Highlands Family Medicine - Denver, Colorado

Josephine Richardson

I needed my asthma medication refilled, but the pharmacy didn’t inform me during office hours that my prescription required a refill authorization. Since it was after hours, I called the exchange twice. When the doctor on call named Andrea finally called me back, she told me I wasn’t listed as a patient. I explained that this must be a mistake, as I had been there over the summer. She responded, “Obviously not, because you’re not in the system.” I do not appreciate being treated as though I’m lying.

I went upstairs to find the medication I was prescribed during the summer. After I provided her with the date of my visit, she found me in the system and informed me that I was inactive due to an outstanding account balance.

I had visited the practice in July 2024 and paid my copay. Later, I received a notice that I owed $5. When I called the office to inquire about the bill, the woman I spoke with explained that my copay had increased. She mentioned that she wasn’t concerned about the $5 and that I could pay it the next time I came in.

It’s Friday night, and I’m out of asthma medication. Andrea suggested I go to urgent care or the ER for assistance. I appreciate the advice, but once I settle my $5 balance, I will be moving my entire family from this practice. This experience has felt callous and uncaring.

*UPDATEThis morning I received a call from an office assistant, sorry if that isn’t your title, Andrea. She provided the BEST customer service possible. The doctor on call Friday November 15, 2024 should take some lessons.*

melspeach

Such a lack of patient care and accountability. Quite literally each month I have to call almost a dozen times to get my prescription refilled. Some months, more than a dozen times. In the rare occasion they actually call the pharmacy to fill it, it’s the wrong pharmacy. This month is a new low where I’ve now gone two days, going on three, without my prescription. I have to take the time to call throughout the day to see if the provider has sent the refill to the pharmacy for which they tell me there is a request which will be filled by end of day, and they have not done so. The absolute worst to work with!

Also, they took over two months to send out a request for scans for a concerning lump they thought should get checked. Once I called multiple days in a row expressing urgency, they suddenly sent the request and I had a scan the following day.

Cannot express how horrible the patient care, or lack of is. Looking forward to finding a new provider.

Kristin Tonthat

Probably the worst PCP I’ve ever had.

They have an extreme lack of accountability and professionalism. They have lost my blood draws on 3 separate occasions, failed to run tests ordered twice, and forgotten to send new scripts or follow up on results at least 4 times in the past month. I find myself needing to follow up every couple days via phone or message to make sure things happen, which isn’t something you’d have to do at any other doctor’s office

The consistent “losing samples” and failing to run important health tests without notifying patients is a serious concern. I thought the first time was a fluke but consider me shamed for getting fooled multiple times.

I strongly, strongly recommend going anywhere else

Cailin Fisher

I'm not one to write negative reviews but this is one of the few. I had been a multi-year patient at this practice and had no issues the first year or so, then it went way down hill. Going for my annual check ups was fine but once I actually needed real care it was terrible. After sustaining a head and neck injury, they told me to "rest it off"...my symptoms only grew worse. I had a severe concussion and needed medical attention. I went to the office multiple times over the course of the first two months and everyone just kept telling me to "give it time". I ended up having post-concussion syndrome that lasted for almost a year. When I finally got the help I needed (at a different doctor), they said that had I nipped it in the bud and been appropriately educated on my situation early on, I could have saved myself from a lot of suffering. I was also told that the absolutely worst thing I could have done for myself during my recovery period was to lay in a dark room for weeks. On top of all that, I'm still facing chronic neck pain because I was never appropriately treated or referred out for help. When I finally started demanding help via referrals to specialists, the support staff was atrocious. None of the physicians they referred me to said they were receiving the referrals. When I'd call the office, they'd say I could come pick up a physical copy, and of course that they couldn't email it or send it via the portal, so I'd drive over the office and pick up a copy of the referral to use because they weren't capable of effectively/correctly submitting the referrals for me. The staff at the desk is rude and unhelpful. All in all, this was one of the worst experiences of my life and I have a great deal of resentment for the way I was treated and the quality of care (or lack thereof) that I received in a time of actual need. Goes without saying but I have since changed providers. Hopefully this review helps save someone else from the headache and heartache!

Cher V

I cannot say enough good praise about this office. Dr. Reece is my physician and I think she is wonderful! She is very through and takes time to listen to any concerns I may have and answer questions clearly. It is also important to have friendly and competent front office staff. They are tasked to answer all incoming calls, scheduling appointments and dealing with patients all day. In my experience, the front desk have always been kind to all the patients coming into the office and they greet you when you walk in. I'm happy with the care that I receive here and pleased with how I am treated. Thank you Highlands Family!

joseph kelly

Have now called the office 5 times in the last 2 weeks, speaking with 4 different front office workers, begging and pleading with them to complete my referral work to get an MRI scheduled because my condition is not getting better. Each time they mentioned they have some further paperwork to do on their end, then will send it get scheduled ("usually a week or less" per everyone I spoke to). Just called again today 2.5 weeks later, and I received the automatic voicemail stating I was calling between 12-1pm, which it was 1:20pm, not very helpful, and still nothing scheduled. I now have to switch primary care providers just to find out what's wrong with me in a reasonable timeframe; attempting to avoid the ER unless absolutely necessary. Very frustrating they would play with peoples lives like that, feel bad for the doctor's at this place which I didn't even get to see.

Jessica Isaacson

The office staff here are have the rare combination of being efficient and capable, but also compassionate and attentive. My provider (Kara) was great - fast but not at all rushed, listened to my concerns, and gave me all the information I needed to feel comfortable with my treatment. It was easy to make an appointment and I didn't have to wait a long time.

Nick Childs

A one star would be an amazing feat. Where do I begin, for one, typically you never see a fully equipped professional doctor. I have gout. Anyone with gout knows you should either one have extra medicine around or two have a professional doctor who will call in the appropriate drugs when you see a flare up. But hey - why not clip the 100+ for the visit and have your patient crying for two days prior to prescribing what drugs have zero risks to the patient. Oh, in my charts, which they refused to look at they communicated to me to phone should I have another flare up (this was a year earlier)

I did go to my wife’s doctor fwiw who phoned those drugs in immediately, adding 3 subsequent refills should in

BUT HERE is the best of all. My wife has a history of Addison’s disease. For months repeatedly she would go to the office running through symptoms. Multiple times, I quote, the doctor communicated to her she must simply be a tired Mom. Tests or proper procedure - why bother? Oh, and the fact that’s she has a history of a fatal adrenal disease, who would notice. By the time she finally rose to the point here we had to admit her to the emergency room for multiple nights, it was too late.

When she finally had an appointment with a real doctor... the comment was clear, “you are incredibly lucky you are still alive.”

Thank god she made it thru the emergency room visit. Thank god she is still with us because she is an amazing wife and mother.