I’m sad to have to change my 5 star review to a one star. I have been a patient since 2017. The person I would normally see wasn’t available when I called about an ingrown toenail. The nurse practitioner Kathleen Kraft was utterly rude and unhelpful. Without even touching or examining my foot she exasperatedly said all she could do was give me antibiotics and a referral to podiatrist. She had barely glanced at it from the door. When I explained that I had hoped to have it removed in house, since all swelling had gone down, and I experienced an ingrown toenail 20 years ago as a teen she became irritated and said I was being difficult. I have heard this expression used before toward people of color but hadn’t experienced it myself. Seems that either the appointment line or Kathleen would’ve made a better effort to not waste my time. It also seems like a very unnecessary use of antibiotics especially in this day and age. I wish I had been able to see a more professional nurse practitioner and been treated with respect as I treated the staff and Kathleen. Oh, Family Medicine is accepting new patients just be careful who you schedule with.

I used to really like my provider here. But unfortunately I'm just going to have to start looking for a new provider. I had a lab test done over a week ago. I have called three times asking to know why I don't have any results. I have left three very polite messages. Nobody bothers to call me back. These lab tests are very important and the results of them could really impact my health. So the lack of communication leaves me angry.I would understand if I was the type of patient who needed help all the time. But I rarely need assistance I literally go to see this doctor twice a year. I feel like when I need help they could at least call me back. But instead I feel completely blown off. My suggestion would be go somewhere else.

I'd leave zero stars if I could. I have been here twice since the beginning of the year. My old provider left the practice. She was really nice... however I had to switch to a new provider since she left. For two days I have been calling asking for a letter stating i have no restrictions to work. When I did hear back from someone today , I was told I needed an appointment, even though I had my physical 5 months ago...The receptionist stated I hadn't had one. What ?! To add to that , I had already seen the new provider about 4 weeks ago. I do not have the money to spend going in and on out of the doctors office for a simple letter. I have had to correct the girls at the front desk every time I go in, because I am somehow charged a large amount of money WITH insurance for simple in person visits , only to find out upon correction that they just weren't paying attention. That's comforting. Oh ! And the provider decided it'd be better for me to get lab results in person and pay a 60 dollar copay instead of telling me on the phone . It's sad , because I really did like my old provider , but this office clearly only wants my money.

For a long time Family Medicine PC was the best primary care clinic in the city BUT things have changed quite a bit. Used to be able to be seen in a timely manner if necessary but not now. Leave messages for a medical assistant and NEVER get a return call. Quality of care is nothing like when Dr. Henderson was seeing patients. The management is spending more money on TV commercials trying to get new patients than they spend on providing timely and quality care for the patients they do have and that is a real shame. Family Medicine PC is still better than most primary care clinics but if they don't return to being more patient oriented they'll be the same as most revenue generating clinics that give healthcare a deservedly bad rap. RESPONSE TO THE OWNER... There is no excuse for techs not returning phone calls. There is no excuse for it taking a week or more or NEVER to refill prescriptions. There is no excuse for providers being rude, indifferent, or condescending to patients. Patients are making the same negative comments repeatedly and nothing seems to improve. If you spent more time reminding your staff that the patients don't exist for the convenience of the practice instead of making the same excuses over and over to every negative review then both the practice and the patients you have would benefit and you would be the asset to the community Family Medicine once was.

