Capitol GI

My story here started the summer of 2020 when I went to a consult to schedule a procedure. The consult went fine, but their procedure schedule "wasn't out yet" and they asked me to call to schedule one.

I called upwards of a dozen times, left messages with my contact info and was ghosted. Finally, I submitted a "contact form" from their website and was contacted by their new office manager and she personally scheduled a procedure for me and assured me that she was working on these issues.

The night before the procedure I received a call to ensure I had my $600 co-pay IN HAND the next day. No problem

I took the day off of work (as did my ride) and we show up to the procedure to be told I was not on the schedule. I contacted the office manager who told me that they were unable to accommodate my latex allergy. When asked why no one had called to let me know BEFORE I showed up for the procedure, she did not know. When asked why they could call to tell me to bring $600 but NOT that my procedure had been cancelled, she did not know. When asked why in the year 2020, they were unable to accommodate a latex allergy, she did not know.

I received a call alerting me that my procedure had been cancelled TWO DAYS after the procedure had been scheduled and cancelled. I was like "Yeah, I know. It was two days ago and I found out when I showed up for it"

Fast-forward 3 years later and I need to have the procedure done. Unfortunately I am limited by my insurance where I can go and the other covered provider is over an hour away from my home. So I give them another chance hoping the "new" office manager has effected change over the last 3 years.

I could not get them to call me back to schedule an appointment for the consult until I got my PCP involved. I was able to get a telephonic consult scheduled. The doctor then gave me specific instructions on how to schedule the procedure to be done at a facility who could accommodate my latex allergy.

I have now called this office and left numerous messages to be scheduled at that specific facility (facility is only available on Tuesdays) and again have been ghosted.

I have had good experiences with the doctors here however their infrastructure requires a complete and massive overhaul. The "new" office manager in 2020 who promised this overhaul has obviously been UNABLE to do the work and this office struggles with even the most basic of returning patient calls.

I am now forced to drive over an hour from my home (in traffic, not by miles) to see the other provider who is in network if I want to have the needed procedure. I will also be filing a grievance with my insurance company because this is unacceptable behavior.

And to Capitol GI, please don't bother calling me after the fact again. You have failed on all levels. You ARE what you repeatedly do and this is your habit. This is who you are as a business. Until change from the bottom up is enacted then nothing will change and a phone call from an ineffective office manager will not change that - FIX YOUR PEOPLE.

Dr. Ronald Hsu and his entire staff (this was my third procedure with Dr. Hsu) are extremely knowledgeable, committed, at the very top of the profession. From pre-procedure to post -procedure, there was continuous communication.and literally everyone (from the admissions area to being wheeled to my transportation to a personal call the morning after) were incredibly wonderful. I consider myself very blessed to be under Dr. Hsu's care.

If you're seeking employment here, think twice, they don't even have HR. They'll have you running around with your head cut off paying you the minimum. The "HR LADY AKA OWNER" is super rude. That's why this practice has 1 star!

I have been trying for months to get the proper care and it’s basically impossible at this place. Dr HSU will respond and if he does it will be at least a week or two. He can’t find what’s wrong and won’t do the proper test to diagnose. So you just suffer!

After seeing all the negative reviews I was concerned given this was where I was referred. Let me breakdown where things are good and where things need improvement. As you can see my overall experience was actually good but has a few big gaps.

Front Office: (2 stars) Compared to most other doctors offices the punctuality of returned phone calls and pre appointment structure have big gaps. From missed prescriptions being called in, and return phone calls, I had to be a much more significant advocate of what I needed in order to have things squared away before showing up. When I arrived, the front office staff was friendly and kind and handle things, professionally and as well as could be expected. But overall this pre-appointment process was disappointing.

Appointment and Procedure Staff (solid 4 star) : good bed side manner, professional, and process driven. Know what they are doing and technically very competent. From nursing through doctors. I had some items arise that requires a pivot in approach and it was handled without pause.

Follow-Up (post care) : 4-5 stars. Prompt follow up. Perhaps the fact that they are able to leverage the online system and tools makes things easier. I cannot speak to multiple visits or other scenarios that may require doctors follow ups.

So overall somewhere in the 3.7-4.0 range. If pre appointment process, punctuality and errors are reduced I would rate 5 stars.

Had to call multiple times to get results of EGD. Was told I would need to wait over a month for a follow up to ask questions. Dr was over 30 minutes behind. Was told I would need to wait another month to reschedule. Was told I would need to wait until tomorrow for copay to be refunded. Unfortunately I recommend finding another gastroenterologist

Dr Canio was great, I wish the front office staff was just more responsive. I had some testing done and was waiting to receive the results which would have been ready within 24 hours. I left them voicemails over the following 3 weeks to ask how I can set up an appointment to view or review my results with the doctor. Unfortunately my calls were never answered or returned. Idk if their office has closed down unexpectedly because I didn’t have this experience when I was a new patient. It seems like others have reported the same issues though so I may have just gotten lucky.

It’s unfortunate that I’ll have to switch over to another doctor because Dr Canio was honestly very helpful and knowledgeable, and helped me the best he could with the few visits I had with him, but if it’s this difficult to talk to a receptionist to schedule appointments or get any kind of insight into tests results or expected timelines, it’s simply not practical to go to Capitol Gastro.

My husband had video consult in 2020. Got sent to collections for a bill we have never seen. Absolute worst customer service I have experienced. How about a letter or a call? Never received any bills or any calls from their office saying something was due. Taken care of now but completely unorganized.if I could give 0 starts I would.