I've been a patient since the practice opened. I'm not anymore, the last year dealing with the Dr's front office staff has been awful. The first issue, not refilling a rescue migraine medication that was in my chart, and not sent into the pharmacy at my annual appt causing me to go to urgent care. I called and she told me no we cant fill it, you have to come in, I was out of town. It gets filled every year, but wasn't sent that time. Next, letting me make an appt for an annual exam and them telling me at the appt, I may not be seen because they're having trouble with the insurance paying them. They accept my insurance. I asked, "are you telling me I can't be seen because you have a problem with the insurance I have?" I have prescriptions I need refilled. I was seen reluctantly. Now, again I need an asthma medication in my chart refilled that I have, but is expired, nope. Not even "we can refill but you have to come in." Just no and we can see you in a week. My asthma hasn't changed and we are in flu/cedar season. Urgent care again. So I've switched and asked for my medical records 3 times. I've been told they will send to the new practice, even though I've asked for my own copy. She has avoided my ask, and repeated "I'll send to your new practice". I have a right to my medical records. I know healthcare in Texas is challenged to say the least, but this is garbage.
A closer look.
Primway Medical, PLLC is a healthcare provider located in San Antonio, Texas, specializing in family medicine. This practice offers a range of medical services for patients seeking routine care and treatment. With a current rating of 4.6 stars based on 557 reviews, Primway Medical aims to deliver quality healthcare to its community.
Business Overview
Situated at 11345 Alamo Ranch Pkwy #202 in San Antonio, Primway Medical is open five days a week, offering services from Monday through Friday. The practice is closed on weekends, allowing staff time for rest and preparation for the upcoming week. The office hours are consistent each weekday, running from 8:30 AM to 5 PM. Patients can reach the practice by phone at +12106889190 or visit the official website for more information.
Appointment Availability and Booking Experience
The process of scheduling appointments at Primway Medical has received negative feedback from multiple reviewers. Several patients noted difficulties when trying to secure a timely appointment or having issues with their bookings that were not communicated effectively by the staff. For instance, one patient reported being told at their appointment that they might not be seen due to problems with insurance payments, despite having an appointment scheduled. This lack of communication around availability has left some patients feeling frustrated and undervalued.
Poor Communication during Booking
Multiple reviews highlight ongoing concerns about the communication skills of the front desk staff regarding appointment scheduling and overall patient management. One reviewer expressed disappointment after arriving for a scheduled appointment only to find that they had not been checked in properly due to staff error. This resulted in significant waiting time and ultimately led to the need for rescheduling, an experience echoed by others who faced similar situations.
Wait Times and Patient Experience
Wait times at Primway Medical have emerged as a common theme among patient reviews. Several individuals reported extended waits beyond typical expectations for their scheduled appointments. One reviewer recounted waiting over an hour before checking in with staff only to discover they had not been properly registered. Such experiences contribute to growing dissatisfaction among patients who feel that their time is not respected.
Long Wait Times Reported
The recurring issue of long wait times has been highlighted by several patients who were dissatisfied with how long they had to wait before being seen by a healthcare provider. This situation often exacerbated frustration surrounding appointment management and communication within the office.
Staff Interactions and Front Desk Management
The interactions patients have had with the front desk staff have been largely criticized across multiple reviews. Many expressed that the front office team lacks accountability and effective customer service skills, leading to negative experiences during their visits. Reviewers remarked on instances where they felt dismissed or ignored when approaching staff about their concerns.
Lack of Professionalism Noted
Numerous patients indicated that professionalism was lacking in their dealings with front desk personnel. Comments ranged from feeling unacknowledged while waiting for extended periods to receiving inadequate responses when seeking assistance or clarification about their appointments and referrals.
Billing Concerns and Insurance Issues
Billing practices and insurance management have also drawn criticism from patients who struggled with getting necessary medications refilled or obtaining referrals through proper channels. Two reviewers specifically mentioned challenges related to insurance communications, which raised doubts about the administrative capabilities of the practice in handling such matters effectively.
Challenges with Billing Processes
This theme resonates with several patients who reported complications concerning billing inquiries or medication refills linked directly to insurance coverage issues. These experiences contributed further to their overall dissatisfaction with service delivery at Primway Medical.
Rating Summary
The current rating for Primway Medical stands at 4.6 out of 5 stars based on 557 reviews. While this rating may suggest positive experiences for some patients, it is essential to consider that all recent reviews analyzed reflect negative feedback regarding staff interactions and administrative processes.
