GSH Medical- Liberty Village

Something has happened with the mentality/ temperament of the clinic's front desk recently, in the most negative way possible. Used to love coming here because of how good the service was and now it's near impossible to get an appointment. Anytime you call the front desk, they say there are no doctors working at the clinic and are generally quite rude regarding hold times and helping you. A shame to see this happen to a clinic I used to highly vouch for.

I have been a patient of Dr. De Los Santos for almost ten years now. I feel so blessed to have such an amazing family dr who is empathetic, professional, and knowledgeable. The reception team always responds to my emails within the same day. I don’t usually write reviews, however over the past year I’ve had some health issues that required last minute attention and their receptionist Stephanie most definitely deserves a five star rating. Not only is she professional and empathetic to my situation but she has always gone above and beyond to ensure my issues are addressed in a timely manner. She takes the time to listen to your concerns without making you feel rushed off the phone even though they are extremely busy. She always follows up to make sure my issues are resolved and can turn a stressful situation into a positive one. Working in the health care industry can be stressful especially during this pandemic but she always manages to keep a calm and positive attitude towards all patients.

Agree with all the reviews. I’ve tried this clinic pre-pandemic and during pandemic. First, the phone number is either off or busy and there is no voicemail set up (currently). Second, the reception IS the worst. I’ve read both the client reviews and the management responses and covid or not the staff is awful. They will not look at you and sit there on there doing nothing while you’re waiting for them to address you, they speak in an incredible rude tone, and regardless if you’re completely prepared with all your documents ready for them they still speak to you as if you’re doing something wrong. Third, the doctors for the walk-in are only fine. They don’t go above and beyond (or even to minimal expectation) and honestly they don’t really try to diagnose. Mostly they’ll just send you home with a general antibiotic and then move on but if you go to another clinic you’ll find out what is actually the reason for your visit to the clinic. If you can avoid this place, I would strongly urge you to do so.

i’ve visited / had phone consultations with this place about 5 times. a couple of days ago, i had an extremely triggering interaction with not one but two of the receptionists here, in which i felt more dismissed and disrespected than i ever have by an employee in a professional setting. basically one of them spoke to me with annoyance and disregard, then exploded with anger when i asked her to repeat something / answer a question. then when i called back to try and get someone else to help me, the other one answered and proceeded to bully and taunt me (seemingly in solidarity with her fellow receptionist), even going so far as to threaten changing around the details of the doctors appointment i had scheduled. i don’t know their names and didn’t even bother to ask because surely they would have just lied to me anyway. my anxiety was already high, as i relied on them to relay information about important medical results of mine, which they failed to do and instead sent me spiraling into confusion and outrage. i left a seething review at the time, explaining every detail, but am changing it now for the sake of the doctors and other receptionists (one who said her name was sunny called later to answer my question & confirm the details of my appointment). but the two that i dealt with ruined my day and frankly made me want to cut all ties with this clinic. unfortunately i am in the middle of a medical situation that my doctor is monitoring and it doesn’t seem easy to just find someone else, so i have to stick it out for now. but this is the first time in my life that a RECEPTION team has made me want to completely avoid a place. customer service roles shouldn’t be filled by people this outwardly catty and miserable. if you’re shopping around, my advice would be to find a different clinic so that you avoid having to deal with them.

I agree with majority of these reviews. The majority of the front desk staff are not pleasant to deal with & make your experience that much more negative. The male doctors that have been there a long time are amazing. It’s just too bad that the entire experience isn’t as great but I promise once you pass the front desk it gets better. Also don’t bother trying to call either they won’t answer or they’ll put you on hold forever. The one reception lady who’s been there a very long is great is the best part of the front desk staff so you’ll be lucky if get here, I believe her name is Josa.

Overall pretty good walk-in clinic and usually are pretty accommodating with same day or scheduled appts (depending how busy). As with many places that have various doctors and support staff under one roof, some are abysmal (will rush you out etc.), while there’s also some truly fantastic people that work here. Would love to mention names though doesn’t seem appropriate - should be rather transparent who you’re dealing with based on how they make you feel (certain people go well above and beyond:)

I don't normally leave Google reviews, especially for walk-in clinics, but some of the comments here are a little over the top and so I feel compelled. I've been going to this clinic for years. I can only speak for myself, but I have never had a bad experience: not with the reception or the professional staff. In fact, I think service has improved during the pandemic, which seems remarkable given all of the challenges. Walk-in clinics are *not* great places to get continuity of service. If you have a chronic or complex medical issue, you should get a family doctor.

I echo the sentiments of all other reviewers. The front desk/reception staff could really use a training in professionalism and customer service. If you're so miserable working in a client-facing role, maybe you should find another career, food for thought. I have had been met with nothing but incompetence from this clinic. I have to renew my birth control pills by the end of the month, so I called them as early as the first week of April. No one ever picks up the phone at this office, so I had to leave a voicemail. I called back two more times, because no one reached out to me. It is now April 21st and I am only a week away from running out of my pills. Does anyone even work in this office? If I do go in to resolve this issue, the receptionists blankly stare at me and repeat how I should book an appointment online or call them. That's rich, considering that they never return calls, and their online booking system is broken. The only reason I even gave this clinic a try was because it's a 3 minute walking distance away from me. I've now chosen to go to another walk in clinic which is a 20 minute walk, which is much better and more professional.