SSM Health Dean Medical Group 752 North High Point Road, Madison, WI 53717

"DOCTORS ARE GREAT. MANY ON THE SUPPORT STAFF ARE TERRIBLE! **WARNING...LONG AND PROBABLY BORING... I wouldn't be complaining about OCCASIONAL problems, but In at least 50% of my interactions with various people, someone screws up and cant do their job and don't care. I had a surgery follow up appointment Monday and the reception person was terrible. I had a new insurance provider, Anthem (through my wife). Gave him the card, he made a copy then complained about slow computer, bad website blah blah (it's never THEIR fault)..After several minutes of incompetence he couldnt verify my insurance, gave my card back and said he'd keep trying (meanwhile I'm uncomfortably standing there in pain). The next day I get a note from SSM saying my insurance could not be verified. Soooo...I texted a copy of the note to my wife (which sucked because she was at work) and asked her to call Anthem, only because with a chunk of my tongue missing I'm pretty hard to understand and it hurts to talk. She called them and was on the phone for 30 minutes, back and forth then a three way with SSM etc etc. As it turns out, this reception guy had entered one of the characters incorrectly. REALLY? Literally NOBODY checks their work anymore because of A. Laziness B. Apathy C. Incompetence D. Arrogance Because they have been taught that they are perfect, it's ok the screw up A LOT."

"I went in for a sinus infection and they gave me a strep test for literally no reason and I feel like everytime I’ve gone in here my experience has been messy and awkward"

"The worst location ever! They don’t care about patients at all. I spent a two days in a hallway with a newborn child. In a first day we waited 40 minutes, then they decided to reschedule an appointment. In a second day we waited 55 minutes. My son started crying, after what we just leave this place. It looks like my time not important for them. It was a regular appointment, not an urgent care. (In a first appointment doctor was careful and kind it’s a reason for 3 stars. After that something changed in their system). I hope the SSM can see this review and change something."

"Was scheduled for a follow up visit at West after having an emergency visit at St. Mary's hospital. Waited for over an hour and it was not busy. I did speak to staff at the front desk, which was my first mistake. Visiting with each other and looking at their phones was more important to them than patient care. I left without being seen. I worked at the front desk at the East urgent care so I know the importance of taking care of patients (ie. informing them of delays and keeping an eye on them in case their illness becomes worse). Needless to say, I will never come to the West clinic again."

"After my routine annual check up in December, I was charged two office visits. I did NOT bring up any health concerns or questions so I was utterly confused as to why I was charged two office visits. After many phone calls to my insurance, billing, and the clinic, I discovered that since I had medications refilled (not newly prescribed but just refilled) at my appointment that was the reason for the additional office visit billing. As usual at the appointment I was asked if I would like my medications refilled, I was NEVER told this would be an additional office visit charge!!!! How was I to know?!? I have had medications filled previously at appointments and have never had an additional charge. Apparently if I had sent a refill through mychart or had my pharmacist check I would not have had this additional charge, which is just crazy. The whole reason I had my routine check up was to be able to get refills on medications. Here I am having to pay about $300 after insurance due to the additional office visit charge. This has been one of the most frustrating and extremely disappointing medication situations I've had to deal with!!! This is the first negative rating I have ever done. I'm not one to be so negative or judge something so harshly. But I truly hope this sheds some light on the situation and prevents other patients from receiving the an additional office visit charge as well!!!"