Breast Care Center @ Northside Hospital

This experience was just the worst. First, there is a check in desk with no attendant and no sign in sheet. One of the Cubicle Women had me write my name on a post-it note. Then you sit in a waiting area followed by a cubicle visit. This entails a process the same as checking in for a hospital stay, with lots of extensive typing, when you're just there for a mammogram. I was then told that I had a co-pay for this procedure when my insurance clearly states that the first mammogram any mammogram is paid in full. I had the stated information from my insurance company in hand, they also had their phone number to clarify, but instead they wanted to argue about what was clearly printed. Northside has still not refunded the payment from an erroneous up front charge involving my 2022 mammogram even though I have the printed statement from Northside that states they owe me the money. I brought this up and showed them the statement. They wanted to argue with me about that, too. The woman kept trying to code this mammogram as a follow up scan. This was my yearly exam, NOT a follow up to anything. Meanwhile, the cubicle next to me contained a young pregnant Hispanic woman who required an interpreter. Her financial history and payment requirements were, also, loudly broadcast across this strange room to everyone. She looked confused and frightened. So much for privacy laws. I was finally allowed to go for the mammogram only to wait for some time in a second waiting room. Eventually called back to a third waiting room where I waited for another 20 minutes. When they got around to doing the exam I experienced the most painful breast scan I've ever had - and this is my 20th year of doing these. The tech was rough with breast placement and proceeded to squeeze the breast tissue beyond reason, leaving me in pain while she took her time capturing the image. I'm not talking about the "wow - this is really uncomfortable" squeeze we all know, I'm talking vice grip, eyes watering. I was then sent back out to the waiting room while radiology read the images. More than a half an hour later I was called for more images and again subjected to this horrendous process. Half way through this I couldn't take it anymore and asked her to please stop. I then asked to see the radiologist to explain what we were doing and why. She told me that there was calcium in the scan and she wanted more pictures. I have long been diagnosed with fiber cystic breast disease, there is always calcium in the pictures. I asked her why this exam was so very painful and she just stared at me while the tech glared at me. After a good bit of back and forth, I agreed to the remaining scan and then "miraculously" the tech was able to do the scan without pain. Curious. I was told to wait again, and 10 minutes later told to get dressed and talk to the radiologist. She informed me that more scans and a biopsy were needed as it could be early stage breast cancer and then she noticed who my doctor is and stumbled over her words as she said, "Oh, but Dr. X likes to do his own follow ups." What? I have never had a radiologist opine on a medical diagnosis from a mammogram, much less go down the path of additional chargeable procedures. She has one job and it is not as my physician. I have never had a mammogram take 2.5 hours. I have never had a tech seem to take satisfaction in hurting me. Of course this is just my opinion, but after thinking this through I would venture that a Northside Hospital is engaging in unnecessary imaging as a profit center b Northside Hospital is double billing patients and insurance companies and c because I questioned the billing practices on the front end of this visit and made the doyenne of the front office angry, I was retaliated against. I left this place in tears.

I agree with the other reviews about the front desk staff. No customer service skills. When I came for an appointment there were two ladies behind the desk . Neither one even acknowledged I was present. However, the rest of the team was wonderful, from the admission rep and nurses to the the transport person and nuclear medicine staff. Everyone in the surgical suite from the receptionist to nurses and anesthesiologist were stupendous. Very kind and compassionate. I can’t go without mentioning my surgical team, especially the nurses on the 300 floor. Big shout out to every nurse and tech that cared for me after my bilateral mastectomy. They were attentive and encouraging. Overall a 5 star experience for everyone except the front desk staff in the breast center.

11:12am Update: I'm now 3 hours into my appointment time, still waiting here. They apparently didn't have the order from my doctor, despite me verbalizing that I was not personally bringing the order in with me to my appointment. I'm now not able to show up for a client meeting that was very important, and I'm pretty upset as one would expect. Why this office with weeks of preparation time couldn't ensure they had all they needed ahead of my appointment shows a lack of competence in operations and management as far as I'm concerned. 8:30am With multiple calls from the breast center to confirm my appointment and get info needed to register me, not one person gave me a heads up about where to park or not park. I show up early for my mammogram appointment, park in the Green Lot, navigated myself down to the lobby and asked personnel where the beast care imaging is...nothing but "oh girl that's on the other side of the hospital, you're far, you should drive over there". Well too late for that, I'd already walked far and my appointment time is almost here. I start walking in the direction they tell me. I stop at another lobby, two nice ladies tell me the same thing. You're far from that office. You sure you wanna walk? I keep running, some employees offer to help me get to where I'm going but I need a wrist band. Have to run back to those nice two ladies, get a band, and thank God for William the security guard! He personally escorted me to where I need to be. These two stars are for you Mr. William! Thank you so much for de-escalating things for me and saying you're not too far, I'll help you and taking the time to walk me down. We need more people like you. All in all, I feel this office should consider patient experience a bit more and give more guidance on the phone before an appointment.

The entire experience, at the Northside Breast Care Center, was poor. I waited in the Registration area while two staff members conducted obviously personal telephone calls and/or sat texting….. all while I was clearly waiting to be registered. The tech assured me that my images were sufficient when I requested radiologist confirmation. Three days later, I was asked to return due to poor images. When no one called to schedule the 2nd appointment, a call to the Supervisor and Manager were ignored until I filed a complaint with Patient Relations. When I finally spoke to the manager, I was told that there was an abnormality although that had not been previously reported to me. Apparently a nurse was supposed to call but did not. Northside is efficient with billing and ensuring payment but definitely did not express care or concern related to my health.

