Colonial Internal Medicine

"I have seen 3 different providers who were all great! Unfortunately the receptionists who answer the phones do a disservice to the great providers. I almost didn’t return because of the way I was talked to over the phone."

"My husband and I both see Jasmine as our PCP and could not be more satisfied. She's really great at her job, a good listener and never tries to rush you out the door. Always addresses any concerns and answers any questions se may have."

"They say a person's (or business's) true colors are revealed at the time of conflict, and those words never rang truer. If I could give 0 stars, I would. The poor Google reviews for this practice (Stafford location) do not lie so review them carefully before considering to seek treatment here. I was originally referred to this practice for many conditions affecting my work and so was my mom, but we will be leaving for another practice. I had seen Kristie McDowell (she was really great; staff was fine up until this point), but what followed was an absolute nightmare. We went to see James Sapp for treatment (for my mom). After we explained what FML was as he was confused about it, he promised to submit the required paperwork by the deadline within a week per work's HR requirements. Fast forward a couple weeks - HR from work sends an email denying FML because no paperwork was received. We called to inquire and spoke with Sonya, who was one of the many rude, condescending staff working at the office. We presented an issue and despite our remaining calm and patient with our frustrations, she interrupted and spoke over us multiple times, placing us on hold repeatedly (often as we were still talking), and then hanging up the line as we were speaking. We called back and requested to see another provider to continue treatment and get the required paperwork going forward, frustrated that Sapp promised something he failed to deliver and then merely notated that we had simply "requested to discuss" said paperwork. Instead of offering any apology or empathy, the staff (Sonya, Carrie, and another male medical assistant) continuously put us on hold and transferred us around the office. We repeated the issue and our desire to find some sort of resolution. Carrie refused our seeing another provider as she claimed we had "insulted" their office by our simply pointing out what Sapp had promised to deliver, but failed to do. If the PA could not deliver a certain request, my expectation is that they explain that upfront, not say one thing and do something entirely different. Rather than listen to our concerns, Carrie then stated we were being "disrespectful" and "unprofessional" with the intention of "getting the paperwork and going your merry way" - words I wish were mere paraphrasing and not direct quotes. I've been in customer service as a member of management for over 3 years and I understand how challenging customer service can be from the provider/counselor's side, but this was the worst customer service/patient care I have ever witnessed, especially from a medical practice. Customer service isn't fun nor easy; I understand practices have policies and there may not always be a desirable outcome (for the customer). But the process and manner in which you reach the end is critical to managing a successful business that thrives on not only its medical care, but also its customer service. Even in my attempts to empathize, I'm truly flabbergasted by their failure to take accountability, genuinely listen to their customers, and endeavor to find solutions for a mistake they made. Mistakes happen; I get it. But the way they handled the aftermath was highly negligent and irresponsible - the gas lighting, condescending and patronizing manners, and blatant phone etiquette. This place may be fine for when things go well; but when issues arise, don't expect a satisfactory resolution. In all honesty, the staff should be fired for their unprofessionalism, rudeness, and poor manners and this practice shut down."

"The Practice manager of the Stafford office needs to get her act together & pay attention to all the negative comments v positive comments about the staffing. The staff is unprofessional, subpar & should not work in a medical practice office. The practice manager should go also. Neither one can get anything right when it comes to patient relations.......I have been a medical professional (ER NP) & a licensed RN for 50 yrs. I know what should happen & it doesn't with this office!"

"I've had nothing but positive experiences at this practice. They get me appointments when I need them, see me on time, and are very responsive and supportive with care, referrals, prescription refills, etc.. They are exceptionally responsive on their patient portal and always take my concerns seriously, ensuring I see the right specialist. My provider is one of the partners, and she and the PA I see have both provided exceptional service and responsiveness and always listened attentively and responded with care and appropriate action."