Elliot Family Medicine at Hooksett 20 Chambers Drive, Hooksett, NH 03106

"My experiences here corroborate with other reviews, underscoring less than stellar performance than expected for optimum care. For example, I had sent a MyChart message, on some medical concerns that I have, requiring further investigation. However, I did not receive a phone call to follow-up on those concerns and only received a message on MyChart, conveying that messages on MyChart are given a lower priority position vis-à-vis concerns shared via phone calls. While I would not necessarily consider myself a member of a younger generational cohort, with members typically having the disposition to communicate via digital over telephonic means, treating messages on MyChart as less important than phone calls, is disenfranchising to those more likely to communicate via digital channels to receiving optimal care. Nevertheless, I did follow-up with a phone call, to talk to the triage nurse, at the time, though was told that I must wait for the triage nurse’s phone call; there is no waiting on hold for the triage nurse. However, lots of “phone tag” had commenced between the triage nurse and me, over a twenty-four-hour period, and I never had the opportunity to discuss my concerns with the triage nurse; instead, a note was dropped into MyChart for staff to just allow me to book an appointment. While I do understand that staff, including the triage nurse, are quite busy, tending to numerous patients across telephonic and in-person settings, the employed triage paradigm is, unequivocally, by design, to allow staff to throttle the volume of patient phone calls and MyChart messages, necessitating patients to earnestly wait by the phone for the triage nurse’s phone call. This triage process, however, is somewhat shortsighted, as many patients work for living -- just as staff at this office do – thus leaving patients in tough situations, where they cannot always take a phone call, due to being engaged in work tasks, attending meetings, or possibly being in vocations that do not allow employees to take phone calls outside of designated break or lunch times. Moreover, this triage process is inefficient, at best, and disservices patients, at worst. Perhaps the triage process should be expanded so that the doctors working in this office could chip in, when possible. Many medical organizations in the US have let their hierarchical lens silo functions, thus engendering inefficiencies, which impart suboptimal care to patients, as a consequence. Sagacity would be had by this office to learn from the software industry, where agile methodologies frame how work is undertaken, including discarding hierarchy to the wayside. Engaging in a team-oriented model, where teams are held accountable for evidenced failures would provide impetus for other team members to jump in to help floundering teammates. Lastly, from my experiences, surface-level medicine is sometimes administered here. While I would opine that this is not limited to this office, but can be experienced at many medical offices throughout the US, cutting corners on care, whether due to KPIs mandating faster patient visits or turnaround times, with less procedures rendered, to reduce costs, enlarge profits, avoid conflicts with health insurance companies over coverage, or overly relying on statistics, by ignoring possibilities that some patients are outliers on normal distribution curves, should never be the modus operandi in medicine. What is best for patients, instead, should always be foregrounded. Perhaps change will only occur when patients are recontextualized as consumers of services. Patients, if not given the proper medical care they need to ascertain what is ailing them or are not getting proper treatment for conditions that are known, will just seek out services elsewhere, which will eat at the bottom-line of medical facilities that cannot deliver the best value to those patients, and value is not limited to a pecuniary context, but encompasses the entire set of experiences patients receive, which are part and somewhat parcel with the quality of care they receive."

"Terrible practice. Took over 5 hours to get a nurse to call back. Their office staff was borderline rude and was seemingly incapable of updating my phone number to the current one. They called the old one twice. After the 5 hours I get told they cannot help at all and they recommend urgent care. That information would've been better when I still had time to go to an urgent care. They should be ashamed of how that place is run."

"Great doctors! There thorough and that's important to rule anything else out. I like to not have any questions in the back of my head. The care I've received has been good treatment."

"Dr. Gus Emmick and PA Eric Senneville are absolutely amazing providers, and their nurses & admin staff have been nothing but warm & welcoming. They have treated my son, husband, and myself like gold. They are responsive, knowledgeable, and kind. Highly recommend!"

"Best doctors office in town! Caring, professional, & friendly staff all the time. People that run late blame the employees for their own mistake instead of taking responsibility for their own actions & decisions. They don't understand how overworked the employees are, especially with the covid-19 outbreak. If you're late, then every other patient is going to have to wait because you were not on time. It's not the employee's or doctor's fault that you can't manage your time appropriately..."