Premier Family Physicians's Online Review Report Card

This is not the first time when I was billed for an annual preventive checkup screening. I received a bill from CPL for my annual exam that my insurance plan covers 100%. The provider who ordered those screening tests attached diagnostic billing codes instead of preventative billing codes. This generates additional costs to myself as a patient without any justification. The insurance company made a three-way call with the provider, CPL and I to advise them to resubmit the claim attaching the correct billing codes. Nothing was done to correct the problem. It seems like the staff that does paperwork lacks knowledge regarding medical coding. Also, the administrative staff is unwilling to solve the problems they created. I don’t recommend this practice to anyone and I will contact BBB.

After 10+years of me being a patient, never being late, forgotten once in their waiting room for an hour an a half and giving them grace at that time they canceled my appointment when I was running late on Friday. As a teacher with no subs trying to get an appointment was challenge enough. I'm sorry that things happened to make me run behind. I'm sorry that after all these years this office couldn't grow to help me the way I was willing to help them. Thank you for the good care and  no thank you for the disregard of your dedicated patients.

Awful experience and high charges.I went in for severe abdominal pain, which I suspected was a burst ovarian cyst (I’ve had them before). Kristen Emptage was the provider I saw, and she was concerned it was appendicitis and ordered a CT scan and ultrasound, and would not prescribe me anything to help the pain. I do not feel like she listened or cared about me or the state I was in. They could not get me in for a CT or ultrasound for weeks. I wound up going to the ER because the pain got worse and worse. There they gave me all the care and tests I needed and actually listened to me. Two weeks later I get the bills for both Premier Family and the ER, and they are the SAME PRICE. When I called to ask about my large bill, even though I had already paid $85 at my appointment, Premier Family told me it was because I was a new patient and there’s lots of information to input. So I was charged hundreds for clerical work, and no actual help from my provider.I will not be returning here again.

Please determine how much your co-pay would be before taking an appointment. I called them and was told it could be between 70-90. When I got to the clinic, there was another lady pretty upset about her bill. I wish I had left then. I went in for a headache and was prescribed the same meds my doc on Teladoc(which is 0 co-pay btw) also prescribed and now I revived a bill of $155! For a headache, 155? I go the on-gyn specialist in the same building and never paid anything above 100. Extremely disappointed.

I can no longer recommend this place. I’ve been going here for 5 years and their customer service in the front is terrible. Today, I went to get a flu shot and they had me waiting 30 minutes. When I asked why, I was told that the nurse was not notified I was waiting. This has happened multiple times now and I will be moving to another provider. Terrible customer service.If you like waiting, you’ll like this place.

I’ve been going to PFP since I moved to Austin. Having been a patient of doctors at the Texas Medical Center, I thought I’d be doomed to find a good doctor here. PFP has blown me away. I see the PA’s of Dr. Dawson, but calling Leslie Brice or Shannon a simple PA would be unfair (and I’ve never met Mr. Dawson). They take all aspects of my life into account and make me a partner in my own health. Leslie has guided me towards healthier exercise habits and celebrates my wins in life with me. She had helped me make decisions about pain and anxiety management that fit with my own beliefs. She’s never given a Xanax where another option would be a better fit. She’s never shoved me into an antibiotic or antidepressant without thorough thought on how that fits with my overall health goals. And Shannon, who I’ve seen a couple of times in Leslie’s absence, also always takes the time to listen closely and builds a plan for health that matches my goals. They both treat me like a human woman and never a hypochondriac, as so many physicians do to women. I wouldn’t go anywhere else. And if Leslie moves, I’d proudly use her telemedicine practice or strongly consider moving. She’s that good.I should also add that the entire nurse and supporting staff has been incredible. You get the odd person who is short with you from time to time, but you always know it’s because they’re busy. Crystal especially is always on the ball. She responds to portal messages super quick when it’s something she can pick up and doesn’t require Leslie. And there’s a lovely guy whose name escapes me that always tells me I have a famous person’s signature. It makes me laugh every time. Laughing? At the doctor? Yeah, it happens.

Have been waiting for my appointment over 2 months and just received an email from them canceling it. Called to have it rescheduled and they told me the next availability would be November 16. Unbelievable!!!!

I like my doctor fine (for the 10 or so minutes I see her twice a year), but the policies of this practice make them unbearable to work with. They won't give you a refill if the doctor hasn't seen you within the last 6 months. There's no medical necessity for this - if you have a chronic illness and have been taking the same medication for years, why is this necessary? No other doctor I've seen before has required this. This is purely a money grab. To add insult to injury, if you have mail order and are set up for auto-refill, if it's been more than FIVE months since you last saw the doctor, when the pharmacy contacts them for approval on the refill, they will deny it - AND NOT BOTHER TO TELL YOU FIRST! You won't know this has happened until the pharmacy notifies you they are unable to fill your refill order. So then you have to deal with getting the mess straightened out with the pharmacy, which then means having to call the doctor's office and deal with the surly people that don't want to be bothered by your little problem. I'm going on a week now of trying to get this straightened out, with the pharmacy telling me they're waiting for the approval from the doctor, and the doctor's office telling me they've sent it in. When you call this place, they say "Where every patient is treated like family". If this is how you treat your family, I'd rather be a stranger!

1/2 star is possible..Phoned in today in to try to see what our options are for covid relief. Granted, I'm sick over sensitive, but the lady on the phone was the most snarky, most unempaththic, most sarcastic individual I have ever experienced. The whole conversation took a nose dive immediately when I introduced myself as Dr. Kevin Spencer's patient and she made me feel like an idiot for even saying such a thing since he's now the CEO and I was somehow supposed to know that.Horrible, horrible attitude and just cost this practice 2 long term patients which stinks because we've always had great care, but I've just had enough.Hope the CEO is cool with that.

I do not think they care at all. Very poor service pre covid. After is just ridiculously worse. The lady could tell I was in breathing distress, I knew she tried to have me seen but nurse and dr, I am just another number.