Hillside Primary Care's Online Review Report Card

Truly a great office for everybody

All the staff it was very nice today,,, thanks

Please do a better job at setting expectations for patients. If they have an appointment and you know the doctor is backed up spending 45 minutes with one patient, then say that so we have the opportunity to reschedule or be prepared for the waiting time of over 30-40min in the room. If your demographics of patients is older people with loved ones with them, set the expectation that it’ll be a 2 hour doctor visit so they can plan to not go back to work and lose time due to the wait time in a small doctor facility. But y’all are so quick now to charge people $50 for cancellations. Can we receive a fee for the wait time?

I recently tried returning to Hillside after losing my PCP at another office. I used to see Garrick Naylor at a different Hillside location, but apparently he hasn’t been there for years. What’s confusing is that every online search still shows him as practicing with Hillside. I scheduled an in-person appointment and ended up arriving a couple of minutes late due to traffic. I completed the paperwork and paid what they said was a past due balance (which I don’t even remember owing since it had been years). After that, I waited about 40 minutes before being taken back to a room, where I then waited another hour. The provider eventually came in and apologized for being late, saying she had to take a phone call from the parking lot. The actual visit itself felt extremely rushed. It lasted maybe 10 minutes before she recommended several follow-up appointments and bloodwork. The labs were done that same day, and I went to the front desk to schedule the follow-ups. Because of my work schedule, I scheduled the follow-up as a telehealth visit during my lunch break since I don’t have the flexibility to sit in a doctor’s office for hours during the workday. Unfortunately, their check-in SMS links didn’t work, so they had to email me the link instead. When I checked in, I was told the provider was running late and that my 1:30 appointment would likely be seen “shortly after around 2:00 sometime.” I waited until 2:18 PM, but at that point I could not wait any longer and had to reschedule for two days later at 8:45 AM. The morning of that appointment, the SMS check-in link didn’t work again, so I had to call to have it emailed to me. While I had the representative on the phone, I completed the check-in and noticed I suddenly had over a $90 balance. I am dual insured, and I had already paid the balance they told me I owed along with the labs at my previous appointment. At that point I was so frustrated with the repeated delays, broken check-in links, and billing confusion that I ended up canceling the second telemedicine appointment altogether. The representative even told me I should expect to be seen 30 minutes to an hour after my scheduled appointment time, which simply isn’t realistic when you have a job. I work during the day and was trying to make these appointments work during my lunch break. Waiting around for an unknown amount of time is not something I can risk when it could affect my employment. At this point, I wouldn’t be surprised if they attempt to charge me for the canceled appointments despite their clear lack of concern for my time. I could have gone to another provider who respects patients’ schedules and has a more organized system instead of relying on call centers for scheduling and customer service. Unfortunately, based on this experience, I would not recommend this location or any Hillside location. They clearly do not value their patients’ time.

Always great here. Rom start to finish

It was nice to see Dr. Lajja Patel at my latest office visit. She is very personable and professional. She is also very knowledgeable and answers every question.

Nurse practitioner Gabriella was GREAT! Love the staff here.

Staff are always very friendly and service is quick.

Very satisfied quick in and out great staff Phlebotomist was very friendly and helpful Great job!

The front desk staff is great, the doctor was nice, and the phlebotomist was amazing and hilarious.