Appendix F – Comments about UW Clinic.
We asked people to rate and then provide comments about UW Clinic and to tell us what they liked.
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UW Rate UW Comments UW - What do you like
5 He took much more time with me than I feel was warranted for a get acquainted physical exam when I had no current medical complaints The medical and support
3 the providers were great but I had to wait weeks to see anyone and then another 2 weeks for a referal to go through to see the physical therapist. it almost ruined my summer, as I was hobbling around with a bad ankle. Also could not get an exr. to see what is really wrong. It still is a problem!!! The doctors seem to care, and are knowledgable, but we need consistency..being able to see the same doctor who gets to know us..We have been patients of Dr. Russell for 5 yrs and tho I asked for him each time , I would have had to wait even longer than the 2 or 3 weeks
10 My own experience has been great. I have heard complaints about no access to service from "non-clients" Very happy with the quality of care.
10 Have had him for 15 years Very professional, clean clinic, same people I've been cared from for last 20 years
x Rude bureaucracy. Have a hard time seeing my doctor( who I have had for 14 years) I do like the physicians and the PA. Why can't you keep Dr. Velasquez?
x When you actually get to the Dr it is great. Getting past the guard at the reception is a challenge. The fact that they are connected with UWMC and share information and hopefully talk with each other like the Dr at UWMC do.
x My first appointment is later this month...thus, no answers for questions # 14, 15, and 16.
x Have only seen a NP twice the first of the year and my husband once in February. That it's there if I need it, but hardly ever.
x We have recently moved here and have registered with UW clinic. I have not had my first doctor's appointment yet, however. The connection and availability to see UW specialists if needed, including telemedicine.
9 Kirsten is wonderful. Alperin and Russell are great too. Pam Sheffield was fantastic too. I have seen real change better medical care than Island Hospital.
9 No Problems It is there and works
x N/A I've had no experience
x I haven't been to the clinic in over a year, but I hear it is more difficult to get an appointment now than before UW. Location
x I have not been able to get an appointment at the UW clinic. I tried once for an acute problem, but couldn't get in for a month! I ended up using the UW virtual clinic, which worked fine. N/A
10 UW has a well designed and proven administrative system. It saves time and money and increases the productivity and cost effectiveness of the entire organization. It does mean changing how we interface with the clinic and perhaps learning a few new skills (but nothing difficult). Making an appointment online is far superior to a phone call. More physicians with better skills. Better communications (eCare). Far deeper resources - UW specialists, diagnostic assistance, etc. Propagation of advances in medicine (techniques, skills, equipment, patient communication, staffing, etc., etc,) is fast and seamless. Staff is very friendly, welcoming and eager to assist.
10 caring, professional the wonderful local people who staff it
10 They are highly skilled and competent at providing care.
10 At first it was hard for a lot of people because of the huge transition. Dr. Russell's patients had to register before they could see anyone.The front desk had a huge learning curve and we must be - this got better over time. We had to go through Seattle (or wherever) when we called the local clinic number and wait to choose options. It was hard to get through to the front desk. I have not been there in awhile but these things seem to have eased. I did not have to wait long for my appointment. All in all, I am so pleased with my care at UW. My concern about the hospital district, not really understanding it, was that I would be made to use UW facilities only, when I am poor and Island Hospital and Peace Health are so much closer. They have been responsive to my needs and concerns. When i need to make an appointment, they have fit me in quickly, ordered all required tests and referrals. The doctors and nurses have taken their time with me and explained things to me, listened to me, treated me as just as important as anyone else, and to my specifications and wishes - they did not act like they were the ironclad authorities or that I didn't know my own body. Prescriptions are ordered quickly. The website is easy to use for follow-up, all my test results are available there and I can download them, same with blood test results, etc
10 They seem to need more staff The staff
10 Professional! Caring, Compassionate and dedicated to excellent care. Have had to take unpopular stance in the community when it comes to pain management but this is a good thing because instead of masking pain they try to find out the cause of the pain. The staff and the clean environment.
10 UW needs better phone pick-up time The Doctors
10 Trigger Point Injections by Dr Velazquez were VERY helpful. I am disappointed that UW clinic moved her away and have no one else to provide this important medical treatment. Staff
10 Our wonderful local staff.
10 I really liked Mariebeth Valesquez and think she needs to be hired on Orcas, because I have heard friends have terrible experiences with other doctors permanently hired at the clinic. Mariebeth Valesquez is one of the best doctors I have EVER seen. She obviously knows her medicine, from how she was able quickly to give information about my medical needs, possibilities and options for tests and care. She was temporary, I discovered, and left - which created a terrible hole in good care.
10 Knowledgeable and professional Great staff who have no gotten enough credit for their professionalism and dedication
10 Happy with physicians and nurses
10 Dr Velazquez and Dr Russell were very good. I like that it is affiliated with UW and I like that it is right here in Orcas Island.
10 I have a primary care physician at UW Clinic - my response is a 10, but my husband doesn't have a doctor assigned to him, so his response is much lower. I like that it is here.
10 you are doing well. seems to get smoother all the time. Kirsten Pickard rural outreach med. clinic
10 I had to wait almost two weeks for an appt from initial phone call set up which was too long in my opinion. Service was exceptional though! Empty waiting room. Immediately checked in and was brought into a room.
10 Very helpful and knowledgeable. Spends a comfortable amount of time with me regarding my concerns. Friendly, helpful, professional. They care and know what they are doing!
10 Only experience I have had was Peggy Groundwater. She was/is a wonderful add. ?
10 It's greatly improved in the last year. All of the health care providers working there.
10 Clean, professional, and up to date care.
10 Dedicated, hard-working, well qualified staff. I especially like Kirsten Pickard for her medical manner and knowledge, and Susan Newkumet for her follow-through with prescriptions and call back. Front desk staff knowledgable and helpful,
10 Excellent communication and quality service Doctor is very aware and oresent
10 Easy to work with. Try and usually succeed with meeting our needs. Dr. Alperin is a valuable asset for our community. We have serious medical issues and his expertise meets and exceeds any medical provider we have seen. It takes more than just a medical degree to successfully support a small community. Dr. Alperin has the education, experience and instincts that we need.
