Wilmington Health Family Medicine - Leland

“I called and left a message to schedule a new patient appointment and was called back not to long later, so I gave them a star for that. Online they said they were accepting new patients. As a person who spent their career as front office staff for a busy clinic at Coastal Surgery, I understand the different frustrations and emotions dealing with patients everyday, however I quickly realized they need to do some serious upgrading in their front office department. The girl I spoke too was no where near pleasant & it seemed like I was a burden to her. Since she called me I had to go downstairs to get my new insurance card. She asked what it was and I told her I was going to go get it & I tried to explain that it was a company that intertwined medicaid benefits with my Medicare benefits. Before I was even done talking she quickly said... "oh well don't take Medicaid". I said "I don't have Medicaid, its a supplemental plan thru Medicare", & she said "we'll we hardly have any providers that want to take Medicare". I got my card and told her it was a Humana plus plan. And she told me "there may be 1 or 2 people that take that but it would be months before I could get in." I asked about the walk in clinic for med refills until i could get in but she told me they didnt write prescriptions. So obviously I called another doctor that got me in 3 days from now. Here's some advice.... If a person doesn't like their job... you don't have to be there... there are other jobs with less customer service duties or ask management to transfer you to a different department and scan or do paperwork , and #2.... If you advertise as excepting new patients but are already booked out almost 3 months... that means you are currently at capacity and are Not accepting new patients. Your gonna kill the front office staff with the extreme overload with no wiggle room for reschedles if a doctor needs to miss a day or if something comes up. Also I assumed Wilmington Health was associated with the hospital and accepted Humana and Medicare supplements & even medicaid but if most doctors there don't then you should note that on your website. That would cut down on the calls front office has to return.”

“I’m currently almost 20 weeks pregnant, and this is my first pregnancy, so I was really hoping for a more supportive and thorough experience. At my anatomy scan appointment, which was scheduled for one hour, I was taken in about 25 minutes late, which I understand can happen. However, the scan itself lasted less than 25 minutes. Because of the baby’s position, not all organs could be clearly seen, but I wasn’t given the opportunity to drink water, move around, or try anything that might help reposition the baby so the scan could be completed more thoroughly. The technician was kind, but the appointment felt rushed overall. My visits with the OB-GYN have felt similar. They are very quick, max 5 minutes, and I don’t feel like there is any effort to build rapport or provide guidance. As a first-time mom, I expected more communication, reassurance, and basic advice, but I often leave feeling like my questions weren’t really explored. Because everything feels so rushed, I end up forgetting to ask important questions, so I guess I’ll have to start doing what most moms suggest and write everything down ahead of time just to make sure I’m heard. This is such an important time, and I just wish the care felt more attentive and patient-centered. Since this has been a consistent experience, I really hope future visits feel less rushed and more supportive, as I’m willing to give this practice another chance.”

“Stephanie Collin’s, PA is smart and caring. She is always fast getting back to me when I have questions/problems. I highly recommend her!”

“This is a clean and organized office to visit. I’ve never had any problems with the staff. Most of the receptionists do not have the stereotypical bad attitude that you’d expect from a busy practice, either. Wait times in the waiting room can be long (I had to wait twenty minutes once) because of them being understaffed. So you have to have patience.”