My son broke his back on Sunday, September 13, and what followed over the next nine days with…read moreMagnolia Family Medicine has been incredibly frustrating and, in my opinion, completely unacceptable.
Because we have an HMO, I understand that referrals are sometimes required and that there can be additional steps involved. What I did not expect was the complete lack of communication and the repeated problems getting a referral handled correctly.
On Monday, September 14, I repeatedly called Magnolia Family Medicine trying to get my son seen and obtain a referral to an orthopedic surgeon. Nobody answered my calls or returned my messages. I ultimately had to physically go to the office just to make an appointment.
I was then told they did not consider it necessary to see him until Tuesday, September 15 at 3:30 PM. Despite the fact that Magnolia Family Medicine has been his PCP since 2021, they initially treated him as though he were a new patient.
At that appointment, they offered to write the referral. Then nothing. I was completely ghosted until Friday, September 19. When the referral finally came through, it was sent to a doctor who does not accept patients under 18.
A new referral was finally issued on September 21--but that referral was to a doctor who was out of network with our insurance.
It is now September 22, nine days after my son's injury. I have personally identified the exact pediatric orthopedic surgeon he needs to see and have verified that the doctor is in network with our insurance. I have provided that information to Magnolia Family Medicine, yet they have STILL failed to send the referral.
Throughout this entire process, I have called repeatedly, sometimes almost hourly, trying to get someone to simply communicate with me and correct the problem. Calls frequently go unanswered, and on some occasions, while waiting on hold, I receive a message stating that the voicemail has failed and the call is simply disconnected.
Nine days. A child with a broken back. And I am still having to fight to get a basic referral sent to an in-network pediatric orthopedic specialist.
I understand that an HMO can complicate referrals. What I cannot understand is the lack of communication, the delays, the incorrect referrals, and the apparent lack of urgency when dealing with an injured child.
I am not asking for special treatment. I am asking for basic communication, attention to detail, and timely assistance when a child with a serious injury needs to see the appropriate specialist.
After being a patient of this practice since 2021, this experience has been extremely disappointing. The most frustrating part has not simply been the insurance or referral process--it has been feeling like I have had to fight every step of the way just to get someone to respond and do what should have been done days ago.
I am writing this review so other patients and potential patients can understand what my family has experienced and make an informed decision about their healthcare. If you are considering Magnolia Family Medicine as your PCP, I strongly encourage you to look elsewhere and find a provider that you feel will communicate with you and advocate for your family when you need them most.