Administrative Dysfunction Undermines Clinical Excellence…read more Having worked in a surgical ICU at a large metropolitan hospital for several years during my studies, I recognize what professional healthcare operations should look like. Dr. Mansourati and Nurse Practitioner Ducharme deliver competent clinical care and demonstrate solid medical expertise. Unfortunately, the administrative operations at this practice fall substantially below acceptable standards, fundamentally compromising the patient experience. In properly managed facilities, administrative personnel facilitate care rather than impede it. Here, routine interactions prove unnecessarily burdensome, and front office demeanor frequently registers as dismissive rather than patient-centered. When individuals are navigating health challenges, administrative friction compounds their burden and represents a failure of essential service. Particularly disheartening is watching capable clinical providers have their efforts consistently undermined by operational deficiencies. Healthcare demands collaboration across all levels. When administrative conduct works against patient welfare, it negates even skilled medical work. Until substantial improvements are made, I recommend seeking care elsewhere.​​​​​​​​​​​​​​​​

I would highly advise going elsewhere if you need to come in contact with Rebecca the "Office…read moreManager." From my interactions and perspective, she is abusive and quick to remind you she doesn't "have" to fill the medication she already confirmed you needed with your treating doctor. I woke up with pain radiating down my neck, spine, and arms to a point where I still can't move my upper body. I had been in to see Connie Ducharme a few months back for the same issue (less intense at the time). I called Fairlawn primary care this morning and asked for medication (not opiates) to help with the pain while I work on getting x-rays. I get a VM from Rebecca stating that my PA sent the script to a pharmacy I haven't used in years, which I had already updated with Fairlawn at my last visit, but THEY left it in the system. I called back and proceeded to ask if it could be transferred to my local pharmacy because I am in so much pain I can't drive long distances. I can't move my neck to switch lanes or sit up for long periods of time, etc. No empathy provided. Just Rebecca taking the phone and coming down my throat full force. Rebecca took the phone from the receptionist and proceeded to yell at me. "It's not Fairlawn's problem you have multiple pharmacies on file" - my response was "it was because I updated them during my last visit." I also reminded her that my prior medications a few months ago were sent to the correct CVS, why wasn't this one? She did not have any answers to my questions. She proceeded to say to me "every time you call you have an attitude." That is bullying and took me back. Especially because the last time I was in the office, Rebecca told me to drop her name if I wanted my boyfriend to become a patient, even though Fadi wasn't accepting anymore. Why extend that olive branch to a person that's always a problem? Gaslighting as its finest. Ethics complaint will be filed with the state when I am contacted with Rebecca's remaining details. Upholding patient autonomy, beneficence, and justice means respecting a patient's right to self-determination (autonomy), acting in their best interest (beneficence), and ensuring fair, equitable treatment for all (justice). My best interest was not acted in, Rebecca's was. Bullying me and threating to withhold medication is in direct violation with Rhode Island's Healthcare Ethics.