I’ve been coming to Dr. Hendersons office since I was a child. I will be looking for a new office to take over my care. I’m disappointed with the office and the new office policies in place. I was not notified my PCP Hailey was leaving the practice and almost ran out of my medication. I called them as soon as I found out my refill was denied and told them I needed to get in ASAP so I do not get sick from not taking my medication. Cat very rudely advised that they sent out letters in December. I told her I didn’t receive one. I gave my new insurance info over the phone and they were able to get me in two days later which was great. When I arrived at the office they told me they could not verify my new insurance I gave them over the phone a week prior to my appointment. Unfortunately I forgot my insurance card since I had already giving them the info over the phone but they could not verify the information. I asked if I could run to my house to grab the card. (They make you show up to the appointment 15 min early so I had about 10 min to run home and back, plenty of time) they told me that if I left they would have to reschedule me and to be seen I would have to do the visit self pay. (I didn’t bring that kind of money with me) Luckily they were able to figure out my insurance information (they wrote an extra number 9 in my member #) and told me I would have to pay $80 up front in order to be seen or I would be rescheduled. After being threatened to be rescheduled 3 times at this point I started to shake because I was afraid I would not get my medicine refilled and have to spend the entire weekend withdrawing. I explained I’ve been coming to this office since I was a kid and if they could just bill me for the visit. Luckily they were able to accommodate but the fact that they were going to kick me out without my refill was so frustrating. Especially since they made me wait 45 min before I even saw the provider for a less than 5 min visit about simply getting a refill. 45 min is plenty of time to go home and get my insurance card which they would have denied my care for not having if they weren’t able to figure out they wrote an extra number in my member ID. The office was a mess, staff was scattered, and I will not be looking to have my medical care at this facility from here on out. Such a frustrating experience for a routine office visit from my “family” doctor. Sad to see practice’s like this only care about profit and not patient care.

I am going to write this review and try not to get to deep into the weeds. I had been going to this medical practice for a number of years. The staff was great and all the medical staff was nothing but helpful and responsive to me as a patient. I just recently had the need to see someone about an issue with my leg and foot. I found that the practice had been sold, Dr. Henderson had retired and everyone else had left. I needed to see someone and I no longer had a primary care doctor so I made an appointment. I was scheduled to be seen by Nurse Practitioner Kathleen Kraft. This brings me to why I am writing this review, seeing her was a huge mistake. When I was asked to describe what was happening and the reason for my visit by the Medical Assistant, I started to explain what was happening. She had a two way radio with her and she kept getting interrupted by radio traffic asking her questions and telling her that other patients were being placed into exam rooms. All this while I was trying to tell her was happening with my health. She was typing away on her laptop and then she left. FNP Kraft came into the exam room and said she had a treatment plan for me. I asked her how that was possible she hadn’t even examined me and she said she had read what the MA had written into the chart. I asked her what exactly that was and she started reading it to me. I told her that while some of it was correct the main part of my issues were incorrectly stated in the chart. FNP Kraft started getting angry and was very rude to me asking me to tell her exactly why I was there. I started to try to explain the issues I thought were relevant and she stopped me in the middle of what I was trying to explain to her and said, are we here because of issue A, B or because of something else. This went downhill from there. She finally gave me an order to get some x-rays done which I did the next day. I also had the results in my hand within hours of getting the x-rays and I forwarded them to her using the Patient Porthole for Family Medicine that apparently goes into a black hole somewhere. A little more than a week later I was contacted and told the results of the x-rays had been received and I needed to make an appointment to come in and discuss the results. I did make this appointment and it seems to me that the only reason to make this an office visit was to have the excuse to bill an office visit to my insurance company and collect a co-pay from me. This visit was a complete waste of time and it could have been completed over the phone or with a short email; but, it did give FNP Kraft another opportunity to show just how rude and condescending someone can be. This medical practice really needs to have some real supervision from an actual medial professional and FNP Kraft needs to find another line of work or maybe start working at the Medical Examiner’s Office where the patients don’t care anymore.

I visited Family Medicine in early May and had an awful experience with Kathleen Kraft. After much anxiety, I finally decided to write the review. I scheduled an appointment because of something that genuinely scared me in a “sensitive” part of my body as a man. I am new to the area and this was the only place I could get an appointment to quickly to have a professional opinion on such a sensitive issue. Kathleen Kraft and her assistant were obviously uncomfortable with the situation and made me feel invalidated, creepy, and like I was in the wrong. She had an aggressive and dismissive attitude with me and I left the office feeling incredibly uncomfortable. She was nothing but unhelpful, and only contributed to my anxiety about the issue. It was already a hard enough subject for me to ask for help on. I think this is a an unacceptable way for a medical *professional to act.

