Emily Bond

Review of Potomac Pediatrics

I''m disappointed with Potomac Pediatrics. They're...

I''m disappointed with Potomac Pediatrics. They're efficient. But most medical offices have gotten more efficient over the years. Their efficiency does not set them apart, nor does it warrant their extraneous and punitive fees.

First, there's the yearly fee. They charge this for each kid every year to perform, as far as I can tell, the most basic of paperwork. For example, to print out and have a doctor sign school medical forms, which parents typically don't need year after year. Personally, I fail to see how this isn't covered by insurance and copays. I've had kids now for over a decade. Never have I been asked to pay this kind of fee. We've been with Potomac Pediatrics a little less than a year: I'm still not clear on what that fee has gotten me or my kids.

Secondly, the portal. If you have multiple children, you must login through multiple portals. Sure, it's a minor inconvenience. But an inconvenience nonetheless, especially given the annual convenience fee we, as consumers, are expected to pay. (You'd think they'd reciprocate with a little convenience of their own.)

Thirdly, they are punitive. I'd been trying to for days to schedule an appointment for my son. When I finally got one, I wasn't able to get there by the time they specified because I'd only been given a few hours notice. I tried to reschedule only to be told that I couldn't do so until I canceled. I told them I didn't want to cancel, but needed to reschedule but was told again something about their system not allowing it. Anyway, I canceled and was charged a $50 fee. Little did I know, they'd booked me for a "same day" appointment that I'd "taken" from another kid. Um, okay. I just wanted an appointment that worked for our schedule. This appointment, I'd had for four hours; how much notice do they need with that kind of window? I never got a clear answer on that. But I sure got the charge.

Finally, the front desk staff. Wow. When I tried to explain my confusion over the $50 charge to the customer-facing, front desk person, he returned a blank stare. It was, like, aggressively blank, as if I was a human stain he was merely tolerating. After a few minutes of this, I believe we agreed to sort out the billing after my appointment (because I was at Potomac Pediatrics to get care for my son, not to haggle over a bill with this guy), but then he disappeared and left me standing there for 20+ minutes without telling me why. My appointment was for 12:50, for which I was on time, but nobody took me back to the doctor until 1:20 or so. Did I charge an inconvenience fee? How could I? I don't have Potomac Pediatric's card on file.

Eventually someone came back from a break and saw me standing there. She asked if I'd been helped and I told her that I actually had no idea. Thankfully, she stepped in and took us to our appointment. That woman deserves whatever raise Potomac Pediatrics is able to provide thanks to that annual fee. Let's hope that's what they're using it for.

All in all, in my view, this practice provides poor customer service, have demonstrated opportunistic and punitive behavior with their various charges and fees, and haven't provided patient care commensurate with my expectations. We will not be returning next year. If not for that annual fee I've already paid, we'd leave right now. That reminds me, I'd better set a calendar reminder to cancel before they charge my credit card again...