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September 2024 by Melissa Seggelke
What a mess. I adored my doctor, but she left and the clinic sent zero proactive communication about first her leaving and second about being bought out, or "merged" with Optum. I need a prescription for my mental health. In the past, my doctor refilled automatically, and then during my yearly well-being visits we discussed, and she would then continue authorizing the prescription or adjust if needed. Without warning, my prescriptions refills were being denied. I called Walgreens and the pharmacist said they would re-send for authorization, and it was denied. I then call Optum, formerly New West, and was told the prescription required an appointment every 3-6 months because it was a "controlled substance." That was not the case previously; it simply was authorized and I would discuss as part of my yearly well-being visit how I was doing, feeling, etc with my previous provider. When I shared this, the person I spoke with made me feel like I was in the wrong for not knowing this. How could I know this when that was not my past experience, and Walgreens nor Optum communicated that proactively? I feel like health and getting treatment for needed prescriptions require a clinic, especially when they merge, to be proactive and reach-out to patients so they are not left without the resources they need to live a healthy life. This has left me also feeling cynical about this care site; I now think they intentionally are demanding patients come in repeatedly so they can bill insurance and make more money, even if those additional appointments are not tied to a specific need. That may not be the case, but this is how I feel. I will be moving to a new practice and do not recommend this care site to anyone.
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August 2024 by Clint Harder
Care is OK. Admin is not good. Bad billing errors. Wrong tests administered. Don't follow up on my inquiries. Try another provider.
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July 2024 by Connie Andres
My son was having right upper quadrant abdominal pain called to be seen was given an appointment 11 days later. Totally unacceptable care for abdominal pain of any kind. Went to Urgent care, having gallbladder attack. Thanks for nothing.
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July 2024 by Kami Rae O'Donnell
Additional update: The "owner" responded 4 months later. Thanks for the response. I suppose 4 months is better than nothing. I have established care elsewhere and will never be seeing this practice again, I also cannot provide any recommendation for this primary care. Save yourself the time and go anywhere else but here. Side note: I have my MBA in healthcare management, and have been in the industry for 20+ years. This place is horribly ran.
Update: The practice manager called and is assisting me in the complaints made below.
This practice has been getting progressively worse over the past 2 years. I have been a patient here for 5 years. My primary care recently left and I wasn’t notified. All my providers are gone. Over the past 6 months when you call in to book an appointment it is frequently a 45-60 minute wait being the 25th caller. There is not a call back option. When you get there on time - there is another hour long wait to see your provider. You’re left in a room and not told that the provider is running behind. This happens almost every time.
The doc who I recently established care with was really wonderful - however the med he prescribed me required a prior authorization that the nursing staff informed me they couldn’t do, one person even told me she got in trouble for helping me.
I attempted to call the manager on 3 separate occasions, days apart, to get assistance and was given the name - Elizabeth. I was told Elizabeth would call me back. She has not called me back despite my 3 messages.
These people don’t care about you. Don’t go here! Bad business practices and horrible patient care. What they are doing is unethical.
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July 2024 by Caitlin Hankins
I have been going to New West for years, but this place is so bad now that Optum has bought them out. All the good doctors have left, and I will never be back after my recent experience. I went in a couple weeks ago and had an appointment with the PA Hector Frisbie. I never felt listened to during my appointment, it felt very rushed and was prescribed a medicine for an ailment we didn’t even know if I had or not (turns out I didn’t). I found out that the interaction with the drug he prescribed and the one medication I take regularly needs to be closely monitored, so I emailed him for more information. Heard back a week later that it’s totally fine to take, even though internet research and a chat with the pharmacy says otherwise. Then the results of my xray came in and determined why I was having pain, I received a very brief email about the results, mostly just copied from the radiologist. It was confusing and unhelpful, and gave no information on next steps, healing time, etc. I replied to his message asking questions, and still have yet to hear back. I have zero trust that I am in good hands with any of the providers at this practice.
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July 2024 by Colette Brown
My husband, Gregory Harris, and I saw Dr. Hector Frisbie, today! We were very impressed by his knowledge and expertise. He made sure we understood any and all issues and probable remedies. He took his time in answering all our questions and concerns. We will definitely look forward to consulting and working with him again. Thank you Dr. Frisbie!
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July 2024 by J B
Dr Hector Frisbee and his assistant were amazingly attentive to my healthcare needs. His bedside manners are second to none and he truly cares about his patients. The entire staff was knowledgeable and friendly. I highly recommend Dr Frisbee and Optum.
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June 2024 by Michael Zamora
My primary care moved over to this practice and let me tell you what a nightmare it was from the very beginning. I was unable to schedule an appointment through the app because I was a new patient at their office. Had to wait for almost 2 hours to simply schedule an appointment and for me to be asked why I didn’t schedule an appointment through the app even though I couldn’t as they need to send me a code to enroll before doing so. I received a letter from them a week before Memorial holiday weekend stating that my primary care physician is no longer practicing at their location (not a shocker) the following week I then had to refill a prescription. I contact them directly and thankfully only had to wait about 20 minutes to ask what I could do to get this prescription refilled. I also informed them that I was leaving out of the country and had an appointment I could not miss. The only times they could fit me in was the day I could not miss my appointment and the day that I had to travel out of the country. When I asked the operator what would happen if I needed this prescription and could not skip it… his answer was “yes, I don’t know!” What a horrible place to be cared for! DO NOT COME HERE.
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June 2024 by Rhonda Reeves
This office is deficient in staff and doctors. No one can help. May as well not pay for medical insurance. Not going to get any help from these people.
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May 2024 by Kiki Love
I would recommend going ?somewhere else like when you finally? get a good doctor over here. They get ?moved somewhere else and then you get a doctor that? only wants to see you for physicals doesn’t help you with any other health issue emergencies. I ?⚕️would recommend going to the hospital, because you’re not gonna get the runaround? at the hospital .
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May 2024 by JAMES LONGMEYER
I have been a patient for over 40 years at new west after all the bad reviews I was anxious about my appt I saw Whitney Green was pleasantly surprised staff upon entering was very helpful excellent service trough entire appointment mrs
Jl
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May 2024 by Rocio P. Arnaz
The new Doctor, Frisbie is amazing! Caring, professional and with a lot of experience. I’m glad I finally found a good primary care!
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April 2024 by Lisa Gustafson
I went in for my yearly well woman/physical and was told that they don't accept my insurance. I was already there so decided that I would see my doctor and pay the out of pocket so she could refill my RX for the year. I paid $125 at the time I checked out. I've come to find out that they billed my insurance company for my visit. Seems shady to me that they don't accept my insurance, but billed them anyway. This visit would have been covered at 100% as preventative. I'm out of pocket $125. I left a message for the office manager and have yet to be called back. This is very poor customer/patient care. I will not go back. My doctor is leaving this practice, so I will follow her to her new office.
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April 2024 by Mikala Bennett
Just spent an hour and 20 mins on hold for them to roll their phones 30 mins early kicking me off the phone. So extremely disappointed.
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April 2024 by Jordan Day
I have been a patient here for 5 years, and i have never had an issue. Since Optum took over, it has been an absolute disaster. I cannot get an appointment through followmyhealth anymore, and the office phone line always has a line of 30-40 people waiting. I was on hold for nearly an hour when the line went dead, and i had to call back just to start over at 23rd in line. This is completely unacceptable. This is what happens when investment firms get involved in medicine. I will be looking for a new provider.
