Awesome doctor but the staff really makes going to the Dr's impossible. After three attempts finally decided to go with a new PCP not under inova. Sat in the lobby for half hour then got my blood pressure taken then sat in the patient room for another 45 minutes before walking out. Then had an appointment to try blood work down the hall and waited 30+ minutes for them let me know I never had an appointment when I called before hand to confirm. They said I could come back 6 hours later.
Too Long, Didn't read: poor scheduling, slow service.
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Run far away from this practice and find one instead that respects you, your time and does not perpetuate stigmas about psychological and neurological disorders.
I have been going to this office for years to see Dr. Serrano and absolutely love her. My husband started going this year and loves her also. He had to see Dr. Dondlinger 2 weeks ago,7/13/17, since Dr. Serrano was out. He loved him as well. Our complaint is that no one ever called him regarding his test results, we had to call in for them, 1 test was still pending and no one to date has called about that. Also our insurance is not covering the medication prescribed so he is trying to get something else prescribed. I called last Wednesday, 7/19/17 and Friday, 7/21/17, with no return call. My husband called Monday, 7/24/17 with no return call. I called today 7/26/17, was put on hold for 20 minutes with no one ever coming to the phone. I called back again to speak with an office manager to be put on hold for 10 minutes with no answer. My husband sent a message through his chart online with no response. I called again to be transferred to a messaging center. I expressed our concerns to the front desk staff every time I called and still no return call. I am at a loss for words about this. I have never experienced anything like this with any company let alone a doctors office that is supposed to be trained to care for THEIR patients but obviously do not care at all. The sad part is we see his test results online and they are NOT NORMAL but has anyone called to tell him?! NO!!!!! I am not done here by just writing this review. I will go above and beyond to get every single person in that office reported to the medical board and fired!
Dr Scripps is a terrible Doctor, and the nursing staff poor. Poor communication, they refused at give me my blood work results for 3 months after blood work was taken, aND it was at a dangerous level, front desk not calling you back when you go in to make an appointment, I would not go here if you seriously need good health care.
I think it's improving, I really liked Dr. Lenders, very nice, knowledgeable and kind. Some of the front desk staff could benefit from some customer service mind-set training. Nothing that would stop me from going there, but would try to avoid a particular person. The lady that sits to your far right (when you enter, facing the reception) is excellent though.
I have been going to this practice for 6 years and at first I always had good experiences with Dr. Serrano. I still really like her and she is responsive on My Chart. However, it is extremely difficult to get an appointment with ANY of the doctors here now. I called very early today to get a same day appointment and was told by the call center rep the next appointment for any of the doctors was in two weeks! I cannot wait two weeks so I am now looking for another doctor and am leaving INOVA. The call center is awful and the wait times are long. The front desk staff are unprofessional.
Needed an insurance pre-authorization for an RX re-fill. Pharmacy advised that they contacted INOVA-Gainesville for the pre-auth on Monday this week. Pharmacy advised me 4 days later that they never got a response from the P.A.C. who gave me the initial RX last Fall. Called INOVA-Gainesville and, after being put on hold for quite awhile by a customer service rep, someone hung on me. After calling again, a different rep (with a much better work ethic than the person who hung on me) advised that the physician's assistant who prescribed the RX is no longer working in the Gainesville office and moved to INOVA-Manassas. Sadly, no one followed up with P.A. in Manassas for the pre-auth and just left me and my pharmacy hanging. Wow....
I have my obgyn and pediatrician through this office and I am switching my primary care physician to this office as well because they are all so kind, caring, and professional. They have the small town charm kind of feel with all the perks of being connected to a lot of other INOVA offices. I gave birth to my first child with their help and I will definitely go back when we decide to have another child!
The nurse that usually assist Dr lender is super nice . But we usually have to wait 20-30 mins after they put us in the room to wait for Dr. Lender. I went to her with my son and she does not really look inside his ear for any ear infection. Very upset how this time I had to take him to patient first for them to tell me my son had an ear infection after Dr. Lender said he did not. That is the second time she has done that. Also the front desk ladies are rude!
when today for the first time for my physical. the nurse reviewing my chart was rude and very unprofessional. Dr. D was ok and did not got into detail about my medical history, medications and allergies.
Admin customer service and wait times have been getting progressively worse over the past 4 years. What was a 45 min. door-to-door appointment now takes over an hour. And frankly, I can t recall the last time admin staff acted friendly and efficiently or got a refill/referral request processed right (or at all) the first time - always have to call again and again to get them processed. Clinical staff are ok. Typical visit.. vitals, questions and a few minutes with the physician.
*Edited* Was contacted by the provider - they re listening and working to improve admin customer service and wait times. Strongly appreciated, and look forward to this business success in improving patients experience.
My wife has been trying to get a referral from INOVA for 2 weeks...It took a chat request with their home office to get this done. It looks like the front desk there is overworked or understaffed.
