UCHealth Primary Care - Hilltop — Local services in Parker

I can't tell you how the care is because we never made it past the lobby. What I can talk about are the Policies. BE CAREFUL WHAT YOU SIGN...

(Patient Account.pdf) Says under authorization: I understand that any unpaid balance over 45 days will be assessed a Billing Fee of $25 and that I am responsible for all costs of collections including attorney fees, collection fees and court costs.

Most insurance companies take between 30 and 45 days to process a claim. (that's if there is not any issues) I have had several insurance companies over the years and there is always a problem with deductibles etc. I had 3 issues with the insurance company making mistakes and I would have been charged via this office due policies. I don't know if they would of charge me, but your signing the right for them to.

2.(Financial Policy.pdf) Says under Account Balances / Missed Appointments / After Hours Telephone Consultations / Forms Completion:

1.All accounts with a balance due over 45 days will be assessed a Billing Fee of $25

Same response above. You have no control over how quick your insurance company process things and there mistakes

Our office charges $35 for missed appointments not canceled within a reasonable amount of time.These charges will by your responsibility and will be billed directly to you. Please help us to serve you better by keeping your scheduled appointment.

I have 4 Kids and travel a lot on last notice. It's not my intent to ever miss an appointment but it's there determination "reasonable amount of time." what is that? hour / day / 2 days / 2 weeks? If your not running on time can I charge you? Discretion is in there court

3.Our office charges a minimum of $35 for telephone consultations initiated by the patient or by the patient’s guardian after regularly scheduled office hours. These charges will be your responsibility and will be billed directly to you

Are you a doctors office or a government agency? Ridiculous

Our office charges $25 for the completion of disability, workers compensation, adoption, and FMLA forms. These charges will be your responsibility and will be billed directly to you.

So it you get hurt, do good deed by adopting, have to leave work via FMLA, i.e family member sick, etc, you charge. I think if any of the above happens, charging you customer just isn't the best customer service..

As a family have decided to opt-out of being a new patient after we were given an ultimatum to sign or no service by the office manager. I explained why I had issues, but they did not care.

BE CAREFUL...

My husband and I have had Kaiser insurance for the past 9 years, recently my employer switched to Aetna. I searched and searched the internet, spoke with friends and received a bunch of different recommendations from everyone. We wanted a family physician's office that would care for my family of 5 and had great reviews. I found Hilltop, since it was close to our home we decided to try it out.

My husband was in a lot of pain and he needed to see a physical therapist but from experience with Kaiser we knew that we needed a doctor's referral so that it would be covered by our insurance. It had already been a couple months since our Kaiser insurance and we weren't able to get a prescription from our previous doctor any more. He decided to go to Hilltop since we wanted it to be our family practice. He was there early like the office girl advised him. When he got there she asked him what he needed to be seen for, he said his back. She then asked him if it was preexisting which he replied with yes. Before he was even able to see the doctor, the front desk girl, Sandy, told him she would not allow him to even see the doctor because "they are not a pain clinic". On top of this, instead of being empathetic about the situation she told him this as if he should have known or as if he was a child.

My husband called me to let me know. I called and left a message with Dr. Teter (I had a new patient appointment scheduled with her that very day). I left her a message and explain what happened. I received no call.

I expect better service at any physician's office. Customers should be cared for by all of the staff. If someone comes in to the office in pain then show empathy and ask probing questions to better understand their needs. Don't make assumptions that the customer in front of you is there to try and fix his pain, he might be there to get a referral. If you aren't able to see the person then offer options and do it with a smile. If you're going to run a business, know how to provide exceptional service. If a customer takes time to call and complain then respect that person and call that customer back immediately. This is why I only gave 1 star. It seems that this facility lacks respect for their...

Doctor and staff were friendly but I had issues with billing.

Short version - I was forced to pay over $220.00 for an online check-in with my Doctor after I was told he was more comfortable visiting with me online before going in for an actual physical, which was covered by my insurance provider.

Long version - I had been dealing with a sore throat for some time and hadn't had a physical in several years. I scheduled a physical at this location and informed the staff I had had a sore throat, which prompted my reasoning to get a physical. The appointment staff asked if I wanted to do an online meeting with my Doctor to discuss my throat or if I wanted to come in for a physical exam. I said I preferred an in-person exam because how can a Doctor diagnose an issue over the internet? Also, checking a patient's throat is pretty standard during a physical. I was then told that the Doctor preferred to have an online meeting before I headed in for my physical. I agreed as I thought this was required before going into the office. We chatted for less than 10 minutes and it was essentially to confirm I did not have COVID-19. One week later, I went in for the physical, the Doctor looked at my throat, gave me a prescription and I started to feel better. Nothing strange right?

Four months later I got billed over $220.00 for the online meeting I described above. I called billing about the issue and was told twice that I was not "forced" to do anything, and that agreeing to the online meeting was my choice and that charge would not be waived.

I said I wanted to go in for an actual physical, but was told that the Doctor preferred to talk to me online first. I was charged over $220.00 for an online meeting with my Doctor for something that should have been easily taken care of one week later during my actual physical.

I normally don't write reviews, but this really bothered me. If you decide to go here, please be aware of what you're agreeing to so this doesn't happen to you.

I'm unable to comment on the "Response From Owner" comment below, but I followed the instructions and sent an email to the We Hear You team and have yet to hear back. It's been...