Not sure what is going on here but the cuts to operations can be well seen. Staff are no longer available to help you at the desk and you have to use iPads or go to the first floor for assistance. No more walk in lab appointments either so make one ahead if you think you need it. The care is still there with great providers across multiple specialties in one place. However, it's like walking into a mall on its way out. Care is great but the atmosphere isn't so much anymore. read more

Extremely poor service with the surgery department. Met with a very inexperienced surgeon who didn't know what to do and didn't know how to help. Instead of discussing my case with colleagues and the care team - this poor excuse of a surgeon chose to refuse service. Essentially my case was too complex for such a simple man. What an embarrassment for optum to employ bottom of the barrel surgeons. read more

United Healthcare should get out of the business of operating medical facilities. Since acquiring the Polyclinic the service has declined significantly,most of the doctors have left and the number of patients has declined by at least 50%. I think most of us who stay remain only because our doctors have stayed. when they retire or perhaps before given the poor quality of service , I will leave. I must applaud the effort of remaining staff who still try hard to provide good service in spite of the bureaucratic nonsense and procedures that Optum regularly implements which only makes things worse. Most of what they do appears to be for cost cutting reasons but in fact I would bet they are losing more money than the Polyclinic did! read more

I've been a patient at The Poly Clinic for nearly 20 years. The quality of service and care has plummeted since Optum took over Polyclinic. The check in process was atrocious, there's no longer an opportunity to talk to a person, only tablet check in, but the tablet has poor instruction and way finding. Paper signs on the waiting room walls are confusing and inaccurate. Funneled from a sunny waiting room with a view to a dark windowless one where the tech came out of the same hallway that connects to the pleasant room. The staff is welcoming and cheerful but they hampered by poor staffing levels and incredibly poor management and user experience redesign. If the management doesn't humanize and the experience and provide adequate staff levels and provide for human assistance for patient registration the quality of the service will continue to fall apart. The staff are fighting an up hill battle to provide good service and patient care without adequate staffing, way finding, user experience design, hospitality or administrative support read more

Only thing keeping me going to the practice is a couple of good doctors, who I'm sure will soon leave with every other good doctor. The setup of the clinic continues to decline every single time I come here, so I can see why the staff and patients are jumping ship. Their most recent in a series of bad management decisions is the downstaffing of check in they are calling "centralized check in" where patients from the entire massive medical building must check in using 3 kiosks downstairs. There was a pile up of confused elderly people that resulted in everyone running late to their appointments. The staff is running around all over the place as the support and nursing staff has clearly been downstaffed. Patients were exchanging exhausted glances and talking about how much we hated this clinic in the elevator. Some good doctors and nurses remain shining lights in this horribly run clinic, but even they are limited by the constraints placed upon them as far as ordering tests or scheduling. As someone with serious health issues, I would not reccomend coming here. They have denied me an echo for 2 years that is standard preventative health for my condition, a condition they refuse to diagnose or treat. I didn't realize this was anomalous until I got one scheduled in 10 minutes over the phone with Virginia mason. Patients beware- go anywhere else. P.s. I wrote this whole review from a patient room I've been in waiting for 30 minutes, because all the other patients are late coming from the central check in read more

Optum - Madison Center - Ghost town check in desks - Family Practice Near Me - Seattle, Washington

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This review focuses on the care from Dr. Pasumarty's office in Family Care. Awful experience with her team. The Dr. herself was actually good and attentive. She was very willing to hear my concerns and change the plan as appropriate. However, her team is absolutely brutal. When I asked about long times with a test, they responded 1-2 weeks when it was supposed to take days and had no answer when I asked how that was useful to the current infection. Second, for a simple MyChart question regarding post-infection recovery, they routed me to my PC doctor who routed me back to them. Just playing ping-pong trying to answer a simple question of "when can I restart light workouts." Do I really need to pay $400 for an office visit for that? read more

If I could give all of Optum clinics 0 starts, I would. Long gone are the days of the Polyclinic and the fantastic local care we received in Seattle. To say that Optum is horrendous would be a compliment. Doctors and patients are leaving in droves. And now I understand why. Not only are they overbilling and sending what seem to be high and bogus invoices while MyChart shows no balance, creating confusion and unnecessary stress. When you call them, you barely get through to someone. Patient care is on par with Dr. Mengele. I had to beg for labs that used to be part of my care as someone with an autoimmune they hold my medication hostage unless I have labs done frequently, yet they don't order them and then cancelled my appointment, after I waited 6M for it, to wait another 4M. read more

