Physicians Care of Keystone

Reviews

• Kristen Clifton

  Sep, 25 2018
  ★ ★ ☆ ☆ ☆
  Post from a new patient- I had an appointment on a Tuesday at 10:00. I was not even taken from the waiting room until 11:30. I was supposed to get a CT scan done on my foot, which the staff was supposed to get approval from my insurance and also send it over to the hospital where I was to get my CT done so I could schedule it. I also scheduled my follow up appointment at that time for 2 days later. Never got a call from the CT place...because the staff did not do their job and send over the information or get authorization from my insurance. Follow up appointment 2 days later was for 3:30. I get there at 3:20, check in and sit down. As I am checking in, the receptionist *Ashley* asked if I was a call in. I told her no, that the appointment was made a couple of days before. She couldn't find my chart. Was not taken to the back to be seen until 4:45. Ms. Brenda and Dr. Restea both looked at my foot and decided against a CT and for an MRI instead. I got a copy of what was faxed to the MRI place at that appointment. I leave and get to looking at the form, it didn't even have the full phone number on there so they wouldn't be able to call me and schedule. I call the MRI place the next morning and give them my correct information, and they say they needed an authorization from my insurance before scheduling. I call the doctors office and speak with Ashley again (it was transferred to the Starke office since I guess Keystone was closed). I told her what I needed and she said she would put it in. Here we are 7 days later and I still hearing nothing. I call my insurance company, they haven't even been sent an authorization request yet. 7 days! I called and spoke with Ms. Brenda and told her, and she said she will get it taken care of.
  
  Ms. Brenda and Dr. Restea were awesome and very nice. However, the staff. Not so much. My first appointment on Tuesday, the staff and front desk ladies were very nice, besides the ridiculously long wait to even be seen, it was an okay visit. However, my Thursday appointment, the Starke ladies were at the office. My biggest problem was Ashley. She was rude to almost every customer she was on the phone with. Rolling her eyes, speaking to them with an attitude, and acting like they were inconveniencing her. I sat near the door to the back so I happened to be able to sit there and watch her reaction to each customer and phone call. She should not be in any type of customer service position what-so-ever. She got off the phone one time and noticed I was watching her, so she put on a fake smile and said 'ugh, patients'. Believe me, I get it. I have worked in a professional health care field as well as law firm for years, they aren't the easiest to get along with, but the fact that you act like that is just not okay. I'm finally called to the back and as we are walking, the lady who is going to take my vitals tells Ashley that she has 2 clients in the lobby but only one client chart waiting. This elderly lady came in about 20 minutes after me and she had not even pulled her chart or checked her in. She instead, was sitting behind the counter talking on the phone for a personal matter and eating candy that a patient had gone and bought her. This patient was also late for her appointment, checked in, went and got her candy and came back and was miraculously seen in 30 minutes. I guess next time I should just buy her candy.
  
  After this foot problem is over, I will not come back to this facility due to the long wait times and attitude of staff. It's a shame. The only reason they got 2 stars was because Dr. Restea and Ms. Brenda were great (as well as the original staff on my Tuesday appointment).

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