Family Medical Group PA, Sebring FL

I called and requested an appointment for a patient who had previously been a regular patient at Family Medical Group PA. I informed the receptionist that it had been a few years and we were just trying to figure out the next steps at her being seen. I fully expected her to be considered a new patient. She has been sick and needs a general evaluation before she can see anyone else for further treatment.

But, they advised that it wasn't a problem because she had been seen before. They set the appointment for a little over two weeks out. We definitely expected to wait a little longer, but of course accepted an earlier date and didn't call around elsewhere.

Now 2 days before the appointment we get a voice-mail saying the appointment was cancelled because she is a new patient. I called back very confused and obviously upset because, well yes. We spoke about that. No one apologized or seemed to even care. They just stated they had a new employee and she didn't know. Maybe they could see her sooner. They then transferred me to the original employee who had made the mistake.

This would be completely understandable if the mistake had been caught sooner. Now they want us to drive down, fill out paperwork, and wait over a month for an appointment we have waited 2 weeks for.

I now have to call around and find a new doctor and wait for new patient status at another facility. Which could have been avoided if I had known this 2 weeks ago. There may still have been a wait, but at least I wouldn't be starting fresh 2 weeks later. We actually would have waited and jumped through all the hoops to start over if someone was at least a little apologetic or willing to correct the mistake.

I've been in Dr. Montero and his nurses care for years. I have many medical issues, so I appreciate their due diligence with sanitation and/or masks every time I visit the office. They've been patient and kind, and even though my insurance constantly tries to deny me coverage on life-saving medications they always are accommodating and fight for my medical needs. I now drive back and forth to see them (even though I have moved out of town) because it's so hard to find a doctor with such exceptional care.