Waiting area is very small. They ask you to verbally verify name, birthdate, address, insurance provider, doctor and lab test info. Screaming it through a plate glass partition. With all the identity fraud out there is this seriously the best that can be done? Receptionist told me "good luck". read more

Everything about this office is wrong. Can't see a doctor for months, can't get a refill through the portal without multiple requests. They were sent a request for medical records to be sent to Southwest and after a month, they still have not received what was needed for my appointment yesterday. I'm having to make multiple calls to do what a medical release should have done in a timely manner. If you are needing a doctor, find another place to go. Primary Care at Horse Gulch is useless especially if you have serious medical issues. I think their practice should be shut down. It's definitely not reliable or safe care. read more

Dr. Barry is an excellent physician. She found conditions that other doctors missed by listening and evaluating and doing the work-up. Detail oriented. read more

The medical care is some of the worst I've ever had. Care providers have no sense of humor or human decency. Care providers should be required to learn to be legally aware instead of reporting common words to undertrained supervisors. read more

Unbelievable staff incompetence. Similar to another review here, I had the worst trouble getting my prescription filled. Instead of simply connecting me to the right people, the staff played stupid games, such as rerouting me to the phone menu, putting me on hold for 15 minutes; basically showing their ignorance and poor social skills every step of the way. read more

The the staff there is very incompetent to get a prescription refilled it's like an act of Congress. The doctors seem to be OK when they're not on vacation. Their MyChart app is basically useless. I think I'm going to try to find another Doctor Who is on vacation all the time doesn't answer your emails. Doesn't follow up on her own suggestion. If I could give them a zero stars I would. read more

I literally have been calling all week to make an appointment and when they call back they don't give you enough time to answer or they just don't call you back. I'm having asthma attacks at night and it would be really nice if someone could help me with that but it looks like our health care system is too flawed for them to actually care about helping people. If I could take my business elsewhere I would. Instead, I'm going to continue to struggle to make an appointment as well as struggle to breathe. THANKS on a side note-- I DO like my doctor... but it doesn't seem like their admin is well staffed (or trained in customer service) read more

Summary: Rude staff, bad systems, and bad policies. -- Staff: Sandy who picks up the phone is so bad at taking care of people! She abruptly hung up on me. This came after I expressed astonishment that she couldn't give me info about their patient portal. Okay! It went approximately like this: Her: Would you like to fill out new patient forms online before your appointment? Me: Yes, sounds good. Her: Actually, you're already signed up for our portal. I can't provide you information about it. Call a different number. Me: I've been on this call for 23 minutes already, with 15 minutes on hold. I don't want to call another number. Can you just give me the info? Her: We can't do that once you're already in the system. Me: Can you just treat me as though I'm not in the system and give me the info? Her: I can't. I can't send you that link. Me: But you have my email, and you have the link. Can't you just email it to me? Her: CLICK! I spent then next hour and 40 minutes redialing and on hold (the system normally drops people after about 11 minutes on hold so this was many call attempts) to politely verify she really had hung up on me. She wasn't in the mood, and within 90 seconds hung up on me again. By the way, the first thing their recording says when you call them is "Do you know about our patient portal? For more info, as our staff." But don't expect the staff to want to help! The recording would have done better to tell the listener where that portal is. They have so much opportunity in the long hold time to provide information rather than just telling us every 30 seconds or so that someone will be with us shortly. -- Systems: Plus, their computer systems are horrible. Consider first that employees consider it hard to send an email. But second, their telephone system is terrible too. A couple days ago I tried calling with a question, and after being on hold for about ten minutes, the call disconnected. Today after the above conversation, I tried calling back, and again, after about ten minutes, the phone call went into a coma, going silent, without disconnecting. Here's the feedback I gave them on a survey once about the disaster that is their billing system: "All I want to do is pay my bill. First I tried at the physical therapy office where I receive treatment. They couldn't take it and told me to call. So I called the number on a bill, and I was told that company no longer processed payments and I should try another number. So I called the new number, but I got a voicemail system. So I left a message, got a call back, but the person told me she couldn't find my account, and she was still doing data entry to migrate some patient records. Finally I got a new bill in the mail that told me I could do online payment. Great! Except -- my old login for www.centura.org/MyCenturaHealth wouldn't work here. So I tried registering, but my password had too many characters. So I simplified my password, and then I got ERR_SSL_PROTOCOL_ERROR. This is a self-inflicted wound." Ugh. -- Policies: Oh, and I hate their policy of firing patients who don't come frequently enough. They require me to have a new patient visit because it has been a few years since my last appointment. And new patients get put on a different track than existing patients. So even before COVID, I had a three-month wait until an appointment would be available. I wish though that as a healthy person I didn't have an obligation to visit my doctor on some schedule they set or be punished. read more

When I first called, the person who answered wasn't very warm or helpful and didn't know if they took my insurance so asked me to call the main location to check. After I confirmed that they do take my insurance and called their location back, someone different answered the phone. Katie was her name. She was wonderful! She eased my initial frustration with her willingness to help and professional demeanor. She checked each location and Dr. they had to find the soonest appointment, which was less than a week out. There's certainly more to experience at this clinic before I'm sure it will work for us, but so far, so good. read more

Zero stars- if this were an option that would be my rating. My family was forced to switch to Mercy Family Medicine after the wonderful Pediatric Partners was suddenly out of network- we chose the Horse Gulch location because it's closer to home. My 16 month old has been here 4-5 times since birth and every experience has been poor. PA's that saw her were completely inexperienced with small children- didn't know her correct age at visits, each time we're going to consult with an MD over small issues like eczema. On 3 occasions after having long standing appointments we have been called to reschedule days before because the scheduled Dr. is on vacation. Today however, after our insurance changed (still in network with the office), I took my daughter in for an appointment and the older woman working the front desk at horse gulch took 45 minutes to check me in- was short, rude and after waiting all of this time, she informed me I had now missed my appointment. Appointment was at 10:30, at 11:15 she told me I now would be waiting for the 11:00 patient to come and check in- and sometime "after this", we would be seen. All due to her taking 45 minutes to put new insurance info. Into the system- completely incompetent. Other patients in the room who came in after myself & my 1 year old were shocked at what was going on. Each person commenting how displeased they always are with the horse gulch location and how absurd what was currently happening was. I did look at their website trying to find the name of this woman at the front- (she is one of two, the other being a bit younger and seemingly more competent), but her name was not listed on the site. I left after being told I would be waiting at least another half hour and (luckily), we are now back in network with Pediatric Partners so I was able to make my daughter an appointment there. Just beyond disgusted with the experience at horse gulch today and the older woman at the front. Cannot believe how poorly I was treated and her level incompetence read more