Westchester Park Pediatrics, Purchase NY

Tried to book an initial appoint with Dr. Wei Chen. The receptionists were very rude. Send the medical record of my son for more than 10 days. Called many times. The receptionists told me the doctor was reviewing the medial record and will call back. I was told that I could get a call back yesterday but no call. I called this morning again. The receptionist kept interrupting my conversation and said the doctor hadn't not review my record. I was told that I could get a call back next Tuesday. I doubt I could get any feedback by then. The worst experience with the receptionists!

I have lived in Westchester for my entire life and when searching for a Pediatric practice for my children, this practice came very highly recommended. As such, I was excited to have my children be a part of the WPP community.

My son was terminated from the practice via letter without an explanation or notification as to why. When I inquired about the reason to see if the matter could be resolved, I was told that it was due to him not getting a physical at their practice. When I responded that the reason this did not occur because he is of special needs and we do not want to subject him to another physical, I was told they did not know he was of special needs. I then said that based upon this information we would schedule a physical, I was told that wasn't an option. When I said that this doesn't make sense because my daughter is still affiliated with the practice, I was placed on hold for 10 minutes and then told that she had already been terminated from the practice as well (only to receive a termination letter a week later as they recognized they had made a mistake). It is frustrating and disappointing as the lack of communication resulted in this issue, then when the concern was brought to my attention there was no opportunity to resolve the matter, topped off by a lack of honesty and integrity as to their role in the timeline of events.

While a member of the practice, I felt the doctors were knowledgeable and conducted themselves with professionalism and care, specifically Dr. Kelleher. However, that does not change the fact that as a medical practice they fail to be honest and transparent with members within their practice and do not try to work with their patients if an concern/issue should arise. I attempted to speak to a doctor but despite several communication attempts I was never able to speak to anyone other than someone from the office staff. When the termination letter stated that they would provide care during the 30 day interim of termination, I attempted to have my son seen for a concern and was told that he was already terminated and this was not possible. When I read from the termination letter that stated this contradicts what they stated to me in writing, I was told that they will investigate the matter and get back to me. I received a phone call the following day to see what the concern was, 24 hours after the initial call and I made other arrangements as the concern could not wait.

I hope others read this and strongly consider other options that are available to them to make sure their children get the best quality of care from a medical practice and their staff.

First I’d like to say the Doctors are amazing. Very knowledge and are great at answering all questions and concerns you may have. The administration however is extremely unprofessional, incompetent and lacks empathy. For a pediatric office you would think the people running the office would do a better job at handling the concerns of the parent when doing something as simple as returning a phone call (that was left for the office manager and biller) both of which are incompetent and have no idea what they’re doing. Run! Don’t waste your time at this practice. The office is disorganized and unprofessional and just not a place you’d want to bring your children if you (like every parent) want nothing but the best care for your child. It’s truly sad because again the doctors are wonderful. Sadly staff is not up to par with what a pediatric office environment should be.

Doctors here are great. The front desk staff is amazingly incompetent. Don't try to call the front desk unless you are willing to be put on hold for at least 15mins for more every single time.

Our experience with this practice was, and continues to be, very strange and painful. In our experience, they are not baby-focused, nor provide good service. We will not be going back.

Specifics:

When we went, they had an issue with the HVAC and the temperature INSIDE the office was 50 degrees. Despite all of the adults being bundled up, no one acknowledged the temperature, and the protocols were exactly the same - they asked us to undress our 1-year-old twins down to their diapers and to wait until the doctor was ready, and the wait was about 15 minutes.

The doctor we saw was adamant that our kids should only be eating pureed foods, which directly contradicted what our pediatrician from Tribeca Pediatrics had been telling us. When it came time to do the two vaccinations, the doctor was painfully slow, and refused to even open the cap of the second syringe ahead of time, did not have the band aids ready to go, etc.so both babies were screaming unnecessarily. At Tribeca, our doctor had both syringes ready to go, and had a technique to give both shots at once with one hand to minimize the trauma for our kids.

