Payne And Holloway Pediatrics

After over two years as a patient at Payne and Holloway, I never expected to be treated with such indifference and outright disregard. My recent visit seeking care for my son was not only disappointing—it was dehumanizing. Despite providing the exact same proxy documentation that was accepted without issue for my daughter just one week prior, the receptionist arbitrarily refused to accept it for my son. There was no explanation beyond her personal dissatisfaction, no willingness to consult a supervisor, and no attempt to assist us in the midst of his loud, painful cough echoing through the waiting room. Instead of compassion or professionalism, we were treated like strangers begging for care, not loyal patients with a documented history. I was then asked for my personal Social Security and driver’s license numbers—information I should not be required to provide as I am not the financially responsible party. The Department of Human Services is, as clearly stated in the legal proxy I… presented. That fact was blatantly ignored. What’s worse is the racial undertone that hovered over the entire interaction. As a Black mother, I am used to navigating a system that often fails us, but this experience felt particularly sharp. It’s as if this practice wore its bias proudly—disregarding my son's medical needs and placing unnecessary barriers between a sick Black child and the care he deserves. If this is how Payne and Holloway defines “care,” then they are not just part of the problem in American healthcare—they are actively perpetuating it. The receptionist may write me off as just another “angry Black woman,” but what she truly did today was deny care to a vulnerable Black boy who needs it most. Congratulations on furthering the gap in health equity.

I wish I had left when Dr. Payne left because the front desk workers are very rude and incompetent, why are you making patients schedule all kind of different appointments when everything could have been on one day. Oh! I know why you want to charge the insurance company for all those different office visits. You see my son just last week and now you're saying he needs a check-up appointment when he could have done that last week. I have been complaining for several years now about this new staff except one nurse who is amazing who started originally with Dr. Payne. I will be changing doctors really soon so just wait, but not before I make my complaints with the Board.