Lakewood Internal Medicine's Online Review Report Card

RUDE receptionist!! Very immature, talking over me. overbearing w their answers. "Victoria!" Your to he helpful, not hateful!

The front desk (over the phone) people, particularly a woman who commonly answers the phone, is extraordinarily rude and disrespectful. To treat already sick or old patients in such a manner is simply wrong. Doctors are supposed to help people! Please consider getting new Front Desk staff, or firing the woman who seems to be the issue….

After reading through reviews, it seems I am not the only one who has had a bad experience with the over-the-phone staff. Others have said the same, that they are rude, lack empathy, and have a short temper. I have yet to attend New West, and I am a new patient. However, my dad has been seeing them for almost a decade and has had nothing but good things to say about the doctors there. The reason for the two-star review is because of the over-the-phone scheduling staff. I don’t quite remember who I talked to, but I do remember how rude, impatient, and angry the woman I talked to was. A minute into the phone call, I was asked what my insurance was, as she needed to know if I was in network. My response was yes, I know I’m in network as my dad is a patient here. It seems that after I said that, everything afterward was met with hostility and frustration. I tried to communicate what I knew about my insurance information, and I even had my dad with me to try to relay the proper information to her over the phone. This was met with more anger as she explained that I was an adult and should be the only one talking to her. I understand this professionalism and procedure, but I do not understand the delivery. I needed my dad there to clarify insurance information because I’m still insured under him as an adult. I don’t know why she felt the need to be so upset and rude toward me just because we were trying to provide the proper information. I understand there were some complications with figuring out my insurance, but not anything that couldn’t have been easily solved with patience and understanding. Instead, I was met with annoyance and entitlement, and I and my dad did not appreciate it after the call. I will still be attending my appointment this week, but I admit that this makes me question how I will move forward in the future. I feel that no one should be treated this way. I feel disappointed with the lack of kindness and good customer service skills.

JaclynTybor, N.P. has had nothing but my best interest in mind. Every visit she is very attentive and follows through with a treatment plan.

Literally the worst facility at communication with their patients. The people answering the phones in the office are rude short temper and disrespectful on the phone, they do not listen to you the speak over the patients constantly. Physicians leave the practice and the pay aren’t notified and the new physicians do not know anything about the people they’re supposed to be taking care of. I’ve had a prescription that was supposed to be filled in May but because they can’t complete orders or follow up with the care they’re prescribing I still haven’t received my prescription and it’s now the middle of September. What a completely ridiculous experience and no one has a clue what’s going on with the patients in this practice!

I went to this office for over 12 years. The amount of turnover in their provider group should have clued me into their customer experience. In 2022, I had a hand injury from hiking and called to see a provider. They could only take me at another location. On the phone, I asked if the other location took my insurance, because if not, I would go where I could use my insurance. The lady on the phone, said she looked it up, and that I would only be charged my copay. I got stuck with a 500$ bill. I complained and they said that it was not their fault. I will now pay this bill but have switched providers for my husband and and I and I am happy to say that I have gotten exponentially better care. Please see their provider turn over as a red flag, I sure wish I had.

Worst care ever, I wish I could give them a minus 10. No one should ever have to tell their doctor that their test results are in and action is needed!! The results of my sleep apnea test were sent to PA Jennifer Tatgenhorst the beginning of May. I sent her a message mid-May and let her know my test results were in and to please complete the paperwork. I received no response. I called a few days later and she did call me back but failed to complete the paperwork correctly. 6 weeks later after numerous phone calls to the office, begging them to please fax over the corrected paperwork I sent another message to PA Jennifer Tatgenhorst, I also called and was told office manager Jen would call me back. I finally heard back from PA Jennifer. She sent in the paperwork again, then I received a denial of my claim. I called the office to speak to PA Jennifer Tatgenhorst and was rudely informed by Angela that she went out on maternity leave the day before. I asked if I could speak to the physician handling her patients. She told me that one had not been assigned yet. I explained that my claim had been denied and asked office manager Jen to call me, that was on July 3rd. It's now the 20th of July and I still have not received a call back from her. At my wit's end, I ended up going to another New West Physicians office in Golden. He had my claim approved, and CPAP materials ordered the very day of my appointment. Something that PA Jennifer Tatgenhorst failed to do in 2 months. I filed a complaint with Optum on July 12. I was told I would receive a call back the following week. Two weeks later I still have not received a call. I called Optum to find out the status. They told me that the office manager, AKA Jen was, the person who should respond. Well she never responded to my first call why, would she respond to a complaint. Her staff is the same way, uncaring and unresponsive, she leads by example.

Really, really difficult to get any consistency of care. Could only ever get appointments with PA's and never the same one twice. Refused to fill a prescription for a medication I've been on for 10+ years while transitioning to a new provider.

Horrible experience. The people who answer the phones are clueless and are the first to admit. The female who answered today didn't even know the providers at the specialty referral center. God forbid if your really sick you can get a correct appointment. Optum has ruined these offices. Corporate greed at its finest.

They are so helpful and friendly! Thanks yall. Paying out of pocket for insurance is a new thing for me. The american health care system yay! Anyhow, They've been really helping me figure out my prescriptions. I'm really to go to them For my healthcare needs!