Dr. Sarah Dunning Bourland, MD

First let me start by saying, my kiddos have been patients for years, we moved and I continued to make the drive because we love the doctors. I have never had an issue with any provider or any of the medical assistant. Everyone of them are very respectful and welcoming. Now, it has been almost every visit that I have had issue with front staff. Wither it be not notifying soon enough if insurance issues have occurred, or collecting a co-pay and for a while always having to mail it back to me. I even would tell them kept my credit on the account so didn't have to pay next visit. Once they tried to collect and I told them I knew I had a credit, they proceeded to tell me I did not and had me wait 10 minutes to tell, my credit was over looked and now it magically was showing. When I took my daughter in Oct/Nov 2021, I updated my insurance and had issue with how I was spoken too and how they always collect and give me money back. Well with years of the same issues, anyone would be… annoyed instantly. I did not see Dr. Bourland and saw Dr. Reynard. At this visit I expressed my frustration with the office front staff. Dr. Reynard told me with out using these words, was noted in her body language and facials. I can hear you out but I don't care and you would have to take it up with Dr. Bourland. Again she did not use these words "I dont care" but this is how I felt my concerns was heard. Cut to today drama, I called yesterday to verify my kiddos appointments due to only receiving a message for one. Now at this phone call if there was an issue with my insurance I should have been told about this issue, not at my check in. I am very good about providing new insurance information. Sometime my kiddo father does not update me on insurance change. I knew my kiddos insurance was active due to other doctors appointments this month and my kiddos where seen with no issue. I was very upset, this is not the first time and for me please notify me ahead of my appointment for issues. As I was annoyed and got upset super quick, kept in mind this is years of front staff issues. I told the girl with glasses, did not get her name and she look like the office manager that has been there for years, that every time I come there some issue I'm being addressed at check in and its always her. She told me it couldn't have been her due to her just starting at that office. Again she looked like the other lady from before. I give her the insurance card , then Dr. Storandt come out to hear my complaint, and the girl with the glasses tells her I'm upset my kids insurance is not active, when I was upset about being told at my check in that there is an issue with my kiddos insurance and proceed to say this should have been addressed when I called yesterday. Dr. Storandt is someone you can tell does not do well with conflict and was very unhelpful. I kept telling the lady with the glasses to stop speaking to me I was not going to address her and she is the one who is making me get more upset, to which she proceeded to tell me that I was the person making myself upset. I tried to conversate with the other front girl and the doctor to which the girl with the glasses would not let them speak or and answer so of course if you have told someone you are not going to address them and they continue to speak without being spoken to, who is not going to get more upset. I asked for my insurance card back and told them to cancel my appointments and I better not get charged. I did do a petty thing and flick the girl off because it took all I had not call her every name in the book. As I got in my card I decided enough was enough with this office front staff. I walked back in and asked for my kiddos patient records. Dr. Storandt said ok and ask about my account. Again instead of the other front girl addressing me this girl with the glasses proceeds to tell me I need to pay my 5.00 and some change balance before I get my kiddo patient records. This blow me beyond the edge. First of all I believe it take people so much before the become a KAREN and this was it. I told Dr. Storandt I live more that 5.00 worth of gas to come to this appointment, I was not going to pay that and by law they cannot deny me my kiddo records. She proceeded to say only Dr. Boarland does patient records. Another excuse.

Dr. Bourland completely oversteps her boundries as a dr and has no understanding of what a Dr. /Patient relationship should be. Depending on her mood, she sometimes will also be rude to your child. I will not be going back.

Overall the office is welcoming. Dr. Bourland takes her time and speaks with each parent. She is easy to talk with and asks parents their views before reccomending her solution. She is great.