Dr. Bilal Sarwar Khan, DO

Unacceptable Handling of Mental Health Referral and Patient Care I recently had an extremely disappointing and frustrating experience with Piedmont Healthcare Family Practice in Lake Norman, specifically involving Dr. Kahn and the office staff. My son needed a mental health evaluation and therapy, and initially, the nurse was helpful in setting up a referral to LifeStance. We attended his first appointment without issue, but at the second visit, LifeStance informed us they do not accept our insurance. This was a significant setback, as it wasted valuable time and delayed my son’s care. When I called the office to address this issue, the nurse became defensive, mistakenly assuming I was upset with her, though my frustration was directed at LifeStance for the misinformation. I then spoke with the receptionist, Jordan, who was dismissive and unhelpful. She blindly transferred me to the office manager’s voicemail, knowing the manager was not in the office, and refused to provide any… further assistance. I immediately contacted Annette at Piedmont Healthcare’s corporate office, who promised to relay the message to the office manager and have her call me the next day. However, eight days passed with no response, despite a follow-up call to Annette. Instead of addressing my concerns, I received a call from Dr. Kahn’s office discharging my son as a patient—without any prior discussion, explanation, or attempt to resolve the situation. This lack of communication, accountability, and basic patient care is unacceptable, especially for a family practice that should prioritize the well-being of its patients. The staff’s actions—particularly the nurse’s defensiveness and the receptionist’s refusal to help—directly contributed to my son losing access to care at a critical time. The failure to follow up after multiple attempts to resolve the issue only compounded the problem. This experience has caused unnecessary stress and further delayed my son’s mental health treatment. I strongly advise others to consider alternative providers who value clear communication, patient advocacy, and professional service.