The Well Clinic

I have had an extremely frustrating experience with this clinic. You will always have to leave a message when you call because no one ever answers the phone. I specifically left a message asking for Andrea Plauche to return my call because I had a sensitive issue that needed to be discussed directly with her. Instead I received a call back from Jessica who is the office manager. I immediately explained again that I needed to speak with Andrea only. Jessica then informed me that Andrea was not in the office. I told her that was fine and asked that Andrea call me when she returned. Instead of honoring that simple request Jessica continued to push for me to tell her the private information and stressed that she is Andrea’s assistant who takes information on her behalf. I repeated several times that I needed to speak with Andrea directly. She continued to avoid agreeing to pass along my request and became more insistent that I disclose the details to her. At that point I became very upset because I do not have to disclose my private and sensitive information to someone who is not the provider we see. Jessica was not polite or understanding and showed no respect for patient privacy even after I clearly explained the importance of the matter. Her behavior was very unprofessional. A patient or parent has every right to request to speak directly with their provider especially when the information is personal. I expected far more respect and basic courtesy than what I received.

I was recommended this office from the hospital after I was discharged. I’ve only been able to attend 2 appointments since then because the office handles appointments so poorly, it’s really disappointing. All I needed was prescription management. Right before the third appointment, I was sent an email and/or text that ONLY told me the date, time, and address. Now the issue there is that they just do not specify what type of appointment (in person or online) nor which provider the appointment is with. So when I went for the appointment, the person at the desk told me it was supposed to be on Zoom, okay. I sat outside in the car on zoom for half an hour with no answer. And they still charged me before the appointment was even supposed to happen!! Rescheduled the appointment. At the time of that appointment I set up my computer and get on Zoom. No answer. I call the office and they tell me this appointment is in person! Hello?? I chose not to reschedule but I had forgotten I had a therapy intake appointment scheduled there shortly after. Again, they do not tell me who it is with. Nor that it is required to be in person, ESPECIALLY since the person at the desk specifically clarified that some providers can only do online appointments on some days, and that appointment was on one of those days. I call because no one answers Zoom again to see what’s going on this time, they ask me who the appointment is with. I don’t know anymore! The appointment reminder once again did not tell me anything about the appointment, so I just cancel it. It’s been so long since I’ve had prescription management that I had to contact my insurance to fill one of them for me. After the nurse had doubled my dosage, the withdrawals when they ran out were absolutely catastrophic, completely miserable. I called THREE TIMES yesterday to try to schedule one last time and no one answers a single time, at noon. And I have still yet to even get a call back. I don’t blame the nice woman at the front desk in any capacity because it’s so obvious she has wayyyyy too many responsibilities at once, but I am not at all interested in attempting to schedule any more appointments here.