10 Experience with the Doctor is wonderful. Front desk staff not so good. They do not acknowledge your presence when standing in front of them. Waiting 45 minutes for a scheduled appt. is not acceptable. Dr. Russell
10 Excellent care. Quick referrals when needed. Needs more staff to handle volumes. Needs new X-ray. Then, they need to be left alone so they can do their jobs. Elevated level of medicine, interconnectivity of specialists, staff. Exceptional patient care.
9 Reasonably available and always pleasant. Professional, knowledgeable service, personal epic acct to view visits, make appointments, etc.
9 No problems, prompt scheduling of appointment. Providers.
9 Excellent providers, medical knowledge, friendliness of experience. Quality of care.
9 The only reason I didn't rate it a 10 was because I don't like the appointment scheduling process of talking with someone not at the clinic here on Orcas. the healthcare practitioners (nurse, doctor, lab tech); also, the location.
9 UW has truly upped the medical game, and we finally have real MDs on (what I hope will be) a permanent basis. I personally see Kirsten Pickard, an NP, and she is outstanding. UW's Ecare is very efficient and effective. Blue sky - not that you asked - but I would like to have once a month office hours for specialties, like dermatology or rheumatology. This would be a true boon. Ophthalmology would be bliss, but would happily settle for optometry. The staff does a terrific job. I am treated like a person, and feel respected as such. The office seems warmly efficient. The UW connection is reassuring, as it ties the clinic to well-respected medical professionals, information, and treatment options.
9 We like the entire staff VERY MUCH. Our only complaint is the long wait for renewing expired prescriptions. The entire staff is warm, competent, and caring. They know us as not being strangers never to be seen again.
9 Very good. it felt as if they really cared. That it is here and relatively close by.
9 Online contact with my doctor and the staff
9 Dr. Russell, our long-term primary doctor is absolutely top class. A recent experience was unresponsiveness of the office that supports him. I have written to the clinic and have yet to hear an apology from the clinic. The apology came from UW in Seattle. I find that some of the receptionists need training to understand that they are the show window to the public for the entire clinic and that a smile and name recognition can make a huge difference in their and the clinic's favor. Our primary care physician, Dr. Russell.
9 more equipment available for treatment and/or diagnosis
9 I was a UW patient in Seattle 15 years ago, so transition to UW Clinic on Orcas was quite easy. The staff has seen my children and me for primary care. We are lucky in that we have not had emergencies. I have heard about problems in the transition phase to UW Clinic, and hope that they have been resolved. Kirsten Pickard and Dr. David Russel
9 Dr. V. was brief, but thorough. It provides reasonably adequate local coverage.
9 I am satisfied with UW clinic. My indicated changes would make the clinic more accessable for immediate care. I have been well served by the whole staff
9 convenient
9 Prompt and polite. Doctor gave me options which were very helpful Convenient and close to work.
9 need to be able to reach a real person or leave a message on the phone Dr. Russell
9 Having a high quality provider on Orcas Island with a great technology.
9 Dr Russell has been very responsive as has been all other off-island UW facilities. Accessability to many specialists
9 I really like Dr. Fleming and started with UW clinic because of her. I'll return to UW when she is again on staff breadth of services, and, of course, Camille!
9 I had a phone conversation with a triage nurse that was helpful when I was sick. It did take longer than I would have liked, however, for her to call me back for the second conversation. Close to where I live. The nurses are friendly and efficient. Kirsten Pickard is great.
8 It is here on the island.
8 It's there.
8 It's a tough juxtaposition between laid-back Orcas "island mentality" and Seattle bureaucracy. It's here on-island!
8 It's on island.
8 Dr. Alperin is just wonderful. Fine physician. It's on Orcas.
8 Mike Alperin could be a bit warmer, and a little less arrogant. He's a good doctor, though. It's right here, on the island, and the medical care we receive from it is very good.
8 Local qualified physician care at a modern facility.
8 Good Very heipful
8 I have enjoyed my care, but have been disappointed in not being able to get appointments quickly.
8 So far good
8 UWOrcas has done an admirable job. The transition to UW was (relatively) seamless and there has been no diminution in service throughout. Terrific job under less than ideal circumstances. Their staff is wonderful; truly first-rate, professional, warm and caring.
8 Providers are excellent and truly care about the community they have access to more knowledge and are very professional
8 I have experienced a great turnaround at the UW facility. After they worked out the kinks through the transition I have seen a huge improvement on performance and patient care. I have no problems with making appointments or keeping in touch with my provider on eCare. My PCP Kirsten Pickard is incredible and her involvement in my healthcare has been paramount to my improvement. The staff is very responsive to my needs, even when they become excessive.
8 I was pleased with the doctor's attention to my complaints & to the doctor's explanations to me. The experience of UW Physicians
8 Not a big fan of the current call process. Much prefer so,some answering the phone locally rather than Seattle. That's it's our local provider in a rural setting.
8 When I needed same day care, they were able to provide it. That it is open. Having the clinic affiliated with UW is not important tome. Having access to care is.
8 Easy going, though, Proximity
8 Staff
8 Would prefer being able to schedule appointments directly with Orcas UW clinic!!! My PCP Dr. Russell and friendly front office and nurses.
8 tough getting appointment location, staff I know
8 the caring and friendliness of the doc and most of the staff it being here
8 instant access to my off island uw docs
8 I had developed a relationship with Dr. Velasquez and then she was transferred. We need doctors who will stay so we can get to know one another. I love to be able to access my test results quickly.
8 It took almost a month for an appt. Facilities and professional staff
8 Haven't had any big issues. Only concern is time lag between issue and appointment Friendliness
8 Problems with the lab are the biggest problem. Going to Friday Harbor is NOT a goos option for most! Good care, Friendly and professional
8 The back office staff is great, but the receptionists could be better. I almost feel like I'm a bother to them for being there. They never seem friendly or welcoming, but always a little detached. Back office, on the other hand, are warm, friendly, and seem to be welcoming, which makes it easier to communicate the problem I came in for. As always, the greatest problem for me is accessibility! Good doctor, and friendly back office staff.
