Cooper Neurological Institute — Local services in Cherry Hill Township

I very rarely write poor reviews, but I am disappointed by the way I was treated at this practice today. I had my appointment scheduled for a while and made the 40 minute trek to Cooper after work during rush hour. There happened to be some traffic on Rt 130 and Rt 42. I ironically received a Cooper Mychart text at my appointment time (4pm) to e-check in, and I did so, selecting the “15 Minutes Away” tab.

I finally arrived to the office building at 4:15pm, rushed myself up to the 4th floor as best I could, and then waited for a few minutes behind a couple checking out. At this point it was 4:19pm when the receptionist (who was sweet) collected my demographics. She proceeded to tell me the office has a “15 minute grace period” for arriving late and that I was (albeit 3 minutes) “beyond it.”

Being a healthcare worker myself, I completely understand the importance of being on time to appointments. I take accountability for this. However, as a human being, I also understand that my own patients need me and (within reason) I will do my best to accommodate, because life happens.

Continuing, the receptionist told me she would speak to the doctor to make sure I could still be seen. She asked me to sit in the waiting area, while she checked out another couple. 5 minutes later, she called me to the desk and informed me the doctor (who out of respect, I will not ID) “could not see me.” It’s now 4:25pm. I left my house an hour ago and yet I haven’t even been officially checked into a visit.

At first, I was a little shocked and embarrassed. I apologized and asked if there was another physician or nurse practitioner who could possibly see me for a quick visit. (Again, I have been having concerning issues and needed to have this appointment.) The receptionist, without asking anyone else, said that no one else could accommodate me.

This is where I feel a bit dehumanized… I assumed they must be closing soon if they surely couldn’t honor my appointment, and asked “Are you guys closing at 4:30? I understand.” to which she replied, “No, we close at 6…” I stood there (with muscle pain nonetheless) and looked around the expansive 4th floor waiting room suite… There was not a single soul in the waiting room. Not one.

I was asked if I wanted to reschedule my appointment with the doctor to which I confidently replied, “Absolutely not.” I will find a new doctor and practice that treats vulnerable human beings with humility. Not one that turns a patient away when there is a literal empty waiting room and 1.5 hours until closing. I truly pray 1. No one else gets treated like a soulless number here, and 2. Nothing is seriously wrong with me (since I couldn’t receive care today) because now I am inevitably going to have to wait another while for another neurologist...

The sheer lack of responsiveness, compassion, and the inability to access proper medical care at this facility is utterly unacceptable.

After enduring several months of waiting for an initial appointment, I was prescribed two tests and instructed to return in three months. It's laughable.

Since January, I've been diligently calling every month only to be repeatedly told that no appointments are available and to try again next month. After pleading with the scheduler, I was promised that the office would reach out with an appointment date due to the lack of availability. Yet, their callback only confirmed the grim reality: no appointments were available, with no guidance on what to do next except to continue waiting.

Adding insult to injury, I can't even have someone call me to review a negative find on my brain MRI. It's been one month since the results were released, and I'm still left in the dark without any follow-up explanation.

My CTA scan is at the end of next month. The location of the test was changed (along with the date) and no one thought it was important to tell me.

Regarding prescriptions... The doctor didn't send a pre-auth for my RX. contacted the office via message, and they said they would take care of it. 3 months pass - even the message EXPIRED. I called again - Thankfully - a kind soul at the office told me to come down and get a sample while waiting for the sort out. Then it was fixed in less than 24 hours! I asked then, today, and multiple other times for the doctor to call me back about my MRI.

This level of disregard for patients' well-being and basic communication is simply...

If I could give 0 stars I would. Every time I need my medication refilled it is an issue. Careless mistakes are made and then never resolved because it is impossible to reach the actual office of your doctor. Even my patient portal messages are supposedly “going to the wrong office” and need to be redirected every time. The phone number takes you to a mainline that is not your doctors office and you have to just hope that you not only get directed to the right location but that someone is available to speak to you or take your message once you get there. But even if you can leave a message, don’t expect a call back. And if your pharmacy reaches out for scripts or refills, don’t expect a response there either. I have had nothing but frustration, and migraines, since becoming a patient at Cooper Neurology in Cherry Hill because I quite literally can not get my medication to...