Dr. Stephen Troy Rachael, MD

Excellent Physician. Timely, professional and caring.

I have dealt with rudeness, carelessness, and being 'diagnosed' before anyone bothered to look at me. I have dealt with long waiting times past my appointment. I have much more to say on this, but unfortunately there isn't room. Never complained. In fact, I have never written a negative review or made a formal complaint against any business in my life. But now I feel like I have to because this office treated a life or death situation with apathy and rudeness. My husband is a type 1 diabetic and needed a refill on his insulin pump supplies. We had been referred to an endocrinologist, but were still waiting for an appointment (it would have occurred two weeks past running out of supplies). One of the reasons we were behind on this appointment was because it took us making 3-4 reminder calls and more than a month before FC even set up the referral. Well, FC said they wouldn't sign off on the prescription because it was a "liability." The endo stated that they couldn't sign off until we… see them. The office manager then told the phone staff to tell us they 'legally' couldn't sign off. The endo told us that is absolutely incorrect as PCPs are legally responsible for the patient until the endo is seen. So we had nowhere to go. We had called them I don't know how many times before I finally called crying and said "without this my husband will die, so what are we supposed to do?" (a fact of which they were already made aware). Finally, I got someone who pushed back when the office manager just said 'nope, we won't help.' She got us other options that were never offered--one of which was a very simple phone call between FC and the endo to ask for an emergency earlier appointment. That phone call, which was never offered until we had called them several times and I basically refused to take no for an answer, finally resolved the issue. The office manager shouldn't be managing a medical practice if she doesn't actually know the legalities and responsibilities of the office. If I hadn't pushed, my husband would not have gotten the supplies he needs to STAY ALIVE. And each time we were told no they gave us an apathetic 'yeah, sorry.' Dr. Azel is the only good doctor in the whole place and she is leaving (probably because she actually cares about her patients). We were going to stick it out, but now not only are we never going back, I am going to complain about them to anyone who will listen. These people don't care about your life. They only care about money. Even if they are in a place to help you they won't unless forced. They are criminally careless with people's health and do not deserve your business. Forget the insane wait times and impossibility of getting an urgent care appointment unless you call the second the office opens--those are minor inconveniences comparatively.

Dr. Rachael always listens to what you have to say and that means so much in this day and time.

A great experience