Dr. Raley, or whomever actually owns, runs or cares about this practice, shame on you. The Stafford office needs work.
First, let me start by saying that I got excellent medical care with a healthy dose of compassion from Dr. Mangal, Aimee and Stephen. They are great providers, and you will not be disappointed with their care. I would give all of them 5 stars.
Unfortunately, most of the office staff is unprofessional, incompetent, rude and condescending. Over the past year, I've been in this office more than a dozen times and almost every interaction with the staff has been trying. Although the medical professionals are excellent, I've been able to find other outstanding providers in the area, so I've transferred my care. I may still have the same issues with another practice (as a practitioner pointed out) but I'm not going to settle for known one star service when I have options.
It took nearly TWO MONTHS to have FMLA paperwork filled out by my provider simply because the office staff wouldn't forward it. Cigna mailed and faxed the forms several times, as well as called. I politely followed up with several phone calls, emails, office visits and finally gave it to the provider myself. I was scolded for not going through the office staff!
Eventually, my husband got involved because I was too sick to follow up. The receptionist called my husband AT WORK to harass and verbally assault him because he was trying to reach my provider to plead for help. All this, as the patient, a PERSON, is trying desperately to get well enough to return to work to a job that could have been lost because the staff wouldn't forward the forms to the provider.
The same thing happened last summer when I had surgery through this practice. The poor surgeon was scrambling on the morning of my surgery to fill out my FMLA paperwork that had been there for a month. This left my mother with the task of taking me home, getting me settled, then running out to a postal store to pay to fax it to my employer. She didn't trust the office staff to fax it and jeopardize me possibly losing my job.
That's not even the half of it. I was charged twice for this paperwork service. This, after being told by the provider that I wouldn't need to pay since I wasn't able to work due my health. I paid over the phone, and then my husband was told that the fee still needed to be paid by the EXACT SAME PERSON that took my info the day before. So he paid again.
Over the past year, I have no showed on days that I was too sick to get out of bed. I understand the inconvenience to the practice and paid the no show fees, only to be told that I had to pay them again because my payments "weren't on the ledger". I have called to make appointments, only to be told that I would be called back (presumably to make sure that my provider would see me because of the no shows, which is understandable). After waiting for a few days without hearing back, I would be treated rudely for having the audacity to call again. The provider informed the staff that I should continue to be seen due to health issues that cause me to occasionally be home bound. My chart was updated with this information, and still, the next time I called for an appointment I was told that I was discharged from the practice. Again I had to wait for the provider to straighten things out with the staff, but still, no call back to make an appointment. I had to call them and deal with condescending treatment.
I've been told to come in to pick something up, only to get to the office and no one knows what I'm talking about. Forms that I needed for my job have been lost, found, and lost again. Unanswered emails to staff, messages not delivered to providers, voicemail and email to them not an option. My medical care was put in jeopardy when I needed emergency care and was told that I wouldn't even be allowed to make an appointment unless I paid $250 worth of fees that I had already paid. I paid them in order to be seen that day, and have found the proof of previous payment. Luckily, I had the means to pay and deal with the bookkeeping error later, otherwise, my health would have been in serious trouble that day.
On and on it goes, eye rolls and disrespectful behavior from the receptionist for having the nerve to go to the window to check in, etc. I've left several voice mails, emails and messages for the practice manager over the past few months, which have not been returned to this day. I've asked to speak to the manager while in the office, and was told that he was unavailable.
I've spoken to the providers who have told me that I'm not the only one to complain about the staff, they've been spoken to, but the bad behavior continues because they just don't care.
If anyone of authority at this practice wants to reach out to me, I'll name names and give more specifics. Your staff has my contact info. Good luck getting it from them.
Find another practice. It's sad, because the docs really are top notch. read more
