Ultimed Urgent Medical Care — Attraction in Santa Fe

There are better places in Santa Fe. Here's the deal at Ultimed... first, unlike at least Concentra, you won't be seen by a MD, but rather a Physician's Assistant (PA). This is not volunteered; the clinician who saw my wife didn't introduce herself. We didn't realize until we got the prescription we wrote and the front desk explained she was a PA. I'm not saying PAs aren't appropriately trained or experienced for the typical issues at an Urgent Care, just that you should know going in that Ultimed's clinicians are PAs.

Second, while the waiting room is beautiful, this is not an indication of the 'service' you will get. We arrived just after the 9 AM opening. My wife was the third patient, so we knew we would wait. We were brought into an exam room at 9:15, where a nurse took her vitals and got her chief complaint. We then waited an hour in the exam room; no one ever stopped in and updated us on how long we would wait, explain the delay, etc. Finally we asked how much longer and were told just a few more minutes. I discovered the reason for the delay: the 'doctor' (really the PA) doesn't come in until 9:15 or 9:30 because they don't want the 'doctor' waiting for the patient, it's better to have patients waiting for the PA. So, you're going to wait even if you're first and definitely if you're 2nd or 3rd, no matter if you get there at 9:05 or 9:30.

I have no disagreement with the evaluation performed by the PA. After she examined my wife and explained the options, she said she would write a prescription. We waited 5-10 more minutes in the exam room and a nurse said we were all done and the prescription and discharge instructions were at the front desk. The PA never explained what she had written, how often to take, etc. No apologies for the long time we spent in the clinic.

Oh, by the way, this visit costs $220 because it was a Level 2, because the PA wrote a...

Showed up Wednesday afternoon and got in really quickly. I was having asthma issues and I unfortunately had to take my 4 year old son who is on the spectrum with me. My son instinctively knew I was having problems and was a little bit more loud than normal. That seemed to really rattled the receptionist taking the triage that also let me know he was a “paramedic”. The visit with the PA went fine and she was going to order the two inhalers that I needed. I left and waited for the pharmacy to fill it. The pharmacy didn’t receive the orders so I had to wait till the next morning to call and ask if they would send in the order for my rescue inhaler. I never received a phone call so I called again, leaving another voicemail and no return call. I had to leave work early, get my son out of daycare early and drive far out of the way to ask the clinic in person if they would complete the treatment and send in the prescription. We arrived there, the front door is locked so a sign says that you have to call for them to let you in. They once again did not answer the phone call. So I knocked on the door. After a bit the receptionist paramedic guy very rudely opened the door (about 8 inches) and handed me a ball cap that my son had been wearing in the clinic the day prior then says “what you want something else?” I didn’t had to explain to him that I didn’t have a prescription at the pharmacy. He left without asking me and my son if we wanted to come in out of the heat or anything kind like I would expect a physicians clinic to do. We found out there was a mistake and the prescription was sent, but to the wrong pharmacy. When I arrived home to check the family email, they had sent an email out mid morning. This clinic is not very busy, but if you have an issue or have any questions and you need a return phone call, I would not expect...

I visited UltiMed Urgent Care last year while on vacation because my family was involved in an accident that resulted in my husband’s death. The purpose of my visit was to be examined to determine treatment for a cough that I developed hours after the tragedy. My experience with UltiMed left me with conflicting feelings about their services. The care I received from the medical staff was commendable, earning my appreciation and gratitude. I was also pleased with the facility.

Unfortunately, my positive encounter with the medical team has been overshadowed by the ordeal I have been facing with the billing department, which is atrocious. My insurance changed a few weeks after my visit, and I promptly contacted the billing department and provided updated insurance information. However, the billing department has proven to be uncommunicative and inept.

I finally received my first bill 9 months after my visit with a large amount due. I contacted the billing department to inquire about the total, but I was informed that my insurance was not in effect, and that I was responsible for the entire bill. I once again provided my updated insurance information. Another incorrect bill was recently sent, and my insurance has not been billed by UltiMed.

Despite my efforts to rectify the situation though emails and telephone calls and repeatedly providing updated insurance details, the billing department remains unresponsive, with the exception of an email weeks later, directing me to call a telephone number, which I did. No response.

It is now past the anniversary of my husband’s death and UltiMed has failed to process my claim and I still have an unpaid urgent care bill hanging over my head. All I want is to end this prolonged torment by paying the accurate amount for which I am responsible and move on...