I’ve been going to family medicine for about a year and have had a pretty good experience with them. We used to see Shalee and she was always great. I went in for help with an ankle injury and when scheduling the appointment I wasn’t told that shalee was no longer there. When I got there they told me my appointment was with Kathleen Kraft. I should have just walked out. She was so nasty and rude, she was not short of snide comments and crass remarks. She begrudgingly helped me fill out my LOA Paperwork for my work and made it so apparently known that she wasn’t happy to be helping me. She would scoff and questions and laugh and roll her eyes at me when I was talking about my medical history. She, at one point got so frustrated because I didn’t understand the medical wording on the paperwork she slammed the door open and just walked out. She came with changes made and told me we were Done she didn’t even walk me out of the office, when turning the corner walking away from me I saw her throw up her hands in disgust and walk away. Everything about her was offensive and rude. I will not be returning. I wouldn’t waste your time here i we’re you. I’d recommend finding someone who cares about you and your job. My family and I are not interested in Family Medicine anymore

I always call in my refills on the 10th of the month. I have a reminder set to let me know I’m due. This month it went off and I called in as per the norm. Left a message for my practitioner’s assistant as per the norm. Didn’t hear back or get a refill. A few days go by. Nothing. I call back about a week later to leave another message. I’m now out of my medicine. I say so on this message. A few days go by, still nothing. Today 2 weeks after I normally call in my refill I call the pharmacy to see if maybe they got the refill and I am just not getting the notification. They said they have not received anything from my provider. And I am due for this months refill. I left another message last night for the front desk this time stating I haven’t heard from anyone, and I’m still in need of my prescription. I call agin at 10:30 this morning. Talk to the front desk. I won’t name any names. But the person who I talked too was super rude. I was trying to explain my situation. And they cut me off! “What do you need?” Wow well jerk. After I’ve left 3 message and 2 weeks later I’d really like my refill of my medication. And you not to have an attitude towards me about it. You are the ones who dropped the ball on this not me. But please by all means, cut me off mid sentence. I’ve been with this practice at the same office for over 10 years. Way before this person got hired. Back when Dr Henderson ran the practice. This is the first time I’ve felt the need to come on this platform to express my unhappiness. Do better.

I’ve had a horrible experience here overall! I’ll start off by saying that the Nurse Practitioner I saw was good at my visit and ordered additional bloodwork to get more details about my thyroid levels being too high and white blood cell count being too low. As a previous cancer survivor, I pay close attention if my body is indicating something is wrong! I was assured that my bloodwork results would be posted to my chart on the portal and I would get a call from her or her medical assistant if there were any abnormal results. This was on a Tuesday and the lab (Quest Diagnostics) had my results ready on Thursday. My results showed that I have Hashimotos Thyroiditis and despite these abnormal results, my repeated attempts to get answers via a call back, I never heard back and my results were never posted to my chart. I waited all day Monday thinking that she would definitely call to go over these abnormal results. Nope! Not Tuesday either. On Wednesday I was told again that the doctor hadn’t even reviewed my lab results yet. WAIT WHAT??? I had to go to another practitioner at another practice who reviewed my results and set an appointment to go over them with me the following day. That doctor confirmed my Hashimotos diagnosis and immediately put in for a referral to an endocrinologist. Fast forward until that Thursday (over a week later), the scheduler at Family Medicine finally called me to schedule an appointment 2 weeks out to go over my abnormal lab work. The scheduler had NO information about my results and told me I’d have to wait till my appointment for anyone to discuss the results with me. Totally unacceptable!!!! Don’t waste your time and money here. Do yourself a favor and go to a clinic that actually pays attention to urgent medical lab work so you can get help right away.