8 It takes a while to figure out how to access the clinic by phone. Having the 360-376-2541 picked up by a computer is a pain. I now punch in 8 right away. I think it would help to have that as a first option. I have little experience with the clinic since UW took over. What I WILL LIKE is the probability that we will finally have some stability in keeping a physician. I credit the public health district with that, though.
8 I have required annual checkups which have been scheduled weeks in advance. Seems like there is always an extended wait at the clinic to see doctor.. Employees are friendly....
8 Excellent local primary care.
8 expert help in depth
7 I like the doctors. The problem I have is with lack of follow up. If a test comes back negative but the problem still exists, there is no follow up. It's just like oh well. When I'm there, I feel that the doctors and nurse practitioner really do care, despite the lack of follow-up.
8 Getting through the phone system is difficult...and getting a response is also difficult Dr. Russell....I feel that he is there for me and my husband
8 Dr Velasquez was wonderful but she is no longer there Connection to UW and Dr Velasquez
8 Rudeness at the front desk is intolerable. Nurses and physicians are superior. David Russell.
8 Good medical care. Still working on administration. Competent medical care
8 Competent physician and staff
7 I requested an A1c test on the internet through the normal eCare procedures. I received a message with a time and date which I accepted. Upon arrival at the clinic I was informed that I had no appointment scheduled! I was also asked "Who authorized the A1c test?" I responded that I assumed Dr. Russell would have been consulted because I have been his patient for years and he has always approved; in fact he had frequently reminded me to have the test in past years. I was told I could wait (to see if they could help me) but I was fasting for the test and was feeling low blood sugars. I asked the office lady to check for another appointment and call me. I never heard back from the clinic, but another time was offered on the eCare message center; which I accepted. I sensed there was confusion between the eCare site and the clinic office. Hopefully this will cleared up in the future. When I walk in, I feel no different than when I visit a huge medical facility: another patient or number. I'm sure the outer staff is professional and adequate but seem so somber. Lighten up! People are coming there because they don't feel well and a cheerful word or two couldn't hurt. Once I walk through the back room doors I feel like I'm "at home" with the back room staff because most of the people have not changed. I think they are great and I feel very comfortable and assured with them.
7 THEY TRANSFERRED THE DR. TO SEATTLE, IN THE MIDST OF AN ANALYSIS------NOT GOOD
8 they referred me to a specialist Dr. within a week. I had basal cell cancer on my nose. 'Once you are in the Dr.'s office, You are free to relax a bit, and can dialogue with the Dr. and not feel rushed. The Dr. gives you the time needed to examine and prescribe, without feeling rushed.
8 Dr. Alperin was attentive, efficient and clear in his examination and recommendations. Most of my OMC medical records (over 27 yrs.) were not accessible, but I later obtained them from Island Hospital. All of the current medical staff I know (Dr. Alperin, Dr. Russell, Kirsten Pickard, Stacie, Susan) whether I've met them recently or in the past -- plus a confidence in UW Medicine.
8 Waiting through the UW phone system to make appointments or to contact a triage nurse has been very trying. All the current care professionals I have worked with have been great.
8 Always able to work us in when needed; did not have chicken pox and other vaccines that were needed on our vaccine schedule Always able to work us in when needed
7 Fewer pills in Rx w/o a reasonable explanation. It is treating the patient as a child. The relationship w/UW & access to larger source of medical care.
7 The provider(s) at UW were great. Hard to get in for an appointment. Love that you can talk directly to the desk. Please keep this option. It works for our community. The staff. The convenience.
7 Front desk issues remain. I don't like the way the billing takes forever for procedures (one MRI will have 5-6 separate bills over months) The access to excellent referrals albeit off island
7 Really like Dr. Alperin, but when I needed a blood test for gout, and an appointment was not available for three weeks, so I popped into Shinstroms office and got it done straight away. The connection to UW.
7 Ages for appointments Proximity
7 follow up following medical tests and procedures. Prescription renewals range and quality of services
7 I will be very glad when Dr. Fleming comes on board! Right now, I can't say anything that is really outstanding, except that they have stepped in when in a bind. I hope they stay, but need to re-think how they meet the needs of a rural, island community.
7 Do not like scheduling appointments through some one in Seattle. There is no compelling reason an appointment cannot be made through local personnel TBD
7 The providers and nurses are more restricted in their services that they are able to do in a rural clinic. They are also restricted in the time needed to complete a thorough examination or discussing a problem. the ability to make appointments even after hours. Having visit and lab reports available electronically.
7 Confusion w UW billing sys, phone tree a little impersonal. Would rather have a local number straight to front desk for existing patients. Professional service
7 My experiences with doctors, nurse practitioner, and nurses are excellent. However, performance of the front desk personnel who answer the phone, and screen the calls has been very unsatisfactory. Request for nurse callback to assess an acute situation was promised but did not happen. Later I confirmed that the nurse did not receive the request. When after the weekend had passed and I showed up at the clinic in person, I had to insist on being seen then, not in a couple of more days. Professional competence and demeanor of all personnel - except the front desk. I have been a patient of the clinic for 20 years. The poor performance at the front desk has only occurred since the UW assumed oversight.
7 Very difficult to get timely prescription re-fils On island care
7 Referral services very slow and no follow up if referral has contacted you. Physicians
7 new doctors to work with
7 Not enough contact for me to comment
7 The referral process is sometimes not accurate: wrong facility, wrong physician, takes too long, requires follow-up phone calls Nurses and physicians are excellent!
7 Location & Doctors
7 1. The clinic was unable (due to scheduling) to see my husband when EMS tried to get him in for an acute illness. ..bad.. 2. Our experience with Mike Alperin has been outstanding. We are lucky to have such a well-trained, caring physician here. 3. UW central scheduling is useless in many situations Mike Alperin and the nurses ..
7 I waited a month for 1 prescription to be filled. It was snafu between clinic and Ray's. The receptionist (young) seemed to think it was all my fault. I have heard many other grumblings about her dismissive rather arrogant manner. Kirsten is an amazing practioner. I am fearful that she will have burnout and leave the clinic. PLEASE KEEP HER!!!
