Ascension Saint Thomas Medical Partners Saint Louise Oak Creek

"I called and scheduled an appointment for an annual exam with Sarah Radley, a nurse practitioner. When I came in, they tried to take a copay, I explained it was an annual exam and there shouldn’t be one for an annual exam. I also told Sarah it was an annual. She did the annual exam and ran labs. A month later I got a bill for the copay. I called and they said it wasn’t charted as an annual so I’d have to call the practice. I called the practice and the woman at the front desk said a manager would call me. The manager never called. I don’t know if they make more money from billing it wrong or what, but the customer service sucks. I have been given the run around for months. I can only imagine how much they are making by over billing patients."

"Terrible Service. Had an appointment made for the 23rd, it was cancelled and set for the 1st. I come in for the appointment, and they tell me it will be a 2 hour wait. Another couple even came in and said theirs was cancelled but the woman needed to be seen before the 4 months they scheduled it later for. So done with this practice, they don’t care and have no etiquette."

"I was very pleased with the NP that I saw, Sarah Pearl, was very friendly, and asked many questions. I didn't have to wait long, and I really was pleased with the cleanliness. Would rather go here all the time, instead of across the street."

"Original appointment was made and no one told me the doctor was retiring. Then they wanted to reschedule for another two months later; that was a call center in India. Then finally I was able to talk to someone at the actual office who rescheduled me with a Nurse Practitioner and my daughter with a male doctor even though I said we wanted a female doctor. Had no clue it was a male doctor until the confirmation text came through. I tried to change the appointment again, but there was no availability. (My daughter did not like the new doc.) I originally made the appointments for an annual physical and had to wait three months. Then, when I was able to get to the clinic on the day of the appointment, the address sent me to the wrong location. Luckily it was only across the street. Then when I checked in, I was told there was a copay. I let them know this was for a well visit, so no copay should be due. She said “No. This appointment is to establish care, not an annual physical. The original appointment you scheduled was for a well visit, but when they had to reschedule your appointment they changed it to ‘establish new care’ instead.” I said that is what I thought this was, establishing new care by doing my annual physical. What am I hear for then? Just to say hi? She said if the NP decides to do a physical then I would have to call my insurance and they can try to get my money refunded for the copay today. This is backwards and not how medical care should be provided. I am never coming back and this practice needs to consult someone on how to provide good care and customer service. I am beyond frustrated. Someone from marketing needs to update the pin for this particular address so people get sent to the correct location or AT MINIMUM the correct address should be sent in all the many text reminders sent for the appointment. The nurse seemed bothered by everything she had to do. She wasn’t mean, but definitely not kind. (My daughter said her nurse was actually rude). Seems like no one likes working for this organization. The only exception is the nurse that drew my blood. She was absolutely wonderful. However, overall it was a horrible, horrible, horrible experience. How can you treat people like this? Also, the office is old and dingy."

"Front desk staff are unsure if the “lab lady” will be available or her whereabouts. I was told to arrive at 0800 for lab work but there was some uncertainty and was provided a paper with the “lab lady schedule” Arriving the following day for my 0800 labs the lab lady was not there. The staff at the front desk were unsure. I was 1st asked to drive to medical center but the lady at the desk called the location across the street to see if I can have labs drawn there- which I was able. I recommended that this clinic if it hadn’t already get more continuity with this “lab lady” so that when the patient is told where to be - the lab lady is there. It just seems that the to staff members at the desk where not 100% sure of where to send me because the “lab lady” schedule isn’t 100% reliable. I’m thankful I was able to be seen across the street however, this coordination should be done with the lab people prior to the patient arriving . Dr Van Lam is a great listener and has my needs and safety upfront. I feel safe with my treatment plan"