I am literally looking for a new PCP at the moment. I have been going to this practice for routine physicals and paps since about 2017 ish. Everything was fine with the care but I thought the constant email notifications of PA turnover were strange. I didn’t keep track of who I was seeing because I knew it would change in a short time. As a generally healthy person, I had that luxury. Then, in February of 2022 I needed more serious care when I wanted to explore a bump on the left side of my head that was about 1/3 of the size of a golf ball, under my skull. I was referred for an MRI to a location that did not accept my insurance so after waiting 6 weeks, I had to do my own leg work with my insurance company to find a location that did accept my insurance and narrow down that my insurance company wanted me to get an Xray or Soft Tissue Ultrasound of the bump that is under my skull. I finally get the soft tissue ultrasound and cannot seem to get the results from the practice after several follow up calls. If were not in the middle of trying to get an MRI to see if the bump under my skull is something to worry about or something I need immediate medical care for, I would simply ask for my medical records and part ways. I am now 11 weeks into trying to find out if the bump on my head is going to be a major problem for me and I cannot get a call back about my test results. Unfortunately, I am stuck in this and I am working with the office management at the moment. There are some major problems with the practice if this is the experience that is being echoed on the internet. I have worked for a doctor’s office in the past, and it should not run this way. I’m at a loss. I’m looking to get my testing done and move on from this practice.

This one star is for the Nurse Practitioner that saw me. Her name is Kathleen. She was more than 30 minutes late for my appt. I sat in the room waiting for her. I told her the reason why I was there and was confuse about what to do with my situation. She then focused on my neck. It is by far the oddest encounter I've experienced in the Medical Field. I actually prefer visiting the clinic in CVS because she was more thorough and really showed she cared for my well being. ABQ really has a massive problem in healthcare and Family Medicine, PC is a great example.

This review is for the office in general. My practitioner, Shavonne Truong, is great to work with. I have been a patient at this office for over 20 years and have never had the issues that I recently had. I applied for and was accepted by a program to have medication (very expensive) to be delivered to the doctor's office ( that is the way to company sends it) and it was signed for 12 days ago and no one knows where it is. I have called multiple times and no one knows anything. This time they transferred me to the manager and she is not in and they knew that when they transferred me. ( I called back to ask) I understand everyone is busy these days, but if an employee(s) can not do their job , they should not be there.

Visited for first time and gave a poor review due to NP lack of caring attitude and her poor ability to communicate or even act like she cared. Office Manager called me afterwards and discussed my experience with me, so I was contemplating returning. I also erased my prior poor review to give them another opportunity. Several more experiences and I wouldn’t return there for anything (a referral was made that NP and I didn’t even discuss, office called to set up a physical when I told NP that I had one in October, and on and on. Not worth my time to say more.

The doctors will all treat you like your crazy and faking everything you feel In your own body. I’d rather die than ever be made to feel the way they make you feel. They will not listen or care. Not worth your time or money to come here I went in and was out with in 10 minutes the doctor just looked at me like I’m wasting her time by being there. I had zero exam from family medicine, the doctor walked out of the room left the door open and didn’t say a word to me. A few minutes later the tech came in to tell me the doctor was done and I could leave. ** UPDATE the front desk confirmed my pharmacy as correct when I checked in but the doctor was in such a hurry to get away that she didn’t check with me and sent to the wrong pharmacy and I was told to wait till the end of the day for her to fix her mistake. So now I get to do her job and fix it so I can start my medication. Horrible office horrible providers

Edit: Had a voicemail from Jennifer asking me to call back and ask for her directly. Called back yesterday, 7/10, was told she was with a patient and would call me back in 30 minutes to an hour. Never received a call. Didn’t receive one today either. Called to ask for her again today and she wasn’t in the office. My prescription still hasn’t been sent in since I first called on 7/6/23. Will be back in abq late tomorrow afternoon and hope this will get resolved before I go back out of town again Thursday morning. Asked the front desk if I could be moved to another provider in the office and was told I’d have to schedule a visit to see them first before I can get a refill. Original post- It is always like pulling teeth trying to get my prescription refilled. Jennifer isn’t there or she doesn’t respond. The last few times the office manager had to get involved. Back in December another person in the office helped and she was so helpful but when I called back later I found out she isn’t there anymore. I was only back in town for 1 day because of work and called at 2:45pm, 3 hours and 15 minutes before they close and was told they would send a message to Jennifer. Called back at 5:10 and now apparently Jennifer isn’t there and my prescription won’t be getting filled.

Last 3 years has been pretty bad there. Constant PA turn over, 4 to 10 days to get refills called in and that was after many messages left and calls not returned. Too aggravating to put up with this nonsense anymore. Found new provider and will never return after 20+ years. Do not recommend unless you want to spend hours trying to get this office to do a somewhat competent job.

