Western Connecticut Medical Group

If it were possible to give a MINUS 5 star review, I would. Even one star is way more than this office deserves. All i can say is EVERY ONE OF THE OFFICE STAFF HERE SHOULD BE MADE TO SPEND 8 STRAIGHT HOURS LISTENING TO THE MESSAGE YOU HEAR ON HOLD TELLING YOU HOW MUCH THEY VALUE THEIR PATIENTS. After being on hold for 3 days trying to get through, I ended up having to drive there while my Mom waited to be admitted into a new assisted living facility 2 hours away because the necessary paperwork was never faxed in. After being made to wait in the office for over 30 min, the office manager finally emerged with the medical file and very rudely told me I had to understand that there is a NEW SYSTEM. That the system had bugs that were ironed out, but I HAD TO EXPECT that it would take time to clear up all the problems caused by these bugs. I cannot think of any business who would treat their customers like this, and still be in business. And these are not customers, they are PATIENTS. That was 3 weeks ago. For the last 2 weeks I've been trying to get one simple prescription form faxed to Mom's new facility. I have been on hold for hours, with no one ever picking up. Twice I did get through to an office assistant who assured me she would have this taken care of, but never did. The third time I did get through to someone I asked them to please have the PA call me when this was taken care of to confirm it. I never received a phone call and the form was never faxed in. Twice I called "The Physicians Line", was put on hold and remained there for over 45 minutes. Last night I was put on hold and left there for 45 min, until after the office closed and the staff had left. This morning when I called The Physicians Line and was asked to "HOLD" I said I could not and tried to explain why. I was rudely interrupted, told, she was busy checking in patients, put on hold in the middle of my sentence and then hung up on. Unfortunately, the doctors, physicians' assistants and nurses Mom was treated by while here were awesome. And the office staff may have at one time been kind and efficient. Clearly the "NEW SYSTEM" is an enormous and horrible mistake and should have been incinerated 2 weeks after its installation. The fact that it is still in existence speaks volumes about this facility's priority - certainly NOT their patients. I can only be glad I will never have to deal with this facility or office staff again.
1 7 years ago (06-04-2018)

The corporate leaders of Western Connecticut Medical have absolutely Failed in the implementing of the "new system?" This unacceptable change over has been going on for not only weeks but months! And has only continued to snowball. The great doctors and staff are doing their best, with the onus of this FAIL left on them to drown in. Absolute travesty this has come down to such horrible service and patient care.
1 7 years ago (05-05-2018)

I’m not sure what happened recently but they are having serious issues with their system/staff. I’m really happy with my doctor and the nurses are nice. But the follow through is horrific. CVS has called over 20 times to try to refill a Rx. I’ve called 8 times and been put on hold for over 30 minutes each time. And their online portal is a joke (and I’m a computer systems engineer). I still don’t have my basic Rx after over 2 months. I’m probably going to have to switch practices because of the inability to talk to anyone. Almost every time I’ve been in the practice someone has been at the counter complaining loudly. Originally I thought the complainers were crazy/unreasonable. Now I know better :( stay away until they fix their problems
1 7 years ago (26-03-2018)

I do t even want to give it a star but it is the only way to post. This place is just run by stupidity The left hand doesn’t know what the right is doing. I canceled he and will find a new practice. Just complete neglect to all their patients. This is a Dr office not a Walmart.
1 7 years ago (30-04-2018)

While my mom received good care from the medical stafffor the last 6 years, the implementation of a "new system" within the last several months has caused havoc in their office. Wait times of 35+ minutes on hold with either no person ever picking up or picking up, putting you on hold and never coming back. Medical records never forwarded despite following their procedures. Had to go in person to pick up. Office manager rudely gives them to me and says I have to be patient, there is a new system. SCREW the new system if, after over a month, patients are so grossly inconvenienced and underserved. Have tried for 1 week to get a doctor's order sent to an assisted living facility. On hold every day for over 45 minutes. No answer or was put on hold with nobody getting back on the line. Only once got to explain request and my request wad not understood by theperson on the other end and therefore not processed. 1. What kind of "system" can so disrupt patients for so long and still be in place? Is it the system or gross negligence of the staff? 2. They are not dealing with clients, they are dealing with patients. How can a physician's office operate so inefficiently and so grossly underserve its patients for well over a month and think it Is okay????? 3. When is it time to decide the PATIENT takes priority over the system?
1 7 years ago (06-04-2018)