Lovelace Medical Group

"Accompanied a family member. They are very thorough, so the wait can be about an hour longer than the appointment. Definitely worth the wait. Most doctors will talk to you for 5 minutes and you leave feeling neglected and not listened to. My family member finally got the answers she was looking for along with treatment that has helped her substantially."

"Refused to do annual for a new patient, the NP that I established with left, didn’t get a notification that she left, or any effort from Lovelace to provide continuous care. Reestablished with a doctor, who again refused to do an annual for me as I was a new patient. New doctor is consistently behind schedule, I had to wait almost an hour in the exam room for my 8am appointment, which she then rushed through because she was already behind schedule. Then I get an email request to leave a review about my experience. Looks like Lovelace isn’t taking the reviews seriously and are just trying to outweigh the negative with more positive reviews rather than actually try to make structural changes to the way they operate. I was recommended to Lovelace by a doctor in Santa Fe because they had the bet continuity of care in his opinion. But from what I’ve seen it’s garbage. Also replying to these with “please reach out to us and tell us more” response is garbage. They should be taking the initiative to work through this on their own, or sending out email questionnaires where they can follow up with the patient rather than begging for public reviews in an attempt to bury the bad ones. It’s cold and ineffective, and emblematic of how they run this business. Hey kacey, why are we emailing social media for ardent health and not someone who might actually care that is based in New Mexico, at Lovelace."

"Let me tell you a story... I was forced to make the switch to Lovelace, and leave a doctor of 6 years at Pres, who I had a terrific rapport with. Assigned to a practicioner at Lovelace who they knew was leaving the clinic the next week, but didn't tell me. She was good- gave me referrals for a couple of concerns, and new prescriptions to replace the ones from my former doctor at Pres. Alas, she did leave, and I was re-assigned to another doctor on staff. Haven't been able to get in with her yet, but have an appointment scheduled the earliest I could, all the way out until June this year. I followed the policies and rules they have in place, and called about one of the medications that can't be stopped on a whim, early Friday morning. Had plenty to last me until the 48 hour period was over, plus one more. Expected a call back within 48 hours, as stated on their website and other collateral. Staff ignores phone messages and emails through MyChart. Had to spend an hour one day, 30 minutes on a call the next, then make a personal trip across town to speak to somebody who isn't just a go-between/answering service. Nurse who came out to meet with me after a lengthy wait reluctantly listened halfheartedly and with a contemptuous look on her face. Claimed I lied to them about when I initially called in, until I was able to prove the date on MyChart and showed her my phone. Claims they refill prescriptions and answer messages within 48 hours (published on their website), then moves the goalpost to 72 when you complain about it after they miss the deadline. Cried about being understaffed as their excuse- that's not the patients' problem and it shouldn't be brought to us- that's an issue with the Administration. After we finished our conversation, I went to the Men's room, which is connected directly to the lobby, where I could hear a very unprofessional conversation about me being held. I wasn't loud, rude, or irate with any of their personnel- unsure why this was warranted. Asked if they had needed me for some reason because I could hear their remarks. I despise that I was forced to switch to Lovelace from Pres for to insurance issues. They're no picnic to deal with either, but they are much better than this unprofessional clown show."

"I was delighted to be able to secure a new Primary Care doctor last year. She is now so overloaded with patients that when I called to get an appointment for dangerously high blood pressure, I was told I could see her four months from now!!! THIS IS NOT PRIMARY CARE! I don’t know what you all think you are doing. Further, while on hold I have to listen to promotional ads for bariatric surgery and other baloney. Do you realize how incredibly tone deaf that is??? I have multiple conditions that need to be managed. And I am left to figure it all out on my own. What is the point of pretending you deliver primary care? I was directed to your Urgent Care facility where I will meet with a provider that doesn’t know my history. In addition, your call center directed me to your portal to make an appointment there. YOUR PORTAL IS NOT WORKING! I finally just drove to the urgent care facility, which is three hours from my home. But I have zero confidence in the care I will receive. I believe you place profits ahead of patients."

"Very, very positive experience at Lovelace Medical Group Urgent care this AM. I made a same day appointment by calling, was seen within 10' of appointment time and saw Jeffrey Thomas, MD. Great Physician, personable and knowledgeable, spent appropriate amount of time with me for exam and questions/medical history, saw me for Diverticulitis and even gave me some pointers about my sinusitis care. Recommend making an appointment as opposed to walking in if you can. Treated with respect from all staff, Dr. Thomas, and treated well and timely. Thank you! Charlie Abadie"