is like finding a unicorn. It's unfortunate, but I understand.

Overall, this place is good. You just have to be assertive because not all employees are the same. Some are better than others and some like to pretend to be qualified and practice medicine over the phone. :D”

“I've been going here for over 2 decades. While I can't remember some of my doctors as a child-- as an adult I can confidently say Dr. Hanley is the most phenomenal doctor I've ever had. She is caring, thorough, and takes the time to truly listen to my concerns. She knows my body inside and out, understands my treatment preferences, and has never pressured me into anything I've felt uncomfortable with. Every decision is made with input from both her and I; the conversations never fall on deaf ears, which is why I trust her instincts entirely. She also understands how expensive healthcare is and has provided me with financial assistance resources. I've received responses to my portal messages at all hours... 5am, 10pm -- Dr. Hanley truly cares and has never left me feeling anxious while waiting for test results. I'm sorry others have had less than perfect experiences with their providers here, but I can't imagine going anywhere else. Saratoga Hospital Group (whether it's here or other locations, such as OBGYN) has always treated me with respect, compassion, and honesty.
So thank you to Dr. Hanley and the staff at SGFM Primary Care. You're all wonderful individuals and I am grateful for my experiences here over the last 2 decades!!”

“We have been with this office for the past 14 years (I think!) and have never had a unpleasurable experience. We see Dr Hickey and Dr Nicholson and each has spent a good amount of time answering our questions and giving our entire family a checkup. I never feel rushed and I make sure I have a list of questions for them already written up, so we don't waste their time later.”