Virginia Medical Alliance

"It‘s an ordeal to get someone on the phone. They seem chronically understaffed and overworked. It is annoying to be the 12th caller in the queue. In the digital age it should be possible to send a simple question by email and get a quick answer. But at VMA that requires a VIP membership. I get to see my PCP only for the annual physical which is nothing more than a superficial routine exercise. NPs cover everything else. Seems like excellent compassionate care depends on the membership level."

"I absolutely love Dr.Currall. She takes excellent care of me and always returns my calls. Best Primary Dr. Ever!"

"Terrible customer service. I called their number to schedule an appointment and the lady who picked up the phone seemed annoyed and irritated from the get go for no good reason. She spoke with an unfriendly attitude and as if I owed her anything. I wonder why she works a customer service job with that attitude. One phone call was enough for me to not want anything to do with them."

"I have had a great experience with Dr. Oshry, however the front desk is a bit rough. I get wanting to go home at the end of the day! I am a healthcare worker, I understand. But for example, I called with plenty of time before closing today to quickly make an appointment. I'm an established patient and the call should have taken a minute or two. But instead I was put on hold for 8 minutes as "first in the queue" until someone picked up at 5 pm (closing time) and says "sorry we logged out of our computers, call back on Monday." I'd have loved to call earlier in the day but didn't have the chance, and it's frustrating to have an issue and try to get an appointment scheduled only to be told they decided to finish up early. When I explained that I'd been put on hold and really needed to make an appointment, I just got a "call Monday, have a nice day!" If the front desk is not going to be available during opening hours, ok, but then perhaps the online portal could be updated to accommodate online scheduling. Again, the doctors are great, but this is unfortunately not my first time having trouble getting past the appointment making stage."

"The primary care doctors and GI doctors are great. I've been a patient for over 13 years and have had a few hiccups on the billing side where the billers haven't billed properly. If you have a prior authorization that's denied then the nurses aren't very keen on appealing the denials as it's additional work and getting a call back on messages is sometimes non-existent. I feel as though they are overworked and they need to hire more supporting staff."