Update: Things have not gotten better. The nurses and Drs are very caring, but the business practices (referral, tests, message followup) are just not what we expect. There are too many delays and excuses as to why certain things did not get done. I do hope they improve, but we feel better going to a different office.
Went in today for a new patient apointment. Dr. Lender saw my 5 year old for the first time and it was a great experience including the blood draw. :) Dr. Lender has to be the first physician I have felt comfortable with from the very beginning. She was wonderful with my kid and we plan to make her our primary care for the whole family. Great overall experience with this office and doctor.
Inova has been going down hill over the year. The ONLY reason I stay with them is for Dr. Scripps. I used to be able to call and speak with the front desk staff to schedule an appointment, or ask a quick question. It would take 2 minutes. Now I have to wait on hold for 10+ minutes anytime I call, and only to have to deal with an off site call center. This causes a big disconnect with the patient/doctor relations. It feels like more of a business than a care center. I am serioulsy considering leaving the Inova group and finding another provider if this does not improve.
This practice has gone downhill further and further since I began going there 5 years ago. The unprofessionalism here is astounding.
They do not call you back post lab results or for scans. You call and call to get results and nobody returns calls for test results. The office manager is rude and the only bright spot is that the Doctors seem to care. Its the only thing that has kept me as a client.
My parents have been going here for the past couple years and we have a pleasant experience with the doctors and nurse practitioners. However, their front desk staff needs some cleaning up to do. We always encounter the front desk staff either rude, uninformative, and just overall unprofessional. And when there's a full staff working - they're very obnoxious in the front desk where the waiting area is. Because we appreciate the doctors there, we kept returning.
After a couple years of going here... the front desk staff assisted in scheduling annual physicals for both my parents but failed to inform us that they no longer accept our insurance. Not only did I have to take time off work but we had to drive over an hour for nothing. So inconsiderate, unorganized, and unprofessional.
What a ridiculous wait time for new patient appointments. I called today July 6th 2016 and they don't have any appointment till August!!! I will find a new doctor! This is the second time I call.
I have been going to give medical when the office was in Warrenton, lost a very good doctor there. Then I moved with them to Gainesville having Dr Phillips , she left. Then I was lucky to get another great Dr,Malloy. Now they moved again to another location , Dr Malloy is gone. Now I currently have no Regular doctor.make a long store short . I have been on anxiety meds almost 16 years now, and give had has never had a problem giving me my meds a.most 10 years a patient with them, 3 doctors an now a 4 th doctor, last visit I saw a doctor by name Charlene , I think that was her name. She cut me down about my weight, plus told me the anxiety meds needed to stop, she gave the pres, with a 3 month refill. Now in calling the office last week, they have decided to stop my anxiety meds cold turkey. After 16 yrs of taking this, they certainly have not done there research at all. I've called the office manager Joanne since last Friday. An she has yet to return not one phone call. I had an apt today. As to their request to take me off the anxiety meds. Well, I will be out by Friday am, Made a other apt Friday. See how that goes. Not happy. An if I end up in the hospital over this , I hope they will be ready for consequence. Not happy with staff, nor the new doctors, especially after being a true patient so many years , an moving with this facility 3 times now, trave,ing 1 hour an 15 min to get to new office, After reading all theses reviews I am wondering how they are even still open .
Treated me very disrespectfully due to person problems I have and wanted to force me off of my medications while I had a life treatening infection. So I left and went to novant where I was treated with respect and was told that I would have died if I waited any longer.
ihad We ll check appointment for my kid today 11/02/2018 his last appointment three days ago when I went to check in today they told me that his insurance is expired and can t be accepted , he has Medicate and throw Medicde he has anthon health keepers plus, my concern is he had his last appointment 3 days ago so when I made his well check appointment in person and gave them his unsurance they made the appointment and said nothing about his insurance been expired , he still has Medicate and its not expired,I m going overseas in 3 days so This appointment was very important,,,,
It was a terrible experience I will be sure to not go Back there I do not recommend this place, I have been with them for 2 years , and I have been using the same type of medication or ids everything is still the same but I have no idea why they did this....
I love my doctor, Amanda Dickey. She is great. But the low stars reflects the insane pricing. I got simple xray and small ultrasound on back and had a bill that came to be over $1000. These 2 imaging services took a total of less than 10minutes. A simple check up by my doctor costs me $200, these last about 5 minutes. Facility is insanely overpriced, beware if you pay out of pocket or have a deductible.
This morning I called when the office first opened to see if there was a same day appointment available for my physician or NP. Even though the online booking showed available appointments for tomorrow, I was informed I couldn't get an appointment until next week. Therefore, I will need to go to urgent care. I have only used this office a hand full of times over the last 16 months, and I find the physicians very good but the office staff indifferent, and wait times excessive. Needless to say, I will be look for a new primary care doctor.
