Carondelet Medical Group-Foothills

I am writing this to share my deep frustration with the administrative staff and communication at this practice. During my last three visits over the past six weeks, the front desk staff has been openly unprofessional, frequently complaining about their workload and exhaustion in front of patients. As someone who has worked in the medical field, I understand firsthand that healthcare can be exhausting and draining, but you never show that to your patients.
Most recently, I drove 30 minutes for scheduled lab work on the specific day my doctor told me to come in before her departure. When I was turned away and explained that my doctor explicitly ordered these labs for this day, the front desk employee simply dismissed it, saying, 'Yeah, unfortunately nothing.' She didn't bother to check with anyone, step back to see if an exception could be made, or offer to get me established with another doctor in the practice. The complete lack of care, effort, and welcoming environment from the front desk is glaring. I only stayed with this practice for my previous doctor, and with her departure, I will not be reestablishing care here.

I am very impressed with the staff at this location. Specifically Rachel Brown, NP and Jacque. They have always been so responsive and helpful through the portal. They made me feel cared for and listened to.

I have had amazing experiences every time o visit my my provider is amazing and I recommend Rachel she listens and is on top of my referrals and other health concerns

Scheduling is a nightmare. Last minute cancelations & you're not allowed to book with any of the other numerous providers at that location because I'm not established with them. Healthcare should not be like this.

Hi, I was scheduled for an appointment today with Rachel Brown. The office called and cancelled my appointment at 7am. I asked to speak to someone, they would not let me speak to manager. Their reply was the provider was not in, simply make another appointment??? This is the second practice that I have made appointments with. The first one called and said the doctor has left practice. This morning called and cancelled. I have been waiting 8 months to see a provider. If it was that easy to reschedule I would have seen a doctor by now!!!! Sad

Can’t schedule an appointment with my primary doctor while waiting to get my new insurance policy number. I asked to have it billed under no insurance (so I could at least get on the doctor’s appointment book) and then just change it to my new insurance once I arrive for the appointment. Receptionist said they can’t do it without the actual insurance number. What a joke.

I love my provider and her nurse but the office manager refused to let my Dr remove my stitches because i did not have $35 Co pay but instead of being willing to treat me like a person the front desk turned me away with my stitches still in and told me to go to the er. I don't know what to do because no one will take them out because they did not put them in. The front desk lady and the office manager were talking about me as I left and my daughter heard it

I was going to this office for a bit with no problems, I liked my doctor. The office staff here were sometimes a bit short with patients. Understandable in certain situations, though. My recent experience with the office, however, went too far. I was left waiting to see the doctor after being called back for over an hour and a half. I ended up leaving because I had to go to work, without any care (for a specific, pressing issue). This was the first of three incidents that had me leaving this office. I understand that healthcare is an intense field and its workers deserve respect and grace. That being said, patients should not be treated this way and this was unacceptable.

NEGATIVE EXPERIENCE

I have significant concerns about the quality of care and administrative processes at this practice, based on my recent experiences.

I had an initial blood tests on 7/22 indicated potential issues requiring retesting in 2 weeks. I promptly completed the follow-up tests on 8/05. Despite promises of results within days, I received no updates for 3 weeks. Multiple follow-ups were met with claims that results hadn't arrived from the lab. After inquiring via the patient portal, I received a phone call stating I never came in for retesting. Today I received portal message response stating "We sent you results on the portal. We called and left voice mail on 8/26"- clearly not an appropriate response to my clear and specific inquiry regarding my 8/05 test results. Different staff members have consistently provided me contradictory information about the status and existence of my 8/05 blood work.

Additionally, a result from my initial testing was not provided. When requested, the lab report showed my sample was received without preservation. This raises questions about why this information wasn't initially disclosed.

I've incurred hundreds of dollars in testing costs, two work absences were required for appointments (an additional retesting would be my third), and considerable time was spent following up and attempting to resolve these issues.

I am deeply concerned about the level of attention to detail, communication, and overall patient care at this practice. The conflicting information, missing results, and lack of clear follow-up have been frustrating and potentially impacted my health management. I strongly urge the practice to review and improve their processes to ensure other patients do not face similar challenges.