Hours and Availability
Primway Medical operates Monday through Friday from 8:30 AM until 5 PM, providing consistent weekday access for patients seeking care. However, the practice remains closed on weekends, which may limit availability for those requiring urgent attention during these times.
Location and Contact Information
The clinic is located at 11345 Alamo Ranch Pkwy #202 in San Antonio, TX 78253, making it accessible for local residents seeking family medical care. Prospective patients can contact them via phone at +12106889190 or visit their Google business profile.
In summary, Primway Medical, PLLC in San Antonio provides family medical services but faces notable challenges as reflected in recent patient feedback regarding appointment scheduling difficulties, extended wait times, unprofessional front desk interactions, and billing disputes. Prospective visitors are encouraged to reach out directly to confirm current availability and ensure seamless navigation through any administrative processes related to care.
What people mention.
Topic mentions in the imported sample, not a score for the business. A review’s star rating does not establish sentiment about every topic.
The local perspective.
So I thought long and hard about posting but I then read the other reviews . So today I had an appointment scheduled for 2:15pm .I was on time and was never called back or addressed with a reason why I had not been called back . I approached the desk with concern at around 2:50pm . I do understand that things happen and Dr.’s sometimes run over but it’s the front staffs job to inform the patients in the waiting area that maybe an emergency came up or the Dr. is running behind. None of this happened . I approached the desk and when I asked was I going to be seen because I had another appointment the response was “ what day would you like to be rescheduled?” WOW no accountability, accommodation , or hospitality. I called back when I was in my car to further explain how I needed this appointment to move forward with a specialist appointment. I asked for a call back from the Dr. by then end of the day . That didn’t happen. To the office rather this makes a difference or not I would like to let you know that your front staff is the face of the office . Meaning when patients walk in greet them , stop snacking and make sure that they are aware if the Dr. is running behind . I’m very disappointed . I hope this changes for the better . Looks like some coaching with the front staff needs to happen .
Really?! Your going to play that game. So, explain so to me why you keep calling me repeatedly leaving voicemails how " I am a valued patient and that your care is important to us". These calls are what prompted me to leave a review even though it warranted one years ago. I went in for a sprained wrist and a yearly. I was looking for a new PCP and this guy was in the alamo ranch area, so I gave their office my business to see what's up. They were decent enough until my last appointment. On that day I had a scheduled event one morning but when I arrived the office was closed. Figured I was mistaken on the time as I waited at their door looking through my emails for the appointment info, but soon other patients started arriving and their facial expressions confirmed I was not the only one confused. Eventually, an employee unlocked the door to allow us in and apologized for opening so late. Their reason was that they were celebrating the providers birthday elsewhere and it ran long. The fact that me as his patient came second to birthday party was just disappointing.
While I value the practice and help provided when I was seen, I cannot feel value in investing my time further here. Had an appointment scheduled today and although I was 6 minutes late, I signed in as directed. Over an hour later of waiting, I think to check in with the staff. Not unusual, unfortunately, as last time I too waited close to an hour to be seen, even while still having an appointment mind you. Staff informed me they did not check me in properly and that I would need to reschedule "because the doctor has lunch which he will be addressing after his current patient". The doctor would prefer to take a lunch than correct the issue his own staff caused. To not correct the problem and instead prioritize their own time is disrespectful and disheartening to see in a practice meant to help people. While I was offered options to move my own day to correct the issue, I was written off as a mistake.
**Update** My first appointment was amazing but front desk/other staff has changed and my daughter cannot get them to put in her referral. She’s called numerous times and this last time admin didn’t know they had to send it through insurance before the referring physician. The PT clinic keeps telling my daughter the office sent it to them but not through her insurance. She’s still waiting and in pain.
A sample of reviews published on Google. The overall rating may include reviews not shown here.
Time it right.
| Sunday | Closed |
|---|---|
| Monday | 8:30 AM–5 PM |
| Tuesday | 8:30 AM–5 PM |
| Wednesday | 8:30 AM–5 PM |
| Thursday | 8:30 AM–5 PM |
| Friday | 8:30 AM–5 PM |
| SaturdayToday | Closed |
Confirm holiday hours with the business. Times follow the directory’s time zone.
Right around here.
Get directions11345 Alamo Ranch Pkwy #202, San Antonio, TX 78253
Good to know.
How do I contact Primway Medical, PLLC?
Call (210) 688-9190. You can also visit their website.
Where is Primway Medical, PLLC?
11345 Alamo Ranch Pkwy #202, San Antonio, TX 78253
What are today’s opening hours?
Saturday: Closed. Confirm holiday hours before visiting.
How is this business rated?
4.6 out of 5 from 557 Google reviews.
