Ascent Family Medicine

The Doctors at this practice are ok, but the reception staff are unprofessional and if you have any issues or concerns, you can't get a call/email/message back from the admin staff if your life depended on it. The practice manager will literally refuse to return your calls/messages and then make it sound like somehow it was your fault. Many other people here have said the same thing so this isnt just my experience. Save yourself the aggravation and go to a competent practice with friendly people. There are plenty others to choose from.
Apr 8th, 2024

The Receptionist/Front Desk Person Anita is very rude and condescending. She gets even more rude and condescending when she is wrong and you politely explain it to her and explain her exactly what you are asking for AND why you are asking for it. She doubles down on and continues to tell you that you are wrong. And then when you politely ask to speak with an office manager about your issue, she will hang up on you.
Feb 28th, 2024

Horribly disappointed. Sent to COLLECTIONS for a bill that has been paid!!! This is, in part, the email I sent them on 12/15/23: "I am a fairly new patient of Dr. Raechel O'Kelley. I have only seen her a couple of times, yet I have been impressed enough with her to refer my best friend. I had my annual physical/blood work, and received my blood work results in the mail. It is not in a very user-friendly format for those of us not in the medical profession, and I had a question about one of the lines, as it said the levels were high. I called to ask for clarification, and was told to schedule a tele-health appointment. I did, and spoke briefly with Dr. O'Kelley, who answered my question. I was surprised to learn this was billed as an "office visit" and was charged as if I had actually gone in. Just to answer a simple question? I called the billing department, as I thought this must have been a mistake, and was informed that it was not. This was the first time I have utilized tele-health -- is this billed at the same rate as making an in-person appointment? In the future, how should I go about asking a question should I have one? Although I disagreed with the charge, I paid it through my HSA. It cleared on 11/2/23. I have now received a letter stating that I have an outstanding balance and that it may go to collections. What is going on?" ** It is now 3 1/2 weeks later and I NEVER heard anything back from anyone. And this morning, I had a nice little present in my mailbox -- a letter from a COLLECTION AGENCY. You have got to be kidding me -- you got my $53 back in NOVEMBER!!!! I tried calling the Billing Dept. (an out-of-country CALL CENTER) again -- funny how they act like they can't hear you and hang up on you when they don't want to do any looking into your problem. This has happened to me twice now. I will be filing a formal complaint with the appropriate regulatory agency. And looking for a new doctor. Shame on New West Physicians!!
Feb 1st, 2024

I have been a patient of NW Physicians for years and have been happy with them. But the way they have handled a recent health issues with zero urgency or any smidge of concern has left me no other option then to share what has happened. Two weeks ago I broke out in hives, they prescribed me some medicine to help the inflammation. It worked until the prescription ran out and the hives came back. I called them Friday morning to get the scrip refilled so I could help with the rash, and to get another appointment to follow up and dive deeper into the issue. I was able to get an appointment for the following Tuesday. I was also told that since I had an upcoming appointment they would refill the prescription to keep the rapidly spreading hives at bay. That seemed like a good plan. I followed up with the pharmacy a few times, but they had yet to see the script come through. So at 430pm Friday, I called back multiple times, to inquire why the script had not been sent in when I was told it would be done my mid afternoon. The parson on the phone told me if I needed it so badly that I should go to urgent care. And that instead of putting me on hold to walk down the hall to double check, the best they could do is send another message. While I could not believe these responses, I figured, fine, it must have been a busy Friday and they would push the prescription through before close of business. So I called the pharmacy the next day (Saturday), they still never got it. And I have just called again on Monday only to be told that it was never a guarantee the prescription would be ordered and that they will just wait until my appointment on Tuesday. Healthcare should be reliable, if you say you are going to fill a prescription then it needs to be filled! This is a completely unacceptable way to handle patient needs. At no point in any of my interactions with anyone on the phone did I feel care or concern. I was an inconvenience in there day, and any need that they could not simply push off to someone else was a bridge too far. If are looking to build a relationship with a doctor that will work with you and address your healthcare needs, I would not advice these folks.
Dec 24th, 2023

Dr. Zonca has been my PCP for 13 years. While my interactions with Dr. Zonca were helpful and professional, I have not seen him personally in the last decade. I, like others who have left recent reviews, have been seen by various doctors and PCP's in the practice, and my care has been inconsistent as a result. Communication with this office is clunky and slow. The most recent and egregious examples are that I have been waiting for over a month to receive some essential test results in order to receive a new medical device for a chronic condition and have received no word back. I learned from my wife this week that the office no longer partners with my insurance and we are thus no longer patients as of December 1st. We received no notice of this change, and we learned this when contacting the office for a separate matter. This is unacceptable. Billing cycles are inscrutable and unpredictable. I get bills months after visits. This makes it hard to accurately maintain a household budget. In summary, I recommend looking elsewhere if you are expecting consistent care, timely communication, and professional courtesy.
Dec 20th, 2023