It's terribly unfortunate they changed their staff at this office when the one they had worked efficiently. I completely didn't recognize one person on my last visit. WHAT HAPPENED TO THE OLD STAFF?!!! Please note I have been going to this healthcare center since they first opened up over ten years ago, it's so VERY sad that they have let their staff go, not just one or two, but the whole office. I used to get reminded for my appointments, so if your mad at me Dr. Michelena PLEASE know it's because your new staff simply don't do their job. whether that be answer the phone and not be on hold forever or let alone bother to send a reminder via text or God forbid a phone call reminder. When I left a message because I forgot the time of my appointment I never received a call back, not once but twice did they fail. Now currently they never return any calls and the current hold time is over 10 minutes every time I call. The new staff are the absolute worst incompetent employees I have EVER experienced. I recently had an important matter where my medical records were requested, I found out they did nothing for 3 months after receiving 3 requests. I had been wondering what was taking so long, then when I called the office manager she unconsciously gave me the runaround for a week completely lying not once but three times until I had to go down there in person and only finally then that she finally did her job and faxed them in front of me over to the requested ( 3 months later may I remind you). Yet, please note when I spoke to her every single time for a total of three times earlier that week she told me they don't handle the medical records and referred me to call another office for my medical records. The first time the wrong number was given to me and then two times after that all I received was lies, smoke and mirrors. Finally from all the stress and aggravation from the runaround and the requested not receiving my medical records I finally just went down in person (Dr. Paternal you probably remember me calling you personally on your cell, when you joked about "not to call your cell that your wife would get mad". Note: this wasn't funny and I was not amused). So regrettably I'm sad to say that this office is no longer one I enjoy going to, hence the doctors have always been exceptional, it's ultimately the staff that are the customer service support lifeline that work with the patients and doctors. I will be looking for a new office even though this is down the street from where I live. If you're reading this Dr Paterno and Dr. Michelina I'm sure I'm not the only one that feels this way. I've been in management my whole life and this office is no longer managed well or at all for that matter. So everyone that reads this review please save yourself the frustration when it comes to your health. I'll be looking for another office for my future health needs. It was great while it lasted. Perhaps I'll be able to find Dr. Burrows again, the best Doctor that I've ever had in my life and was solidly there 200% when I was alone dealing with my mother whom had the Alzheimer's Disease and without her I would never had survived as Dr. Burrows had a major hand in helping/assisiting me every step including Hospice in my home. Goodbye BHS Hawthorne, It is bitter sweet writing this, but let the truth be known. read more