Phone lines Who doesn't want to hold for an hour when they're not feeling well? I'm currently at 1 hour 6 minutes on hold. The phones are only on for another 30 minutes. Do you think that there are this many people trying to call at 6:30 pm?? This isn't the first time either. Last week, I called and after a 48 minute hold, someone picked up and promptly hung up on my. I have been with this practice for about 5 years. The doctor I see is great, but the phone service leaves MUCH to be desired. They offer a prompt to "press 1 to have someone call you back." I have tried this several times over the duration of my tenure as a patient and no one EVER calls back. I can't understand how this is tolerated. If the office is really this busy, hire more staff. If I can ever get through, this will be my last visit. I am changing practices.

Warning this a patient care mass factory 1) there is no regular attending physician. Do not expect the same physician to treat you twice. 2) Check your bill. I received a bill and my insurance said I should not. 3) there is minimal way to contact them. You are asked to go to a web portal. If you call . Expect long wait times. If you reach someone, do no depend on messages being related to doctors. 4) competency ,lack of in the office. Repeat directions and instructions with staff. Be clear they understand. 5) if you're expecting warmth, or a personable experience This doctor office is a patient factory. It's mass produced patient care.

I was a patient at this practice for several years. I am a young healthy adult so didn't really need care very often so it was fine. However over the past 2 years, beginning with them encouraging me and referencing the safety profile multiple time for a medication they prescribed that I then had a severe reaction to, it's all gone downhill. They didn't even know about the reaction that happened despite warnings being discussed and placed on the medication by the FDA starting in 2007. Their staff is so patronizing it has permanently altered how I see the medical field. Not to mention on any given day you have to wait on hold for 20 minutes for someone to even answer the phone. Well when the office called to schedule my physical, I informed them I was switching providers and gave the feedback that it is unacceptable to wait on hold for 30 minutes for someone to even pick up the phone. Yesterday, I received this letter that they are terminatimg our relationship.... It's hilarious and a total representation of how this practice views itself and its patients. If you are looking for a provider...might I suggest anywhere but here.

The staff is nice at the office as is my doctor. But the reason why I am rating this place so low is because of their ridiculously long hold times. I have tried to call multiple times because I need the office to call a number to request treatment for me as my insurance told me to do. Over the last week, after calling multiple times, I have waited a combined 3-4 hours on hold. No one answered. When I do eventually give up I request a callback but receive no call. How am I supposed to get through to my doctor’s office if they can’t pick up the phone? After hours of waiting? Friendly people in person, but do not expect any customer service help whatsoever from their phone number.

They only care about a check! After five years with being with them, just because I missed a few appointments, they just drop me without a word and don’t care about the medical issues I have. Now I’m going to be months without medication since most doctors here are always booked. Oh and don’t call them, you will be waiting over an hour just to speak with someone who has a horrible attitude. Honestly it’s getting pretty ghetto there. Just go to Buffalo medical group for your primary care doctor. This place is not worth it at all!!

Most unhelpful, uncaring and rude office I've dealt with thus far. Everything is "We'd have to see you" but they can't make an appointment. Was literally told "call right at 8, and just sit on hold to try and get one of the video visits for that day." I'm sorry but that is unacceptable. Especially when I've been dealing with covid and all I wanted was a prescription for cough pearls. Utterly pathetic way to treat patients. Good luck calling them too, don't bother unless you have 2 hours to sit on hold without ever speaking to a human.

I have to say that I DID love your practice. HOWEVER, after how your treated my daughter my entire family will be looking for another practice. My 18 yr old daughter signed up to be with you guys BUT bc her earliest appointment was for July, when she called for help bc she was up all night and in PAIN from an ear infection. Not only did you tell her hmmm your not an established patient, but we will ask the MD. You waited 4 HOURS!!!!! To call her back to say, well the MD recommends you go to a WellNow. SHAME ON YOU! That is deplorable, I am a medical professional and this was so uncalled for.

