I have been a patient with this practice for almost 18 years and today was the 1st time I have ever had an issue. I am very disappointed in the staff. Specifically the check out and billing team. I'm not sure if I ever want to go there again. I left a message for a manager to call me and if they don't respond I'm done. I have seen several providers and they have all been great. More
The staff is good along with the doctors and the facility is nice as well but I was overcharged over a month ago due to my insurance covering a routine doctor visit and I requested a simple $60 refund as they charged me for it anyway, it has been more than five weeks and still haven’t got it yet. This place is horrendously slow when processing refunds and they always give you the run around. More
I love Doctor Sheffield .The reason for my review is always the billing issue. Every time I leave the office I make sure I don’t have Any additional bills and get assured by them no additional charges , but always 2 weeks later I get a bill I have to pay. I always have to call back and talk to the accounting department to remove it. Last time I called after the clinic got Bought by Vision health I got unfriendly customer representative from the accounting department who is not willing to help and requested me to call my insurance because she doesn’t know why I got charged that much from their end. More
Like the Dr but office procedures overbearing: 1. Despite being a patient for 2 years, required to fill 6-page "New Patient" form - although no information had changed. Waste of time. 2. Had to repeat name, address etc on most all 6 pages! Waste of time. 3. Received a 800# call 3 days before, then text 2 days before, then local phone call 1 day before to confirm appointment. After positive response to 1st call, last 2 waste of time. 4. Must sign form a acknowledging a $250 no show fee. A bit extreme, don't u think? 5. I waited 30 minutes to see Dr - their form says if patient is late, may be billed a fee. Not equitable. Like Dr but office policies are difficult to like. More
Like the Dr but office procedures overbearing: 1. Despite being a patient for 2 years, required to fill 6-page "New Patient" form - although no information had changed. Waste of time. 2. Had to repeat name, address etc on most all 6 pages! Waste of time. 3. Received a 800# call 3 days before, then text 2 days before, then local phone call 1 day before to confirm appointment. After positive response to 1st call, last 2 waste of time. 4. Must sign form a acknowledging a $250 no show fee. A bit extreme, don't u think? 5. I waited 30 minutes to see Dr - their form says if patient is late, may be billed a fee. Not equitable.Like Dr but office policies are difficult to like. More
Was a patient of dr. Moon when he was in private practice 2008ish... followed him here. For the first couple of years it was great. Fast appointments, quick responses, compassionate physicians. Now it has grown so much that patient satisfaction has suffered. I haven't gotten to see Dr. Moon more than twice in a row in years. I was fine seeing one of the other 5 but after that.... it was a constant new pcp/PA/np every single time. Some of the newer physicians are rude, quick and abrupt. I guess things work out the way they do bc I got a new job with new insurance so I had to find new physicians bc village health partners does not take scott &white health plan. Maybe good for some people but for me they just got too big and too impersonal More
Was a patient of dr. Moon when he was in private practice 2008ish... followed him here. For the first couple of years it was great. Fast appointments, quick responses, compassionate physicians. Now it has grown so much that patient satisfaction has suffered. I haven't gotten to see Dr. Moon more than twice in a row in years. I was fine seeing one of the other 5 but after that.... it was a constant new pcp/PA/np every single time. Some of the newer physicians are rude, quick and abrupt. I guess things work out the way they do bc I got a new job with new insurance so I had to find new physicians bc village health partners does not take scott &white health plan. Maybe good for some people but for me they just got too big and too impersonal More
Was a wonderful attentive practice in the beginning. Felt valued. Saw 3 different doctors on a regular basis. Over time i felt less respected and listened to. Often felt like my concerns were ignored, overlooked and felt like i was a bother as well as a hypochondriac . Did like knowing if i needed to get in because of illness, i could see any of the doctors. More
Was a patient of dr. Moon when he was in private practice 2008ish... followed him here. For the first couple of years it was great. Fast appointments, quick responses, compassionate physicians. Now it has grown so much that patient satisfaction has suffered. I haven't gotten to see Dr. Moon more than twice in a row in years. I was fine seeing one of the other 5 but after that.... it was a constant new pcp/PA/np every single time. Some of the newer physicians are rude, quick and abrupt. I guess things work out the way they do bc I got a new job with new insurance so I had to find new physicians bc village health partners does not take scott &white health plan. Maybe good for some people but for me they just got too big and too impersonal More
Doctor shortage. I get a 3-week schedule to see my primary care physician, but was offered to see a PA sooner. Having had a heart attack I preferred to see my PCP given my condition. Was rescheduled the day before my appointment with a 17-day next opportunity. Nope, and definitely frustrating. More
