Wake Internal Medicine Consultants, Inc. 3237 Blue Ridge Road, Raleigh, NC 27612

"I've been going to this practice for about 10 years now. Since they have moved to the new location, they seem to have a big fat attitude. My appointment was canceled because I arrived 10 minutes late. Never mind that there were 4 people in front of me in line, checking in. You cannot get a live person on the phone when calling, and sometimes they call you back, sometimes you wait several hours and they never call back. I have been having severe symptoms for over 3 weeks now and have asked for blood work multiple times, only to be told I need to see a specialist at the same practice. This place has become a complete joke, and the front desk folks are rude, at least one of them is."

"The check-in and check-out people are rude. I went to check-out and the person said "so you're self pay", to which I replied "no, I gave my new insurance information at check-in and she scanned it". The person said "well it's not in here" as if that was a fault of mine and said "you need to go back to check-in and figure it out". It was strange that 1) they cannot also add your insurance information at check-out and 2) that they couldn't simply take my insurance card and hand it to the check-in person within their same vicinity. I then went to check-in and explained my insurance wasn't showing up at check-out and she said "okay, you're Lauren", I said "yes", then a couple mins go by and she says "okay" and I said "okay?" she says you can go back now. It was overall a strange encounter with the whole front desk staff. It's enough to not make me want to go back there. There is such a lack of customer service and it's generally crummy going to a doctor anyway, no need to make it a worse experience by being rude to the patients coming in."

"So they moved, made an appointment, arrived, while checking in my appointment suddenly disappears on the computer. Front lady calls my new assigned PA. Lori who I have never meet. She refuses to see me siting a 10 min late rule. Really! I am here and it was on the computer screen. How many times do doctors see us at the exact time of an appointment? We usually have to wait 20+ minutes. I am not sure if this is a new policy at wake internal Medicine or just this PA ‘s, But she’s not going to be my PA."

"I’ve been going yo this practice for 6 months. The doctors are nice & caring. However, I cannot call my doctor or speak to a nurse on the phone- they don’t take calls during clinical hours, it’s all done through messaging in the online patient portal and sometimes you don’t get a response back or a central call in line. This is irritating. They do not have an app like Wake Med that I know of- it’s all on a web browser, so the practice is a little behind on the technology side of things. Also, prescriptions that need prior approval from insurance go to their prior authorization dep’t. Which the office says can take up to 30 days!! Prescription authorizations should NEVER take up to 30 days to be sent to the insurance company. That is ridiculous! Please Hire more staff if the dep’t is that swamped. This takes way too long. I am still waiting on a second prescription request because the first one ended up getting denied. On the upside, I am not in the waiting room very long when I have my appointment and they are moving to a brand new building."

"I've almost always had fantastic experiences here, I love my providers and trust the care I receive. I feel heard and seen. But The last couple of weeks have been an absolute nightmare. I don't know how else to get help/attention re: this concern. The patient portal is colossally messed up and I can't access my medical records, I can't message my physician, I can't get help or communicate in any useful way with my providers. The Patient Portal system is broken. I've reached out via chat and been "referred to IT" twice. I can't access my records or see the results of my recent labs. I asked a question in my recent annual checkup that I think has been answered in my portal, but I can't access it. I've called and been on hold for 15+ minutes before getting cut off. Whatever y'all did (updating or switching to a new patient portal provider), please, for the love of god and all that matters, undo it. My situation isn't life threatening, it's just frustrating and mildly risky for my future healthcare. But for others I'm sure it's much worse."