MedFirst Primary Care

"Worst service ever from the older lady at the front desk with the grey hair. She said my appointment was canceled that I scheduled months ago and took off work for but I never received the call or voice-mail. Then I tried to reschedule and she claimed my insurance wasn't going through due to the "system being down" so I asked do I need to call my insurance to confirm it and she said sure and gave me her card to call back to reschedule my appointment. Usually they call for you but I had to myself. So I stepped out and called my insurance and they said if the system is down then THEY should have called to confirm. I went back to the front desk and told her my insurance provider said you should call and the woman at the desk told me "yeah calling them is like pulling teeth" which means she just didn't want to call!! I rescheduled but I may not be returning and just look for a new primary doctor. Get new front desk staff please!! This woman seems like she hates her job."

"I've called several times and spoke to Ms. Betty Arizmendez regarding a prescription refil or scheduling an appointment. What a friendly young lady. She was so professional on the phone and took her time answering all my questions. MedFirst is very fortunate to have her as part of their team. Felipa Castillo"

"Worst customer service I've ever had in the medical industry. To begin, I moved to San Antonio from out of state, so I was searching for a clinic to visit about my migraines. Back in January I was told I couldn't be seen until March 1st since I was a new patient. Although my condition is worsening, I accepted the date. To my dismay, 2 days before my appointment I was called to be told that my appointment had to be rescheduled because the doctor is out of the office. Instead of prioritizing me they say the next available appointment isn't until May 1st. This has me livid. The reschedule isn't my fault and the representative made me feel as if it was. She said, "the doctor is sick and her condition is so bad she can't be in the office. The doctor is human too". Ummm I understand that the doctor is human too, but what about the patient? If I've been calling since January and my appointment was in March, this obviously means I've been dealing with a condition too. I asked for a manager and she made it a point to tell me that the manager won't get to me today because she's so busy at other clinics. Please teach your scheduling reps to be more empathetic to your patients. I have great medical coverage. I'm not only a patient, I'm a customer too. I wasted months on your clinic when I could have chosen another clinic to be seen at. If you reschedule a patient you should prioritize them."

"Our MD here is phenomenal but good luck getting your MD's team to upload lab results or much less respond to your messages via the portal and send referrals to specialists in a timely manner. If you become a patient here, it will become obvious that this place in particular prioritizes customer volume. However, this is no excuse to compromise on quality of service, especially since it's people's health they are dealing with. You would be much better served going to another MedFirst location. MedFirst Schertz sets the bar really high in regards to service and care. For example, I remember getting a reply to a message via the online portal from lead MD just after midnight. Whoever manages MedFirst South East, needs to get some pointers form them on how to offer better service. Regardless of location, be aware that if you join the MedFirst system, when you have lab work done, your specimen is collected here and forwarded to off-site MD within BHS for analysis. In my experience at both MedFirst South East and Schertz locations, every time they billed our insurance for lab work, they did so by marking it as an outpatient visit. Despite my insurance benefits covering 100% of any and all lab work, I always ended up paying out of pocket because of this practice. I suggest having an order sent to Quest Diagnostics or Lab Corp so that you don't end up in the same situation like me. We are switching back to Gonzaba Medical Group for their convenient offerings and better billing practices."

"I have had great service 90% of the time. The staff is great! But they are undermanned they need one more than one doctor. But Dr Escamilla is great and he listens to you. I hope they change the insurance policy so I can go back there."