Optum Primary Care - Arvada

"SCREW. THESE. PEOPLE. I've been a patient for the better part of 20 years and started having breathing complications from COVID-19 (not my first time). I called yesterday (Sunday 3/25) knowing I probably just needed prednisone like my last respiratory infection back in February to help me breathe easier, to talk to a receptionist who obviously hates her job. The doctor (Tara?) called back from her car sounding like I'd interrupted something important, telling me I should probably do urgent care because they might need to do x-rays of my lungs to rule out pneumonia and they DIDN'T WANT TO WRITE PRESCRIPTIONS OVER THE PHONE. They also wouldn't make an appointment for tomorrow. I decided I'd wait it out until Monday morning (the following day) and scrape by because dealing with urgent care has proven to be an insurance nightmare. I called at 8:00 AM this morning (Monday) and they had no appointments available. They offered me a telehealth appointment where they mentioned they couldn't examine me, but they COULD WRITE A PRESCRIPTION OVER THE PHONE. How about "No", because this could have been handled the same way yesterday morning. Basically, I'm done with their bizarre bureaucracy and am going a different route with medical practices. I'm sad to say, the recent acquisition has brought nothing but avoidable problems. I miss Dr. Julia Atkins and Dr. Sara Buros. They were fantastic."

"I went in for my yearly well woman/physical and was told that they don't accept my insurance. I was already there so decided that I would see my doctor and pay the out of pocket so she could refill my RX for the year. I paid $125 at the time I checked out. I've come to find out that they billed my insurance company for my visit. Seems shady to me that they don't accept my insurance, but billed them anyway. This visit would have been covered at 100% as preventative. I'm out of pocket $125. I left a message for the office manager and have yet to be called back. This is very poor customer/patient care. I will not go back. My doctor is leaving this practice, so I will follow her to her new office."

"I have been a patient here for 5 years, and i have never had an issue. Since Optum took over, it has been an absolute disaster. I cannot get an appointment through followmyhealth anymore, and the office phone line always has a line of 30-40 people waiting. I was on hold for nearly an hour when the line went dead, and i had to call back just to start over at 23rd in line. This is completely unacceptable. This is what happens when investment firms get involved in medicine. I will be looking for a new provider."

"I do not recommend this office, New west physicians Now it's called Optum Primary care ,All I did was request that a couple of doctors. I didn't want under my care. Because I had a bad experience with them from another office. And they transferred to this office. And I tried. to get a referral, and they told me they no longer took my insurance. Elaine lied to me, and they do take my insurance . And I did it with respect. When talking to them, we will not go back And they'll never call you back. They don't care about their patients either. They only care about themselves. Six days called back, Told me that Elaine misunderstood, that's not exactly what she said. She pacifically told me they do not take my insurance. And the manager says well, we don't care who you see. How can you misunderstand somebody when you pacifically told them exactly in detail what you wanted for your care. It's called revenge. That's what Elaine was doing to me. So How can you trust somebody when they talk about a patient like that."

"Update: The practice manager called and is assisting me in the complaints made below. This practice has been getting progressively worse over the past 2 years. I have been a patient here for 5 years. My primary care recently left and I wasn’t notified. All my providers are gone. Over the past 6 months when you call in to book an appointment it is frequently a 45-60 minute wait being the 25th caller. There is not a call back option. When you get there on time - there is another hour long wait to see your provider. You’re left in a room and not told that the provider is running behind. This happens almost every time. The doc who I recently established care with was really wonderful - however the med he prescribed me required a prior authorization that the nursing staff informed me they couldn’t do, one person even told me she got in trouble for helping me. I attempted to call the manager on 3 separate occasions, days apart, to get assistance and was given the name - Elizabeth. I was told Elizabeth would call me back. She has not called me back despite my 3 messages. These people don’t care about you. Don’t go here! Bad business practices and horrible patient care. What they are doing is unethical."