7 While the medical folks have been great, long waits for appointments, even for a blood draw, has been frustrating. It's here and functioning, in spite of fine tuning still needing to be done.
7 UW clinic: 1. a bit of communication slip between the receptionists, nurses and my primary care MD., which delayed my getting answers/requests fulfilled. 2. When calling our clinic, the central "answering service"calls our receptionists the "Care Team"...confusing. Hopefully, they will continue to provide steady, super professional service.
7 They need to take cash I like having a reliable medical service available. If not them some other.
7 The transition was very rough for our son who was thought to have TB and went through 5 or 6 differant doctors at the clinic as his doctor left then the transition doctors left then nore transition. we were patient with the transition but it was very hard on the family not getting a good diagnosis for over a month and a half. Turned out he didnt have TB but we had to be in quarentine- he had to be in quarentine with a mask and it was stressfull for an already very sick person. He is fine now but the whole business was poorly handled I like our local clinic and always have. I experienced our old system in the 80s and 90s and it was pretty primitive. we have a good facility at the UW clinic for emergencies when we have an on call doctor. and nurse
6 Dr. Russell and the nurses are fantastic. I don't like the "system".
6 Too Long of a wait to get an appointment. Too long waiting to be seen when at the clinic for an appointment.
7 One bad experience was when I was advised over the phone to take myself to the emergency room at Island Hospital because they thought I was having a stroke, without even speaking to a Physician and not sending me to the EMS either. I drove myself to the ferry and when I got to Island Hospital Emergency they didn't even know that I was coming. Q. It cost me out of pocket over $2500. and after extensive testing determined that it was only an infection. Q. Why didn't they have me come in to assess my situation before sending me off on my own?! Caring and considerate staff. Thorough since the UW took over.
7 Inexplicable delay in renewing a prescription? otherwise v good. Dr. Alprin
7 To long wait time to see doctor, get rid of phone answering system and go directly to person. Have receive good care when available
7 They all me back within the day Haven't really used it much but seems ok
7 I have had some difficulty getting prescription refills, and getting results from tests in a timely manner. Dr Alperin is terrific - he listens, and is very, very knowledgeable.
7 it's based on only one visit. Doctor; online eCare access; also, was able to get in for an appointment within two weeks.
7 Referrals are not made on a prompt basis (took almost two weeks to get a referral into SCCA/Seattle, ...duh?). (Lack of support/interest of front desk or nurse to get doctor order for scans/tests to hospital, attitude is it's ti patient's responsibility to make repeated phone calls: and then front desk response was "well, I sent it", patient left to make more phone calls). Too many rumors of slow response to requests for service, lack of confidence in front desk forwarding requests to nurse/doctor. Some may be inflated rumors, some are true from personal experience. Do not like to hear people say they are seriously thinking of going elsewhere, and/or off island, for their medical care. We want /need UW Med to be successful! Concern regarding UW Med staffing this clinic for rural medicine vs a clinic in a city with urgent care/hospital access. Convienence. Potential for professional care and service.
7 3-4 week Long Wait times for appointments is unacceptable. 3 separate incidents called and told triage nurse would call and received no call back. Connection with uw medicine doctors in Seattle also E care system for records and appointments
6 Online presence is appreciated. Potential to make maximal use of available resources, however unrealized at present.
6 changed date of appointment without good notice( i was one of 5 that came on "the wrong day") robo calls from UW about schedule are very garbled. should be sent as text. purple sign.
6 Actually, I had 3 very good experiences but one very bad one where i was kept waiting for 1 1/2 hours with no explanation so i left and notified the front desk. i was then billed for the appointment! it was subsequently removed by a form letter from Seattle. There are several good providers to chose from and the front desk is always helpful.
6 At 1:15 pm in the afternoon told to go off Island or to Friday Harbor to get an xray of an arm, that was insured in a fall. To early to tell.
6 Number of doctors
6 I've had great experiences seeing all of the providers, but have had difficulties getting my prescriptions refilled or revised which resulted in my having to pay very high prices for my medication. My insurance company did not approve of the medication that was prescribed and offered a less expensive option, but the clinic never responded to the request for approval resulting in my having to pay the much higher price...by a few hundred dollars. It is a medicine I cannot just stop taking, so I had no option but to give up on communication with the clinic and pay the full "out of pocket " price. Nurse Susan and Kirsten.
5 Need more doctors so current don't get burnt out the UW The UW part and Dr. Russle
5 The physician's assistant removed stitches from a small surgery. She spent the appropriate amount of time with me without being in a hurry. We have a medical clinic that should know how to care respectfully for people a rural community
5 The UW Clinic on Orcas Island needs a significantly newer X-Ray machine. It took three visits there before the current X-Ray machine would work well enough to perform an image of my knee. That is nowhere near satisfactory or acceptable. This needs to be made serious priority. When the UW system works on Orcas Island, it's convenient. Beyond that, I absolutely know that I can receive significantly better medical attention off island.
6 I appreciate that we have the clinic at all and that it is close by.
6 The phone system is awful and I feel like many of the staff are more stressed due to being forced to shorter visits and additional paperwork. However I'd also like to say that I adore my PA and I'm happy if she's happy at the clinic. My PA is amazing.
6 A bit disorganized; long waits for appointments, blood draws and no radiological services Dr. Russell
6 The front desk is unfriendly. Call backs often don't happen. The Seattle call center is more helpful and friendly than the local reception. Dr. Russell and Dr Alperin are both very good.
6 Dr. Russell and Dr. Alperin
6 Very difficult to get a referral verified ecare
6 Inconsistencies in communication between staff and me ie follow up, sending messages etc.. and staff and staff ie, ordering the correct tests. Availability and the staff is great. It seems there are growing pains in the day to day business of running the clinic.
