Love my doctor but getting a prescription refill with Optum is a complete nightmare. The hassle is enough to make me consider care elsewhere. read more

I have been a patient of this location for about ten years. I started with them when the office was on Youngfield. My husband and daughters have joined as patients also. Since the retirement of Dr. Karen Kelly-Hemler and the subsequent take over by Optum, which is owned by United Health Care, patient care, customer service and follow up have all changed drastically. First of all, it is a revolving door of doctors, PA's, nurse practitioners, MA's, managers and front office staff since I started going there. Dr. Kelly used to genuinely care about her patients and demonstrated that each time I saw her, but now it's only about how much money the doctors and managers can squeeze out of each person who comes through the door. I absolutely dread when I need a prescription refilled because it can take weeks for the staff to reply to the pharmacy and approve the prescription especially if there is an issue with insurance, and that's if they don't require me to come in for an office visit first. I have run out of medication because insurance won't let me fill it too early or the office does not see running out of medication as a priority. When I've complained to the receptionist at the front desk they tell me that they are so busy and understaffed that they can't get to medication requests sometimes for several days or weeks, and no one sees anything wrong with this. I can just see the roll of the eyes from the staff when I ask how long something is going to take, as if I'm being unreasonable. Also, I recently had an issue with my insurance not being accepted and the doctor told me she had many patients that pay of out pocket but she took this as an opportunity to charge me $300 for a 10 minute appointment - surprise! The front desk receptionist told me that they don't usually take patients who don't have insurance that they accept and that I should go somewhere else that accepts my insurance. Changing primary doctors can be very time consuming but in this case I think that's the best advice I've heard. read more

I have been a patient with this clinic for nearly three years and I have only seen my primary care physician twice, each time for regular annual check-ups. I would highly rate Dr. Emily Hemler, but on all of my occasions when ill, I have never been able to see her. I have been pawned off to one PA after another after another. Because of this, I had no follow up for a repeated and serious on-going medical conditions. I came to the unfortunate conclusion that the clinic manager, Carrie, is more interested in protecting her staff than caring for her patients. read more

Something has certainly changed. They used to be really good at this location, but since 2022, you can see in the reviews they can't do better than 2 stars. I was there recently and was very disappointed. Chenelle is rude, talks fast, and seems bored out of her mind. She recently called me with lab results, and in a purely monotone voice, rattled off a whole bunch of numbers that meant absolutely nothing to me. When I went in, I met with NP Shockey. She too acted like talking to me was a complete waste of her time. What ever happened to customer service and caring for the patient?? When I first got in the exam room, Chenelle came in to do something (not sure what). "Pat" came in with Chenelle. She said "Pat" was there to make sure she did everything correctly. "Pat" sat there and scrolled through her phone the entire time she was in the exam room. Did Chenelle do everything correctly? Who knows? Pat sure doesn't! When you first walk into the office, there is a lovely message emblazoned on the wall just behind the receptionists that says something like "Excellent Care for Every Patient, Every Day". I may not have gotten the words exactly right, but the gist of the message is correct. Let's just say it looks nice on the wall. Don't waste your time going to this location. They certainly are not interested in wasting their time on you. read more

THE ONE STAR IS ONLY BECAUSE IT'S MANDATORY. Don't waste your time (and trust me, they will make you waste time.) Worst office ever. Waited 4 months for a "meet and greet" with a PA, then another 5 months for an actual physical, only to show up and find out the appointment was cancelled and I was never notified. Completely incompetent staff. But they have confirmed doctor offices care as much about their patients as they do about the chairs they sit their fat asses on. And that doctors are a waste of time and money. read more

Physicians are ok, however the front staff and lab offices need some major improvements. Front staff are friendly but unorganized and do not seem to communicate very well with rest of office staff ( even when asked by the patient to check in something). The usual lady in the lab is notorious for forgetting or not paying attention to people waiting for up to an hr in the waiting room and not putting pts who have needle phobia at ease. I had a fainting episode and the phlebotomist left me slumped in chair and did not so much as ask me if I was ok or needed anything let alone care for my safety. The office does not work together well and seems to operate separately and selfishly at the expense of the patient. Getting two stars purely for the physicians. read more

The PAs and MDs are good, but to get to them you have to go thru a horrific scheduling process (rude, talk over you, don't listen, aren't competent, very long hold times - 8th in line at 8am = 45 minute wait time) and the front desk staff (rude, unpleasant). I would recommend the New West offices on Johnson Road instead. read more