If you don't have insurance that covers office visits DO NO GO TO INOVA. my wife spent 15 minutes talking to a nurse practitioner on 3 separate occasions and received a bill of nearly 270 dollars per visit. So basically we got charged an hourly rate of over 1000 dollars. After repeatedly calling billing and trying to get explanation of why a Nurse Practitioner is charging 1000 dollars per hour, I call the INOVA office and they tell me their appears to be some credentialing issues where a Nurse Practitioner is being listed as a specialist even though she is not. Oh yeah, if people call in and complain about the 1000 dollars per hour charge then the manager is looking into resolving their overcharging issue. I guess if you don't call in then they just don't worry about it.
If you actually ever want to see a Dr other then your yearly check up, which you need to book months in advance, then don't go here. I have what could be a chemical burn on my face and they said to go to a walk in clinic all the way in Ashburn.... This is so disappointing because Amanda dickey is amazing to see. Hopefully she changes offices cause I would follow her!
I am not one to post reviews, especially negative ones. However, I feel strongly about the experience my mom and I received at this practice recently. My mom has been a patient of Dr. Serrano for a couple of years and she's an excellent physician. However, we've never had a pleasant experience with the front staff. We had made an appointment a month prior with Dr. Lender and not with Dr. Serrano this time due to her booked schedule. We came in at our appointment time to be told Dr. Lender has closed off her schedule that day for surgery and that the patients were called. We never received any calls. They told us they only had one phone number on file, which was an old disconnected one. My mom, however, has been contacted on her cell phone many times before from the office. Her email is also on file. The receptionist was very short and unapologetic in her tone and said there's nothing they can do.
Being a healthcare professional myself, I understand there is a level of professionalism and empathy when it comes to interacting with patients. My mom has never felt like she was treated with respect or appreciated as a patient from the front staff. There is a better way of handling this situation professionally although nothing could be done that day. Instead, I decided it wasn't worth coming back to this practice, no matter how good the physicians are. There has to be better training for staff!
Although I love the doctors because they're all great. The wait is horrendous. I understand we were just 4 minutes late for an 11:30 appointment, but we also had the slot after it as well for my other son for 11:45AM. Our total wait was 46 minutes.
I have only been to the new office twice and I was right to dread both visits. I m a new patient of Dr. Malloy and both she and her nurse were wonderful however the office was an hour behind on appointments both visits. Half of the ladies sitting up being the front desk seem to be more occupied with their phones than with quality customer service. FYI when you have patients whose days are impacted by an unexpected hour delay at the doctors office it s pretty unprofessional to be horsing and joking around with your coworkers where all of the frustrated patients in the waiting room can see and hear.
The staff at the Gainsville Primary care practice are not very helpful when you have follow up questions and the My Charts communication tool is a total waste of time because you don't receive any response back. I like my doctor, however, once you are out of the office, you have to jump thru hoops just to communicate with your doctor. It is a week after my appointment and I am still trying to find out what has become of my prescription.
I'll start this out by saying that I would give this office 5 stars if I was able to see my daughters regular pediatrician for the last 2 months. She see's Dr. Lender, who is WONDERFUL, but she has been on leave and we have had to see other doctors. Dr. Lender comes back soon, hooray!
For the last two months my daughter has been consistently sick. I wanted her to go to her usual office for the four appointments I ended up making since November - BUT could not get in for urgent sick visits until the 4th appointment because they were always completely booked. We had to go to urgent care instead and for part of that time, she went undiagnosed for an ear infection - until she was finally seen by a doctor at this practice. It was complete misery. My daughter was in so much pain but because she never developed a fever, it seemed like we were not given the level of urgency needed when we needed it. For the last two months I've just felt like a number here - and they were not able to help us when we really needed them.
Then, my daughter's 6 month appointment came around on a bad weather day when traffic was unusually bad. We were there 10 minutes late and told that the doctor may not be able to fit us in. FIT US IN?! The appointment was scheduled 2 months prior! And even when we're on time we usually wait no less than 30 minutes to get the doctor's attention anyway. So, I proceeded to wait 40 minutes in the waiting room just to find out if the doctor would agree to keep the appointment. She didn't. The office double booked the doctors, putting this particular doctor in the position to say that my being 10 minutes late was too difficult to manage. Again, if it weren't for Dr. Lender coming back then I would be looking for a new office.
I was a new patient a few weeks ago. Called today to get evaluated for an acute issue. Supposedly couldn t find my name in the system. Instead of being helpful and putting me in the system again I was told to schedule online and hung up on. As a nurse, I understand the stressful demands of a work environment but, the situation could have and should have been handled better. What if someone really needed to be seen and the answer you get is figure it out online . Not all patients have that literacy. Compassion and professionalism go a long way. I ll be looking elsewhere for a primary care.
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