El Rio Health

Good morning, after waiting 35min to make appointment for my daughter I was hung up on by Rebecca ( I believe of her name) she asked me if there was a release form. I asked her if we can reschedule and my daughter can call back, she cut me off! I replied "Ma'am that's what I was trying to ask you ", as she repeated, then hung up. ElRio is going down hill so fast with the lack of respect and understanding for the patient. Not the first time!

Getting help with medical problems is something this place is good for. I have always been treated with respect and they never look down on me for being an ex-drug addict. They really want to help the best way possible.

The pediatrician office is always so unhelpful and unprofessional. Appointments mysteriously cancelled, nurses needing to retake measurements a ridiculous number of times, constant miscommunication. The billing department is always messing up my insurance, no matter how many times I update. It all gives pop-up clinic vibes. The only good thing is my daughter's physician, but unfortunately she isn't enough to stay.

Garbage, watched a lady at the pharmacy come back because the pharmacy gave her the wrong person's medication(heard the pharmacist apologizing) messed up mine she said it was 53$ and insurance only covered part of it and I'm like that's weird.ok so then the pharmacist looks at it as I have my card in my hand and he decided to re run it without telling me and now I'm stuck till Monday at least waiting to get my meds because now I have to wait for my re approval when I was just going to pay the $53. And this is not the first incident

My wife and I have been patients here for years. They proudly note that they're the single largest health care provider in Tucson, with over 113,000 patients. With that kind of client base you'd think they'd have ways to efficiently contact them by phone or online - but you'd be very wrong. I just spent 35 minutes on hold (finally hanging up) waiting to talk to a triage nurse about an urgent health issue.

When my wife called them back they said "oh, that can take up to an hour [on hold]." And this has of course happened before. Their online patient portal is just as bad or worse, with lost medical records, "customer service" reps who promise to address your concerns but never get back to you. And if in desperation you try (as I have) to see someone in their "same day" clinic you'll find it's nothing of the kind, and will be either closed entirely except for COVID patients or require postponing your emergency (or paying through the nose at an Urgent Care clinic elsewhere - as I have had to do twice in the past two years).

If you ever do get in they have some very good doctors and nurses but I've experienced much better customer service and medical care in many other places in the U.S. - not to mention in India and Mexico. This is "fourth world" medical care.

I really hope this gets read and Mark knows I'm writing this. I have been going to el rio for a couple years now and have never had a problem and loved it. Today I had multiple problems. My same day clinic doctor discontinued one of my medications! It was gone and when I went to pick it up they said the doctor discontinued it! They also had sent my other prescriptions to the wrong pharmacy!

I was very very frustrated. I called el rio and spoke with Mark G and he worked for at least 2 hours on my case trying to figure out what happened and how to fix it. He was absolutely amazing! He cared so much he worked so hard and deserves so much gratitude. He had the best costumer service, he made everything okay again. Thank you Mark. Update: El rio had been wonderful until recently.

I went there for a same day clinic visit and they prescribed me two medications. I confirmed with the nurse which pharmacy. She proceeded to send it to the incorrect pharmacy. When I got to the pharmacy to pick up my meds and a previous med (that I've been on for a while) none were there. They had it transferred to the correct pharmacy but my other rx that I've been on had been discontinued?

I called and the front spent two hours to find out the same day clinic doctor discontinued it for no reason? I had to wait a whole week to get that med because of this. Then, I had another med prescribed and they both went to the wrong pharmacy AGAIN after confirming the correct one! Then I called the pharmacy today and they asked if they could put me on hold and then put me on hold before I could respond!

I'm tired of the disrespect and confusion of el rio! They're front desk staff is phenomenal but they're pharmacy staff and nurses are not. I'm done with the disrespect and about done with el rio! It's not that hard to send my prescriptions to the right pharmacy and to have customer service!

My mother had an appointment to get her COVID-19 vaccine. They tried to charge her the shots. When asked how much it would be they told her they don't know. Really you are just not going to tell someone how much something is going to cost? Will bill you later don't worry really? How are people supposed to end the fight against COVID-19, when this kind of stuff is happening?

Dr. Catheryn is outstanding! She deserves five stars for being very personable, down to earth and knowledgeable. Graciella in the lab.she deserves one star for being the opposite. She is extremely unprofessional, cranky and rude.

My Family has been going here for over 20 years! Sometimes it is best to go to a place that has everything. After the doctor visit the pharmacy is there, the X-ray is there. When I was pregnant the obgyn super nice and attentive. They have sliding fee options.

Ok, so the ridiculousness of getting through their front door aside, I want to shout out two employees here who are fantastic! Janelle, who is a staff member at the Midwifery clinic is phenomenal! And John, at the Lab made me feel at ease (I don't do well with getting my blood work done) and made it quick, painless, and no bruising. If it wasn't for these two employees, I would have taken my healthcare elsewhere.

They are the reason that this place gets 4 stars. Update: I had to remove the stars that I gave them because unfortunately, Janelle and John alone can't save this place. I had an ultrasound scheduled by El Rio for Obstetrix at TMC, then I get a phone call from El Rio saying that my ultrasound needed to be rescheduled and to call them. So I call them and they tell me to call Obstetrix.hold up, they booked the original appointment, but now I have to reschedule?

That's not even the worst part though. I call Obstetrix and they tell me that El Rio CANCELLED my original ultrasound appointment to add on a scan that I DID NOT AUTHORIZE! Sorry, but YOU don't get to make health decisions for ME! Especially when it's something that I didn't want and can be billed to my insurance. So no, we will not be staying here.