We had an AWFUL experience. I secured a spot in line early in the morning on Friday 11/24/23 through the app (around 6AM) for my daughter who was feeling terrible with complaints of a severe sore throat. The spot I made was for 9:45AM and we arrived to OnPoint and checked in on the app at 9:25AM. They're very specific to tell you it's not an appointment and that's fine. What I didn't realize is how incompetent the system must be in allowing OnPoint to be overloaded with "check-ins" every 15 minutes in addition to walk ins.
We arrived to OnPoint but waited in our car (as we have done in the past) and checked in on the app to let them know we had arrived. I was constantly refreshing and checking the waitlist (we were third in line at 9:25AM but there were 4 walk-ins) and at 9:40AM I called into the front desk, paid our $75 copay, and let them know we were just outside. The front desk person let me know they'd call us as soon as it was time to go inside. We waited until 10:20AM and my daughter and I both had to use the restroom, so we had to go inside anyways. Luckily not long after they called us and came to take us back to a room at 10:28AM (I know this because I texted my husband to tell him we were finally being seen.... or so we thought). They took her vitals and did the strep test, THEN WE HAD TO WAIT AN HOUR TO SEE A DOCTOR. It was unbearable. Miserable for her. If I hadn't already paid our $75 copay, we would have walked out and gone to the urgent care off Gartrell and E-470 (which my sister had gone to during this whole thing and was already there and gone and had a 180 experience, in the best way, from our experience at OnPoint).
When the doctor finally came in, she was rude, in a hurry, and very transactional. It was terrible. No apologies of the wait, nothing. I made a comment about how long we had waited, and the doctor dismissed me without a thought or care and said basically "what did you expect?". It was the day after Thanksgiving, but they couldn't even handle the number of walk-ins and online check-ins they had gotten before they opened, why were they continuing to take online check-ins on the app? It was obviously overloading the staff and making everyone's experience unbearable and awful. If turning off online checkins when it gets too busy, and taking walk ins only isn't an option, then that should be getting fixed right away - because our experience was horrible. I thought we were doing our due diligence in "saving a spot" for 9:45AM at 6AM so we might be able to be seen quickly and I could get my daughter home and to bed. Clearly sorely mistaken.
The strep test was positive, and I had some questions about transmission, symptoms...etc....but the doctor seemed like she was in such a rush to get out of there that I felt bad for even asking.
I wish I could have told every person in the waiting room as we finally left (at NOON) that they were going to be there another two hours past their appointment time at least. I will NEVER EVER be going to this Onpoint again. I've had adverse experiences here before, but finally learned my lesson with this visit on 11/24/23.
And to the female doctor who treated us like a transaction she didn't have time for...shame on you. DO BETTER. It wasn't me or my 6 year old daughter's fault that you all failed to plan for what may have been one of your busiest days of the year. You could have been way more kind and considerate to her when she was feeling so awful and just waited over two hours to be seen. You were so rude. Be nicer to the kids you see - even when you're having a bad day.
Bottom line, go elsewhere - this place doesn't care either way and you'll be seen quicker. If I could, I'd be asking OnPoint for a refund of my copay from this terrible experience. read more