I gave them 2 stars because when I first switched over, I honestly really loved this practice. I’m not sure if they’re expanding faster than they can keep up with, but like others have commented, if you ever miss a phone call from them now, good luck hearing back. When you call the office back, you could be routed to any location, and if the person who called you isn’t at that location, they have to track the person down to call you back, which conveniently they never do. I work in healthcare, and I realize that no system is perfect. I have empathy for both sides of the coin, providers and patients, but something I’ve noticed becoming more common is the laziness of said providers. Healthcare is a sore subject among a lot of people for this reason. You’re supposed to trust your provider with your life, but when you don’t feel you’re receiving quality care, what do you do then? I absolutely loved my provider; she listened to me and addressed my concerns, and she always made an attempt to help with the issue instead of immediately referring me to a specialist, which I always appreciated. I never had issues until I started seeing her PAs. The first one had to do my physical because I needed it done for school and I couldn’t get in with the doctor in time. She never examined me. So my insurance got charged, and all she did was sit on her computer and type away. Not only that, but another doctor had to come in because she wasn’t even actually licensed. Why would you have an unlicensed provider do my physical? I’ve recently been dealing with unintentional weight loss to the point where I had another provider question me about whether it was intentional because it was happening in a short amount of time. When I had my next appointment with her new PA, I asked her what my weight was at my last physical. She told me I hadn’t been there since 21, which was false because I needed the physical for school, which I started in November of 22. I saw the new PA because I was experiencing back pain. She also never examined me to find out where the pain was or what my range of motion was. She never sent me for imaging or referred me elsewhere. I suggested physical therapy because I had it in the past for a disc issue, but I still don’t know if that was the issue because I was never examined. I was also the one to inquire if it was safe to go to the chiropractor, and she said they would do imaging there. Okay? It could have been tense muscles for all I know. Then she pushed for my follow-ups to be video visits. Why so you don’t have to examine me again? It took me six months to even address how badly my anxiety was impacting my life and to seek help for not being able to focus in class. I expressed not wanting to be on any medications long-term, and they prescribed me something I had already taken in the past that you have to take consistently to see results. As for the focusing, they told me they couldn’t help me and I had to see a psychiatrist if I wanted Adderall. I can barely make it to my appointments as is, and now I have to get established with a new one just to get some help? Not even one month so that I could function better and be more able to make those appointments? When I expressed that the anxiety medication was not working, their answer was to put me on a long-term SSRI, which I had purposely come off because it made me feel like a zombie, so I refused. I also stopped trying the "Prn" anxiety medication because it was a waste of time. I can generally get by in life without, and I have less than 3 months left of school and just wanted something as needed that I could discontinue when school was over. I’ve also been dealing with dizziness and lightheadedness for years, and I attributed it to being on BP meds that, in my opinion, make it too low, but because I don’t pass out and it hasn’t dropped to 90/50, it’s acceptable to them that I feel this way. Every patient is individualized, and their care should be too. Kinda seems like they don’t really care too much about quality of life.

Great doctors office, but the wait times are a joke. I ended up going to urgent care because I couldn't get through. If I could give this medical group zero I would. They won't return my pharmacies calls so I can't get my covid medication. I shouldn't have to play phone tag!! Start treating your patients with respect. I will be changing to a smaller practice to avoid this BS.

I would not recommend this place to anyone. When you call their message says "if you're not feeling well, primary care of western ny should be your first call" that's a lie. About the only positive thing I have to say about this place is they respond to portal messages in a decent amount of time. Don't even bother calling, they'll keep you on hold for 20 minutes, then you leave a call back number and never get a call back. In my personal experience my primary here was Dr. Streicher. I saw her 1 time in person about 2 years ago when I first came to this place. From then on I only met with her minions. These people don't care about your wellbeing. The system in general is broken. You're sick and they want to keep you sick so you'll keep coming back and wasting your time and money. Lastly, if you actually have a serious issue, you will find no help from Dr. Streicher and her staff. In my personal experience, I asked that she help with me some FMLA documentation due to an ongoing GI issue and she refused, saying the GI doctor needs to fill it out. I then go back to my GI and he tells me he doesn't do FMLA and that I need to have the primary doctor complete it. So... it looks like I'm not getting FMLA. Do yourself a favor and see a homeopathic doctor when sick. I guarantee you they'll be much more helpful then this place.

I do not recommend this practice whatsoever. I work in the Healthcare field so I know the way my PCP or her PAs treat me is not right. And good luck trying to get through on the phone. I won’t go into my exact issue but just know if you want good care or someone who will actually listen to you, then do NOT GO here.

Seems like these reviews are skewed and people are only writing them if they have a bad experience, so I thought I'd add my experience as a happy patient. I hope other happy patients add theirs, too! I've been coming here (the Kenmore and Williamsville locations) for about 10 years and have always been happy with the care I have received. Dr. Lane and her staff have always been attentive and caring, from the front desk, to the portal messaging, to the nurses, attendants, and doctors. I have never had a bad experience. Their phone wait times can be long at times (weirdly it seems that everyone gets sick at the same time!) but they have a callback option where you hit a button on hold and they'll call you back as soon as possible. I rarely call them though because I use the patient portal almost exclusively, which is usually quicker. If you insist on meeting with your doctor you certainly can when you make your appointment, but (of course) that will limit the scheduling options. They are very accommodating though, for example I was just in for an ear issue and the lady checking me out noticed that I hadn't scheduled my annual physical yet. The readily available appointments were a few months after I was due, so she said she'd contact the doctor to see about moving some other things around for me. Shortly after returning home I received a phone call from the same lady at the office and she got me all set with a timely appointment with my primary doctor. That said, I've always had a perfectly fine experience with all doctors/nurses I've met with.

