American Family Care Calera — Local services in Calera

I gave 3 stars because I usually don't have an issue with the staff or their services. I've been coming here for months and usually have no issue.

Today, I had an issue with one individual and handled it correctly by speaking with someone over them. The African American female receptionist at the desk was very unprofessional, but rather than saying anything to her, I just asked the Caucasian receptionist next to her for the number to corporate. Her response was that she thought she needed to let her boss, another African American woman( with a very thin beard, no shade just for description purposes) know and go from there. I was ok with that. I honestly felt better with someone closer to her correcting her bc maybe she was having a bad day and I wasn't looking to get her into alot of trouble, just someone to correct her since she IS working a job that requires her to have better customer service skills. Keep in mind I didn't give the receptionist a hard time, I didn't approach her with an attitude, tone, or anything. I was genuinely confused at what she wanted me to do bc based on her demeanor and response to me, it was clear she had an attitude, so I didn't respond. The "boss" then came out to talk to me in private and acted as if she understood the issue and agreed on how the receptionist was wrong, said she'd handle it, and then walked away.I was good with that.

If you've been to this clinic, you can see the offices and the receptionists sitting directly in front of it. It is a very clear view, especially from where I was sitting. I noticed when she asked her to her office, just like I noticed when she walked out laughing. I ignored it initially, but then when she sat back at her desk, the two receptionists were laughing about the situation and looking in my direction. She was doing it on purpose as if to make sure I knew it was treated like a joke and not taken seriously at all. Right after that, an African American male, in mostly red clothing, went into the " bosses" office and kept looking at me and my daughter. It's was sad bc it was such a terrible representation on Afc. It honestly started to make me feel like I needed to leave bc they could be planning on retaliating against me or my child. Right after he left her office, a nurse assistant in all black scrubs with a natural puff went in the office, and as they were talking, she kept looking back at me. It's like they didn't care at all to at least be inconspicuous.

Clearly, the situation was handled poorly and without professionalism. It shows their lack of care for their patients. I noticed that several people complained of the rude receptionist, I thought maybe they fired her bc I hadn't had an issue until now. SMH

You all have to do better. If you don't like your job, go work somewhere else. Don't take it out on other people. I could have responded to that lady completely differently, and then you all would be looking at me like I'm the problem. I went about it the right way, and yall went out of yall way to let me know it's all a big joke. Again, not all of the employees are the issue, just a handful. you know what they say about one bad apple So I have time today. I'll be contacting corporate next.

Update: So initially, I gave a 3 star, but then I ran into another issue. So when I was leaving, I approached the Caucasian receptionist ( serenity) to ask for their last names so that I could put in a formal complaint with corporate. She refused and said it's bc she has kids. My thing is, why participate in a situation that could possibly cost you your job, but when someone takes the time to report it, now you're worried about your children. Smh.. I have it all on video.

The AA receptionist , who l had an issue with initially is Keiara, and the manager who " handled" it name is Eva. They refused to give me their names, Eva was aware that I asked and did not leave her office when I asked for someone above Serenity to talk to bc Serenity refused. As you can see by the video, I was not confrontational, hostile, rude... etc....

This pertains to a visit on Friday, 8/23/24 for a UTI (which thanks other underlying conditions I have gotten chronically since I was a child). The only reason I came to AFC instead of Eminence was the earlier opening time and I thought afc still had their in house pharmacy. Had I known they didn’t I wouldn’t have come to them. Let’s break this down.

The tldr; GO TO EMINENCE URGENT CARE INSTEAD - at afc 99% of staff are rude and talk about patients loudly while acting like they’d rather be anywhere else, they care more about money and fast turnover than patient care, the doctors don’t give you their full attention because you aren’t important enough for it, the nurses will not slow down to administer injections if they’re already trying to rush you out, they expect you to tell them how to do their jobs, and only the receptionist I spoke to was a positive experience.

The pros: -the receptionist that greeted me was super attentive and kind. I wish I had gotten her name because she was truly the only bright spot. -when I followed up about my medication not working, whoever I spoke to on the phone was attentive and did her best to get what I needed.

