UM SMG - Primary Care at Denton

Reviews

• SH

  Sarah Hopwood

  Jul 8, 2025
  1.0
  I had a telehealth appointment today that was supposed to be 15 minutes long. They sent me eight reminders about it. I made sure I was prepared and had checked in and answered all the questions and set up payment the night before and was ready the morning of to make sure that my MyChart was logged in... Even though it makes you get a new code and then doesn't let you go to check the code without it asking you to put get another code in because you navigated away. And then someone called me at my appointment time and the link they sent me didn't work. The lady on the phone didn't know what she was doing. She kept talking to somebody else. The link she sent me was to create a MyChart which I already have. I explain to her that the link she sent me wasn't an appointment link, it was to create and account she just put me on hold without responding to the information. I'm sitting here after my appointment is supposed to be done on hold missing work. And then they get on the line and say they can't figure it out do I want to reschedule. Do I want to reschedule and miss more work.. no. Shouldn't you guys have actually sent me the link for the appointment and not to create an account. I told her the same thing four times and she didn't seem to get it. Shouldn't you guys have figured this out ahead of time to make sure you know how to do it. Shouldn't you guys have an IT person to help you. Rude and unprofessional. An office manager at a different location got on the phone eventually and I told her that they never sent me the actual link and within 2 minutes she had sent me the link. It's been 45 minutes since my appointment start time and I'm on video waiting for the Dr. , who is great, but this should never have happened. I had to call work and tell them I was going to be late. I missed an extra hour of work for no reason. Well, for incompetence and disregard for the time of other people. Every other person and situation I have dealt with there has been great, but this was just lack of effort and competency. No one acknowledged that this was a competency issue that they were going to address... They blamed it on the computer system. If you had been on the call you would very clearly see it was an operator error. No one took responsibility for the issue which means it won't get resolved nor did they apologize for the lack of preparation and competency- again just blamed an inanimate object--- but funny how someone else figured it out in under 2 minutes. Give that lady that couldn't do her job better training, a different job, or fire her. Practicing medicine always gives off an aire of entitlement... We are always at their mercy... You can wait on them for.. almost an hour now, but if I was late my appointment would have been cancelled. Double standard. And who's giving me my PTO back or paying me my hourly rate for waiting for no reason... No one, that's who. A preventable issue. No one cares. Life in 2025 healthcare.
• AF

  askmeforit first

  Jun 20, 2025
  1.0
  Had a bad experience with a lady at the front desk. Just 1, the rest were really nice. Im not exactly sure how to spell her name but I think it is Asha. She had an attitude and was talking down to the older patients that were ahead of me. When it became my wifes turn to interact with her I went up with hee, when she started with her attitude I had to put a stop to it. Another young lady helped us out at that point and im thankful for her.

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