NW Primary Care - Sellwood Clinic

"NW Primary Care is frustrating. On one hand, the actual physicians are great. Dr. de Lucca is outstanding, and I would recommend her to anyone. On the other hand, I can not tell you how many times over the last year I have called in, only to get an automated messaged that goes something along the lines of, "Due to staffing shortages we are unable to take your call. Please call again at a later time." Then the line disconnects. I can't even leave a voicemail. At one point several months ago I called in nearly every day for a week and still received this message. When you check their careers page they don't have a posting for a receptionist, which indicates NW Primary Care is not interested in solving this issue. In fact, if you look at reviews going back as far as a year, you will see people complaining about the same thing. Often, NW Primary care responds to negative reviews saying they are working to streamline their phone system. You can find them saying that over 8 months ago, and they still haven't solved this issue. How long does it take to hire someone? It doesn't matter how great your physicians are (and they are great) if I don't have a way to reach you. EDIT: It's been a month since I've left the review. As expected, NWPC responded to my review with some version of "We are working on it!". This is the same response they have given to negative reviews about this issue for over a year now. In the last month, I have made 3 more attempts to contact this office. All three have resulted in a automated message stating that they are too buy at this time, and to please call back later. Then the line disconnects. I am leaving this practice."

"As a practice, they are the worst I have ever encountered. Nearly impossible to get an appointment with your PCP. They expect you to arrive way before your appointment time (or they refuse to see you) and leave you waiting for hours in the lobby. I waited months for an appointment with my "PCP" then she ignored my concerns, did not follow up lab results, and failed to respond to multiple messages sent via thier portal. Calls produced no better result- I was to told I could make another appointment to discuss my concerns (which were ignored the first time) when she gets back from vacation. Insane! Better off getting primary care at Zoom care instead."

"I wish I could give zero stars but it's not possible. This is by far, the WORST service I've ever received in health care. After waiting an absurd amount of time (months) for a basic checkup style appointment, I was turned away from my appointment because I was a few minutes late. The result was, I had to either re-schedule and wait several more months, or choose a different doctor I didn't want. I reluctantly chose the latter, and hoped my next experience would be better. Wrong. I went back today, and even though I arrived 20 minutes early this time, I was told I would have to reschedule AGAIN, because I wasn't there 30-40 minutes early, a timeframe that was never communicated to me clearly. I even have explicit text messages from NWPC saying my expected arrival time should be 15 minutes before my appointment. I told the receptionist not to bother rescheduling, as you couldn't pay me to go here now. How can I possibly trust you with my personal and confidential health information and planning when you're too incompetent to communicate clearly what the expectations are for patients? Not to mention callous and uncaring enough to basically say to me "tough luck, you didn't follow our byzantine regulations perfectly, so screw you". But thank you for being so terrible at your jobs that I dodged the bullet of actually entrusting anything of value to you by going there. Avoid Northwest Primary Care at all costs."

"This is probably the best healthcare service provider in Portland. The staff is amazing and the Dr.'s are top-tier. They actually listen to you and treat you like a human being. If you are having some type of medical issue and your primary Dr. doesn't have availability, they will work to get you seen by another Dr. I had a couple instances where I needed to see someone the same day as I called, and they were able to make that happen. Can't speak highly enough of this place."

"I am going to reiterate what others have said. The communication throughout this company is terrible. They take FOREVER to get ahold of, process paperwork, send requests, etc. If you do get through to someone they are likely to be rude. I have never encountered a doctor's office with such a lack of process and communication. I have had good interactions with my doctor but this company makes it entirely not worth the effort. Good riddance NW Primary."