Novant Health Primary Care South End

As usual top notch….informative, friendly, and professional….

I was a long-term stable patient here.

During a routine monitoring visit for my ongoing prescribed medication, I asked if I could complete the required lab test through a well-established outside laboratory (such as Labcorp) on the same day instead of in-office collection. I was told clinic policy required in-office collection with no flexibility to use an equivalent outside laboratory option, even though I was willing to complete testing immediately. I was charged $162.95 out of pocket for the test.

What concerned me most was the lack of individualized clinical judgment and the adversarial nature of the interaction. The visit note also summarized my request in a way that omitted key details of our discussion, which further reduced my trust.

If you are seeking ongoing medication management through this practice, I strongly recommend asking detailed questions upfront about monitoring policies, acceptable alternatives, and any out-of-pocket costs. I will not be returning.

The best doctors EVER

Rude and dismissive front desk staff (male). PA misleading and outright incorrectly advising about insurance coverage…out of scope. Incorrect (padded) billing charges never resolved. My entire experience here was a mess. I do not recommend this place in any way.

Everyone here from the moment you walk in is so kind! Very grateful for every person that took care of me.

I arrived within the 10 minute grace period of my appointment (albeit at 9:49am for a 9:40am appointment), and by the time the front desk staff sat down and starting typing on their computer to check me in, I was told that I was too late and the doctor couldn’t see me.

I asked if I could still be seen because I took off work and I arrived within the 10 minute grace period (the doctor could just visit with me for less time so they don’t get behind, right)? I was told it was impossible and that the next available appointment was over a month away.

I completely understand having a policy on late arrivals. But if someone takes off work and arrives within the grace period, there is absolutely no reason that individual shouldn’t be seen by their doctor, even if it has to be a brief visit!

If you want a doctor that actually wants to see you and makes sure you are in good health, rather than pushing you out because they are salaried and get paid regardless, I highly recommend going elsewhere. Overall very disappointing.

I was a patient at this primary care facility and enjoyed coming here. However, due to a few last minute cancellations and missed appointments, they decided to revoke my access as a patient. That was completely understandable.. however, I have called back multiple times to try and see a provider again, and they always tell me the office admin will call me.... but she never calls. I think regardless of the circumstances, its super unprofessional.

I called to ask a question and there was the nicest lady that picked up the phone. She was kind courteous and professional. She went above and beyond to help me as best she could!

This office is top tier!! From the smiles at the front desk especially Stephen (an angel ☺️)😀 and Kayla 😄 I mean the best of the best!! The overall staff gets 20 across the board!!! I would walk a thousand miles to be seen at South End!!

I've been seeing Dr Lai for a few months and have been extremely impressed with his care and also the office!