5 He took much more time with me than I feel was warranted for a get acquainted physical exam when I had no current medical complaints The medical and support stadd
6 Susan N, nurse, MaryBeth V, and Kriarin P. All are very knowledgeable and very helpful. Email availablity
6 Dr. Russell spent an appropriate amount of quality time. I felt heard. don't know yet
5 Too long a wait. Need more docs. Please hire Maribeth!
6 Wait time for appointments and blood draws needs to be faster. Access to uw specialists
5 Haven't tried often, but seems as if getting a response from Dr. Alperin required multiple phone calls leaving messages. But when I see Dr. Alperin, he takes all the time needed, and really deals with questions, referrals, etc.
5 Have just had one primary visit for a annual check up and the experience with the physician was good. Blood draws took a couple weeks to schedule which seems like a long time. The results however were sent to me online that day which was impressive. Still haven't received any bills yet.
5 Doctor doesn't get the correct message from me.
5 No Works
5 Lag time on response, ie, no response to question about violent, retching coughing during flue that was frightening me & those around me. That got no response. Drug refill approvals. Yet to be determined.
5 Having to deal with insurance codes for simple visits and not being able to talk to someone at the clinic about the different codes The personnel
5 I do not like not having direct phone access to the clinic and the wait times at the clinic are often very long. I would like the clinic to be able to do more, such as xrays, blood work, dermatology, to minimize referrals. The physician and nurses.
0 There is an attitude in the back by certain nurses that's makes me never want to go there. If you are ever able to get in. NOTHING!!!! Like most of the locals on the islands we hate the clinic. Thank goodness for Orcas Fire or we would be #$%^^
6 Poor follow-up and no reminders about maintenance visits (needed blood tests). Front desk staff need friendliness and courtesy training. Quit pestering doctors to hurry. Decent docs and great back room staff. I was a Dr. Russell patient when he had his own clinic. I liked him a lot. When he went to UW, I signed up to go there. However, when I had a problem, it was going to take a couple weeks before I could see him. Not figuring I should wait that long, I went with the soonest available one. Same situation the next time. I have yet to see Dr. Russell at UW and doubt I will since I don't go unless absolutely necessary. Patients who've been with him longer may be getting in, perhaps. So, I'm starting over with a multitude of different docs and assistants when I go in. Okay. I suppose that's fine, but kind of liked the small-town doc consistency from before. Competent docs and nurses. I like everyone I've seen there.
5 The online system. But remember that this commission and Levy was not just for OFHC The staff and Drs are great the poor handling of timely apointments is hard. But I do like the online email options
5 I'm very impressed with the Doctors and nurses! I DON'T LIKE getting the UW taking before we can talk to the person at the front desk -(it's a waste of time and repetetive) The nurses and doctors/ the front dest less so.
5 Making appointments is a pain and the central appointments center does not always promptly follow through That it exists.
5 Service has been great. However getting an appointment has been inconsistent. My daughter required a sports physical and the clinic was able to schedule an appointment within a week. Same daughter became acutely ill weeks later and was not able to be worked into the schedule. We took her to the fire station for evaluation and ended up flying her to the ER in Bellingham. Final diagnosis was gastrointestinal virus. Had she been able to be seen by a physician, it may have saved us the air ambulance trip to Bellingham and the ER visit. The doctors and nurses.
5 They are all very professional and easy too work with.. only issue i see is they are having growing pains and the whole practice needs to be bigger!! The employees!!
5 Front office staff is obstructive Professional staff
5 Livable Staff
5 Dr. Alperin was disappointing. Kirsten Pickard NP was way more effective! That is is associated with UW and has access to all of their specialists.
5 HAD TO WAIT TWO WEEKS TO SEE MY DOCTOR ORGANIZED
5 Prescription renewals sometimes get lost Permanence
5 Not sure yet. This seems to be a very painful learning curve for all of us.
5 too long to see a doctor not sure
5 We're legacy patients. So far no problems. It meets our needs so far
5 It lacks the local, personal feel it once had. I think this could be restored under UW. It's open.
5 Just that it exists.
5 local
5 startup was clumsy, appear to be improving re responsiveness and timeliness neutral
5 Do away with appointment requests via phone going to an off island receptionist first It is here
5 Brand new patient. Have had one appointment only. Left office feeling confident of doctor and facilities. It is local. Been going off island for primary care before this.
5 After a rocky start it seems to be working well. It is on island and provides reasonable basic care with the option of referral to a good hospital/specialist care.
5 I haven't used any services in the last six months. I like to know that it is there if needed.
5 They need to schedule blood draws so that the blood goes out immediately to the lab. 24 hours doesn't work. It has been more convenient than driving down to UWMC.
5 Office visits for non-acute care have been professional and generally fine. I do worry that medical records transfer from previous systems has been incomplete. BUT! Reaching the clinic by phone has at times been abysmal! Most recently, EMS was here for my husband, and NOBODY could get through to the clinic by phone, no matter which front or back line they tried, for about 20 minutes of repeated efforts by several people. I feel we can expect policies for a high standard of care. But that all depends on the professionalism and collegiality of all the staff, from front desk to clinicians. Still waiting to see....
5 Close to my house.
5 Making phone reserbations is poor. Dr Alprin is great
5 My son had a problem that needed to be fixed right away. The receptionist was very rude. That didn't happen when Dr. Russell had his own practice. Dr. Russell! Glad to Dr. Flemming is there now too.
5 When I called to make my first non-emergency appointment with UW clinic, it sounded like I had reached a call center in India and they said they had no record of me as a patient despite the fact that I had filled out and sent in all of the change-over paperwork. This didn't exactly inspire my confidence in UW Clinic. Dr. Russell, so far.
5 energetic, concerned and friendly staff.
5 Call backs take too long. Friendly
5 I needed to make a full blown expensive appointment to get an annual stool kit test, as recommended by my insurance carrier. It was totally ridiculous and expensive waste of Dr. Alperin's time, and mine. I'm quite sure that someone else needed that appointment more than me. I don't know.
5 being available and front desk and lab assistance.
5 Post visit communication was lacking. Had to go and check my own results from tests run during visit. Ability to get a physical on island.
5 My experience with the doctors and staff have been excellent. Main complaint is the length of time it took (2 weeks) to get an appt when I thought I might have a UTI. Access to specialists if needed.
