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July 2023 by Jackson Price
Worst doctors office I’ve been to couldn’t even get a physical done I faxed over 2 weeks ago
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May 2023 by odeon 2000
Doctors are great but the web site and the front desk are terrible! If you open at 7 AM then someone should answer the phone. If you call to get an appointment, some one should answer the phone. If you go to the website - it is still tower health and you won't get a response! Terrible unprofessional inexcusable experience.
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March 2023 by Nancie Harris
Absolutely wonderful doctors at this facility, but since Christiana Care took over you can’t get anyone to call you back to even make an appointment and if you’re lucky enough to get that far they don’t accept Pennsylvania Medicaid even though their website says they do.
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March 2022 by Calvin Bonenberger
I love the doctors! I have been going here for 10 years. There are times when getting proper service at the front desk can be challenging, but I think that is attributable to the poor quality of tower health and the policies they brought with them, because the drop off was noticeable when they took over a few years back. Getting prescriptions was a bit harder before the online app. Now the response is very good and timely. They also respond to massages and answer questions.
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March 2022 by Ursula A Sharp
Both Dr. Duran & Dr. Barkasy are excellent physicians that care about their patients. They take the time to answer your questions and do not minimize your concerns. Unfortunately, scheduling an appointment or getting a refill takes time and patience. Appointment reminders are non existent and their refill process is a blackhole. After more than 20 years at this practice, I'm strongly considering finding a new PCP because of the poor customer service. It's unacceptable to wait over a week for a refill and never speak with a human to schedule an appointment. If you are lucky, you will hear back after 48 hours.
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March 2022 by Yeda Arscott
I had to call back three times before an automated recording picked up and gave me options to direct my call. Then I had to leave a message and just hope someone will call me back in a timely manner. I really like my doctor, but trying to reach her has been a terrible experience. I may have to switch to another practice if I can't get a human on the phone in my first attempt (during business hours).
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March 2022 by Sonya Triffo
Doctor Steiner is excellent - so much so that I am willing to tolerate what other reviewers have mentioned. It's hard to get them on the phone, Often they put you on hold and then forget about you… All front-end stuff. I have seen improvement in the Turnaround time to get prescriptions to the pharmacy. I used to have to call days in advance to make sure I would have my medicine, but now they are pretty reliable. Keep getting better folks! :-)
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March 2021 by Jill Federoff
They hit the final nail into the coffin this week for me. If you have a timely prescription that needs to be filled, forget about it. After calling multiple times trying to figure out where my prescription is, I was told I can’t get it until I go to my appointment A WEEK later. This is not a prescription that can wait a week, it’s a daily med. Save yourself the stress and find a different doctor.
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March 2020 by Roger Clint
Their staff is incredibly incompetent. They have no ability to get anything accomplished without having to call 5 times per day. They make mistakes on paper work and never follow up as they say they will. Never in a thousand years would I have guessed my insurance would be more willing and active in helping me get my prescription than my doctor is. If you're shopping for a family doctor, I cannot recommend using anyone at this office at this time.
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March 2020 by Aimee Elks
Took me WEEKS of calling to finally get an appointment. Nobody would answer. I’d call every day, sometimes multiple times. I finally got through to someone yesterday and was put on hold for 20 minutes. Called back, put on hold again for another 5. The DRs and PAs are good enough, but what a nightmare.
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March 2020 by kfarr
The 1 star is mainly for the front desk. I’ve never had a problem with the doctors. They’ve been helpful. However, the front desk is terrible and you’re gonna lose a ton of patients if you don’t get some people in there who actually care about their jobs/ the patients. They never answer the phone. If they do answer, they put you on hold for 20 minutes and forget about you. The mailbox is always full. My husband got a call about scheduling an appointment to go over his blood work. Usually when blood work is good, there is no appointment. So you can imagine the panic. They told my husband “Wednesday at 4 pm in West Grove” My husband is ALWAYS on top of appointments. He rushed after work to get there and was told he missed his appt because he was supposed to be in Kennett at 345!!!!!! What the heck!!!!!! He is nicer than me because I would have demanded answers. So now he has to wait another 5 days in sheer panic that something could be wrong. Fix your front desk or we are finding a new place to go....
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March 2020 by Molly Dykins
A select few amazing doctors. However trying to get ahold of anybody is slim. I've been waiting on my medication to be cleared by a doctor for over a month now. Cvs cannot get ahold of anybody and neither has my insurance. I've been getting voicemails from both stating that they cannot get through to the office or the doctor.The front desk is trash, as I am writing this I have been on hold for 15 minutes. I've been trying to get ahold of somebody but keep getting put on hold. I need my medication.It's almost like they do not care.This place needs to hire some new people.
