Facey Medical Group - Valencia

No Justice No Peace

Total Lax! The doctors here are the ones who’s parents made them go to medical school, but you can tell that’s not what their passion is. It’s shockingly obvious. Also, Facey likes to hire super young (and right out of med school) doctors, and that’s also blatantly obvious because there is a very significant experience gap. However, doctors don’t like to admit fault (EVER) so they never learn from their mistakes. It’s very disappointing, especially because they are the main medical group in my city, next to Kaiser. So it’s like being stuck between a rock and a hard place because Kaiser is even worse, believe it or not. Also, they turn off their phone system at 4:30 instead of closing time.

J M

There is no point to show up at your scheduled appointment. You will wait an hour or more by sitting in the waiting room. No worries, they will then finally call your name so you can wait even longer in the room…. The front desk. Are such a joy too! SARCASM

Carolyn McManus

My physician is amazing. I stay with Facey because of her. All 5 stars belong to her. Overall I gave a 3; 5 for the MD and 0 for the support staff. Facey has room for improvement with their support staff and/or policies to ease the patient's way (the Providence promise). They have multiple locations, however make it difficult to receive care at a location that is convenient ( to be READ as decreased time off work, decreased time consumed receiving care and gas). For example, I recently had a minor procedure which resulted in an open wound requiring daily dressing changes. I am an RN and feel confident guiding my husband to complete this task at home. Unfortunately my husband needed to be out of town for business, and so my surgeon recommended coming into the office for a nurse visit to have the dressing changed (anatomical location made it difficult for me to complete on my own). When attempting to make a nurse appointment, you would think a nurse at any location would be capable of performing a simple dressing change, however I was told by the location closest to my house, they could not allow a nurse appointment for dressing changes, only an NP or MD appointment to ensure proper assessment of the wound. This decision came from the supervisor in the clinic. (... Makes me question if they know the scope of practice of an a Nurse ?? Unnecessary billing for MD services) SO-- I drove 35 minutes out of my way to see a nurse in another clinic. Why is a nurse visit allowed in one clinic but not another ? This policy does not make logical sense. Second example, I needed repeat blood work due to results out of range. I work 45 minutes from the closest Facey location. After my blood is drawn it is sent to Quest for processing. I am positive of this as I have a "My Quest" account and I am alerted when results are available. Conveniently, I have a Quest location 5 minutes from my work. I thought to myself, why take time off work and drive 45 minutes when I can go during my lunch break to the location close to me? So, I called the Facey office. I explained to the receptionist at my MDs clinic that I needed my lab orders sent to Quest. She told me that I would need to choose and exact location and contact them to obtain their fax number and then call back (after being on hold for 17 minutes to speak with someone) I told her I already had the information. She then stated, "Oh you need to speak with the lab" and transferred the call. The girl who answered the phone in the lab was either having a bad day or should not be working in customer service. Her tone and abrupt responses were as if I was bothering her by calling. I explained to her that I would like to have my blood drawn at Quest and needed the order sent over. Her first response " You need to call your insurance to figure that out" (no I don't) followed by "You called the lab directly, we cant help you here, you need to call your MDs office" (I did) followed by "You'll need to go on hold, I have someone else on the other line" --- So not only did I waste 25 minutes of my time attempting to obtain a copy of the lab prescription, I still did not receive the a copy. Overall this is an unacceptable way to treat a patient- No one attempted to help me, they just claimed it was someone else's job or that I needed to call someone else. (For those unfamiliar- Facey utilizes EPIC and EPIC is interfaced/ connected with Quest. It is literally a click of a button to make my request feasible) Perhaps either of these examples independently would not be significant, however it is the repeated overall lack of willingness to help or perform simple tasks that would make me want to receive my care else where.

knownman

I'll give them 1 star because they were open. I brought my son here for a PCR test for school because they were listed on the SAUSD email for clearing your child to go back to school. There are too few places open in or around the SCV area and home tests are unavailable anywhere we look. The process was really time consuming and at least a quarter of the people in this place spoke about or showed obvious signs that they weren't feeling good at all. He we are feeling perfectly healthy and just trying to get him back into classes and we have to sit in a room of possible Covid infected people! They don't just administer a test either, you have to be seen by the doctor too. For what reason I have no idea but we were told he couldn't be tested unless he was seen. Maybe they want to bill insurance for more money they they deserve. We asked for the results to be emailed to us and they refused this. Stating that it wasn't possible and they could only give us a phone call or we would have to drive back in and wait again in line. The results were estimated to take 3 to 5 days. I asked if I could use the my chart since I already have it for myself and they said no, because my son is a minor and it would need approval by an administrator who wasn't available due to him being a minor. Even if he is my son and I brought him in. No call was ever sent to my phone for the test results. I called them back, 8 days after the test and they transferred me to another person after I gave them the personal information for my son. She then asked me what results I was looking for? When I said for the Covid test PCR she said "why would I know what you're looking for?" Then when I asked why I hadn't been called about the results she said they don't call us back unless they're positive. Talk about a ridiculous process to try and get your child back into school after a possible exposure. This system is so flawed. They're slow, rude, have no idea who is doing what and every time I speak to someone new they seem to have a different idea what is possible and what isn't.