4 Unhappy with the front desk The doctors are great
4 i needed copies of my medical records (vaccination schedules). i was surprised and alarmed to be told by UW that the records were not available in the clinic and i needed to call island hospital. i called island hospital and was told they couldn't help me, but to call fidalgo medical associates. I did this and waited over a week without a call back. unacceptable. I thought money that was contributed to UW was to allow for transfer of patient records into their system. what is going on? very unhappy about this.
4 My son had an allergic reaction, and needed an EpiPen after clinic hours. Since we have no acute care offered after hours I drove my son to the fire station, where he was treated. Our insurance company denied coverage because the treatment wasn't given at a local clinic. We had to fight very hard for them to see that in our rural setting, there is no acute care option, and the firehouse is the only place he could receive the medication and observation he needed. I must also strongly object to my friend's experience of being denied an appointment after she broke her wrist. She had to resort to going in there crying and refusing to leave a week later in order to be seen. If I were a patient in or out of a room at that time, I would gladly give my appointment for her to be treated. I cannot understand why this happened. I also desperately want Dr. Camille Flemming to be hired by the UW clinic. We need a doctor trained in pediatrics to work with our island kids. She has a wealth of knowledge and we desperately need her. Please hire her! I appreciate that they are willing to help keep our island clinic open!
4 Difficult to make tmely appt.'s AND physicians were too busy to focus on my case/read my background from the last 9 months. Proximity
4 Had to wait a long time for an appointment; it was a quick appointment and the charge was $160 Not sure yet. Have only had one appointment.
4 slow to complete referrals and follow up on test results. availability of numerous outside doctors. On site blood work
4 difficult to get in on a timely basis being able to access information on line
4 Vaccination fridge not replaced for months, didn't receive any update calls as requested Caring staff
4 UW may not be the best fit for our island. We are small, we need access without all the red tape of a huge system. We also need consistent care. My family has seen such a range of doctors in the last year. Also our records still seem incomplete without a full history included even though we have always been at the clinic. Doctors--Pickard and Velazques are awesome.
4 The telephone service is horible all my med records from the UW hospital and the other uw clinics are available for he Doctors to see and review.
3 I hate how difficult it is to just call in to the office.
3 Docs and nurses, and PA are great..the front desk is terrible, tries to triage, asks questions about Rx refills which they are not equipped to ask, cancels appointments. I know they are busy—perhaps a dedicated line to a triage nurse?
We need experienced desk workers, not those who have never held the job of fielding medical calls. Would be good to have people who have worked in a Dr.’s office. The medical staff
3 The wait time is ridiculously long...I waited for a doctor for over an hour with two small kids in a tiny room The staff is nice
3 Prescription refills should occur more easily and seamlessly The staff-Marybeth Gonzalez and Dr Alperin
3 Billing system is a nightmare. Receive a bill pay it, next month get refund check in same amount, following up with another bill for same amount,date. Services. Really confusing and disturbing
3 That there is a clinic there
3 I don't like it that when you are actually SICK, you get scheduled out for a time that is days or weeks away! I don't like it when you talk to someone in Seattle that doesn't have a clue about Orcas. The actual facility, which I don't want to see closed.
3 Wait for routine blood draws usually longer than 30 minutes past the scheduled appointment time Nurse practitioners
3 Took approx. 2 months to finally be told that I could not get the treatment I was requesting without going to a specialist first - no timely response to my calls and emails after my doctor visit. part of established healthcare system
3 Kristen Pickard was excellent Pickard and Russell
3 Prescriptions are a 7 day wait. Disconnect between incoming and outgoing faxes. Professional and skilled staff!
3 Lack of vaccinations for this long is really disappointing. Added cost to parents as they are not covered by insurance when done with county health. And a bigger hassle and delay. Wait time at facility, even with appointment, is too long at 30min to 1 hour. Nurses have sent us away at triage without seeing doctor for acute issues that ended up resulting in multiple visits because doctor and prescription needed. Follow-up for triage on acute issues by phone is lengthy, full work day. Follow-up on questions regarding lab capabilities very poor. Took one month and several follow ups to fine they couldn't perform particular lab work. Trying to call in prescription for existing patient took one month and several calls and after being told it was done several times it never actually was done and had to go elsewhere. quality of doctors, location, friendliness of staff
3 the care at the clinic is adequate but slow....but I have Kaiser Insurance and cannot access any UW doctor. I wish I could access the UW system with Kaiser insurance
3 I have an appointment next week, so that I can get my records transferred to UW Clinics. I find it extremely irritating to be put on hold, or be told there is a 30 minute wait time, to try to talk to someone in Seattle, I assume. I have always taken for granted being able to call our Eastsound clinic, to talk to someone here. Also, I took my mother off island for a specialist appointment, where we found that the Orcas clinic had neglected to transfer important records. Not okay. Not much so far.
3 I had to see Dr Russell only in order to have my Rx renewed, and it took something like 6 weeks to get in. Seems like the brief interaction we had could have been done by e mail. If a live exam is absolutely necessary, then it shouldn't take so long to get on the schedule. I was UW clinic patient previously, in Belltown (Seattle). I think their commitment to rural medicine is great - but they need to deliver the health care we need, whether or not it fits their larger practice model.
3 Not being able to talk to someone locally is a bit frustrating I appreciate that it is connected to a larger variety of services
3 calling on the phone and talking to a nurse in Seattle is unacceptable. Must be able to call directly to a clinic person here on Orcas. ??
3 Dr is great but too hard to get an appointment Compassionate competent doctor and good referrals
3 longer waits, lack of knowledge about referrals that are under my insurer's umbrella, literally lack of "hands on" when it came to shoulder/neck/back distress. ecare, visit summary upon exit.
3 I understand that doctors spending time with patients adds up over the course of a day, but I make appointments before 9am and still routinely wait 30+ minutes past my appointment time. In addition, I have a toddler that like most toddlers frequently sees the doctor. It is unbearable trying to keep him distracted while waiting so long as the clinic has almost no supplies or activities for children in the waiting area. Feeling like I know the doctors and nurses there.
