Vanderbilt Urology Cool Springs

"I scheduled an appointment for today at 10am. I arrived on time with all of my paperwork completed. I sat down and was called back at approximately 1015. The nurse sat me down to take my vitals and advised that all of the rooms were full. She would take my blood pressure. I would give a urine sample. Then, I would have to go wait in the lobby for a room to open. When I asked if I needed to reschedule; I was advised that there were three patients ahead of me, and it would be a minimum of 30 to 40 minutes before I was seen. This means, the earliest I would be seen would be an hour past my scheduled appointment time. That is unacceptable. I then advised that I could not wait that long and would need to reschedule. After much discussion amongst the front office staff; I was told that I could be “squeezed in” on Tuesday, Tuesday the 12th at 10 AM. No, thank you. As an initial matter, I have another doctors appointment that day. Secondly, I don’t want to be “squeezed in” so I can wait the same amount of time that I would have waited today. I want to be seen within a reasonable time of my scheduled appointment. I drove all the way from Nolensville to cool Springs wasting my time and my gas for an appointment time that was clearly overbooked with multiple patients. That is not okay. On my way home; I attempted to call and speak with the office manager and was placed on hold multiple times only to be told they couldn’t find the manager and someone would call me back. Completely unacceptable and unprofessional on so many levels. I did receive a call from the office manager at 5:02 PM this evening. I proceeded to relay the events of this morning to her. She then proceeded to tell me that it was not “atypical” to have lengthy wait times at a specialist office. Which I informed her I have worked in healthcare for 26 years. I am currently seeing two specialist for which I do not have to wait longer than 30 minutes to see them. She then proceeded to say that they value the patient and their time and realize that the patient’s time is valuable. However, she simultaneously defends the long weight and states that it is typical. The office manager further at attempted to gaslight me by saying “I’m sorry we didn’t meet your expectations”. I’m sorry. Receiving a timely service and timely care is not an unreasonable expectation. And, as I advised the office manager; perhaps they need to look at their scheduling practices. If the time being allotted for each patient isn’t sufficient, then they need to start spreading the appointments out. So, in short. If one reads the Google reviews, you will see that waiting an hour or longer is typical for this office. They absolutely do not value their patients time. And, I absolutely would not recommend them, nor will I be using them."

"We waited over and hour with my disabled sister to see a nurse practitioner. I had to give my sister emergency medicine as she is usually in bed. She could not even lay on the table. No one cared. I literally had to park at 2001 Mallory Lane instead of 2009 Mallory Lane with a disabled sister. We finally left after the encounter with the office manager that was unapologetic and unkind. She said I have you checking in 7 min late. I even called and sent my mom up. When you have a disabled person and nowhere to park that could potentially delay things but I called and sent my mom in. No one gave us the courtesy of why they were late and unkind. None of these things mattered nor did the fact that my disabled sister was uncomfortable and waiting. This appt was with a nurse practitioner. Vanderbilt referred us to the doctor but they told my mom, the doctor did surgery and that everyone had to see the NP. My sister has a movement disorder and one of the staff told her to try to quit moving. i have no words. She CAN'T! We actually told the staff twice that she couldn't keep waiting The check out person was kind. This office is not Vanderbilt quality, for sure."

"Too difficult to make an appointment. Too many calls and call backs. If you’re in pain or need immediate care, forget this clinic."

"Check in went smoothly; nurse who took vitals was courteous; Ms. Burton, NP, was very personable and knowledgeable; I developed a great deal of trust in her at this very first visit. Five stars would have been given except in the checkout process, at approximately 12N, on July 12, for reference of who was covering the desk at that time, was not as pleasant. Employee was curt and made the process uncomfortable. It's interesting I had a similar experience with her at the Spring Hill clinic a few weeks ago. I hope she is having a better day today. Well, two days later ( from July 12 to July 14) and I must change my rating to only two stars due to lack of efficiency of follow up by the office concerning prior authorization of medication. Both my pharmacy and I have been attempting to contact the Cool Springs locale about this; however, we only are able to leave a message. I'd think that after 48 hours the pharmacy would be shown the professional respect of a call back by staff to get this issue resolved."

"Recent visit was with Sophie Dohnalek, NP. Practically no wait times, and the nursing staff was very friendly. Sophie was extremely thorough and one of the few times I haven't felt rushed when visiting the doctor. She provided detailed explanations, outlined next steps and above all else was extremely kind in her delivery. Great overall experience and definitely recommended."