Oak Street Health South Dekalb Primary Care Clinic - Decatur, Georgia

Darryl N.

As of January 9, I have had three conversations with this office. At this time, I have still been unable to obtain an appointment due to their scheduling ineptitude. I elaborate below.

A few months ago, Oak Street Health (OSH) was assigned to me as my provider by my Medicare Advantage plan. OSH began sending me form letters stating "It's time to schedule your visit...", later in the same letter: "Call 877-516-2815 to schedule your visit now." Also in the same letters: "Darryl, it's time to schedule your visit."

After receiving these letters, I called in December to make an appointment. This is where the issues began.

In my December call to the phone number provided, I asked for an appointment sometime in January. I was advised that they were fully booked for January. In response, I asked for an appointment some time in February. I was told that they were not yet booking any February appointments. They said February appointments will not be booked until January and that they would have someone call me at 10:00am on the first Monday in January, i.e. January 6th, to book a February appointment for me.

On January 6th, no call ever came from OSH. I still had not heard from them by the morning of January 8th. Thus, on the afternoon of January 8th I called OSH to make the previously discussed February appointment.

In my January 8th call, I was told they could not book a February appointment for me because they do not book any more that 14 days away. I asked how could that be since I was told in December that the entire month of January was totally booked. They responded that they just changed their booking procedures.

I then requested that Alexis, who I was speaking with, would on the following morning, i.e. January 9, book an appointment for me for January 23. It seemed that should be obtainable since, according to her, no appointments for January 23rd could be booked until January 9th which would be 14 days prior. She agreed to do this.

On this morning, January 9th, I received a call from Alexis. In this morning's call, at approximately 8:30 am, she advises me that January 23rd is fully booked. I asked how that could happen since I had asked her yesterday to book me for January 23rd as soon as she got in this morning. She stated that January 23rd was fully booked when she arrived at work at 8:00am. I asked how it could be fully booked when she does not arrive until 8am to begin scheduling appointments. She says that there are others who begin taking appointments at 7 am.. It seems if she knew that then yesterday she would have spoken to the 7am team to work to assist me in getting an appointment for January 23rd as soon as they opened up on January 9.

Nevertheless, I have spoken to this company three times now and have been unable to get my first appointment. Furthermore, I have been given conflicting versions as to what their procedures are and why their own staff cannot navigate these procedures to provide an appointment after urging me to call for one.

I asked Alexis if I could speak with her Manager. She said her manager was name Melody. I held for 5 minutes to speak with Ms. Melody the Manager. Alexis came back to the line to advise that Melody could not speak with me because she was on another line. I advised Alexis that I was dissatisfied with this process and that I would be voicing my concerns publicly. This note is just the first such instance. It seems that other regulatory bodies need to know of this difficulty in booking care for which Medicare takes mandatory monthly payments.

In short, trying to get an appointment here has been totally frustrating.

Katrina

The support staff has been very pleasant. The call center representatives have tried to assist me over the last few days, but to no avail. I'm still waiting for paperwork to be completed by my mother-in-law's doctor. No one can reach this location, which is concerning. I don't understand why I'm waiting on paperwork that was given to the doctor a week ago. I also don't understand how they forgot to send in her prescription twice.

Georgetta L.

This place is nice to be if you need a Seniors health care facility.Its clean and they take of your needs. Help to keep you well.

Caroline J.

The recession welcomed me into the clinic with open arms. Not only that, the transportation provider was very respectful and helpful. The claimant is very nice and clean. I love it. I would not change it for nothing. The Doctor seen me and he thinks concern about my help. Is there nice and professional I was in and out.
Of the clinic before I know it. I did not have a wait a long time. So yes, I will make this clinic my home Clinic? Everyone there is very nice. I will recommend all my friends and family.

Sylvia C.

This was my first visit. The facility is really, really nice. The staff was polite and very engaging. The physician I met with was engaging and answered all questions I had. I’ve scheduled follow up appointments.

Pamela B.

Most certainly. I had a we wonderful experience. Everyone was very professional as well as friendly. Dr Emma was absolutely wonderful. Very thorough. I was completely comfortable, and I felt like I was going be be in good hands. I really liked her. Looking forward to my next visit with her. Thanks muchly

cyrus C.

I was simply impressed with the way they were able to get their information and work accomplished with the way I was going to push them to be out of their comfort zone and still get to accomplish the things that they needed to be in the position to prepare for the next visit to focus on the direction to get some positive results accomplished with my next visit. I just love your staff and the environment that you provide for the patient to focus on surviving more than tolerating sickness and the future is the best of my life instead of getting by. Love your staff

Anita G.

It was a pleasant visit as a new patient. Clean and healthy environment. They were all friendly and polite. Very professional and informative.