Generations Family PracticeWe care more about your money than you and your health problems!
I’ve been a patient for almost 7 years and found the care excellent and it was so comforting to know I had a good family doctor with caring staff. Dr Jones is a very nice man with good clinical skills. Unfortunately the caring about patients has changed and now the focus seems to be caring more about money.
I made an appointment for a surgical clearance on a Friday afternoon for Monday at 7:40am and when I showed up they said it was at 7am. They had no confirmation receipt of the time so the receptionist told me she would re-schedule me for 1:20pm. It turned out I still needed confirmation from my surgeon on dates, so they told me to call back and cancel if the date was not set.
The surgeon’s office calls me back at noon and could not schedule surgery so I call Generations and cancel the 1:20pm appointment – just they way they told me to. Then later I get a call from the office manager (the doctor’s wife) saying I owed additional out of pocket fees of $120 for FOUR no-show appointments.
Turns out clearance appointments are actually 2 appointments for a total of 40 minutes with the doctor. (When was the last time a physician spent 40 minutes straight in an appointment with you?) The new 2018 policy, that I did sign, stated that you have to pay for no-show appointments but says nothing about one appointment being two, misunderstanding about a scheduled time (they had no confirmation) and following their directions for rescheduling and cancelling.
I felt like I was set up to fail here – I’m racking up penalty fees for following their direction and they change the rules I know nothing about. I tried to explain to the office manager (doctor’s wife) and she became aggressive and accusatory to the point of bullying.
It was like trying to talk to a know it all teenager who thinks they are always right – exasperating. Told me “we run a business and YOU are causing us to lose money”. Now I’ve been a good paying customer for 7 years, I’ve referred people, don’t have a history of no-shows but now I’m a deadbeat. I’ve been a Registered Nurse for 35 years in ICU and know something about being responsible. There was no concern for me and how I was facing surgery in a few days – they just wanted those new policy no-show fees. Office manager (doctor’s wife) told me I was not treating Dr Jones fairly but she did say she would reduce the 4 no-show fees to one and was doing me a “favor” since I had a contracted obligation to pay the fees by signing their 2018 policy. (Read the reviews below from Dierdre, James & Jenny B- same kind of experience with the office/manager/wife).
Dr Jones also left me a message about a week later completely backing up his office manager/wife and added that they had gone back into my file and saw over the years I did have “one prior no-show”. Also said something about “listening to a conversation” and knows that I’m not truthful which I found a bit creepy and odd. I felt like a criminal and the police were reviewing my prior offenses. I don’t remember not showing up but it could have happened – been going to them for 7 years with no major issues till now. Also, I legitimately thought my original appointment was at 7:40am (I showed up) but it could have been a misunderstanding (on either end) and yes, I could be wrong. I was very upset finding out I needed surgery and called Generations right after getting this news – perhaps I misheard what was said. But is this how you want to be treated as a patient?
Neither Dr Jones or his office manger/wife understood the situation other than I was a no show. They did not understand a patient could be given or misunderstand a time (with no confirmation). They did not understand their office giving me direction and my following it was not me creating a problem. (Actually here, to be truthful, Dr Jones said it was not because I cancelled but I cancelled too late – but, his office never gave me a time to cancel by AND how could I know when the surgeon would get back to me?). They did not understand how being treated like this could cause someone to be upset. They did mention their new “policy” and “causing us to lose money” several times though.
Now I have to find a new physician, have surgery and wait to see what they decide to actually bill me. Sounds like my $30-$120 is a real show stopper and big investigation. My mother (who was also a patient) and I gave them much more than that over the years and my business to come would be more than $120. The smart choice (to me) would be look the big picture, not focus on perceived mistakes and act so militantly towards customers. It’s very disheartening to see this kind of behavior from a doctor’s office.
Generations Family Practice should have a new motto: We care more about your money than you and your health problems! I agree that they are a business and obviously need to make money but you don’t need to make your customers feel that’s all your after – that’s not good busines
6 Reviews on Generations Family Practice
Unbelievable. They also hold patients hostage from daily medication they need and make you come in for needless appointments just so they can collect a co-pay and bill your insurance before approving an normal refill.
If they did a full year refill like all other offices, this wouldn’t even be an issue. There are several other Family Practice’s in SE Gilbert, I would recommend you choose someone other than Generations Family Practice.
If you have the option to choose a different practitioner
If you have the option to choose a different practitioner, I would highly recommend you do so. This office used to be great, but a little over a year ago they made some changes to their providers and the way they run their practice and now all they care about is money – not the patients.
In the last few months we have had several poor experiences, including rushed visits, with a nurse practitioner actually telling me “we’re very busy today, we’re getting everyone in and out as quickly as we can.”
which is not true, the computer only does what you tells it to do.
They forgot me there, 2 guys came after me got called before me, very frustrating experience, won’t go there anymore. Waited for an hour for just blood work, was told that there was a computer order issue, which is not true, the computer only does what you tells it to do.
My doc sold his practice so I started back at Generations and I'm SO glad I did!!
I’ve been coming to this practice since I moved to Arizona 6 years ago. Love Dr Jones! Then was working at a different doc’s office so I was just seen at work if needed.
My doc sold his practice so I started back at Generations and I’m SO glad I did!!! I saw Heather Smith, NP and couldn’t be happier! She listens, she’s caring, and I appreciate her feedback.
I have cried on her shoulder when I wasn’t feeling well, vented when my teenaged twin boys were annoying me, and I love love love the fact that she’s a NP-being a nurse myself,
she appreciates my input regarding my care. I’ve referred friends to the practice and they see her as well!! Wouldn’t go anywhere else!!!
I would not go back.
Don’t get me wrong, Dr. Jones is awesome, along with the NP and other staff he has there EXCEPT for his wife, Kim. At first everyone was so helpful and nice to my children and I but then I was having financial issues and she sure flipped her script on me.
Harassed me with “legal” advise that she has no business talking about and when I tried telling her that I was at work in the middle of the store and could no longer speak on this issue she got even madder. A Few days after that call, I received a letter signed by HER saying that I was terminated from their care and office. Even if I got an apology from her, I would not go back.
Generations Family Practice Is Bad Service Provide.
I have been a patient there for a few months and although I have not seen Dr Jones personally, his Nurse Practioner Jenny Holliday is amazing. The office staff is horrible though not very friendly, espeically Kimberly.
She has no manners and is VERY rude. It’s like she does not have a filter on her mouth and she doesn’t think before she speaks and it all comes off very nasty. If it was not for Kimberly and the other girl who works the desk, I would stay with them.