Decent-good provider experience, mediocre front desk experience, horrible sub par billing experience. The providers I have experienced from new west physicians have been strong knowledgeable and competent although inconsistent in what there scope of practice is but have strong self awareness around what is appropriate and what is not to provide medical advice about. Titles have ranged MD, FNP, PA. The front desk always looks like they are having a day from hell, but tend to be helpful when you ask the right questions. They are presumptuous especially when it comes to billing and tend lack extensive information about the implications of a visit or how it will be billed. The billing is by far the most unproductive and unhelpful medical billing experience I have ever had. That includes uc anschutz, st josephs, porter family medicine, porter hospital, and 4 other private practices. They regurgitate bills rather than explain them. The "patient navigator" had no idea what medical coding was, what the codes referred too, or why they were billed a certain way, or how and why my multiple ticks had or had not been resolved. Over the three years I have been going to new west physicians there has yet to be a 4 month period where there hasnt been billing confusion. Terrible communication between billing, the office, and the providers. The referrals I have received have been all over sporadic in there reliability accuracy and billing. As a whole my experience with new west has been disappointing and will not be returning. read more

They are nice people but very unorganized. They forgot to send orders, loose files and dont follow-up. If you need any follow-up and prescriptions, plan to be frustrated read more

front office staff and blood draw staff are judgy, so if you are a smoker with lung issues, overweight at all, or need sti testing, prepare to be treated like something they scraped off their shoe i instead of like a human being. it sucked, but was worth it to see my dr, who is great. when New West physicians had trouble with their phone system in september, i received multiple messages through their patient portal with updates about the issue and advice so my access to care could be uninterrupted. but when my provider left this practice, they made a business decision to keep the information a secret from her patients. not even a courtesy message letting me know that i would need to pick a different provider. i discovered this when, while traveling out of state for work, i needed a refill of a medication i take only occasionally for flare ups. i logged into the patient portal and found i couldnt send an email. it was not clear why. it was the next day before i was able to call during business hours. the office staff was rude about my request, and passed it off to a dr who was too busy to do anything about it until the following day. the medication is most effective when taken within 1 hour of noticing symptoms, so by then it was too late for the medication to help. so ive been walking around with cold sores on my face for a month because new west physicians wanted to treat my business like it was their property to manipulate for profit. they delibrately created a situation where i wouldnt find out my dr had left until i needed medical care in the hopes that i wouldnt have the time or ability at that point to switch practices. think about your other options for medical care, and if one of them is even mediocre, its a far better bet than new west physicans. read more

Great personal attention. Asks a lot of questions and addresses my concerns and needs.

can't get them to answer their phone. spent approx. half hour on hold on two different days this week. First time I hung up and redialed. Got their answering service saying the office closed at 4:30. Their website said they closed at 5:00. Tried again today and have been holding for 33 minutes. It is 3:24 currently and the website states they close today (Friday) at 4:00 pm. My advice is don't call them, they just don't answer their phones. read more

I have been a patient of Dr. Kelly for close to 20 years. She's the best physician I've ever had. I've also seen Molly Pickett, one of the PA's there for a few years now too. Both Dr Kelly and Molly really listen, and they care. They both have a pleasant personality and smile easily. They take their time with me and help me get to healing. I've had my share of health problems and they have always seen me through. The front desk has improved vastly. Andrea really is helpful. I love love love Dr Kelly and Molly and I am sooo very grateful to them both. read more

I am new to New West, I had a appointment today with Dr. Cynthia Rubio. She is an amazing Dr. She explains everything to us. Why she is doing what she is doing. I feel that I can trust her with my life. She is friendly. She answers all my questions. Has a great attitude. I would most definitely recommend her to anybody. read more

I've been a patient of this practice for 10 years now. My experiences have been 90% awesome. This includes my most recent appointment with Megan. I'm a big fan of women doctors generally and Megan was SO knowledgeable and helpful and a great communicator. Everything a healer should be. My primary doctor is Dr. Karen Kelly and she is also FANTASTIC. I highly recommend her; she tends to be booked several weeks or months out and for good reason. She's a great doctor. Years ago I had one bad appointment: the doctor got no cells from a screening but they charged me anyway, even though the test was null and void. They also refused to do another test, telling me I had to do it out of pocket if the insurance company refused to pay for another. That was a case of the patient being truly ripped off. This was over 7 years ago, and also I still did not switch doctors, because EVERY other experience was really great. They've done every other test I need perfectly and saved me a lot of expense by being clear and honest about tests I actually needed or did not need. They've partnered with me to really look after my health. These days as a patient you have to pay attention to how you're being treated by insurance companies and labs and medical practitioners, and you have to go to bat for yourself. But it's great to have doctors you can trust and rely on. That's why I've been a patient of Applewood Internal Medicine for a decade. read more

