SIHF Healthcare - Collinsville

“Very happy that my granddaughter has begun to see Dr. Serrano for all her dental needs. Office staff was very helpful. Building was nice & clean. The technician, Jennifer, was very nice. Dr. Serrano was informative to my granddaughter on how to do a better job in brushing her teeth. She was nice.”

“Disappointing Experience After Long Wait After months of waiting for an appointment to establish care with my primary provider at this office, I had a very frustrating experience. Here are my concerns: Last-Minute Cancellation: My Friday appointment was cancelled via automated phone call that morning due to a provider emergency. While I understand emergencies happen, I had arranged time off work. Rescheduling Without Clarity: When I called to reschedule, I was not informed that my new appointment would be with a different provider. I believed I was rescheduling with my primary care physician, Laura, as originally planned. Discovered After Multiple Steps: I only learned upon arriving today that I had been scheduled with someone other than my primary—and only after waiting, paying, completing family health verification, and having my blood pressure taken. There was no advance notification of this change. Medication Access Problem: I came today to establish care with my primary and refill a prescription I need within the week. Leaving without being seen now puts me at risk of running out of medication. The core issue is a communication failure during the rescheduling process. When rebooking an appointment, the office should have clearly stated which provider I would be seeing—especially after a several-month wait for a specific provider. This lack of transparency wasted my time and effort, as I completed intake procedures before discovering the scheduling error. I hope the office will improve their notification procedures when rescheduling appointments.”

“As soon as I walk in with in second I was in the back getting my vitals check speed of service fantastic the nurse had 9 years experience immediately I knew I was in good hands, kind and had patience with me. And once I never felt rush the hole time all questions were answered my previous Nurse Practioner had moved on, so patient is willing to except that every things must come to a end. New Nurse Practioner Laura was and seems fair. Patient did have a couple of laughs with Mrs. Wilson as she showed care and passed the new patient exam.”

“Kelsey Barbero I guess quit and told no one. The only way I found out is my RX wasnt filled and the pharmacy cant get an answer. When I call I always go to voice mail and no one calls me back, Kelsey is no longer an option on my portal...I just want my RX. I dont get how you can run a clinic and have patients that cant even call the front desk and get a person or a call back. They are not that busy that one of the many girls cant answer the phone Im glad my meds are only important to me and just improve my quality of life cause if they were life and death I probably wouldnt be writing this review...”