2 Had a scheduled appt., seen by nurse in a timely fashion. And walked out after being there an hour 15 minutes. I told a staff member I was leaving and why. I expected a call, an explanation, an apology. I had to call the clinic. That it is on Orcas
2 Too far out for appointments
2 The clinic staff on island is great. Dealing with UW is disappointing. The other day, I called to make an appointment and was told it was a 15 min wait. So I was on hold and after several minutes, the system hung up on me. I had to physically go to the clinic to make an appointment. Billing: I had paid my bill on time but used the wrong address on the billing statement (there are TWO) when I set up my online bill pay. I received a check back for half of the amount I had paid and then received a follow up call that I would be sent to collections if I did not pay, even though I had (and where is the other half that I paid?). Seems like they could have sent the check over to the other address or have called or something? It was really frustrating since I had sent a check on time.... I realize this was a mistake on my part but having two addresses on the billing statement is confusing. And clearly I was paying a bill - so why not send the check over to the other department? Seems to be the only way we can have a sustainable clinic on island.
2 5:30pm on the Friday before 4th of July, my husband was attacked by a dog and required emergency care. EMTs responded quickly and were great. Calls by them to our UW clinic went unanswered. They then tried Orcas Island clinic who refused service since we were patients of UW. We had rush to the ferry to the Friday Harbor emergency room. We then had to ask them to make us a first priority so we could catch the 10pm ferry back because there were no hotel rooms to be had. They were luckily able to get xrays and stitches done as quickly as possible. They released us at 5 minutes until ferry departure. We made it to the ferry just as they were about to leave. Otherwise, we'd have been sleeping in our car after leaving the emergency room. Bad Orcas Island medical experience! Only that it's local. Dr is great but the medical staff are so very rude and unprofessional.
2 Had a cold/flu and needed to go in to make sure I could return to work. Next availability was two weeks from when I called. Unacceptable Office cleanliness
2 Corporate recording, impersonal. Took 3 weeks to get appt. to be seen, whereupon doctor spent 15 minutes with me, after waiting 45 minutes. Another instance, emergency visit needed~waited an hour to be seen by rude imprsonal new md. It's on Orcas.
2 Have waited 40 min. to an hour for office visits(3 times) with a doctor Could not get appointment with doctor for 5 days after returning from St. Joseph emergency (overnight)to discuss potential cardiac issue and to schedule stress test appt. Dr. had no recommendations as to best place for this. Visits characterized by doctor's impersonal non-productive demeanor and delays in making appts. here and for off island specialist appts.. I think this Dr's approach is as much created by UW scheduling and policies as by the Doctor himself. Very slow response to any of my questions - by phone or email. Do not like having all attempts to communicate with Dr. filtered through the "nurse of the day".virtually no direct communication. Very unsatisfactory relationship -which I have ended. Nothing
2 non-urgent was great but when truth from me was established I had to wait until I finally talked to Mary, the new nurse. It is on Orcas Island and when they get the wrinkles out I think response will be fine.
2 I think that Dr. Russell is great. However, the clinic could not even successfully perform a blood draw on me. Others say they had a similar experience. The refrigerator was apparently broken for months and shots were unavailable/compromised. This is not giving basic care. Not acceptable. I like Dr. Russell.
2 Alperin is useless Drs. Veslasquez & Fleming
2 the nursing and medical care is very good. the problem is the wait times, making appointments, and having to make separate appointments for each thing rather than one appointment when multiple issues are addressed. eCare system seems accessible. Medical providers are good, as they were before UW too.
2 Never call back. Appointments are very hard to get. Good staff. Convenient.
2 long waits, to get appt great support staff, you hired Dr. Fleming
2 1. Current staff is inadequate for full time residents. Visitors require even more staff, perhaps temporary? 2. UW Seattle communications are unacceptable. 3. Radiology equipment must be upgraded. I can still see my primary physician, but it's much more difficult.
2 Doctor would not administer a cortisone shot. Doctor did not know how to take a cast off, . Clinic is on island
2 Dr Russell is there
2 Waited for more than 30 days for a wellness check up and for Rx review/refill. Dr. Russell
2 Dreadful wait times once at every stop in the office. Ridiculous scheduling for a fasting blood draw (scheduled 3 weeks out at 10:00 a.m. easiest and fastest time I could be worked in on the schedule). A phone call to schedule an appointment for that blood draw to 45 minutes! It was routine, imagine if it was complex. So glad we are healthy because we are getting terrible service from the beauracracy of non local scheduling. And worst of all is the policy they have to not accept cash payment. This marginalizes anyone who can't pay with a credit card or can't qualify for a bank/checking account. we prefer to pay cash. The finance office threatened turning us over for collection over a $10 copay because the policy has no other option. Dr. Russell and his staff.
1 difficulty in reaching local staff, idiotic phone access system, has become very expensive after Dr. Giefer left. use of local staff to maintain patient relationship/ continuity (I hope)
1 My first experience: I needed a flu shot and couldn't get it through other venues due to my work scehdule. Called UW medicine and was told it was not available yet here (this was last fall) but-- I could get on at Harborview! Second experience: an infection in my mouth, quite painful, long red streaks inside my mouth. Triage nurse gave me a number to call-- I wrote it down accurately, but turned out to be a number I could not access ("restricted"). Called back (long time on hold, as it was Xmas weekend.) They said they would call back. THREE DAYS LATER I was "called back." In the meantime I called my local dentist, at home, who prescribed me antibiotics and talked with me. . .Have to say I did go into the UW clinic to tell them what happened. and the woman I talked with said it shouldn't have happened and was apologetic. Third experience, some months ago: triage nurse I called made an appointment for me the next day at UW Clinic when I got off work-- she was very good, really listened, very compassionate and personable. The UW Clinic person I saw said I should go to an ER-- either on the mainland, or in Friday Harbor. She wanted to veer on the side of being caution as she was not sure what she was looking at. I chose Friday Harbor, got there quite late in the evening, and was so TOTALLY IMPRESSED by the folks there. Made me feel I need to just go to Friday Harbor for health care instead of UW Clinic. The MD printed out and gave me a detailed description of what to watch out for, gave me his number to call, gave me printed info of exersizes to help handle my problem. I have never been given that kind of printed info to take home with me from UW Clinic. Because Peace Health had given me a pain killer, they also heated me up a microwave meal so I did't have an empty stomach, and made sure I made the last ferry back to Orcas that night. I SO WISH UW Clinic operated with the same level of professionlism and just plain caring. well, at least it is here.The receptionists are always wonderful. I miss some of the nurses who no longer work there. The whole feel has changed. I worked in health care for the elderly for years, and I know how much the "feel"matters.