Despite sending full medical records for our twins prior to our appointment (since they will not let you make an appointment until a doctor reviews your records, and "approves" you as a patient), they had not uploaded the records into their own system so the doctor did not have any information during the appointment (while our kids were freezing). They also entered the gender of one of our kids incorrectly. Again, no apology or any sort of acknowledgment that this was an error on their part which made us think this is how they operate normally.

Lastly, we've been trying to get our vaccination records from them. I called once to get access to the portal (which you explicitly have to ask for?), explaining that I was looking for records. The portal is slow, poorly laid out and looks like it was built 20 years ago. After realizing the records were nowhere to be found, I called again to have someone tell me they have to release the records separately. I asked for both twins records to be released to the portal. They only released one. Painful.

The front desk/individuals that answer the phones are unbelievable rude and do not care to help. Called asking for records and the lady who answered was extremely condescending. Get new staff

I contacted Westchester Pediatrics, as I was looking for a new pediatrician for my daughters. I was told that it was only after I had their records transferred, and could be reviewed that someone would get back to me as to whether they would accept themor not. I have worked in Healthcare for 29 years and I can absolutely say that is not appropriate!

I really like the doctor there, very responsible. However, worst admin I ever seen. Every time the waiting time is at least half hour. When I mentioned this to the admin, absolutely no apology. And a very bad attitude, why did you schedule this time? You asked the front desk, don’t walk to me. I am like really speechless and I cannot believe someone works at the pediatric office can behave like this. I have to cancel my other appointment because of this long waiting.

Dr. Avvocato is great! She listens to your concerns and is very informative. Since my little one was a newborn she has always made me feel comfortable and at ease in all circumstances.

We've been coming to the practice for 13+ years and love WPP. Dr. Wurzel both listens to concerns and has a straight-talking, no-nonsense method about her that we appreciate. All of the staff are great! Never a problem getting an appointment; on Saturday I called and was told to come right in. We got there five minutes before they closed and the fire alarm had gone off. After we were allowed back in the building we were seen and no one rushed us even though it was well past closing time. Highly recommend WPP!

Really like this practice. The doctors are great. Never have a problem getting someone on the phone or getting an appointment when my children are sick. I also frequently need forms filled out for my child with special needs and reception is always very helpful and it is a painless process to get everything signed.

We literally adore Dr. Avvocato and all the Doctors at the practice! They are so kind, caring and compassionate. Dr. Avvocato takes the time to talk to you, listen and truly cares. She’s informative, intelligent and kind. Every single time we have gone she cares for our children as if they were her own. She even cares for the parents, listening and engaging in such a positive, reassuring manner. We love her! Each Doctor has a different personality, it’s just a matter of which is your fit, but each are truly wonderful. Dr. Avvocato is the more maternal one, but again each are amazing and it’s really a matter of what you prefer. The office staff is also amazing! We can’t recommend her office enough, truly the best! Thank you Dr. Avvocato and staff, we highly recommend you! Every doctor there is the best of best!

The customer service at this location is horrible. The receptionist always seems like they hate their job and therefore tend to always have attitudes. You can never get through to this place. They have just moved and tried calling this location to make an appointment and the phone just rings. No answer. I would recommend if you are looking for a pediatrician for your child that you look elsewhere. I read the reviews before coming here but gave them them a chance. Nope, the reviews are real. Its the receptionist that killed it for me. I'm searching for a new pediatrician.

I have been coming to this office for a long time. Doctors are good but had horrible experience with reception. They recently moved to a new location and didn't even mention it when I took the appointment or in a confirmation call.  Worst part is when I reached the old office and was trying to call them multiple times for directions, they didn’t pick up the phone. When I reached there, I was told their phone service is not working properly. WORST SERVICE ever.

Our son has come to Westchester Park Pediatrics since he was 3 days old. We have always been given the best level of care for him and open communication. We normally see Dr Kelleher (who is amazing!), but have seen everyone at the practice and they are great!