The cons: -from the moment I left the lobby, everyone I encountered acted like they wanted to be anywhere else. -The woman taking my initial vitals was interrupted by another employee who apparently needed her to come look at something that was not emergent and after that, I was rushed through the rest of vitals. -even though I was only the 2nd person in, it took them almost 30 minutes to come in to give a urine sample after I got to the exam room. -I gave the necessary samples and as soon as I got back to my room the tech handling them loudly started talking about it and had to be told by the doctor to come ask me if I had taken anything that could affect the sample (azo in this case) - patients can hear you. Come ask us before you assume anything. I was happily to explain what I had taken and when but the tech was rude and a bit standoffish over my answers, which were all true. -the doctor felt like she was half listening and didn’t seem to be fully focused on me. -come time for medications to be administered and for me to leave, we had discussed an injection, an oral antibiotic, and an oral painkiller. The discharge nurse knew nothing of the injection because the doctor didn’t call it in. When the nurse asked her about it, she said that she had forgotten because she was focused on so many other things. I could hear her clearly from my room. That doesn’t instill trust at all in someone I’m supposed to trust my health with. -after the injection was roughly given, I was rushed out of the room. I have fibromyalgia and because the nurse was rushing when she gave it, she caused unnecessary harm that has led to multiple flare ups. The spot of the injection is still very sore and uncomfortable which isn’t normal for me, having had this injection at least 3 other times this year alone. -after filling my meds and getting home, I realize the doctor didn’t call in the painkillers (which is basically azo x10) so I had to call back and get her to call them in. All the while I’m running on no sleep and am in extreme pain. -after I finished the antibiotics I realized the infection had not cleared up, which is normal for me. I normally have to go on at least 2 rounds of antibiotics. I had told the doctor this so when I called back to see if I could get another round called in, like they do at eminence, I was told I’d need to come back in to “discuss what I expect them to do”.

So I decided that if I’m going to have to pay another copay, I’m going somewhere I know treats me right. I went to eminence. And I never should have gone back to afc. Eminence is 30 seconds passed afc, they’re far more caring and attentive, my copay is the same, and they actually take care of you and don’t treat you like a number. When I went to eminence, I left with all the medication I needed the first time, and a referral to a urologist. They care....

I went in yesterday and had a terrible experience with the physician's assistant Ra'shun Connor. I'm still a little sick today so I will try to edit this comment to explain all that happened when I feel better. I just wanted to get the warning out so others don't waste your time and money visiting this clinic.

Edit: I may write more in the future because I am still processing what happened during my doctor visit and how and why things went so badly.... I'll start with saying that the main problem with this woman who conducted my examination did not even do an examination. She did not introduce herself to me, she did not look in my eyes, throat or check lymph nodes. She seemed extremely agitated with me and I am a very kind and quiet person. She seemed upset at my questions, speaking very loudly and talking loudly over me. I didn't feel that I had a chance to speak without being interrupted and she wasn't actively listening or even seeming calm. I have NEVER been in doctor/patient encounter anything like this and I am 45 years old and have 4 children and a husband so I've been in many medical situations over the years, from high risk pregnancies, to surgeries, to ER visits and had wonderful primary care physicians so I know how things are supposed to go at a doctor visit. Like I said I am still processing what happened so I may edit again to include more details. So the next problem with this woman is her acting extremely unprofessional, using a loud and intimidating tone with aggressive posturing. I know it sounds so extreme and I still can't believe this happened to me. I normally am treated with respect and try to treat others the same. I dress nicely and I speak clearly in a friendly, conversational tone. I don't understand what happened that day. I am still journaling about this encounter trying to make sense of why she was treating me like this, if I did something wrong that I didn't realize or if she just didn't like something about me. Also speaking to family to get their feedback and support. Normally I am not sensitive about such things, but I was afraid about my health issue and hadn't slept at all the night before which I did say to her. When you are sick you are not at your best and you feel so vulnerable sitting there waiting to find out if you will be ok. I don't know why she doesn't understand this and can't speak calmly or just try to be more professional in tone and demeanor. That would have been good enough for me. Isn't that a part of the medical training?

When you are in a doctor/patient situation you are expecting to receive CARE and compassion, not to have the doctor seem aggressive and find yourself in a defensive situation. I will never go back to this clinic but now I am always going to bring someone in with me in the future if I need to go to a walk in clinic where I don't know who the doctor is because of this experience. To be honest, I think I'm a bit traumatized by this. I never thought something like this...