Just to start, I know that many existing patients seeing this picture will find my face quite familiar. While I know my opinion is not unbiased as the office Admin Lead, it seems not very long ago I was also in the position of looking through reviews to find a practice that fit my family.
My youngest kiddo, pictured here, will be an official adult next month. Despite graduating pediatrics, she has always loved her care here.
When I was on the hunt for a pediatrician, these are some of the things I wanted to know:
1) Can I get in for sick visits (or will I always be pushed off to urgent care)?
Being seen for a sick visit within 24 hours is the rule, not the exception. That means there are no gaps in your child's medical chart about the care they've received. There is even the option to self-schedule! It's important to keep in mind that it is a primary care office with primary care hours, but if the office is open, your sick child can be seen.
2) If my child develops a relationship with a specific provider, can they keep seeing them?
Oddly, this is something I didn't know to ask about until it happened. For sick visits, my personal philosophy is that anyone at our primary office is going to know more about my kiddo than an urgent care provider, but I found it strange that our previous provider wouldn't even allow us to notate a preference for who we liked to see for wellness and ongoing conditions. JT-MD is happy to connect you with your preferred provider whenever possible (which is most of the time).
3) Am I able to talk to a human?
I mean, that seems like an easy "yes" or "no", but in the age of AI and the endless phone tree, I really didn't want to have to press more than two buttons to speak to a person. One place I called during my search didn't even take incoming calls! You had to leave a message and be called back every time. JT-MD's phones are fully manned by JT-MD staff. The same goes for the text system. Any message that receives auto-replies (like the after hours message) are reviewed by staff during business hours.
4) Can I access information in my children's charts WITHOUT a trip to the office or a phone call?
Obviously, I am on the phone a LOT. I can't stop answering for 15 minutes just to obtain a copy of my daughter's shot records. The patient portal lets me see upcoming appointments, download shot records, review visit summaries, and send chart messages at any time of day. Super important to me since I manage this stuff for my family when most places are closed.
5) Are they responsive to feedback?
That office I mentioned above that didn't take incoming calls? They STILL don't have manned phones ten years later. Despite it being a primary patient complaint. Dr. Tomberlin works incredibly hard to balance the needs of the business, her legal medical obligations, and the requests parents make of her. She reads every review (hi, Dr. Julie!) and meets with her leadership team to determine if we are dealing with an incident, or a full issue. She also doesn't use tactics we've seen elsewhere like gifting things to parents in exchange for positive reviews. What you see online are the real opinions of real families!
6) Will my bill or insurance be handled by in-office staff?
While being part of the Privia Group allows us to negotiate insurance contracts as a larger entity, JT-MD still employs an in-house billing specialist and in-house insurance specialist. If something doesn't look right, it is one of our team members who is going to commit to the one-hour hold time to get answers to your questions.
7) Does the office overbook appointments?
This is one of those questions every office denies if you ask, but I personally build the schedule templates based on the provider's needs and can tell you this office does not overbook. On average, we set aside 30% more time per visit than most primary care offices. The other side of this coin is that the policy for no shows, late arrivals, and last minute cancellations is more strict than other offices. We simply can't "make up the difference" with extra bookings when scheduled appointments aren't attended.
8) Will my questions about my child's health be answered in a timely manner?
Questionnaires are sent in advance of visits which allows providers to start resource research earlier. Medical assistants double-check what was submitted by parents to make sure concerns aren't missed. If the problem is more complex than can be handled in your appointment time frame, you are given a dedicated follow up appointment when you check out rather than being left to get back to things whenever.
You can trust that when your child is seen at JT-MD, you are being seen by people who care deeply about the families we serve, by people who are dedicated to delivering the American Academy of Pediatrics high standard of care, and by people who give of themselves each day to make this medical home a comfortable one for you and your children.
I hope I get to meet you! read more