Westside Family Medicine — Local services in New York

This review is hard, because I left the office in tears, but not necessarily because of the standard of care or because anyone was cruel. Nor because the news was that bad or outright nasty, but because the bedside manner was just kind of...off. The NP (not mean or consciously rude) immediately after feeling a lump I was concerned about, only said, "Ooh, we wanna do an ultrasound on that one," and then did not elaborate. When I became nervous about the possibility of it being a problem, she noticed I was scared and started walking it back, and low-key scolding me (?) about being nervous. Saying that my mood had changed because I misinterpreted, it's all just procedure, and I should calm down, etc, it's not a big deal, honestly we're only doing it because it's due diligence...only to examine it again mid-explanation and, after a beat of silence, repeat to herself "Yeah, this needs an ultrasound." She also told me she hoped that I had a virus, instead of something requiring an ultrasound which also terrified me when it turned out I did need it. I get the sentiment she was trying to convey, but I felt that not only did I have no idea what actually was happening with me, but also ashamed of being scared and unsure if I should be concerned or not. I felt unsure if my fear was valid, and the whiplash from the different tones and explanations did not really clarify that for me.

That said, they were VERY helpful in that when I called to let them know that the ultrasound place was unable to verify information for an appointment (still not sure why), they actually sorted it for me and managed to get me a scan appointment same day, which to my understanding is very hard to do. That was incredibly helpful in getting me a little more information and helping me not panic, and I truly didn't expect that. I appreciated that very much and to be fair, they really did seem like they didn't want me to leave upset - unfortunately the damage was done at that point.

I know this wasn't malicious or done to be hurtful. Likely it was because they meet lots of patients for lots of varying reasons and they frankly don't have a the time to consider things like phrasing. However the way the information was delivered was confusing and left me feeling negatively about my experience. I am not sure if I will receive a call back, if I will be able to meet this particular endocrinologist, or most crucially, what is actually happening and how concerning it is. Regardless of how it shakes out, I will never forget how confused, embarrassed, and alone I felt.

Also this is very minor in comparison, but two receptionists gave me totally conflicting information about how to connect with the doctor to go over test results. One told me I needed to make an appointment and I shouldn't have been told that the doctor would call me...as the doctor called me. I'm not sure if I was just exceptionally annoying or what but whichever is true (appointment needed or not) - please clarify to patients. I feel like a small note on the prescription for the scan would help clarify how the patient should expect their results and next steps, so the receptionists don't have to deal with patients like me bothering them!

To WFM, thank you for the care you provided and apologies if this offends anyone. I know everyone works very hard and doesn't do anything to intentionally frustrate or scare their patients. I just wanted to share my experience.

Edited to add that I don't think badly of the NP, and she did everything she was required to do quickly and efficiently. It's just that she shared some news with me in a way that scared me quite a bit and I left feeling a little shaken. In all other ways she was great and I was seen very quickly. The office was also very nice and check-in was...

Mixed review, because I appreciated the detailed approach of the P.A. I saw in diagnosing the underlying issue. She was quite good and I have nothing but positive things to say. My experience with a lot of providers is a lack of care for the root issue, and I appreciated that Talia Marcus thought critically about my symptoms and provided a range of tests to rule out possibilities. I also appreciated her carefulness in re-testing me 2 weeks later to make sure I had not developed a worse issue that could be damaging to my health if not caught. 5 stars for her, 1-2 for the practice and lack of communication between those handling logistics.

In terms of the staff interactions, the UES location was very pleasant and kind. When I went for a follow up on the UWS, the woman at the front desk was incredibly rude. I was a few minutes late (my fault completely, misjudging traffic) and I had ahead to let them know and they told me they would communicate to the provider and apologized. This woman at the front desk, when I arrived, berated me and had a completely unnecessary attitude. I understand if there is a policy for not being seen if there is a patient behind you, but there was not one and I owned my part in being late and let them know in advance. There was no policy she was trying to enforce, which I would have understood, just an attempt to teach me a lesson and make her frustration known. It lacked professionalism and basic human empathy, given I was coming in after being sick with these symptoms for 20 days in a state of frustration myself with the situation and feeling horrible for being late. This was especially frustrating for other reasons I am about to share.

After my first set of tests, it took 9 days to recieve results back in which time my condition had worsened. When I went to pick up my prescription, it was not available and I had to wait an additional 3 days because the pharmacy was closed when they did finally send the prescription. The delay was quite stressful, and my provider thought it may have even caused a worse condition (thankfully it didn't). I'm unclear why this took so long, so don't want to assume this is only one person's fault...perhaps a process issue with how the practice operates. When I booked a phone call follow-up, Qwell or the front desk continued to change the time without consulting me first. It is hard to tell if this is a Qwell issue, front desk issue, or lack of communication...

Negative stars if I could!

I am left with a traumatic experience from my routine physical with Kelsey O' Connell.

Physical was just routine, it seemed like she was only interested in filling out the questions on her online form, which is fine. She suggests HPV vaccine, which I decide to get.

Later I go to the area where they draw blood for my routine physical tests and to get my HPV vaccine. Two nurses are talking to each other - one asks the other if she know how to give HPV vaccine and when she sounds unsure, she explains to her that this is just like a routine flu shot and if she has every given one before? That's when I decide to not get my vaccine from someone who is just being explained how to give one. I say no to HPV.

The experienced nurse leaves me with the unsure one who fumbles a bit and then puts a needle in my hand - then inserts the already inserted needle a bit more again, then the needle slips out spilling drops of my blood everywhere on the floor, table. I scream and tell them to get Kelsey O' Connell. She comes there and tells me " She is a trainee and this is how they learn, they have to start somewhere." I am left flabbergasted. I tell them I am not their guinea pig and that I didn't sign up to get holes punched in my body so that their trainee could learn. She tells me to keep my voice low and reminds me this a doctor's clinic. They need this reminder more than me.

Kelsey then tells me that she can write me a letter to go to a lab and get my blood drawn. I am already here wasting hours of my work day for a routine physical and this is her advise. Finally the experienced nurse draws the blood from my other.

I am not sure if I was treated with this kind of rude disrespectful answer bcoz I was a brown person or if she is like this to everyone.

I would never trust this place again with anything and I am traumatized. People like Kelsey O' Connell should not be practicing!! And Westside Family medicine - shame on you for letting inexperience trainees traumatize your patients!! Everyone seemed overworked and were complaining openly in front...