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March 2020 by pabank guy01
I have had wonderful experiences with the doctors at the West Grove, PA office. However, if you need to get an appointment....good luck!!! The team at the front end are about as helpful as a brick. I have literally stood at the reception desk with individuals personal information sitting open right in front of me with names, addresses, phone number and medical information. I can't imagine why a team of such amazing doctors tolerate such poor service from their front end team. If you can actually leave a message, which normally you can't because the mailboxes are full, but if you do leave a message.....don't anticipate a return call....you will have to call them repeatedly and it may take many calls before you actually get anyone to answer! Very frustrating!!!
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March 2020 by David Brand
I do not in any way recommend this practice to anyone, as they offer some of the worst customer services I've ever experienced in my entire life. When I called to request a prescription be sent over to an orthotic place which was making my custom made foot inserts, they refused to send the script over even though they had previously provided me with one just a couple of years ago. They explained, since I had not been in for a check-up for the past two years they could not give me a new prescription without coming in to be seen. I explained, I did not receive a phone call, email, or a text message reminding me to schedule a yearly check-up. Their response was, we have too many patients so we cannot call everyone of them. I said, my dentist which is family owned and has thousands of clients doesn't call either, they have a computer system call to remind me of my appointments, and send text messages several days prior add a reminder, and again on the day of the appointment. The lady did not respond because obviously she had no answer for that disrespect. To continue, they insisted I must come in for a very quick appointment, not a full check-up, as they won't have any of those times availability for a month or two. So i scheduled my appointment. I realized over the weekend, I had previously gone to their Kennett Square PA location, and I was not told which office my appointment was in as they have two locations. I called first thing on Monday morning to find out which office my appointments was scheduled for, and thankfully I called them, because it was actually not in the Kennett Square office which it was previously at, it was in the West Grove office near the Tower Health, previously "Jennersville Hospital". So, I go to the medical building next to the hospital, walking up and down the hallways trying to locate there office, which turned out to be located across the street from the hospital. By the time I arrived at the correct location, it was 11 minutes after my appointment time. They have a rule at this office, if you are 10 minutes late they will not see you, and will reschedule you for another appointment at a later date. I was disgusted at this point. First they refuse to send a simple script for a foot insert, not a narcotic or and any other type of medication. Then, they don't provide me the address and location of where they scheduled my appointment at, and then refuse to see me when I am 11 minutes late because of them. I was fuming, but I rescheduled anyway. The next time was almost two weeks later. I thought my appointment was for 9 a.m., but it was actually for 8:45, I arrived five minutes before nine, thinking I would be early this time, since now I know where the appointment is actually located at. Guess what, they refuse to see me again because of their ten minute late rule. There was only one other person in the waiting area on both occasions, and still they refused to see me. I could understand to some extent if the office was standing room only, but this was not the case at all. I asked to have a manager contact me back, but never received a call. I called them again and again and again to ask to have an office manager contact me back, and was advised they were releasing me as a patient from the practice because I missed two appointments, and I did not agree with how they do business. Imagine, a doctor's office throwing away a patent, because you were late for two appointments, INSANE! In closing, it was obvious they were only concerned about making money for a check-up and receiving your co-payments. If you do not follow the rules, they will send you home, and should they choose to do so, will discard you as a patent in there office. This was one of the most appalling, inexcusable experiences I've ever endured in my entire life. I want everyone in the community to know just how awful they treat there valued patients. Totally and utterly Disgusting! I hope whoever reads this review understands how awful this company treats and values their patients. Take care and
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March 2020 by Mike Orr
I have been a patient of Dr. Duran for 15 years and he is excellent however the office staff is the absolute worse. The office staff is extremely rude and need to be trained on customer service skills including the office manager. I 've received threatening calls and letters from the office manager on numerous occasions. I've talked to Dr. Duran about this and nothing has been done. I called today to set up an appointment and I was placed on hold twice for over 5 minutes each time to then be handled by a receptionist who gave the impression that it was a bother for me to call into their office. I left the old practice and followed Dr. Duran and Heather to their new office however the co-workers who they work with are the absute worse. My wife refuses to go to them any lo,get since their customer is so poor. I am in the process of go,ding a new office since the experiences we've had with office so so terrible. The office staff needs training in customer service and empathy since they have neither. Its a real shame since Dr. Duran and Heather are tremendous but the rest of them are horrible to say the least.