We will be leaving. My wife did bloodwork, they told her to stop all medications and get some addl testing done, not saying what appeared to be wrong but very serious about it. She did the testing and they never called. We followed up 2 weeks later and they said they haven't even looked at the results. It's been over a month and they still haven't gotten back to us. They better pray there's nothing serious, because I might look into whether this all counts as malpractice. Can it be malpractice if they neglect to practice at all?

The reviews of Kathleen Kraft are true. When I was brought back after the nurse did vitals, I waited fifteen minutes for Dr. Kraft to come. Upon her arrival she immediately started telling me about another patience’s visit reasons and after I stopped her she listened to me and then left the room for another 20 minutes. I should mention she never fully closed the door so I didn’t feel like I had privacy. I could constantly hear the staff talking about how they just couldn’t wait to leave. Nobody came to check to see how I was doing or give me any updates. Kraft finally comes back and just said she ordered blood work after never examining me, quickly listened to my heart as I was literally walking out the door so she could and I quote “say she did something”. I’ll be looking for a new provider immediately.

I have been a patient at Family Medicine for over 10 years. They are responsive, listen and follow through on my concerns and questions. I am able to get same day appointments for when I need to be seen quickly, and I am very pleased with all of the NPs that I have worked with. Genny Cardona is wonderful and has taken the time to know me and my medical history. I am finally comfortable "going to the doctor!"

** I would like to add an edit** I had several issues the past month between my insurance, my pharmacy and Family medicine. I don't know where the confusion lied but I was really getting frustrated. I contacted Janet the office manager and she stepped up and within 24 hours, I had my medicine. Thank you Janet!! Between Janet and Janice and Naomi, you have a great team!! I am very happy with this office. They are always willing to help me and work with me. I have never had a rude experience in my almost 5 years here. I use Jeanice Rancher and she is amazing!! They do expect you to do your part with being on time, cancel in advance. The front office staff is also amazing! Thank you staff!!

I have been seeing Genevieve Cardona for several years. She is thorough, clear, and makes me feel comfortable sharing any/all concerns with her -- and she takes holistic steps to alleviate them, from a PT referral, to prescriptions, to counseling referrals, to an in-office EKG. Her annual physicals are more thorough than any I've ever had. Even after moving away from Albuquerque, I have continued to travel back and see her as a self-pay patient. She's worth it. The office always has short wait times, and was very prudent with masking, temperature-taking, etc. during Covid, even after many other offices became lax on these things. All-around a wonderful practice.

I am so Thankful for Jennifer Duffy and her amazing nurse. Finally after living for years with the pain and nausea of my stomach issues, I am getting some relief. I Appreciate that Jennifer listens and understands my concerns and works with me so we are both on the same page for what is best for me! Her nurse is Awesome and she’s great about getting back to me when I leave a message. The front desk staff is always kind. So happy I found this place for my health care…

The worst place. Something is wrong there and High turnover l. Why good doctors leave in short time. Whenever I call to ask for my primary doctor. They told me sorry that doctor left. Can’t believe playing insurance and can’t see primary doctor, always has to go through urgent. NM needs better health system

I love Family Medicine and Jenise Rancher and Nick are always wonderful!! All the staff is. I tell all of my friends and family to go to Family Medicine. You are valued and truly heard as a patient. You are never made to feel like what you're going through is ridiculous.

I came here about a year ago for a basic physical and concerns of a UTI. My very first visit I was taken care of by students, I expressed my concerns of the UTI and wanting to get back on depression medications (I was about 10 months post partum). The students did my evaluation and left to speak with the NP, they came back and told me I’d have to make another appointment for a UTI and as for the depression concerns I’d have to find a counselor. I made another appointment for my UTI, came back to the same student. At this appointment I asked if they could run a pregnancy test as well. I was then told I’d need to make ANOTHER appointment. I had never been more disgusted and disappointed with a healthcare provider. They had my urine sample right there, how hard would it be to run a pregnancy test. I went home and took a test myself and sure enough was positive. It was no wonder I was feeling hormonal and had the UTI. I never went back, this place was a total scam.