Baptist Primary Care - Roosevelt

Recent Google reviews

• Amy Rudisiler 2 · 4 months ago

  I have been a patient of this practice for several years and generally only need to be seen occasionally for acute illnesses. When my previous PCP left the practice, I requested that Dr. Lyons become my new primary care physician and also updated that information with my insurance company. Recently, after dealing with upper respiratory symptoms for several days, I called to schedule an appointment. The earliest available appointment with the ARNP was the following week, which was not feasible both because I would be out of town and because I had already been dealing with symptoms for several days and did not want to risk them worsening while waiting even longer for care. I asked whether Dr. Lyons had any availability, I was told that he was not listed as my PCP. I explained that I had already requested the change through both the practice and my insurance company. I was then told that they could page Dr. Lyons to see if he would accept me as a new patient, but that in the meantime I should go to Urgent Care or the ER. The most frustrating part was not the lack of a same-day appointment. I understand that schedules are busy. The issue was being told that the physician listed as my PCP by my insurance company was not my PCP according to the practice, with no clear effort to resolve the discrepancy beyond directing me elsewhere for care. After the call, I contacted my insurance company and confirmed that Dr. Lyons has been listed as my PCP. Unfortunately, I was left feeling confused, frustrated, and unsupported. Patients understand that providers are busy. What they need is accurate records, clear communication, and assistance navigating problems when they arise. What is most concerning is that this experience reflects a broader and increasingly troubling decline in patient-centered care. When patients who have established relationships with a practice are met with conflicting information, administrative barriers, and instructions to seek care elsewhere rather than receiving help resolving the issue, confidence in the healthcare system begins to erode. That should concern everyone. Healthcare is not just about appointments; policies, and schedules—it is about ensuring that patients feel heard, supported, and cared for when they are sick and vulnerable. Experiences like this are not merely frustrating; they are alarming because they suggest that system inefficiencies are taking precedence over patient needs. If the practice is genuinely interested in improving patient care, I would encourage them to look beyond individual complaints and examine the systems and communication gaps that create these experiences in the first place.