Let me first say I'm giving 3 stars bc the doctors/providers are great! They're kind, nurturing, and will educate you as much as they can with any concern. The front desk I barely have to speak to so I can't say much. The MAs I only really had one assist me every time we went and she was super friendly. My son usually goes to the florham park office, but we had to resort to west orange once or twice.
Now my issue is I called numerous times and asked about my son vaccination record (he was only 2.5 months old) so there was only 3 things on this record. Unfortunately the office is too far for me (40 mins) my son got an ear infection and I had to make an appt close to home. Now after his first appt I was told he needed his immunization records in order to be seen again by the new office near home. When I called florham park to retrieve these I was told "30 days you can pick it up" WHAT?!!!! I wasn't asking for medical records and I was going back and forth numerous times and different days... I gave up, bc as a new mom I'm exhausted and didn't have it in me to argue. ( I also emailed the office as suggested and at this point I wanted all records bc I was done with this facility and lack of common sense)
So fast forward to two weeks later, I had to last min get my son in to do a quick covid test ( as I couldn't be seen near home bc I still wasn't able to retrieve his records). Once I got in I made sure to get his immunization rec., and once our appt was done I was told 24 hours for results to be in. I waited over 24 hours and finally called...the lady at the front desk told me their backed up on test.... Which made no sense but okay so she said to call in a day, well I gave them two days now at this point it's 5 days LATER I spoke to someone at 9am and they told me an on call doctor will call with my 2.5 month old sons results ( as covid result aren't important I guess) and guess what?.... NO CALL! So, aggravated as I was I called again and left a voicemail and I'm sure you can guess it again.... NO CALL BACK.... EVER! Now it's a week and a few days later I called, the front desk answered and literally gave me his results... it was THAT SIMPLE.
Now I get an email 3 weeks later about medical records saying "it'll be ready in two weeks" well now it's over the legal 30 day period and clearly over the two weeks I was promised. My son is now 4 months what is so hard about printing or sending a few notes on his visits when he hasn't even been here more than 4/5 visits??? All this did was put me back on being able to treat my son as needed medically, very unprofessional as a medical office for children.
Not sure what the excuse is holding medical records for longer than necessary I would never make my patients wait the 30 day period. That is totally absurd and so rude! I do work in medical and manage a super busy office so the way this office is handling specific/simple task is mind boggling.
I will be calling back and giving a piece of my mind as they totally violated my rights to medical records and as the state of NJ it's a 30 day wait period.. which they're aware, but clearly can't manage that time correctly.
This office seems very slow paced every time I've been here so I'm not sure what the issue is with helping patients out with simple things as this. read more