Reviews
I haven't experienced any of these negative reviews. I have always had positive experiences with scheduling and office visits. Staff is friendly and helpful, and the doctors, PAs, and nurses are knowledgeable and competent. They take their time and listen and show they truly care. I recommend them!!
Marilyn Marshall is an excellent doctor, the interior of the building is clean, wasn't much of a wait time either. New call system rolled in and I spent the last 20% of my phones battery and 40 minutes on the phone waiting to make an appointment only to be told the call center can't help me with an appointment. I can't even move, the call center tech told me the only option is to come in. Terrible call center taking their calls. No way to contact office directly aside from walking in. Covid is not an excuse for the call centers poor customer service. Thank you for helping me Marilyn, unfortunately I have to find a different doctor.
First and foremost I never write reviews but after my appointment yesterday I felt obligated. This was just an all around awful experience for me from the time I made the appointment. When you call to schedule it is never someone in the office it is people just looking at the offices schedule books and scheduling appointments. The woman on the phone stated she would not be able to schedule me for an in office visit due to the nature of the appointment with Covid-19 policies still in place. Disappointing but I understood and went forward with the appointment anyways. The Appointment was scheduled for a Monday 3 weeks out. I was looking to seek help about my on going eating disorder for the first time ever so this was already a lot for me to work up the courage to make an appointment and actually show up. Going forward to the Friday before my appointment a woman calls and states the type of appointment I have I need to come into the office and not have it over zoom which was much better for me and I agreed. She said my Dr. wasn’t available but Dr. Stewart will be able to see me and again I agreed. Move forward to Monday morning the appointment is at 10 am I check in and get called back a few minutes after 10. The nurse was the only thing good about the appointment very nice and made small conversation. She left and I then sat in the exam room for at-least a half an hour. I get a phone call and it was someone from the office she starts to say the same thing as the person that called me on Friday said—“we wont be able to take you over zoom but we can reschedule an in person.” So at that point I am just confused. I state I am literally in the exam room waiting for Dr. Stewart to see me— she kind of says oh okay and hangs up...??? Weird. Next thing I know 10ish minutes later the same woman that just called me knocked on the door and said I just spoke to you on the phone? I said yes and she says okay and closes the door. About another 5-10 minutes go by and the Dr. finally comes in she seems rushed and makes multiple statements stating you’re gonna have to come back and see your Dr. and you weren’t supposed to see me today?? I am honestly just confused at this point and it was very obvious she had no interest in any of my health concerns and I was just some big inconvenience to her day. Like I am sorry I have no idea what is even going on I never got an explanation as to what happened or how they messed up my appointment. I’d assume the woman I talked to Friday never officiated the change in the system. But regardless this was not my fault and I should not have been treated that way especially when I was already uncomfortable addressing my health issues. Dr. Stewart basically told me I needed to see a GI and said that I needed tests done today. She wrote on a note card left it on the table and proceeded to leave with the door left open. 15 minutes go by and I am still sitting there. I hear a nurse ask someone else what am I waiting on but no one came to acknowledge me. I walked out and will absolutely never return. Medical practices really need to do better.
The scheduling department is horrible. All my appointments have been via telehealth. They never informed me when I made the last appointment that they are now doing in person appointments. So instead of scheduling me for a telephone appointment they scheduled me for an in-person visit. So I missed my appointment which I was waiting several weeks for. When I called to find out why I never got the text message from the doctor i waited on hold for 30 minutes before someone finally answered....service in this office has gone down hill rapidly.
Extensive hold time when calling to make an appointment, then I was told the next available in office appointment was in July. I requested that an office manager call me, and the next day I was offered an appointment in the same week. My appointment was at the Crestwood office, and the receptionist is one of the rudest individuals I have ever had the misfortune to deal with. Monocacy Health Partners has really gone down hill.
The new call system is horrible! Consistently the automated service averages about 30 minutes for someone to finally answer. A couple of times the system hung up on me while waiting. Is there only 1 person at this call center? Monocacy Health Partner's need to do better! I'll be looking for a different medical provider if I can't even make a simple appointment. It's ridiculous!
After waiting for my Appointment the 3rd appointment they told me that they can not figure out how to set me up on a telehealth appointment with me using my computer. They said they can only do it if they text me the info and I have to use my phone. I explained that the internet does not work well on my phone and the last 3 appointments that I had the doctor had to call me to do the appointment because of my internet on my phone issues. While waiting for my appointment, the 4th appointment they called to tell me they have tried for 30 minutes to get my appointment to go through my computer and they can't figure it out.. I've never heard of any other doctors office having this issue. They said if I want an appointment I have to come in person. That's just one issue I've had with this doctors office.
Doctors are great. Client services, not so much. Used to call and get a live person. Now it's a call center where you listen to a recording over and over again and may or may not get a real person. If a person does eventually come to the phone, they might help you or they might put you right back into recording limbo to repeat the process of waiting while listening to horrible music along with the recording ad nauseum. It gets worse and worse while the recording says, "We'll be with you as quickly as possible." Ha! It's like a bad joke. It would be faster to make a special trip, drive there, walk into the building assuming they let you in and talk to the front desk. Ridiculous!
For your sake... seek help elsewhere. Expect VERY long wait and hold times, phone calls instantly “dropping” or “disconnecting” in the middle of conversations, and to be playing phone tag throughout your day. I’ve yet to be able to schedule an appointment with my provider after waiting an HOUR on hold, only to have the call drop or hang up. Very unprofessional. I’m concerned this conduct will have a very negative impression to the members.
Had a thyroid nodule biopsied here. The doctor was very thorough, using more needles than typical just to make sure he got an accurate sample. Took time out of his day late on Xmas eve to tell me it was benign. Best xmas present ever. Will keep them as my regular endo for annual checks of my nodule