The front desk people are horrible at speaking with the patients. You need to have lots of patience talking to them because they will be very slow at making the appointment for you. They DONOT listen to the patient and does not like to repeat the specific information we would need to know. They HUNG UP on my call twice. They DONOT have ANY RESPECT for the patients. Northside Breast care center needs fix these issues with the front desk people or the patients will never be able to trust the hospital.

***update 10/22*** Updating this review to add additional info. After the terrible visit below in 10/21, when I received my mammogram results from this terrible visit to the Women’s center at the main location at Northside hospital, they found an inconclusive area in my right breast. I knew immediately it was because the technician was so rough and didn’t get correct images. I then had to have a diagnostic mammogram, which is not 100% covered by insurance. I went back to my old location at Northside Town Lake in Woodstock for this and wow what a difference. Even thought it was diagnostic mammogram and an ultrasound of my right breast it barely hurt, the staff was kind and caring. I had to pay over $800 for my part of the bill not covered by insurance only to find out it was nothing. I then had to have a follow up diagnostic mammogram 6 months later as standard protocol, which confirmed it was nothing, costing me another $800. So $1600 basically wasted because the original screening mammogram was not done correctly at the main Northside location. I can not express enough how terrible the main Womens center at Northside hospital is. If you’ve never had a diagnostic mammogram before the radiologist reads it the same day and comes in and gives you the results while you wait. Both times, 2 different radiologist looked very puzzled and said to me there is nothing there for us to look at, I can’t find anything in question, I don’t know why we are here?! While I was relieved to hear that news it was a total waste of my hard earned money. Please avoid the main location at Northside at all costs. It is worth driving a few extra miles/ minutes to another location. ****** Recently moved to the Vinings area from Kennesaw. I used to receive my mammograms at Northside Townlake Imaging in Woodstock where I never had any issues and always received great care. On 10/29/21 I visited the main location at Northside Women’s Center, the one in the separate building from the hospital. It was the most horrible experience. First they did not have a gown to fit me. I wear a size XL/1X. I was issued a small size gown along with all the women who were there at that time. I asked if there was a larger gown since you are supposed to leave the open part in the front and mine clearly would not close. There was no other larger gown available. So I took 2 gowns and put the second gown on backwards to cover myself up while waiting in the waiting area. I felt very embarrassed and self conscious. I never had this issue at the other location where they always had several size gowns available in the heated cabinet and women were issued a gown according to their size. In the waiting area there were 2 other women whose gowns did not fit properly, 1 of which was an elderly woman who obviously had some mental health issues and needed assistance but due to covid, patients can not have anyone with them in the waiting area. The elderly woman’s gown did not fit and her breasts were completely exposed and the gown open in the front. None of the staff or nurses offered her another gown or something to cover up and just left her sitting in the waiting area like that, I felt terrible for her. Then my technician was very rough and I left with red marks and bruises all over my chest and breasts, which I have photo evidence of. After the mammogram was over I was so upset by this terrible experience I complained to the supervisor who did nothing and just kept telling me they have several sizes of gowns available. I spoke with another lady in outpatient admissions on the way out who did give me the phone number for patient advocacy and I will be filing a formal complaint. I was in tears when I left and nobody even cared. What I witnessed and experienced was the most terrible experience and I will never return this location. They do not treat women like people, they herd women through there like cattle as fast as they can with no care or concern at all. They should be absolutely ashamed of the treatment they are providing. A total disgrace.

Kafka must have been able to see the future, because every time I come here I feel like I'm in one of his novels. From the parking to the registration process and the fact that scheduling and intake tell patients completely different things, this place is bureaucracy at its absolute worst. I preregistered on Friday and yet it's currently an hour past my appointment and I was just told that my doctor's order was not faxed over. There is a woman crying and screaming in the hallway because they lost her order and the dozen other patients here all feel pretty much the same way. I will not be returning to the Northside Misogyny Center again.

Today, I had 3 biopsies ...at Northside Hospital - Breast Care Center in Atlanta all on the same day. To say the least, I was terrified. But, two earth angels by the names of Dr. Heather Perlman and RN, Angela Newman made my entire experience one of pure joy with a multitude of true care and compassion for me throughout the entire experience. Angela cared for me each step of the way. She was my rock through each phase. She ensured I understood what was going to happen and made sure there were no surprises even when I was truly fearful of the next step. She even held my hand during each procedure. Dr. Perlman explained every step of the process to me with a warm demeanor and the skillfulness of a true expert. I cannot say how truly grateful that their entire team made my experience light hearted and filled with laughter and kindness. I want to thank Dr. Perlman and RN, Angela Newman for being the true heroes in our world today. True caregivers that do their job day in and day out not for fame but because this is their calling, to care for others. I graciously and humbly say thank you for the care you have shown me today.

I received excellent care when my gynecologist detected a lump. The medical staff and admissions reps were very kind. My low rating is due to something that happened some months later. I was contacted by someone that wanted to schedule a mammogram. I scheduled an appt. and the caller DEMANDED that I provide my credit card information as I could not receive care unless I paid prior to the appt. When asked what would happen if I waited and paid for the appt. I was told that I would not have the mammogram. The call originated from Davenport, IA. I looked it up and it is a company called 'Debt relief.' I have very good credit and am fully insured. My number was apparently shared as I now receive calls from them regarding Federal student loans I do not have any student loans. I contacted the office manager at Northside and she told me 'oh, they're not supposed to do that anymore' For this reason, I will not be returning to Northside. The staff is excellent, but the business tactics ARE NOT!

This place treats patients terribly! It used to be a great place but now the staff is incredibly rude and the wait times are insane! There is always a problem with the paperwork even though it’s correct. You can also expect surprise bills. STAY AWAY!