Mark Priola Primary And Palliative Care's Online Review Report Card

I see Spencer and he is fantastic! They are quick to get you scheduled. Sometimes I have to leave a voicemail but I always get a call back.

Great place

Very kind. Extremely intelligent I wouldn’t go anywhere else.

The medical staff and MAs are great, some of the best I've had in Prescott. However the office staff is not. For 9 MONTHS I have been trying to get them to fix a billing error. After multiple calls from my health care provider and me, even office visits, each time where the staff would assure me that it would be taken care of, NOTHING. Pretty obvious it's not incompetence, it's deliberate.

I was a receptionist for almost 3 years at an animal hospital before becoming a vet tech and I can say with absolute confidence that myself and my team have expressed more empathy and compassion for animals than I have ever experienced at this office. The PA that I see here is PHENOMENAL and I adore him, as do several members of my family who also see him (Spencer Claussen.) Sadly that is the only positive aspect of the practice from my experience. I understand that the entire medical field and work force are swamped right now, I really do, because I am also in the medical industry. However as someone that would go and has on many occasions gone out of their way to make sure that someone’s beloved pet gets their insulin, seizure meds, pain meds, or other wise life saving/quality of life improving meds when they need them, especially if needed urgently, it was incredibly frustrating when i had to leave a message with reception requesting a call back ASAP regarding important meds only to receive a call AFTER having called AGAIN a full week later (been without my meds for 3 days at this point…….hence why I called more than ahead of time. When I got said callback (today), the receptionist was immediately condescending and short with me. She insisted that the Rx I need had been sent to my pharmacy last week. I asked her to please confirm the Rx that was sent, as I take different doses/forms of the same meds. The receptionist continued to insist that the correct Rx was sent even after I clarified that this is the first time I have requested this Rx from this PA, and despite having very clearly given Rx name, dose, frequency, etc. about 3 times on the previous voicemail when the initial request was made). The receptionist continued to insist that the Rx had been sent and was correct. After finishing the unpleasant exchange I immediately called my pharmacy……..there was in fact an Rx sent over on the date that the receptionist had mentioned, and yet, IT WAS FOR THE WRONG MEDICATION. I asked several times solely because I knew that she was not actually listening, which was obviously confirmed. Due to my experience as a receptionist, I know what it sounds like when different functions are performed i.e. holding/forwarding calls. I also happen to know that is EXTREMELY likely that they use caller ID to screen calls from clients. When I called the office back, and mid way through the first ring I heard a click, and for a brief moment some background noise and voices, then immediately after came came another click and the hold music. I sat on hold for 15 minutes before I hung up. I really really want to give them the benefit of the doubt because I really don’t want to believe that my genuine medical concerns and wellbeing are a perceived annoyance, but I truly feel as though my call was purposely ignored. I’m at a loss here. I need my meds; I do everything I can do to be helpful and patient and make the process as smooth as possible, and I would be FAR more inclined to further extend that consideration if for someone with even an ounce of compassion for the situation. It blows my mind when I consider the possibility that I have provided someone’s pet with more care and love than they would ever give to me. I guess that makes my expectations for my own medical care way too high. All in all, 5/5 stars for Spencer Claussen, .5 stars out of 5 for the practice, or at least the literal most important part of any business: customer service.

Update to prior , giving Mr Priola benefit of the doubt which was not deserved. Competence, accountability, continual education, (as well as a modicum of humility, instead of continually being arrogant , lambasting , blaming the patient and Not being disparaging of a local Medical Facility ) , Should be the Standard and required for Any person in the field of medicine. Extremely important Hospital report from over 6 months earlier either Not thoroughly read and or Ignored. Only found out about urgent matters on it by another provider. Priola Primary Care was the GP to send to and on file. Jumping to unqualified , Shotgun, alarming, incorrect, dangerous diagnosis's without the proper backup tests being done or even consulting with an actual Medical Doctor/ Specialist , and sending patients on Wild Goose chases to PHX Hospital on a Wing and a Prayer, ( where 3 times the amounts of the local Hospital are charged ) and when asked why it could not be done in the Prescott Hospital , reply was that they were Morons. Being referred to a wrong type of specialist , Knowledge of Anatomy is critical. Being told severe stomach pains were just a virus with no testing or referring to Patients GI Doctor. Patient had to ask that be done 3 months later as the pains came back . Having to often ask numerous times for referrals . Being told proper coding for insurance for a test was corrected, after 8 requests and after 6 months and It was Not. Perhaps the State of AZ needs to require FNPS , Must be Partnered with an actual Medical Doctor. The address you have listed is incorrect for this Fnp.

The receptionist at this office is horrible. We tried to confirm our insurance today and when I couldn't give her the billing address, she hung up on me.So rude and unhelpful. She did not want to look it up to see if we were in network and discourage us from calling the billing dept. Owning my own business I would never put up with someone driving my customers away like that. Wow, maybe she's a relative and the Doctor doesn't care.

So my mom was a patient here the office staff is terrible. My mom got shingles over Christmas we left at least 3 different messages they have never called us back. They never answer the phone or call back if you leave a message and then today she gets a call from a collection company for a bill that isn't even a month old. Your office is going to be in a world of hurt if this impacted her credit in any way again if you would answer the phone it would have been paid the same week we received the bill. Bad practice sending people to collection when a bill isn't even 30 days old yet. Dr. Priola is a great doctor but needs to rethink how and who runs is office.

Mark is compassionate, skilled, and has great earned wisdom about providing health care in this community. I appreciate his wise restraint as much as his prudent and timely care. I’ grateful he is my PCP.

Mark is a good np but his office staff are less than competent. I have received bills for my husband that are months old and every time I finally talk to a live voice I get told one story after another. I want to pay the bill but it's been about 8 months and they have not billed insurance yet and every time I call it's one excuse after the other. Due to their incompetence we are changing pcps