Ashcake Family Physicians

"Dr Pam is amazing but just had a horrible experience with Lisa who answers the phones. Called up there this morning at 9am bc my 3 year old son was limping saying his foot hurt after jumping off the couch and landing on it wrong. I was able to get an apt for 245pm today which was amazing. I was informed by another patient that she didn’t think they had X-ray machines so I called back an hour and 10mins later (10:12am) to cancel I’ll just take him to an Orthopedic Urgent care. Lisa told me there will be a $25 no show fee applied, I asked her why I literally just made the appointment, she VERY RUDLEY said it doesn’t matter it’s on a form I signed and on their website. I asked if they had an X-ray machine in the office and she said no, so I said why would I waste Dr Tim’s time if he can’t X-ray, I was not told any of this when I made the appointment an hour ago. Her attitude blew my mind, I don’t understand how someone can talk to people like that. She makes me to never want to step foot in that office again."

"Physicians are great. Office staff not so much. This was an amazing office pre Covid. The policy changes and overall attitudes, atmosphere, rigid policies and no attempt to help is what really turned me off. I have been a patient for 5 years here. Today they have lost my business"

"I’ve been a patient for about 10 years now and i love the doctors so much but the front desk staff always have an attitude. A recent time, I was told that I wasn’t allowed to make an appointment until after 3 because of my symptoms. Well I work evenings. How am I ever supposed to get an appointment with them? I also was told I had symptoms I never even said I had over the phone. I never really get sick but when I do I have always had a hard time getting in here because of front desk. I feel like I inconvenience them ….. I definitely will be going somewhere else."

"This practice came highly recommended by a friend. She raves about the physicians. Unfortunately, the receptionist is incredibly rude. She used a word I didn't understand, and when I told her I didn't understand it, she repeatedly slowly and with a lot of attitude. I told her I didn't think the office would be a good fit for me, and she agreed and hung up."

"I followed Dr. Walker from her previous practice at Hanover Family Physicians. Her work is stellar: she actually listens to me, is cordial and attentive and forgives me my timing. My grief is with the office and how it is managed: the waiting room is spartan at best and religious at worst. I LOATHE calling in for appointments—the receptionists have NEVER PICKED UP on a call and prefer to call back at their leisure like, say, when I'm driving or out in public where I would have to talk about my private business in front of strangers. Even in the office, trying to sign in for my appointment is discombobulated in giving my payment and insurance; later, the same applies to signing out—more steps and poorly explained on a card in order to get the results from a test or what have you. And finally, when I got a bill, there was no personal records copy. Overall, the doctors are great but the experience is spoiled by the terrible management staff. Fix your receptionists or get new ones that actually do their job."