St. Luke's Walbert Avenue Medical Center

"I believe they have to be more respectful with the patients's time. I had a "virtual appt" joined the call and nobody was there, then got a call from the office saying doctor Khan was runing late from another patient that if I could do later that day.. ok.. was reschedule for 3 pm. Then when I was at my daughter's pediatrician got a call to do the virtual visit, I didn't want to have a call there because what I was discussing was private, so got told.. ok just reschedule when you can.. I said i was rescheduled for 3 pm as per call from the staff.. so a lot of miscommunication, later enter 5 min before 3 pm and my chart said I had the appt for 2:30? Anyways, doctor joined the call and she seemed so pissed that barely asked me things, barely talked to me and the call was finalized in less than 5 minutes.. very dissapointed.. you know... the patient time is valuable and the sense of privacy too.. I cant accomodate my job, daughter appointment's and right to privacy and everything else just to fit that they run late with another patient, very unfair."

"Dr t is a ten. However the last time I've seen Dr t is in December. I gave him my new insurance I gave the woman my insurance through the phone and several visits over a dozen times and they keep billing my former insurance. They've even hung up on me when I've got loud even though they know I have a hearing issue. They've even sent me to a collections facility instead of billing my correct insurance. They finally billed my correct insurance and they are billing me $40 but they're telling the collection agency 21 and they won't work with each other to come to solution to the point where I can't pay the amount and I had to go back to lvpg. I literally left a doctor that I loved because of the lack of communication and professionalism of the billing department and people in that office that are not named Dr titalius. And I'm not paying either of them until they get to a solution. Until I see paperwork from both that agree I'm not paying either . To the staff that do billing I really do not appreciate the fact that you pushed me out of an office that I loved the doctor. Btw I won't be calling and pressing four. I've wasted enough time on phone. Update to response. I will not email you my concerns the office as you knew my concerns for months. They actually had me drive over and give them the insurance when after the investigation comes to find out it was in their system it was just pure incompetence but I got screamed at and threatened and sent to collections for their incompetence and I am still dealing with collections for their incompetence so now I am not dealing with this anymore as far as I'm concerned the bills are in the trash can. I am just so disgusted and just so upset that I can't see that doctor anymore because I cannot trust anyone in that office with my health care or my information other than the doctor. You continuously made this my fault I continuously had to speak to people in your office time after time where I had to give up my lunch break to spend lunch break after lunch break arguing with you about this . And it's still going on"

"Desk receptionist was incompetent and disrespectful. Her inability to enter my insurance information resulted in a 40 minute delay to see my PCP. She complained so loudly about me that I heard her 20 feet away in the waiting room. Melinda Blase (Officer Manager) acknowledged her comments, but did not apologize for the excessive wait nor the slander from her direct report. I felt disrespected and as if my patronage was an inconvenience. If staff is unable to perform their duties and unable to behave with discretion, what other gaps exist for other patients? This is the third consecutive instance of front desk failure at Walbert Ave. within the past year which leads me to believe this is a direct failure of management, accountability, and the ability to CARE for patients. Office encourages online MyChart usage, but NONE of this information (current medications, insurance information, or even reason of visit) is transmitted to provider. This inefficiency wastes both doctors' and patients' time and makes the office appear uninformed."

"I like Dr. Matrone so this review is more of a reflection on how the office runs. I'm sitting here over half an hour past my appointment time and seeing other people that got here before me be seen ahead of me. This is definitely not the first time this happens the wait here is a bit ridiculous you wait to be called in the room and then again after you wait to be seen by the doctor. The scheduling here needs better coordination or I'm not sure what's going on but patients shouldn't have to waste close to an hour of just waiting."