Have gone here for years but think it is time to seek another place after bad experiences my last two visits in March and August. Both visits required lab work. When I went to the lab the next morning both times they stated no orders were transmitted. Thank goodness the lab is down the hall and I was able to go to VHP and get printed orders in August. Was not told this was an option n March. Lab says it’s an issue on VHP side and VHP says orders were transmitted. Obviously, a continuing issue that they cannot seem to resolve and meantime, the patient is inconvenienced. I reached out to VHP in March and expressed my frustration. Same issue in August. Both visits felt very rushed and dr had not reviewed my records prior to visit, stating results from other tests and other doctors needed to be sent to VHP. I stated I had acquired and hand delivered all to VHP in February or March. To what end? Neither dr reviewed before my visits. After lab work in March incorrect information was posted on the patient portal regarding an issue and medication that I do not have or take. Appointment time in August was 3:15. Saw dr about 4:15. Went to establish a new PCP as dr I was seeing left. Felt rushed. Dr had not reviewed my medical history or records. She did renew prescriptions needed. I finally pulled up my list of questions and she did address them but would not have offered any advise or guidance had I not asked. Stated she would need to get my records from other drs and tests over the last 2 years. I told her I hand delivered those to VHP in March. More
Have gone here for years but think it is time to seek another place after bad experiences my last two visits in March and August. Both visits required lab work. When I went to the lab the next morning both times they stated no orders were transmitted. Thank goodness the lab is down the hall and I was able to go to VHP and get printed orders in August. Was not told this was an option n March. Lab says it’s an issue on VHP side and VHP says orders were transmitted. Obviously, a continuing issue that they cannot seem to resolve and meantime, the patient is inconvenienced. I reached out to VHP in March and expressed my frustration. Same issue in August. Both visits felt very rushed and dr had not reviewed my records prior to visit, stating results from other tests and other doctors needed to be sent to VHP. I stated I had acquired and hand delivered all to VHP in February or March. To what end? Neither dr reviewed before my visits. After lab work in March incorrect information was posted on the patient portal regarding an issue and medication that I do not have or take. Appointment time in August was 3:15. Saw dr about 4:15. Went to establish a new PCP as dr I was seeing left. Felt rushed. Dr had not reviewed my medical history or records. She did renew prescriptions needed. I finally pulled up my list of questions and she did address them but would not have offered any advise or guidance had I not asked. Stated she would need to get my records from other drs and tests over the last 2 years. I told her I hand delivered those to VHP in March. More
Long Wait time. Wrong info posted on my patient portal. Lab didn’t receive orders for blood work twice. Went to establish a new PCP as dr left the practice. Felt rushed. Had not reviewed my medical history. Finally answers my questions but did not volunteer guidance until I asked. Asks for records from other dr and tests earlier this year. I had hand delivered these in March. Disappoints. More
My husband and I went to have a yearly exam, he by the doctor he seen, never asked, or checked him for a colon screen. A major killer in men. The doctor I seen, was an such an a hurry, and wanted to push depression medication, because of having fibro, never looked at the sores I had on my hands and inside nose. And blood work for both of us was for cholesterol. Not diabetes, that runs in my family. I don't like rushed doctors, you don't have time to stop listen to your patients, and because of this visit, it's not like I can go to another doctor since I am only allowed 1 yearly woman exam a year. The woman exam I received was exactly what you would give a child, reflexes, temp, and blood pressure, and talking about depression, if I was or was not. I am not. My body is telling me something is wrong, I just couldn't get you to stop and listen, knowing you are rushing me so you can get to your next patient. More
Good provider poor support staff - I have been with the office for quite a few years. The doctor has taken care of me over time however there were issues with the support staff and billing office that never got resolved. This practice has a lot of doctors and I guess they are pretty tight on the back end to provide good service to the patients. I have changed to a different practice since then. More
I have been with the office for quite a few years. The doctor has taken care of me over time however there were issues with the support staff and billing office that never got resolved. This practice has a lot of doctors and I guess they are pretty tight on the back end to provide good service to the patients. I have changed to a different practice since then. More
Trying - 4 times now to set up an appointment for a wellness Screening. These are required by employer. Been almost 4 weeks- four calls and online requests. Either cryptic email responses or reschedules. Doctors seem nice enough but scheduling is less than stellar More
