Concentra Urgent Care — Local services in Orlando

The facility operates at the bare minimum of expectations. I had a workmans comp case through them, and the communication line failed 3 times between them and my case worker.

The main issue was in the wording to me, "We will take care of that," to which my case worker had to question the 3 incidents and each time stating it could affect my benefits.

I would be more than happy to take responsibility for communicating information and do my fair share, if those expectation were communicated. However, what may appear common sense to those in practice for years is not for someone coming in new to it.

At the end of the day they get paid through workmans and my problems are not their problems. I understand they have hundreds if not thousands of cases weekly.

However, I urge any business looking for establishments to take workmans through to not go with their facilities until the owners come back through and re-comb over their processes and train their staff to stop "Passing the Buck," and take more ownership as well as Communicating with clients what they should be doing on their own behalf.

Small things like when I called to confirm my transfer of care to my Ortho I wasn't even asked or addressed by my name just simply told, "We'll take care of it." Then hung up on.

And I don't mean changing words to put up an illusion to clients. I mean actually changing behaviors to either follow through on updating people's files or instructing clients to do it themselves in a fashion that makes it apparent to them that it is in their best interest, because it is their benefits and the company has its own responsibilities with handling volumes of clients.

I urge the company to re-evaluate and train their staff in the basics of sales (principles like making the verbage to where the client has personal stakes) all the way to communication skills and active listening such as repeating what clients say outloud back to them so they are not only heard, but it binds the employees into social contracts to remain accountable for clearly hearing others needs and taking responsibility.

Otherwise the other healthcare providers that do follow these practices will eventually take the market (and already have/are) or the company itself will just stagnate while the market continues to change around it until it suffocates from its inability to evolve and adapt to consumer needs that are becoming more principle based.

Doctor Monroe is a straight shooter though, and has been nothing but excellent when I have...

This one is for Kimberlge and Hilda.

The facility itself seemed older, but was adequate and looked as though it was supplied appropriately for what the staff needed. It was clean and the team members were polite and professional. The wait time can add up quickly as it’s only walk-in (except for workers comp) but that’s not to be unexpected.

My reasoning for giving 5 stars is for two young ladies in particular. I had just finished a 10 hour night shift and needed to get a lot of pre-employment testing done (for a soon-to-be new job) before heading south that same day.

Basically without any sleep.

For part of what I needed done, I needed a mask for a fit test but forgot mine at home. I asked if it would be possible to return with it before heading south to which I was told I could, but that I’d likely have to wait for a while. I wasn’t looking forward to this but understood and was mentally preparing for what I had to do after while now factoring in the possibility of several hour delay tacked on to my day.

Fortunately with the help of Kimberlge and Hilda this wasn’t an issue. They understood my position and were able to find an appropriate mask that exactly matched and satisfied what I needed. Because of their help I was able to get done what I needed and get south in a timely and safe manner before sleep really hit me.

Big thanks to them for their customer/patient-centric attitude...

I arrived a little after 2 o'clock I express to the front desk person that I had an over and an hour commute And that I really needed to use the restroom soon. There was one person sitting in the waiting area I was asked to complete my paperwork and to wait in the car 20 minutes later I called them and ask how much longer that I really needed to complete the test as soon as possible. They told me a few more minutes. An additional 20 minute wait I try calling no one answered so I walked in Minutes I try calling no one answered so I walked in and asked them what is the process to reschedule I was taken to the back I explained to the person assisting me that I had a bladder lift and received some damage my body does not indicate time to release until the exact moment. After 45 min I was in pain from holding. The person assisting me was unclear about several things which made the process even longer. This was suppose to be rapid and they were unclear about what container and process. You do not make people wait unnecessarily never you don't know their story and it should not be a issue of control or power over people or an opportunity to control the wait time to when you feel like helping them. I shared my experience with a friend just venting and she sends her employees to that location and they have expressed the same thing prior to Covid it and now...