At this point, I would advise people to go elsewhere. I've been a patient with them, and up until this point, I've been generally satisfied with their service. However, I ran into a major issue recently that left me feeling extremely disappointed and unheard. I was told that I could not receive even a single additional month of medication unless I physically came in for another appointment, despite informing them that I'm in the process of establishing a new PCP. It seems completely unreasonable that, after explaining this, they would refuse to offer any flexibility or assist in a timely manner. What really upset me was the lack of empathy or understanding. It felt like the company's policy mattered more than the actual well-being of their patients. I've been a loyal customer for a while, and a little flexibility in this situation would have gone a long way in maintaining my trust and continued business. In an age where patient care should be the priority, this experience was both frustrating and disappointing. I understand the importance of following procedures, but when it comes to patient health, especially in transitionary periods like this, a bit of compassion and common sense should be part of the equation. I really hope they rethink this policy moving forward, because their current approach certainly leaves much to be desired. read more

Do not use this clinic. It's disorganized, unprofessional and doesn't care about its patients. I'm a professor at Texas Tech -- my wife has been taking a very low dose of Lorazepam - a controlled substance -- for more than 20 years. When she doesn't take it, she feels sick. For the last three months in a row, Lubbock Primary Care has played cat and mouse with her prescription -- saying they'll fill it -- that they are sending it to the pharmacy -- and then not filling it on time -- leaving her without the prescription for several days. I don't like to see her suffer. But it does not seem to bother Lubbock Primary Care. It's like they don't know how these medicines react with the human body. Determined to make sure this did not happen again, I twice spoke to the receptionists at the desk at the office at 11007 Quaker Ave in Lubbock -- once in December and once in January. I also talked to a manager, and they all assured me that the prescription would arrive at the pharmacy at the time of renewal the following month. Just to make sure, my wife and I called five days ahead of time -- and the office staff assured us that the prescription would be filled. It wasn't. Today, I went to the office, and I'm embarrassed to say, I got good and angry in the lobby. A man came out and told me to calm down and be quiet. I told him being calm and quiet did not do me any good the last two times I was there and I thought anger might help this time around. I then sat and waited. Two staff members later ushered me into an office. They had a solution for me. But I first wanted to tell them why I was so upset. Why does any one get angry? Because they don't get what they want or expect. I expected that my wife would get her prescription without any hassles. That's why I visited the office twice before. I thought the whole matter had been settled. The two two ladies did not understand -- at all. In fact, they told me that Lubbock Primary Care had never promised to renew my wife's Lorazepam prescription. What? What? That's what I had been trying to communicate for months. Hadn't anyone in that office been listening? Why had no one told us that they weren't renewing Lorazepam? I mean, they renewed it twice before. And five days earlier, the folks at the desk said they were sending the prescription to the pharmacy. At the last appointment, Dr. Mikah Lust tried to persuade my wife to change prescriptions. But my wife has other medical problems she trying to deal at the moment and felt it wasn't the right time to make agitating changes and Dr. Lust did not press. No changes, therefore, were made to her meds and we were never told that Lubbock Primary Care was not going to renew the prescription. So why can't this clinic get its act together. Please, if you want to be calm and healthy, don't do business with these people. read more

I saw Hillary for 2 years before she left this office. When she was taking care of my treatment and check ups everything was amazing. However, she has since left and my experiences with the office have been horrible. I have severe asthma, and have been on a medication my whole life. I have not been able to refill it because despite me telling at least 3 providers in the office that the insurance needs a prior authorization they keep passing the buck and it has yet to be done. I had to go to an urgent care to get a breathing treatment because they would not do their job. Most recently, literally yesterday, I went in and Carlie diagnosed me with the flu (or rather some kind of virus) because they did not have a test in office to confirm. She said it could be the flu it could be covid but either way it's a virus.. I mean okay?? I guess?? She was supposed to call in medications for me, and when I got to cvs to pick them up she had refilled and anxiety prescription but did not send anything in for the actual flu?! Or virus that I may or may not have? Just find a different place, the care for their clients has done nothing but go down hill since Hillary left. There has to be better doctors in Lubbock. read more