1 The wait times to get and appointment or to have a blood draw are so excessive that I have chosen to go off island for these services. It begs the questions, "Why do I have to pay a new and significant fee for this unacceptable level of service?" Nothing
1 We live on an island, our call volume is not as great as Seattle, We can not just jump in the car and go to an emergency room. Priority is needed in return phone call time to islanders because of the ferry system. Record keeping ...maybe.....
1 The doctors
1 My biggest complaint is that you can NEVER get ahold of anyone via phone. They literally do not pick up the phones, the secondary answering service can't even get ahold of them. This is ridicules, just having someone to answer the phone would solve a lot of these issues. The services once you actually can get an appointment is good. Poor communication at the front desk and failure to answer phones (I have never not been on hold for 12-18 minutes just to get through to someone).
1 physician extremely slow in processing reports and orders for additional services and referrals. Front desk personnel generally not helpful. patient portal not adequate it's on the island.
1 [This comment, in its entirety, has been privately passed along to the Commissioners and the care provider. Thank you for your participation in our survey. -- Madrona Voices]
1 My provider seemed not interested in being willing to communicate the results of my examination with providers outside of UW clinic. His attitude about this did not seem professional. It's affiliation with the UW.
1 A well resourced and staffed practice should serve 2000 pts per PCP. Consider a practice management study and assessment of througput (pt flow). The efficiency and pt service of this practice is below standard. The providers are good, but hampered by an inefficient practice management. The staff are good too, probably not able to be more efficient in the system that exists. It's opportunity for excellence if UW us willing to learn about and respond to the needs of rural (vs neighborhood) practice.
1 Providers are good. It's impossible to get what I need via phone so I stop in to talk directly with the people at the desk. It took 2+ months to get a referral sent to an endocrinologist for my daughter. Our medical center couldn't seem to get it sent, despite my stopping by 8 times. They tried, but it didn't go through. I made too many phone calls to count, verified the fax number several times... so frustrating. Important treatments to lower my daughter's pain level have been significantly delayed. I like the staff. The systems seem ineffective, but the staff is always great.
0 I much prefer the friendly welcoming environment of Dr Russell's private practice. So far...nothing. They are not delivering on the promises made to get my vote.
10 Just right. Care and treatment correct as well as support and respect Willing to listen and to improve
10 Love the new Doc
x I have not been to the clinic in the past 6 months. I have been waiting for my primary physician to arrive. It exists.
0 Very bad phone response. Very bad perscription response. Unpleseant staff Very little. I had much better service going to Dr. Russsell's office directly in the past.
0 1. I have waited more than a month for a primary care appointment. 2. It can take 2 weeks and several phone calls to have an Rx refilled, with the clinic and Ray's each blaming the other. 3. I am the primary caretaker for my spouse who has multiple medical conditions. When his symptoms changed abruptly, we were told that there were no same-day or next-day appointments and we should drive off-island or have him flown off. However, it was not clearly an emergency and a situation that his physician could (and eventually did) assess. Meanwhile, nurses and receptionists were reading his personal information and making unqualified medical judgements, raising serious questions about confidentiality. 4.Upon calling the clinic to say that the physician had emailed him that he needed to be seen, he was given an appointment for 3 weeks in the future. 5. It is not possible to communicate directly with one's physician. E-mails go through various personnel who decide whether to forward them to the physician, again raising matters of confidentiality. It can take several days before the physician sees the e-mail. My husband was sent a heart monitor that would not work because we cannot get hi-speed internet. He emailed the physician to ask for a different monitor, and received a reply after 5 DAYS telling him that the doctor was out of town for another week. 6.My stepdaughter was having trouble breathing and had to wait 1 week for an appointment to be diagnosed with pneumonia and receive antibiotics. 7.My granddaughter was sent home from daycare because she had "spots," which the daycare worker thought could be chickenpox, although she was vaccinated. UW refused to see her; rather, her mother was told to keep her home (and miss work) for 7 days. Fortunately, someone at Shinstrom's was able to accurately identify mosquito bites. We have loved, respected, and trusted Dr. Russell for many years. However, it appears that an uncaring and supremely inefficient bureaucracy has been imposed between our relationship with our primary care physician, severely impairing our access to health care.
1 They do not seem to have an excellent service ethic. ie. I called to get my childs immunization records spring of '18, they told me they had someone on it and they'd get back to me, I have not heard back one peep. I have zero trust that I will ever receive a call back from them on any issue I call about (unliess it's emergency related, in which case I MIGHT hear back the same day)...they are either understaffed, or under organized...since it was the same at Russell's office I'm guessing it's more of the latter or some such. I like that when I go I get my own records so I have information I need when I leave. I like that they have Kirsten P. and are bringing back Camille F.
1 Not able to see a doctor, no X-ray tech available during regular business hours, Monday thru Friday. Cleanliness
1 Poorly organised Changing doctors Doctor that left
0 It is very frustrating to not be able to get someone on the phone to answer a simple question, to have to visit the clinic in person if you want to talk to someone there (I just needed to know who is my PCP...)
0 To many staff between me and my dr Local
0 We need real doctors to diagnose patients needs on-site, after hours, and on weekends. This was a reality BEFORE UW took over. Having an on call nurse is a joke. Having an EMT diagnose a patient's condition is also dangerous. Both failed my family and thankfully, my daughter did not die in UW's care. UW's mishandling of my daughter's ruptured appendix nearly cost her her life. Am I still bitter? Certainly. Do I trust UW's care. Regretfully, no. Nothing now. I am honestly frightened to visit this clinic.