Carilion Clinic Family Medicine- Colonial's Online Review Report Card

I called the front office today because I needed to make sure a message went to the right doctor and that it didn’t just go to a voicemail that wouldn’t get addressed until after Christmas and before I could explain I was just making sure it was the right voicemail the receptionist Told me that they were seeing patients and they would have to get to the message between patients and “that’s how the system works, ma’am.” Wow. I’m aware. This is super time sensitive so I was just making sure I put the message in the right place but apparently this woman forgot how to listen and just assumed I was being rude and impatient because I was asking about a prior authorization for ADHD meds that I requested several days ago to avoid last minute hang ups just like this. I know how voicemail works, MA’AM. What I don’t think you’re aware of this just how much “the system” doesn’t actually work for people with ADHD, but Merry Christmas I guess.

I have been trying for almost a year for an appointment. I had an appointment in the summer of 2022 that I had to cancel due to a family emergency. This was not a last minute cancellation, and I was told it wouldn't be a problem to reschedule. I had to be put on a waiting list until May of this year, 2023. In December, I called like I was advised in July to see if there were any cancellations I could take. I was told I couldn't be put on a call list for cancelled appointments even though I was told I would be put on that list last summer. The woman I spoke to in December told me I would be receiving a phone call the day before my appointment so I could fill out any necessary paperwork. I waited and I received nothing. Today, May 5, I called to find out when my appointment is because I haven't received the call yet. I was told I missed my appointment on May 1. When I reminded her that I was supposed to have received a phone call, I was told they called and left a message on my "answering machine" last week. That was a lie. I don't have an answering machine and my voice mail wasn't set up. I have the missed call list on my cell phone to show this. I explained that to the nurse and told her I didn't receive a call. She said there was nothing I could do and that she couldn't reschedule. I asked what did she mean, did she mean I can't even book another appointment at this clinic at all? She said, yes, that's what she means, and said they can't let people forget/miss appointments. When I asked about my daughter's appointment that I, also, made last July, she acted like she didn't know what I was talking about. I have been waiting almost a year. I have been getting my prescription filled elsewhere, but I have to have a PCM to continue my daily routine meds. I'm almost out and it's extremely difficult to get an appointment with a female physician in Roanoke. I understand that keeping up with appointment dates is my responsibility, but mistakes happen and I misplaced the card I had the date reminder written on. I was counting on the phone call I was assured that never came. And to be told I can't even make any new appointments, that I cannot be seen at this clinic, is absolutely outrageous and unprofessional. I will never, absolutely never suggest this Carilion clinic to anyone, and I will be passing on this information to people I know who go to that clinic. This isn't the behavior of a medical clinic I want handling my medical treatment, nor that of my daughter.

Loved it

I've been having a great experience with Bethany Casey (PA) She listens and takes the time to cover everything I want to talk about. She's caring, empathetic and has great bedside manner and has never shown judgement even when I bring up my functional medicine doctor and other treatment plans. Appreciate everything.

I have concerns putting my trust and health in a clinic that treats me with disregard and disrespect. Their education or experience does not mean they are not infallible.

Bethany Casey is an amazing primary care provider. She is knowledgeable, spends an appropriate amount of time listening to my concerns, and has a great bedside manner. Strongly Recommend!

I have been a patient on Bethany Casey (PA) for a few years now and owe my life to her. She is the one who caught my cancer. In addition to that she really takes her time to listen to any concerns you have especially mental health issues. She promptly has referred me to appropriate specialists as needed especially for my chemo/rads side effects, has amazing bedside manner, makes you feel safe and heard, and does not make you feel like you are being rushed so she can move on to the next patient. Best pcp I have ever had. Thank you, bethany for all you do!

My wife has hereditary hemochromatosis. Not an easy diagnosis however Dr. Ambrose caught it immediately. My wife’s care has been excellent and I thank Dr Ambrose for her care. My apologies for misspelling her last name!

Dr. Ambroz is absolutely fantastic!! She's the best doctor I've had in many years!! Highly recommend!

I’ve had many doctors over the years, but I absolutely love Dr. Ambroz. She empowers patients to advocate for themselves, and she cares deeply about their wellbeing. She’s honestly changed my life. In one year my health has changed so drastically, I’m like a new person. The office as a whole is wonderful as well. Everyone is always kind and efficient, and every experience I’ve had there (and I’ve had a lot) has been exceptional. Thank you Carilion Family Medicine for improving my life and the lives of so many others!