The Iowa Clinic Pain Management Department - West Des Moines Campus 5950 University Avenue, West Des Moines, IA 50266

"I like my provider, Karla Stapes NP, but the receptionists at the front desk are sadly lacking in courtesy and friendly reception. I have experienced on numerous visits to see my provider. Having been less than 10 minutes past my slotted appointment time, the front staff needs to understand the complicated and malfunctioning processs we as patients must go through before we arrive at the clinic. First, the parking lot is repeatedly full in both regular and Handicapped parking spots, with overflow parked alongside the curbs in both front, side, and rear locations, with numerous cars waiting while idling to get the next available spot. Second, although tge online checkin is my preferred, partially bc I can thereby avoid the front desk receptionists, the Kiosk at the front door to the reception area appeared to be malfunctioning and wouldn’t accept my input. So as my last option, which used to be my first when the clinic was on 2nd Floor, I went to the counter and was received with “We may have to reschedule your appointment…” followed by a snarky redhead at the end of the counter. The same redhead that was complaining out loud about having to work, I overheard while waiting for my appointment with Karla last time! Perhaps, it might be time the front desk receptionists perform a different task within the office. Unfortunately, negativity is contagious, as is positivity, and I shouldn’t have to leave for my appointment earlier than I already do. I realize these are difficult times, but when the clinic was on 2nd Floor, sharing the office with PT, the reception area was filled with positivity, smiles, and friendly receptionists, of which I often smiled and said “Thank you for being so nice!” Not quite sure why that has changed, other than experience has taught me that it only takes “one bad apple” to ruin the cart. Thank you Dr. Patel and Karla Stapes for the service you provide us."

"Checking in was simple and easy. The staff was extremely friendly. My nurse (Shara) was pleasantly nice. Dr. Xu walked me through the procedure, asked plenty of questions regarding my current pain and past pain. The procedure (epidural C5 / C6) itself was pain free."

"Pretty sure the rating and the comments speak for themselves, if you want a 2 star "woke" doctor that does nothing for you hit this place up lol! The nurse I spoke with speaks down to you like she does her husband and kids from what I imagine."

"I came here having moved from NC to St Charles Iowa. I am on medicine and of course it's mandatory to come every 90 days. While the visit was OK, I don't think that the tech or Dr are very compassionate people. May just be their personality. I am surely missing my NC Pain Clinic doctor. They cared for you no matter how long it took."

"I have been a patient at this clinic for over 6 years. Originally, I felt as if their service and treatment was adequate. About a couple years ago things started to go downhill very quickly. It started taking forever to get anything done and every appointment took far too much time. In fact about 2 years ago I arrived for a scheduled treatment time where I waited in the lobby for over 45 minutes past my appointment time before I was called back. I waited in the exam room for an hour without the doctor coming in to see me before I walked out without receiving my scheduled treatment. No one from the office called to ask any questions as to why I left and still haven't. I know laws with some medications this clinic prescribes have changed recently but it doesn't seem they are concerned with any sort of customer service regarding their patients. I understand why there are laws regarding timing of scripts but I don't understand why they aren't able to figure out a better system for refilling them in a timely manner that is compliant with laws. Also, I know they could purchase software to help their process which could almost eliminate handwritten refill scripts or the need for patients to make a monthly trip there just to pick up the script but they haven't agreed to purchase it. I don't believe it would take too long for them to recoup the $100k it costs for this program. There is NO reason we shouldn't be able to expect them to complete a refill request within 24 to 48 hours but I've had times where it took over TEN business days! Then, I'm told I should do a better job of remembering when to request my refill to get it on time and I generally request it over a week out. Absolutely awful!! I'm in the process of looking for a different clinic and hope I won't have to deal with this place again!"