Dr Hayden is great. All of the doctors have been great when standing in for Dr Hayden. The facility is great as well - very clean and modern. No complaints on the doctors or facilities - everything is great on that end.
My issues deal with rather terrible customer\patient service from the staff.
I'm more than likely going to be alone in complaining about the service I receive as I am in a unique position to where I have a prescription that requires being picked up in person on a monthly basis. If you do not have a prescription that requires it to be picked up in person on a regular basis, Midtown Internal Medicine will more than likely be a positive experience.
But because I have a prescription that requires me to physically pick it up at MIM on a monthly basis, my experiences will more than likely differ from yours. Below are the frustrations that I have been experiencing over, and over, and over... with no end in site.
Sometimes when I call the prescription line in the morning, I never receive a conformation of when its ready to be picked up. When I call to inquire, they will take a message telling me they will call back - which may or may not happen and sometimes it can be days before I'll know if my prescription is ready and by then - I'm well out.
The most common issue I run into is being told my prescription is ready, and then I get there and the prescription can't be found. And if Dr. Hayden has gone home for the day, they will tell me to come back the next day or the next day that he will be in. If Dr. Hayden has gone on vacation, they will tell me I have to wait until he returns from vacation. This has caused me to go days and days without my medication. It seems VERY strange that another doctor can not cover in a situation like this when Midtown Internal Medicine is at fault for not keeping track of the prescription. Why is the patient made to suffer due to a fault on the side of MIM? What's worse is that the receptionist or nurse doesn't even bother to be polite while relaying the information. Its kind of a "we dropped the ball - you're screwed - go somewhere else if you don't like it - how dare you complain" kind of attitude. This is really frustrating to hear after leaving work early to drive across town only to learn that you're not getting your prescription and will need to leave early, again, and then having to explain to work on why you have to leave early, twice, to pick up the same prescription - all the while being out of the medication. This can happen a couple of months in a row to every now and then - over and over.
The worst part, though, is knowing you have to pickup a prescription and trying to cover your bases as best you can to keep from being screwed by calling to make sure your prescription is, indeed, ready to be picked up - being told the prescription is ready - then asking if they are closing early to ensure someone will actually be there when you get there - and them telling you "yes, someone will be here" - and then breaking your neck to leave work across town to get there by 4:50 - only to find that everyone has left for the week sometime earlier and you are basically screwed till Monday. Even though the posted hours show that they close at 5 - when really, they close whenever they like depending on their load. So you have no idea if they are even going to be there and calling ahead doesn't help or even matter. This has happen to me twice - the last time was a few weeks ago.
I have to pickup my prescription again tomorrow. Although I have a txt message telling me my prescription is ready, I really have no idea of what to expect...
Again, the doctor's are great but Midtown Internal Medicine's customer service is less than poor. read more