I've been a patient with inflammatory arthritis (non-radiographic axial spondyloarthritis) for many years and sought care at Optum (formerly The Polyclinic) after my previous rheumatologist retired. For several years, my care under Dr. Percy Balderia was stable, and I initially found him knowledgeable, conversational, and not rushed. Over the past year, however, my experience with Dr. Balderia deteriorated significantly, primarily due to communication and trust issues. My condition is one where objective tests often appear normal even when symptoms are severe--something inherent to the diagnosis itself. When my medication began failing and my symptoms started to significantly affect my daily functioning and job performance, I tried to initiate a conversation about what long-term disability might look like in the future and how to plan responsibly if my disease progressed. I was very clear that I was not asking to file paperwork or be declared disabled. Each time I raised this topic, Dr. Balderia became evasive and shut down discussion, repeatedly stating that "it's my job to prevent disability," rather than engaging in an open, patient-centered conversation. In later appointments, this escalated into interactions where I felt disbelieved, patronized, and dismissed, despite years of documented treatment and prior reassurance from him that my diagnosis was sound. What was most troubling was not disagreement, but the refusal to communicate transparently. If Dr. Balderia believed my symptoms were exaggerated, psychosomatic, or that my diagnosis was incorrect, I would have been open to hearing that. Instead, my concerns were deflected, and the relationship became adversarial rather than collaborative. Following this, I was pushed into a short-term workplace accommodation process that I hadn't initially requested, only to have the terms changed mid-process. Ultimately, I was told that the patient-provider relationship was "broken." Patient Relations later insisted on canceling my follow-up appointment rather than rescheduling or offering a neutral transition of care, leaving me between providers during an active disease flare. Living with a chronic autoimmune disease already involves a great deal of uncertainty and self-doubt. Feeling that your physician doesn't believe you--or won't speak honestly with you--can be deeply destabilizing. Unfortunately, this experience left me feeling abandoned rather than supported. I hope Optum seriously examines how chronic illness patients are treated when symptoms don't neatly align with lab results, and how discussions about long-term planning are handled. Patients deserve honesty, respect, and open communication--even when the answers are uncomfortable. read more

I have been a Polyclinic patient for years and have stuck with my docs there who have hung on after Optum took over. But they are leaving one by one. I'm now choosing to pay a lot for a concierge medical clinic with a primary care doctor I can actually get an appointment with within a day or two, and will spend time as needed to hear my concerns. On one of my last visits to Optum, which was the last straw, I went to the restroom by the lab on the second floor. As I was washing my hands, a lab tech wearing scrubs and a badge came out of a stall and went right to the door to leave. I asked her "Aren't you going to wash your hands?" She turned and looked right at me and walked out the door and used her badge to get back into the lab. There was no supervisor on duty to report this to. I reported it in my post-appointment evaluation and made a separate call to a a customer satisfaction line (which only took recorded messages) and asked in both reports to have somebody contact me. Nobody ever did. It is appalling that a staff member in a medical facility would leave a bathroom without washing her hands after using the toilet, and appalling that no one seemed to care when I tried to bring it to their attention. read more

Agree- this was once a well run place. The latest cost savings is electronic check in only when arriving to appointments. Use their electronic kiosk or your mychart app. Then it prompts you through several screens before checking you in. It was hard enough just to get to my appointment on time- why slow me down with this mess? Face ID wouldn't unlock my passwords on iPhone because I'm wearing new glasses and a mask. Checking in yesterday at PacMed was much easier- they actually have human staff. Bad job Optum. read more

Optum is a joke and is just out to profit off of people looking for care. They now charge you over $100 just to ask your dr a question on my chart and don't even bother to let you know this will happen. The wait time in the lab is over an hour with people standing around in large quantities. The bathrooms are disgusting. Wait times to see providers are horrendous. Gone are the days of high quality care when the polyclinic wasn't run by united healthcare and Optum. read more

Great care and excellent physicians! I have had a very, very wonderful experience with all the physicians at this facility in downtown Seattle! read more

If you like United Health Care then this is same just different name. Providers are good but front desk and misc employees are terrible and make many mistakes. Double check everything before you leave and get copy of after-visit summary. read more

This is the tale of a once very good health care orgainization becoming a very substandard health care provider. I ended my 50 year relationship, due to the revolving door for doctors. Optum just does not seem to be able to hang on to doctors whether it is primary care or speciality doctors. Tryin to resolve problems with an invoices with Optum is a real work out. At my age it is tiring for the answer to be: "check my chart". My Chart is a great resource, but it is not a substitue for a one on one conversation. At Optum one is just another cow at the feedlot. there are better resources in the Puget Sound Area. read more

