Woodcreek Pediatrics - Mary Bridge Children's (Sunrise)

"My son has been a Multicare pediatrics patient since he was born 11 years ago. When we moved to Puyallup we switched to Woodcreek (already apart of multicare). You used to be able to call and get sn appointment in a reasonable amount of time. Now you call for an appointment and it’s 1-6 months out for literally anything. I’ve never had an issue getting my son to his appointment but last year I was diagnosed with a chronic illness that has been life altering. I also have ADHD. Around this time I stopped getting reminder calls and texts from Woodcreek about his appointments and I missed 3 appointments for my son. At his well child check (that was miraculously scheduled within 2 weeks) I was told if he missed another appointment they wouldn’t see any of my kids anymore. I made a med check follow up for a month out and physically wrote the appointment on our calendar. I was walking out the door to take him to said appointment today when I got a call from a woman at the office saying we no showed to his appointment, that it was yesterday. I tried to explain that I had it written down for today and he really needed to be seen for a med check, I was literally on my way and I hadn’t received any reminder calls even though I keep bringing this up in the office.. She said best she could do was an April appointment. I started crying. She hung up on me. I called back and got a different receptionist who let me know that she couldn’t reschedule me at all because of the missed appointments and I need to find a new provider and forwarded me to their manager. I was able to leave a message with the manager and never got a call back, just a call back from the scheduler saying she was allowed to reschedule us now. But honestly I’m just considering finding a new doctor. After being a patient for 11 years without issues, being unable to work with families as they go through difficult times with compassion is kind of a big deal. Shout out to Shannon, the second patient services rep I spoke to for giving exemplary customer service and making me feel like I was cared about. She was kind and understanding. I still was unable to get an appointment for over a month out but will keep that until I figure out where else to take my family. If you’re going to require patients to schedule so far in advance it’s important to have a reminder call system that is actually working. I’m the primary contact on both of my kid’s charts and found out reminder calls were being sent to my son’s phone (he’s 11), despite asking them to make sure reminders were set up to be sent out and to my number multiple times in office. I used to be a patient services rep for Multicare. It’s not rocket science. Training on compassion and apparently actually doing their job in Epic seems like it’s needed (minus Shannon, I hope Shannon has a great day.)"

"We have been with Woodcreek for nearly 20 years and sadly since joining with Mary Bridge the quality of care and service has plummeted. Impatient providers who no longer seem to care about quality of life issues when dealing with chronic illness to unresponsive administrative services. We have now been waiting for well over a month for a call from the referral coordinator and multiple calls and messages go unanswered. We also learned at our son’s last appointment that their records were not throughly integrated and they have access to no historical health information for their patients. This has been the only pediatrician our child has seen and his entire record was blank."

"I took my son to urgent care on for ear pain. He had no fever but wasn't himself. The practicioner only checked his ears and didn't complete a full exam. ( Didn't feel his neck, sinuses, etc). She told us to rotate ibuprofen and Tylenol. My child got worse and worse and developed a fever and stiff neck. I ended up taking him to another urgent care on day 3 and were immediately told to go to the ER for fear of meningitis. Talk about scary. Turns out he has a major infection in his throat that requires IV antibiotics for a few days. I can't help but wonder if it wouldn't have gotten this fair if the NP did a complete exam. I will not be returning. The infection started to spread down to his cardiac cavity and I can't imagine what would have happened if it did. I followed her directions."

"I started using this clinic for my newborn 6 months ago and I really wish I hadn't. From day one there have been constant issues and they have all been preventable. Day one, my baby was 2 days old and jaundiced and needed her bilirubin levels checked. The clinic has ONE device to check the levels and someone forgot to charge it. They sent us to a different clinic. With a newborn. Horrible experience. Fast forward 6 months to today. I received a message stating that Dr. Roscoe had a family emergency and my appointment was cancelled for my child's 6 month wellness visit. Life happens, I was very understanding. I called back and I was offered the next available appointment.... in October! The next opening with ANY provider was October. So forget my child's 6 month wellness visit and immunizations, we'll just skip to the 9 month one? The staff on the phone acted like it was no big deal. Needless to say, I called a different clinic and got in tomorrow. This clinic is very poorly run and it is now affecting the quality of care for kids. I spoke with the clinic manager and was told the exact thing that is in all of the responses to the negative reviews. "Your feedback will be shared with the team in order to improve these aspects of our service." Unbelievable"