I'm giving a 1 just because the physicians are good quality. However, whoever they have answering the phones has TERRIBLE people skills. Where do they even get these individuals from, because even the previous front desk young lady delivered terrible service. I personally changed physicians so I wouldn't be having to deal with all the errors in scheduling, billing, the attidude. The reason for me reviewing them now is from seeing how my mom was treated and the overall bad experience with these people. My mom had been feeling sick and wanted to go to Juárez to see a Dr. there thinking they'd give her something to feel better faster but decided to just go with her physician here, that part was okay, he gave her a prescription that was not covered by her insurance so she had called to get it changed, mind you we had left the location and gone to the pharmacy and called while still at the pharmacy (around 3:30 pm) back to the office to inform them and ask if they could change the prescription. This was on Monday. The lady who answered said she would forward the information to "Alfredo" and that it would take 2 days. Two days? Excuse me? Unless they're checking for each prescription in some ancient book, then I don't see why it's taking them TWO days to change a prescription. And don't give me the lame excuse that they have to ask the doctor because I'm sure that doesn't take you two days to ask! Are you serious? For some reason my mom was okay with this, yet those two days passed and when she checked at the pharmacy again they informed her they still hadn't heard anything regarding her prescription. So she called the office again and when she asked the lady the status of her prescription she tells her they have no information on it because it's the first time my mom informs them she needs to get her medication changed and that it will take two days (again). Do these people not write notes on the patient files? Isn't that standard procedure? Or are they not being properly trained? What's the issue with these people? My mom was pretty upset, of course, so she told the lady that she had already called since Monday and that she had called right away and been told that the medication would be ready by Wednesday. What bothers me the most is the way the lady proceeds to answer my mom, with no level of respect to their patients, no people skills, no empathy, absolutely zero quality in service. She told my mom not to worry, and starts raising her voice at her (excuse me?) that it's just going to be two more days, that they're really busy, and that Alfredo is very busy with other important stuff like attending patients. First of all, this individual obviously needs to understand respect and needs to be retrained and before she's allowed to deal with people she needs to understand that a firm's clients/patients should ALWAYS come first especially in this type of industry. Also where is the empathy? These are sick people you're dealing with and you're raising your voice at them and telling them not to worry? Of course they're going to worry! Second of all, apparently they either need better training on their systems and/or invest on a better software, not to mention their employees, that way these people can make notes because apparently the employees are not making notes, I mean something so simple yet important as a prescription change should have obviously been typed in the patient's file. Third, you don't have to mention to a patient that this guy Alfredo is busy with important stuff like attending patients. So basically you're saying that those patients are more important? Come on. To top it all off, FINALLY, on Thursday when my mom went to pick up her prescription she ends up finding out that the infamous medication they changed the original for was actually changed to two over-the-counter medications that were not covered either by the insurance and she had to pay for out of pocket. Are you serious? It seriously took them FOUR DAYS to do THAT? My mom thought it would be more convenient to ask for a prescription change and take full advantage of her employer-based health insurance that she already pays a good amount for, but apparently she was wrong. They should've just told my mom since Monday when she called that they were not going to put any effort into finding appropriate medication for her so she could've just bought the medication since Monday. Unfortunately she will NOT return to these physicians, due to the low quality in service, even though as many of us may already know, the physicians themselves are exceptional. read more
