Gateway Medical Group - Collinsville
“Edit: I received a call from the Clinic Manager and she informed me that they are aware of their phone system issues and they are trying to implement a new one so that the experience is better going forward. She also informed me that I can request prescriptions and schedule appointments through the online patient portal, which I was not aware of. I'm very pleased with how Heather has received the feedback and with the solutions she has provided me. I'm going to change this from 1 star to 4 stars.-----original review below-----DON'T EVEN BOTHER GOING TO THIS CLINIC.It is poorly managed and just gets worse. I have been going to this clinic for years. I've been trying to find ways to convince myself to stay because I love my PCP. My PCP, Delora Brooks, NP, is wonderful and she has given me the best care I have ever received. I moved out of the area and still drive to this clinic because thats how much I would like to keep her as my PCP. However, the clinic itself is awful to deal with. Their phone system is terrible. Some days you are directed through an automated system. Some days the line is constantly busy and you can't get through at all. About 90% of the time you're directed through the automated system only to be directed to voicemail, where the message SAYS that they will return your call, but they NEVER DO. I have a prescription that has to be written every month and can't have refills scheduled with the pharmacy. I've tried being proactive and calling a little early, but I leave a voicemail and no one returns my call. It shouldn't be this stressful to receive care. My pharmacy is out of stock on my prescription and won't be able to fill it in time before my current prescription runs out. The pharmacy can't transfer the prescription to another location they told me to call my doctor and have it moved to the other pharmacy that has it in stock, but now I can't get in contact with anyone in the clinic and we are about to go into a 3 day weekend. This is an absolute nightmare and it is 100% the fault of whoever is in charge of this clinic. I'm seriously debating looking for a new primary because it is just too difficult to deal with this clinic. It makes me sad, but I can't keep doing this every month.”
