I recommend giving this place a try. I am a newer patient with only about 3 appointments, but they have been great so far.

There is this huge complicated story that goes along with how I wound up at the former Gilbert Primary Care, now Optum. Let's just say that my wife was in Phoenix before me and picked some things like doctors without a lot of research. I moved here as a permanent resident in 2022, but she was visiting our "vacation home" in 2020 when covid hit, and was basically stuck here. I can honestly say that I love the practitioner she picked, but the practice as a whole, while filled with nice people, is mediocre at best. One great example is when my wife was trying to make an appointment, and called and reached a hold for someone to make the appointment for her. I think she pressed 4, which later we figured out meant 4-ever. After 15 minutes on hold I told her we would be better off driving there and being sure we got the appointment rather than waiting for them to answer. So I actually drover here there while she was on hold and after 45 minutes on hold she stood across from the scheduler while she was still on hold. I wouldn't even bother sharing this if it wasn't a common occurrence. Today I had an appointment at 10am for a pre-surgery release, and as 11am passed I wondered if they forgot about me. Soon after they came and got me. The MA handling my check in was either not feeling well or her favorite pet just died. In any case she got my vitals and I waited another 15 minutes for my NP to come in. As she opened the door I let her know she was running very late. Of course she already knew that. My wife likes to jabber, and I think that is why my wife picked this practitioner. She likes to let people jabber on and on. I honestly prefer the doctors that get to the point and get me in and out as quickly and efficiently as possible. So, 45 minutes later (after she walked in late) I was finally able to get the things I needed and move on. Changing practices is no fun, but I am certainly considering it after the thumb twiddling I did today. I am not going to mention the NP's name since I ultimately blame the practice for not managing their patient load properly. She certainly bears some of the blame, but as a practice, I do not recommend them. Anyone I can reach by car quicker than by phone deserves a thumbs down. "let your fingers do the walking" - yeah, right! read more

I originally wrote this review for Google months ago following a visit back in February, but since I've had so much angst and still have not had issues resolved I think it's worth spreading the word a little more broadly. I've been a patient of Dr. Odle's for years, and I still love the care I received from him, but something is just plain wrong at the office now. I went in to see NP Patrick Lopez for my annual visit because it would have been a while before I could see Dr. Odle. I am also happy with the medical service he provided. One thing that keeps popping up is that my medical history at the office is always missing one thing or another, even when I mention it to the nurse who does the initial interview. I have a drug allergy which is unlikely to become an issue in the future, but it would be comforting to know that it's actually on my paperwork. I cash pay for my doctor's visits, but I get reimbursed for them. When I went in a month ago (to the day), I asked to pay up front. They charged me $187 and gave me a receipt and a piece of paper that basically said I had been in, but didn't have the price of services on it. I specified that I needed a bill, but the office staff looked confused and said that what they gave me was "the bill." This didn't suffice for reimbursement, so I called a couple times to ask for bills. I received a few non-bills (e.g. a health summary, which while interesting was a waste of postage for them and mostly a waste of time for me). Their email doesn't work and the web forms don't work to contact them, so you're just stuck with the phone answering service, which is through the larger Optum group and doesn't go direct to the office so you're playing the telephone game and hoping that there are no lapses in communication. Sometimes they'd even tell me that I'd get a call back, and I wouldn't get a call back and then the wong thing would show up in the mail. On my fourth call, they suggested I call billing. Although the agent gave me a number that doesn't work, I called back and got a different number that did work. This is when I learned that they decided that I actually owed them $251, not $187 as I was charged. The one silver lining is that billing actually sent an itemized bill the first time I called, which is not a guarantee. Now, I'm willing to spend money for good care, but this is frankly bogus. If I ask to pay up front, I intend to pay the whole thing up front. If I ask for a bill, I want an actual bill. If I submit an online form, I expect a response (or else remove the form from the website!). If I get told I'll get a call back, it would be nice to get that call back. There is no indication they were ever going to tell me about this balance until it went to collection, and I don't see any explanation of why the balance is more than what I was originally charged on the bill itself. The only explanation I can think of is that they decided not to treat this as an annual routine visit, which would be at odds with everything I said when scheduling the appointment and what I said at the appointment. I used to work in non-emergency medical transportation, so I understand there are extra hiccups that come with regulations et cetera but this is becoming increasingly Kafkaesque. I'm willing to change this review if I can get a good explanation of what happened and some reason to believe that it won't happen again, because I have often recommended Dr. Odle and his practice, but frankly I just can't recommend an office that doesn't keep medical information up to date and isn't clear and forthcoming with billing. Ever since the shift to 4C and now to Optum, dealing with the office has been a headache. Update 8/30: I reached out to the office a few times and they explained that the reason why I paid less than I got billed is that the cash pay up front is for a "standard" visit and if it gets billed differently then the patient winds up paying the difference later. They couldn't resolve this, so I just paid the difference. After paying the difference, I have asked for an itemized bill and have not received one, despite being told that it would be mailed to me (they provided my correct address) and then later being told it would be emailed to me (they provided my correct email address). read more

Optum was recommended to me through my mother-in-law. I was looking to change primary care physicians, and being new to the area, I didn't really know where to begin. It was very easy to schedule in. I was able to call and get through almost right away. Their receptionists are great. They scheduled me right away with Dr. Jon Holden. I was able to get in within the week. They will have you fill out a Herculean amount of paperwork so be prepared to get there 20 minutes to a half hour early. There's no way to do it online, just good old fashioned pen and paper. They hand you a booklet to look over that will explain what to expect from your new primary care takers. I got there and was able to fill out my paperwork in under 20 minutes. That's if you work fast with no distractions. What I loved is that they never made me wait. I hate having to wait after I get there early for an appointment. They took me right away. I was seen by an RN who was super nice and went over all of my information with me and took some of my vitals. Again, after she left, the doctor came in in under five minutes. Very little wait time. It was incredible how long he spent with me and how thorough the exam was. He went through all of my medical history, asked me what was bugging me, gave me advice, requested the labs from my old doctor, checked more vitals, and gave me a physical exam, and I was out the door within less than an hour and a half all things considered. The place itself is located in a larger medical building, but is easily accessible with lots of parking available in a lot. The receptionists are so kind on the way out. The whole process was easy, convenient, the place itself is very clean. I am so happy that I found a doctors office that I like. read more

Optum Primary Care-Gilbert - The waiting room, where you don't really have to wait long. - Family Practice Near Me - Gilbert, Arizona

I have been a patient of Dr. Leo Odle since 2010. I've always felt like I was in the best care being treated by him and NP with the practice. Not anymore since going to large corporate practice the interest of the patient is no more. Not able to leave message with MA but with answering service and delays responding to urgent matters. Not to mention answering service will not take a message when practice is closed for lunch. Hello it's an answering service.!!! Truly disappointing and will be seeking a different pcp. Waited to refer care to specialist after sitting on it and not addressing needs for a week. Should had been admitted to ER to get treatment and care plan executed sooner. read more

This team was primary care provider since I moved here in 2009. I grew up with Dr. Odle and have nothing but nice things to say about him as a doctor. However, since they made the switch to Optum, I can no longer recommend this as a good place to receive medical care. Its near impossible to make appointments, pay bills, or even talk to someone at the office. Sad to see such a great place turned corporate cold. read more