I desperately wish that I had read the reviews before scheduling with the "new" polyclinic. This place is now a UnitedHealthcare subsidiary, and suffers from all the major issues of its parent company, with patient experience and responsible billing being the absolute lowest priority. read more

Great experience. We live 30 miles out and willing to make the trip here because the doctors are great! My 14-yo has been going here since she was an infant. She feels well taken care of by a team of medical professionals. read more

Stay away from Optum because they tried to charge me $700 for a routine physical after insurance. I tried to dispute the bill and Optum lies and persists. They want to drive profit instead of caring about people, because they are terrible people. read more

If there is a negative score here I would have put it. Terrible service. The filipina in the check-in is so rude and disrespectful. I was just asking nicely but her first words are already humiliating and it's as if I was stupid and dumb. It was only 7:45AM and her attitude is very bad. The filipina is small and she was also talking to another filipina and they were talking about me. I asked nicely but the responses are rude. No compassion at all. This person does not need to be in this kind of job. Terrible terrible and very unprofessional. Will not recommend or come back here. This is in the 2nd floor Laboratory. read more

Went to mu reg. Doc check up. Theres this employee name Jessica. She wears glasses, braided hair, . She is one of the rude person. Optim please be advise of this employee. When i tried to see her name she flipped it over too. She sounds all nice but man she have some evil talk towards customer. I wonder if she knows how shes treating others. People like that needs to be treated same way as her read more

I love Dr. Suzanne Parle-Pachera. She takes her time and listens. Most doctors do not do this these days. She genuinely cares about her patients. She also listens to things other than my health concerns. I told her I'm visiting NYC and don't know where to go. She recommended places to visit in NYC. She doesn't take new patients anymore. People love her. read more

I really like my PCP but due to some recent issues with their billing practices I will no longer go to Optum for ANY SERVICES. Absolutely horrible customer services, several back and forth emails, etc, etc read more

They are no longer allowing you to book appointments online. So what do you have to do? Call. So I call and am on hold for 45+ mins. As soon as I get a response from an employee, ding. They hang up on me. Now I have to wait and do it all over again. Ever since Optum took over the Polyclinic I have had so many issues with scheduling appointments. The only thing that's good is the doctors. Too bad you can't actually meet with them. read more

they are the worse ! They bury me in their promotions and solicitations and I am unable to find anyone to help me. The women at the switchboard on 10/28/25 at 8 AM was the rudest phone operator I have ever experienced, she could care less about my concerns, she was rude and angry and condescending and would not help me, just passed me on to another phone tree, twice in a row. I will never work with Optum again. read more

Drove over 40mins. I was late but still under grace period and they cancelled my appointment..... wasted gas and time with my child.

OPTUM'S WALLS HAVE EARS... In case you didn't know, the notes for your visit to this clinic and possibly others might be written by a "listening" AI; hopefully, not a deranged, learning-impaired AI like the one listening in on my recent visit to the Madison Center. No surprise; a quick search shows that it's increasingly common. UW Medicine is doing it, but a recent article says their providers ask first and numerous others from professional journals advise doing the same. I don't recall anyone telling me up front and I just learned via MyChart message from a very kind Madison Center provider I saw a few weeks ago that he didn't write the shockingly inaccurate and insane office visit notes. A listening AI did. I'm used to inaccuracies in office visit notes - usually minor, even CYA omissions - and rarely bother to respond. But these...dear God! The notes made me sound like an incoherent eccentric and the doctor like a free-associating nutball who had never heard of at least one mainstream practice. My own casual experience with AI is that they're good for calcs but they can also conflate data in confounding ways and can get anything from drywall mud to what's safe to eat for certain medical conditions completely wrong. When I first read the MyChart visit notes a few weeks ago, I was so alarmed I corrected the factual errors point by point and asked the doctor to kindly amend them, or at least put my corrections on file. (NB: write Optum clinic director.) Had I known about the AI up front, I'd have recorded the visit on my phone - something I will do without fail from now on. Such inaccurate, even fictitious notes could have serious implications for followup care, medical insurance (a market dominated by Optum's parent company United Healthcare) including denial of claims, even legal matters. At the very least providers should get a patient's signature on a statement saying they understand an AI will record, interpret and write up the visit - like the HIPAA Notice of Privacy Practices and other informed consents we're all required to sign. Primum non nocere, remember? read more