Really good PA's and Drs. Very poor phone customer service and poor etiquette by their scheduling staff and office staff. Many times appointments that are in the "app or patient portal" seem to disappear upon check in or the wrong reason for appointment is in the system, for example a "follow up Vs physical". Suggest anyone to take a screenshot of their scheduled appointments to prove you had one. Often when they do have the correct time, you are left waiting for extended periods of time either in waiting room or in a patient room. Filing for services with insurance very delayed and many times not within 190 days so it is difficult to track what is really owed or not owed. The most difficult office to keep track of what is coming and going in our families billing cycle. Good Drs and Pa extremely poor office management. More
Really good PA’s and Drs. Very poor phone customer service and poor etiquette by their scheduling staff and office staff. Many times appointments that are in the "app or patient portal" seem to disappear upon check in or the wrong reason for appointment is in the system, for example a "follow up Vs physical". Suggest anyone to take a screenshot of their scheduled appointments to prove you had one. Often when they do have the correct time, you are left waiting for extended periods of time either in waiting room or in a patient room. Filing for services with insurance very delayed and many times not within 190 days so it is difficult to track what is really owed or not owed. The most difficult office to keep track of what is coming and going in our families billing cycle. Good Drs and Pa extremely poor office management. More
I have been a long term patient. While I am not the best person for regularly going to the doctor, I do find it frustrating that whenever I do try to schedule it seems like such a difficult process with their staff. Forget about getting in before 10am for fasting blood work. Apparently after 9am is the earliest appointment time for several months in advance. It would be nice to be able to get in earlier in the morning for a quick blood draw so you don’t have to juggle your work schedule, etc. Just limited schedule flexibility with this group and so I am going to look for another doctor. More
Horrible Phone System - Can’t Reach Anyone!My senior mom goes to a doctor at Independence Medical Village. The phone system is horrendous, can’t ever get anyone to answer the phone, then when you leave a message you may or may not get called back same day. How can you run a doctor’s office like this? My mom’s blood pressure went thru the roof while trying to call about having a prescription called in for her that no one told her was coming. Doesn’t matter if the doctors are good if the office staff sucks. They can make or break a practice. Now mom is needing to look for a new doctor OUTSIDE of Village Health Partners so she doesn’t have to deal with this phone system. Based on other reviews I see many people have this issue. Apparently you don’t care about losing patients because you’re doing nothing to fix this! SHAME ON YOU! More
Doctor is great. However! Be prepared to wait a minimum of 60 minutes to be seen...poor customer service and poor time management. This is my second time coming here and the second time I've waited over an hour to be seen or to be called back to a room. They expect customers to be on time and there are fees they can charge you if you aren't...what about the other way around? Something needs to change. More
Doctor is great. However! Be prepared to wait a minimum of 60 minutes to be seen...poor customer service and poor time management. This is my second time coming here and the second time I’ve waited over an hour to be seen or to be called back to a room. They expect customers to be on time and there are fees they can charge you if you aren’t...what about the other way around? Something needs to change. More
I've been going here for years and have never had a good experience. This past week I left my doctor 3 messages to call me and never heard back. I requested medical records I've still not received. This is not the way to treat patients and people. More
Dr.s at VHP are good, no issues there. The administrative staff is TERRIBLE! Scheduling mess-ups, billing errors, lack of communication and general indifference of those answering the phones make for a terrible customer service experience. Needing to see a Dr. is stressful enough and having to deal with the administrative side of this large practice makes it even more stressful. Consider whether you want to add to your distress by dealing with a "business" that hasn't figured out the basics of bedside manners. More
Dr.s at VHP are good, no issues there. The administrative staff is TERRIBLE! Scheduling mess-ups, billing errors, lack of communication and general indifference of those answering the phones make for a terrible customer service experience. Needing to see a Dr. is stressful enough and having to deal with the administrative side of this large practice makes it even more stressful. Consider whether you want to add to your distress by dealing with a "business" that hasn't figured out the basics of bedside manners. More
I have been a patient here for several years, but recently on several occasions both customer service and the automated telephone system have been problematic. I hate to look for another physician, but if the problems persist much longer, l will. More
My previous GP Dr. Segal (Jr & Sr) stopped practicing and I was switched to another physician here. Dr. McCauliff's care was passable but the staff aren't able to order a single diagnostic test. Every time I speak to them, I hear a different story. More
