I rarely leave negative reviews, but after multiple experiences involving both my daughters and…read moremyself, I feel compelled to share my concerns.
The biggest issue with this practice has been communication and prescription management. The office relies heavily on the Klara messaging system, yet despite the website indicating multiple front desk staff members, I have never once been able to reach a live person when calling the office. Everything is routed through messages, and responses are often delayed or nonexistent.
Over the past year, both of my daughters experienced ongoing prescription issues. In multiple instances, birth control prescriptions were sent that carried unexpectedly high monthly costs, in the $50-$75 per month range. When we attempted to discuss more affordable alternatives and request medication changes, obtaining assistance proved extremely difficult.
As a result, they continue to pay significant monthly costs for medications that are often covered at little to no cost through insurance when prescribed by other providers. I initially remained with this practice out of loyalty and because I wanted to continue receiving care here( Monty is fantastic!), but the ongoing communication and prescription management issues have made that increasingly difficult.
We also encountered situations where prescriptions were sent to pharmacies that were highly inconvenient. We live in Justin, Texas, yet one prescription is sent to a CVS pharmacy in Frisco, requiring a significant drive for a routine medication. Situations like this should be easily avoidable with basic attention to patient information and communication. My daughter was told the "special and expensive" birth control she is on is only provided in Frisco, which was another reason to change the prescription, but they have a deal with a new drug, so that is what they prescribe.
Most recently, I have experienced significant frustration regarding my hormone replacement therapy. My prescription was written for a 90-day supply, yet my follow-up appointment was scheduled beyond the end of that 90-day period, resulting in my medication running out before I could be seen.
Knowing my prescription was nearing expiration, I proactively reached out before running out of medication. My pharmacy also submitted refill requests. Despite these efforts, my requests went unanswered for weeks.
Because I take a compounded daily sublingual hormone medication rather than a long-acting injection, an interruption in treatment has a significant impact. Since running out of medication, hot flashes, mood swings, emotional symptoms, and other menopausal symptoms that had previously been controlled have returned.
I fully understand the importance of follow-up appointments and lab monitoring. My frustration is not with the need for blood work. My frustration is that the appointment was scheduled after my medication was expected to run out, no bridge prescription was offered, refill requests went unanswered, and there appears to be no reliable way to speak directly with a member of the staff when problems arise.
My concern is not with the medical concept of the treatment itself, but with the lack of responsiveness, follow-through, and communication from the administrative side of the practice. Patients should not have to repeatedly chase down answers regarding important medications, prescription changes, appointment scheduling, and ongoing treatment plans.
Another concern I have is regarding my most recent lab work. My blood was drawn in the office during my appointment, but I later received a bill from LabCorp for more than $1,100. I have excellent insurance through my employer and have never received a laboratory bill anywhere near that amount. I am still trying to understand what was billed to my insurance and why the charges were so high.
I hope this feedback is taken seriously because better communication, improved prescription management, and the ability to reach a real person when issues occur would dramatically improve the patient experience.
