Frankly, I don t understand why people are saying ...

Frankly, I don t understand why people are saying such wonderful things about the service. When I was in the office and made comments about the phone system the staff agreed how bad it was. My story, as you can see, is not an example of excellent customer service.

Was referred to Dr Kern Singh several years ago for sciatica. At that time I was totally impressed by his attitude, explanation, service and efficiency. (He sent me right downstairs for an MRI, and right back 45 minutes later with results and a course of action.

Last year when I had some concern about another situation I decided to go back to him. However now it was in new facility with Rush.

I kid you not, it took over 30 minutes to MAKE AN APPOINTMENT between transfers and on holds and new operators. Due to timing and availability made an appointment 30+ days out with Dr Singh

Received a confirmation. When I showed up, they didn t have me in the schedule. Then they found me. Then a different doctor showed up in the exam room. I was surprised. I asked where was Dr Singh. He just told me seeing me. And if I want to change and make an appointment. Basically rude and abrupt. Went to neurologist for a consult.

3 weeks ago injured myself ice skating and was leaving for a warm weather vacation the following week. Could be sciatica turns not to be resolved yet (will be seeing someone else though).

Attempted to get in to see Dr Singh. Appointment process was much improved but way too long. Dr Singh is now only available for pre surgical appointments. Would I like to see someone else. I said yes but not the doctor I saw last time. They looked up and my record said I saw the PA Chris, who was at my original consult with Dr Singh. I said that is incorrect, I did not see Chris, saw someone else. Didn t matter, Chris was available and I made an appointment.

When I arrived at my new appointment. A PA came in. It wasn t Chris! I asked, and he said he was assigned to come in. I said that was not acceptable. I would like to see Chris. He left. 5 minutes later Chris came in. I asked that he check the notes from last visit Notes indicated that another Doctor was seen but Chris okayed it. (Contradiction from my phone conversation) it also said I was seen about sciatica. Which was not The reason for my problem that I was there for. Totally missed it in the notes

Chris was nice and listened well Called in prescription. However when I needed to refill one of the prescriptions, the communication thing got messed up again. They told me I needed to go to my PCP to get a refill. I am not in an HMO! I asked them to talk to Nurse again. It was immediately okayed. However, there were three times that I checked with pharmacy to see if it was called in and they did not get a call. I called doctor office twice and they said it was called in. Late the next day I went to pharmacy to check, still didn t have it. Pharmacy called in to office and we waited on hold for a relatively long time with people backing up. They put us on hold a couple time and then finally played order.

I have been a big fan of Rush. Saved my sons life 12 years ago. I have referred people to different partners. There are other good hospitals and doctors in Chicago. Needless to say Rush system is no longer my first choice.