Shade Lester's Online Review Report Card

Dr. Kibel is patient and professional, she cares a lot about everyone and their concern.

Shelly Loomstein always takes the best care of me. I’m an anxious patient and she is so calming and attentive. My children also love her!

Always the best. Dr. Ennis and Lynn Gross have kept me going for years.😊

Appreciate dr Gothard more Than I can say. He cares about his patients. He is smart. Kind. Assessable. Amazing advocate for his patients physical and emotional well being !!!

One of the worst experiences I’ve had with a HCP office. Scheduled myself and spouse for annual physicals at 2 different offices (proximity to work), I got a confirmation and he didn’t. Our appt reminders were texts with link to PDFs, not helpful- email or direct into an EMR. My husbands appt took 2 hours, for a physical and a requested referral (based on family history, not even a current condition). The referral was lack luster, clearly hadn’t read the referral paperwork and gave zero information, only asked “so when can we schedule x procedure,” husband had to ask all the questions and still left unsure of what’s what. 3 weeks later at my appt, I sat in the room for 20 mins waiting for the provider, could have drawn labs during that time but nope. The provider clearly didn’t read my chart or paperwork, never asked any “basic questions” (like what do you do, any kids, etc) just jumped straight to COVID vaccines (without knowing if I’d had any). They were nice but the entire appt felt like a one sided information session, not a conversation. I finally leave with no instructions for setting up my portal account.A few days later I learn my husband never received any labs from 3 weeks prior. Went online and read the FAQs, well we’d never received an email like it states. Called for help and put myself on the “well call you back” list; 4+ hours later and no call. Call again on my way home and am constantly interrupted, told that I’m wrong and there’s no email (which is stated right on the website). Okay whatever, the person sets up our passwords so we can login. Of course the logins don’t work so I call back the next day and wait 40 mins. The person reset passwords again, didn’t work. I ask for username confirmation (supposed to be our emails) and learn our last names were spelled wrong, so we’ve missed several communications, and they don’t know how to fix it. I was livid after the person told me “you can live with it being wrong, just write it down.” Just no! That’s literally a lazy human error because it’s our last name all over our file and our emails. I’m not going to ask my husband to try to remember to misspell his last name of several decades because someone wasn’t paying attention. The person finally offered to put a note into IT, I asked for a call from IT or to be connected because I didn’t trust anything would happen. Not possible apparently. I finally insisted on speaking to their manager because I was about to tell them to send us copies and erase our medical records. I was put on hold for 5 mins and magically the issue was resolved and our logins worked.After all this, I log into the portals and see a follow-up was requested for my husband two weeks prior for a lab that’s in normal range. The charting was so minimal, there’s no way to know what they discussed or mention of requesting a referral, just the referral.Im at a week out and still no labs. I called today (waited 30 mins on hold) and asked they be uploaded because I need them for something. I was told they won’t be released until the provider reviews them, usually within 48 hours. Labs had been in for 4 days and should have been uploaded 2 days ago. I’m a HCP and can read my own labs, so while I understand the PCP wants to review, I don’t need that to happen before uploading my labs. I literally just need the lab sheet. I’m beyond frustrated and trying to understand they’re a busy office, but some things really need to improve. Wait times on the phone for one (can assign more staff during high volume times), actually calling people back in cue (or don’t offer than option), and not having a “suck it up” attitude when people call for help (the most frustrating part).I tried this medical office(s) because the practitioners were highly rated. Personally, I’m on the verge of having us both removed as patients due to the overall headache of everything.*I’ve seen other reviews with similar frustrations, seems to be a theme that needs some attention.

Terrible customer service!Always hand up on the phone.

Waiting online for an hour is deplorable and needs to be resolved and then told they are closed and they will call me back tomorrow. MY ONLY COMPLAINT...

Dr Hewitt was thorough and very attentive. He spent quite a bit of time talking with me and going over my issues, at NO time did I feel like a number being rushed through the system.

Awesome organization and services

I called and needed a prescription, and they took care of it the same day.