This location got me in and out and also got my blood work done fairly quickly. It took me longer than I would have liked to get paperwork back from the medical professional but that was just because I was in a rush. Overall. I would recommend this location and was happy with the service when I was there. I would like to note a lot of the interaction I had was over the phone due to needing to be out of state after being seen read more

I'm so disappointed. I went in for a visit about a month and a half ago and was truly blown away by the standard of care and just overall experience I had. I saw Micah Lusk the nurse practitioner. She was so kind, knowledgable and I left feeling hopeful. I was given a prescription that I have been unable to obtain for reasons that are unclear to me bc the office more or less ghosted me after my appointment. The portal situation is plum pitiful so don't go searching for help, results, or an even a response there. Sure hope my thyroid ultrasound results were okay bc they have provided zero feedback. I call and call and all I ever hear is "I'll leave a message for the nurse" then it's just crickets. I'd like to stay with them bc my initial experience was so good....but come on people. Be fr. read more

Kim the office manager is the most condescending, rude, unprofessional person I have ever encountered. Inefficient doesn't even begin to describe her. She is the main reason I fired this place as my pcp to find another one. Claims from October still not handled. Took way too long to get refund for copays thar should have never been collected. And the director never called back to handle the issue. So unprofessional. read more

Went to get prescription refill. Waited for what seemed like an hour in waiting room. Prescription was supposed to be filled same day and was never called in. I called the following day to ask about the prescription and they told me that the prescription hadn't been filled because they were waiting on lab test results. I had already logged in to Healow app and viewed the labs prior to my phone call to the office. results were in. I told the woman I was speaking with and she said "oh, let me check again." Sure enough they we're in fact in. I asked again when the prescription would be called in. She said. Within a 1/2 hour.. The prescription was never called into the pharmacy. I called the pharmacy and they had no record of any prescriptions in my family name. So I called the pharmacy again on Saturday and they still had no prescriptions called in. Lubbock primary Care is closed on Saturday and Sunday. So now having To go a whole weekend without the medication and most likely Monday because of this. Very unprofessional and dishonest. read more

I had been going here a few years and had some minor issues with their billing before but just decided it would be easier to stay with them rather than finding a new primary care. Unfortunately, after my last experience I would much rather find someone new to treat me. I went in for my annual checkup where the doctor asked me some questions about my current health and I answered honestly. The doctor was very nice and recommended a couple things for me to try out and prescribed me more anti-nausea medicine. I ended up paying $52 out of pocket that day for my annual visit. A month later I get multiple calls and letters saying I have a remaining balance that I need to pay. I called Primary Care to inquire and they explained I was billed for 2 visits on the same day- 1 for my annual and 1 for a generic visit. I did some research and found out some doctors offices do this to their patients and it's extremely controversial. I talked with Primary Care and explained I had been a patient of theirs for years and always discussed my health with the doctors on my visits and they do make recommendations and prescriptions for me to try yearly but I had never been billed for 2 visits. The woman basically said sorry but we are in fact going to charge you for both and that is something we will be doing moving forward. I got to spend $120 on an annual checkup that lasted no more than 30 minutes (not even including what insurance had to pay). I would not recommend this Primary Care to anyone who disagrees with doctor's offices double billing because that's a new practice of theirs. read more

I've been a patient since they opened. Everyone that I have ever encountered when I go here are nice and friendly and helpful. From the front desk to the doctor to the nurse practitioners. It's always been very easy to get an appointment, I've never had to wait long when I arrive, and I'm always treated professionally and courteously. Dr. Shanklin always listens to any issues I have and addresses them. I just had two appointments in the last two weeks and I mentioned to the doctor that this is the only doctors office I've ever been to where I actually look forward to going to the doctor. Would give 10 stars if I could! read more