I absolutely recommend Dr. Helms for all your medical needs. She was incredibly attentive to my needs and had incredible bedside manner. She was so helpful and made me feel at ease the whole time. The whole staff is very efficient at scheduling and throughout the whole process. The facilities are great too - definitely a great practice. I absolutely recommend it! read more

Megan Beadle, PA.C and Tina have been wonderful with their care, concern, and expertise. The staff at this clinic are amazing! read more

I'm surprised by the bad reviews. I love this New West location. I see Dr. Melissa Helms (and her French bulldog Molly) and she is awesome. Have had great experiences with their PA's too. Scheduling is always easy and visits are very streamlined. Test results come back very quickly. read more

My first yelp review and it's only because I feel compelled to warn others. After many " second chances", I have to admit I should have found another Dr 4 years ago. The office staff are always rude and couldn't be less service or patient oriented. While I've only seen my Dr a few times...the various NPs are only interested in getting you out the door. After seeking care from another Dr. I now know that i didn't receive proper treatment a year ago. I had to enter a star read more

Dr. Janna Gelderman-Moffett is amazing. One of my best overall doc experiences in my life. She was friendly, thorough, answered my questions with expertise and in terms I understood and followed well. I never felt rushed and I feel like I was able to ask all my questions in a safe place. Would definitely recommend her! read more

Incorrectly read test results. Refused to refer me to an endocrinologist for a medical condition I have been dealing with for awhile. Instead they insisted I come in and waste more money at their office before they could refer me. I have a number of medical professionals (at all levels in the family) family who all suggested I see an endocrinologist. I only needed this referral because unfortunately they don't live in Colorado. If the medical care was good I wouldn't bother complaining about this but in addition to the above, the front desk staff was very rude. Their PA Teresa yelled (yes I do literally mean she raised her voice and yelled at me) at me for asking questions about why she was recommending what she was (again with medical professionals in the family and being a well educated adult, I wanted to understand why her recommendations were what they were and not just blindy follow advice). read more

I don't like going to the doctor, but Dr. Helms makes it so easy. She got me in and out quickly and got me in for an appointment last minute. She also gave me actual advice and information instead of just throwing pills at me. Hopefully don't have to go back anytime soon, but when I need a doctor I'm going to applewood. read more

If I was able to give Dr. Helms less than one star, I would. Her bedside manor is poor, she's dismissive, & provides generic answers so she can send you on your way quickly. (I've never spent more than 4 minutes with her.) When she examined my injuries from a car accident, she spent less than 60 seconds examining me and then refused to give me a referral to a back doctor because she believed I should go straight to a physical therapist. I literally had to beg her for a reference because I wanted to make sure my back was okay before having a non-doctor (PT) working on my back. I had been in a serious accident (my car was totaled and I was t-boned) and she didn't take it seriously enough to even have my back/neck examined by an actual spine/back doc before sending me to a physical therapist. (I also had hemotobes on my gut and bruises on my chest and breast.) I find that very risky and unprofessional as a PT could have done more harm without an evaluation of the injuries. Also - not the first instance with Dr. Helms. When I had digestive issues in the past she listened to nothing I said (all was lower GI,) and told me to take Prilosec. Really? My husband has also had the same experience and we are both leaving her practice. If you care about the quality of your doctor, Dr. Helms is not for you. read more

I have been a patient here for too long. In the last three years, they have misscheduled my appointments, twice,cand when I went there on they day they told me, they refused to help me. Even on a cancer screening! In addition, the front desk has been extremely rude, taking no accountability for their mistakes. One time I sat in the office for over an hour and when I asked what the hold up was, they said " oh, we makes you as a no show" . They, again, refused to see me that day, having to reshedule again. My primary care physician, I just recently found out, retired a year and a half ago!!! That's info a patient should know. To top it off... They actually LOST my blood. No joke. I was terrified to think where it must have gone??? To another patients results??? Eewww... Just too many bad mistakes. I am finding a new doctor ASAP!!! read more

This clinic has such a huge turnover of staff. Everytime I come in, I am forced to see a new provider. So frustrating having to form a relationship with a new provider every visit! Speaks volumes about the physicians, management, and New West Physicians. Finding a new clinic immediately! read more