Worst office. Dr. Maholtra requested me to partake in a very time consuming journal, and then he scheduled me for a follow-up appt 2 weeks thereafter. But, when I appeared at my follow-up appt, Dr. Maholtra wasn’t in the office. Nor was I on the schedule for my follow-up appt. Then, Dr. Maholtra who said my prior dr doesn’t not have my medical records, and there is no record of me at my prior dr’s office. Conversely, I had do to the work for Dr. Maholtra’s assistants to retrieve my medical records from my prior dr. Then, I was charged for an appt that never occurred!
I have never given a review like this, but my experience has been so bad, I feel the need to make a review. After being a patient for a few months with no real solutions, I was annoyed, but still willing to try.
I had another appointment in June. I waited over an hour after my set appointment times to get seen. Tests were supposed to be done and I was supposed to get the results. My assumption is, they never tested the sample, because I never got a email, phone call, or results in the patient portal. I called for three straights weeks afterwards, trying to get results, trying to get help because of ongoing symptoms, and trying to get someone to call me back. I left voicemails on the line- where the voicemail says they will call back within 72 hours. I have never received any calls back to this day. I have waited 15 minutes on the phone, only to get auto hung up on. I have called different lines, and waited many minutes and no one has ever picked up. I would never recommend anyone go here. My doctor was Dr. Alok Desai.
My only positive is the front office employees were always very nice when I went.
Dr. Malhotra is great. However, I am giving only 3 stars due to very poor communication! I can never call to speak with someone who is actually in one of the offices. All calls go to a call center and sometimes it is difficult to understand the operator. I have called twice in as many weeks requesting my lab order so that I can get the bloodwork done before my televisit in just over a week. I also can not access a patient portal for a way to message the doctor. When I click the link, an error page comes up every time. I strongly suggest that Potomac Urology re-evaluate the way communication with patients is handled.
Professional courtesy absent! Very difficult trying to reach anyone at this facility via phone or patient portal. Been transferred to a number that hangs up after being on hold for over 8 minutes each attempted call. Not a good look!
I have been going to PU for several years when my doctor moved to their practice. Initially it was fine, but they kept moving the offices where I would have to go to get my procedures done. Once it finally settled on the Alexandria location, that's when the issue really started. A lot of last minute cancelled appointments, and don't even get me started on the wait times when in the office, it was routinely an hour plus before I got to see anybody. This last time was it for me - first they cancel my appointment a month or so ago (again the day before I was scheduled) and when I call to reschedule, they tell me that they are changing systems and to call back in a month. So I waited and called back after a month, scheduled my appointment, showed up and they tell me there was a mistake and the person I was supposed to see wasn't in today (this after having waited an hour in the office already). Doctors were good, but the massive churn of patients seems to be too much for the staff to handle and has been exacerbated by the change in the system.
I will not be going back, I have been a bit frustrated to begin with, but my most recent (attempted) visit has me willing to go through the hassle of finding a new doctor.
If you have patience and plenty of time to waste, the doctors were always decent. I know they won't particularly care if they lose me as a patient, as their waiting room is consistently packed, but I am done.
We visited Dr. Wong and unfortunately had a disappointing experience. He spent very little time with us, asked only a few questions, and did not seem to fully understand the concerns we were trying to explain. We did not receive a clear explanation of the condition, a treatment plan, or any guidance on the next steps. The consultation felt rushed, and we left without the information or reassurance we were hoping for.
I called to book for a urology appointment and it’s the worst customer service. The person was so rude and not helpful, also hung up the phone in between. This is unacceptable. The only reason I called them because I was referred. If this is how they treat the patients in pain then wow
Disaster. Was told to wait 5 mins outside in lobby area, and ended up waiting 35 minutes and then reception lady couldn't even figure out how to print off my referral letter from their slow system. Ended up waiting over 90 mins just for a piece of paper . Avoid this place if possible! Incompetence at its finest.
This place is awful. My mother has spent hours on the phone trying to have my dad's stent removed that they placed. She sits on hold for literally over an hour and then they inform her that they have cancelled her appts. It makes no sense. Absolutely horrible way to treat someone in their 80s much less anyone else. They say they will call her back and never do. Do not send your family here!
Dr. Lim and Dr. Mahotra were great -- the admin staff was incompetent. Even after calling daily (and stopping by the office once), it took the office 12 days to call with the results of a CT scan. kd
They just canceled on my elderly father and forced him to re-schedule to a date&time where he already has Physical Therapy. He just had a full knee replacement earlier this week.
He now has to cancel his physical therapy appointment because this office was too incompetent to stick to their original appointment time. Shame on you….do better than this.
The doctor was awesome! The office is a nighmare!! Impossible to communicate with. Their phone tree is a maze that leads to being disconnected. They took down their patient portal and replaced it with a product that won't even allow you to message the office. I've sent numerous emails to their patient navigator that don't get responded to. If the doctor wasn't so great - I'd drop this practice in a hot minute!!
I have been trying to get someone on the phone for a week. I'm not a new patient which is so frustrating. I had blood work weeks ago have heard from no one. I had an MRI and have heard from no one. You can't get anyone on the phone but their overseas service. They in turn switched me to another department where the hour long on hold started all over again. This morning someone said they would call me back in 10 minutes. That was an hour ago. I like Dr. Klein but the office is obviously run poorly in my opinion.
Since my original review above. I drove to the office to speak to someone in person. After telling her what I had experienced she apologized, understood, validated my concerns and let me know I wasn’t the only one. They had just gone to a new system and were having major issues. She booked me an appointment for the same week. Now that is customer service.
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