I have been a patient with this office for a few years now, and I have never had any issues prior. The doctors I have encountered have listened to me as a patient and helped me with my bipolar depression. Recently, I see Hoffman who gladly refilled my medications and seemed okay. I began having gi issues, and he told me to double the welbutrin and stop the other. I went back a few weeks later and told him I did not like the side effects of 300 MG of welbutrin, and I needed to go back down to normal dose and add the other medication back. I explained that the gi issue had not changed when the medication changed. He agreed and rushed me out the door. When I went to refill my welbutrin, I was told it was out of refulls. I attempted for two weeks to make contact and was told they would leave a message for his nurse, and I heard nothing. The pharmacy attempted to reach him as well and nothing. I left a message in the app stating all this and mad either clear I was never consulted or even told about the welbutrin being stopped. He attempted to call twice while I was at work the next day, leaving voicemail. I called back left messages and again nothing. I again tried, and this time, I was extremely overwhelmed, and i was patched to his nurse. She informed me he had left for the day. She salted he had called me the day pior and I informed her that was a lie. She then said he called you today, and I explained I was at work and that not all of us can have our phones at work. She then stated I was never on the welbutrin again told her that was a lie. She also stated there was no documentation of him telling me to take the 300 MG welbutrin. I again proved that a lie as I have the Rx with him as a prescriber. I told her I had been on welbutrin for over 3 years, and as of now, I had cold turkey been off for over a week. She said she would contact him and let me know. Hours later, I heard nothing! It called and requested an appointment with another doctor, and I specifically stated I would no longer be a patient of his. There is absolutely no reason to stop my antidepressants without my knowledge and especially without tapering me down. This is complete incompetence and disregard for me as a patient. He does not listen to his patients and makes me feel like a burden while I'm there. He is extremely rude and is absolutely I no help. read more

I've have been a happy patient with this place for about three years, and was incredibly disappointed to see they believe covid is over and the majority of their staff refused to wear masks, endangering other staff and patients. This is unacceptable and an irresponsible health risk that should not be glossed over. read more

I am very happy with choosing Lubbock Primary Care as my primary healthcare provider. They came recommended by a friend of mine. I have seen the nurse practitioner and physician's assistant and so far I have been pleased with the care I am receiving. read more

Amazing office staff. I always am received with kindness and compassion. All of the providers are very knowledgeable and helpful!

Horrible office professionalism. Insurance billing does not know how to do their job. The staff is extremely rude and disrespectful. It's too bad because Dr. Shanklin and Hilary are both great but it's not worth it to be treated so bad by the office and billing staff. read more

0 stars if It was an option. Scheduled me on a different day than I was told via telephone. Time is money and I took time out of my WORK schedule to arrive at the day and time I was told to do so to only find out the receptionist made the mistake.....0 stars read more

Sat in my car for 45 minutes for my 8:00 appointment. Front desk finally call to tell me that they are trying to get rid of the e check system and to come in and have a seat to wait even more!! read more

When I went in for a check-up, the receptionist told me that I need to pay for my deductible. I paid for it then and realized later that my insurance paid for everything. I called to get a refund on my payment and Candace (?) from the billing department told me that they will send me a refund check soon in a couple of weeks. I asked her at the time if I would be getting it within a month. She told me that they do refund checks once a month and it's coming up so I would definitely get it before then. I waited over a month and still didn't get a refund check. I went ahead and disputed the charge due to the inconvenience of having to call them over and over again. Exactly three months later, the case was closed in my favor. After that, I finally received my refund check through the clinic. I was confused as to why they would send me the check even though it was disputed and of course couple of days later I got a bill of $50 added due to "Chargeback dispute from global. Charged $50 for a returned payment." I did not understand why I was being charged an additional $50 even though there was never a returned payment. The clinic should have never even collected anything from me in the first place so why am I being charged for this returned payment fee? I called the clinic again to inquire about this charge, and this time the lady in charge of the bills was on the phone. She was simply rude and kept telling me that it was my fault for not waiting for the check (even though I waited well over a month). She initially kept saying that $50 wasn't added to my bill and then said that the bank is charging them $50 so I have to pay for that. She made an analogy of returned check even though this situation has nothing to do with a returned check. She did not make any sense and did not make any effort to listen to me. I called my bank and they said they never charged the $50. This is FRAUD. I would never go back to them again and definitely do not recommend this place. All they want is your money and they're simply so rude and unprofessional about everything. read more