The worst primary practice I've ever had the displeasure of dealing with. You're just a number and a paycheck. Always have to go over basic things every appointment bc they can't take 5 minutes to skim the chart before coming in.Can't ever get a hold of anyone and if they do call back it's 2-3 days later. They never follow up with you. If you need to cancel an appointment, you'll get marked as a no call-no show, because you can't get through. Office staff is snotty and act like they have better things to do.

Absolutely love my doctor here along with his PA! I use the portal and am answered everytime by one or the other. Like a post here yes the phone lines are awful. If you can avoid that use the portal. I have the same doctor who I have had for well over 25years. Portal for both kids and myself has saved me time and copays. Dr. and PA have awesome bedside manner. Super blessed to have them. If you find a doctor in the group you should ask to ask to stay with them. I have seen others in the past no issues and get in quick if sick.

So, I'm a new patient at the union road location and I didn't experience a negative visit. Everything went smooth and to the point. Even the front desk personnel was nice.

My father is currently sick with a severe infection- he was seen at the ER yesterday and referred for follow up at doctor. My mother has been on hold with the office for 52 minutes. I understand that this is not the staff me fault as I’m sure they are short staffed and overbooked but whoever owns primary care is negligent beyond belief to continue to accept new patients when they are currently unable to provide care and services to their current clients.

Absolutely impossible to get in touch with. I love my doctor there, but if your portal is not activated, or god forbid, you're sick and need to speak to someone, you will be on hold for hours. The phone system will continuously re-loop you into the same menu, with no option to leave a message or speak to someone. Completely unacceptable.

Dr Sarah white is an amazing dr who genuinely cares about you and listens to your concerns. The office however is poorly operated. Long hold times, sometimes takes days to get a call back, I've even ended up hospitalized due to them not sending my blood pressure prescription to my pharmacy because I was "over due for an annual." They also discharged me as a patient over a $25 balance. I wish Dr white was with a better practice

I usually do not give reviews. But I think it’s good for people to know if you have a family member who attends the same clinic make sure there in good standing. I was dismissed from their practice because my adult sibling (who I do not live with) was not good standing. So they not only dismiss me but our brother as well. I had just had my first child and they did not care. I mentally was freaking out. My pcp is awesome but their policy I do not agree with. My brother also was under important care during the time of dismissal and it spiraled down his care. Since they unexpectedly dismissed us for something our adult sibling did. I was with the practice for many years. So disappointed.

I have only had great experiences at Primary Care of Western NY! My doctor is amazing and she authentically cares about her patients. The office is beautiful and friend desk people super friendly! I highly recommended!!

This place is a joke....I can never get a hold of anyone on the phone. At my last physical (almost a year ago), I was told that I couldn't schedule my next physical because their schedules don't go out that far and they would call me after 6 months to set up the appointment. Well guess who never called..... I'm not even calling this time to set up my physical. I have strep throat and it is excruciatingly painful. I can barely swallow. I've had high fevers, chills, sweats. I've been dealing with this for almost 2 weeks. Everyone else in my household has it too. Luckily for them, they have doctors that care. Everyone has an antibiotic except for me because my doctor doesn't answer the phone. After being on hold for an hour, I put my phone number on the call back list, and I've heard nothing. Never mind the fact that at a physical a couple years ago, my doctor commented on my weight because I had gained 15 pounds when I was actually a healthy weight for my height. And I had been sick for over 9 months and all she could say was "it's probably just a cold". The doctor was very dismissive of my problems and only cared about my weight. But anyway right now, I don't even want an appointment. I just need an antibiotic. I'm tired of being in pain.

Great place to go if you only need a yearly physical, but not when you're sick. I messaged with some of my symptoms, and the solution was not helpful at all. They didn't even want to see me. I had to list even more symptoms for them to suggest I come in. I was told the office would contact me to schedule an appointment and never got a call or response back in the portal. Ended up going to urgent care instead.

I have never had a bad experience with the doctors, PAs, Nurses, or office staff. HOWEVER! How to call ANY office is insanely frustrating. I have had to reschedule appointments multiple times because I was running late. One time I was in traffic, another time I was stuck in a meeting. I was on hold for over an hour to give the office a heads up that I was going to be late (10/15 min). If I was able to get a hold of someone, they could let me know I had to reschedule OR that it would be fine for me to come in BEFORE I had to take time off of work or BEFORE I arrived at the office in question. I understand that a schedule must be kept, but it's frustrating when you are actively trying to make an appointment and you can't communicate with any of the offices.

They are getting just terribly bad. My Dr and staff are great, the other Dr's I've seen for the most part have been great. However don't ever try and call to schedule an appt or call for a prescription and not be prepared to wait on hold for 30+mins. They should really contract out their phone answering sewrvice, they obviously don't have enopugh people answering for the amount of patients they have. I tried calling at 8am (opening time) the other day and even that was 20 mins, its insane