Penn Family Medicine Chestnut Hill, Philadelphia PA

I recently transferred to Penn Family Medicine Chestnut Hill after my former PCP retired and their practice closed. I was informed that my former nurse practitioner (who I really liked) was now working at Penn Family Medicine Chestnut Hill. I changed my PCP to one of the doctors in the practice - Dr. Margaret Ciavarelli - when I found that she was listed in my insurance’s provider network. I scheduled a new patient appointment in early August and telling the office staff my insurance information was part of the intake process. Weeks went by and I finally went to my appointment on Sept. 5. Again, the front desk confirmed my insurance information. I saw my old nurse practitioner, had lab work done (and also confirmed by the NP that I was indeed capitated to get labs done in office, rather than another Labcorp location). Fast forward to today - 3 weeks later - and I just received a phone call from someone in the billing department who tells me that Penn Family Medicine Chestnut Hill does not accept my insurance. How can this be? How can a PCP verified by the actual insurance company itself suddenly not take my insurance? The call prompts on the office phone has a prompt just for patients transferring from my old PCP’s office! Nowhere in the past 8 WEEKS did my insurance information ever get flagged by office staff. How was I, the patient, to know any different? And now 3 weeks later, I am being told I am going to have to pay out of pocket for my visit? !? Because of errors on the practice’s end? !?

I have to agree with many of the reviews here. The staff in this place for some unknown reason has an attitude and contempt for the patients. When you go there they are rude and when you call them they are rude as well. To get a simple appointment to see a doctor takes months and they have an attitude when you act you're suprised. Avoid this place if you can!

I’ve been a patient here for three years and the office staff and doctors have always been great to me. They did a wonderful job throughout the pandemic and both highly recommend, and thank them, for everything they’ve done and continue to do.

An abomination of a place representing themselves as family medicine. I am at a loss of words in dealing with the staff who answer the phones with such a level of attitude and incompetence that they are even employees still. It is unfortunate that this place is claiming an association with Penn. Numerous attempts have been made on my behalf to receive help which never came. Consistently I have been met with unresponsive lies and have not received phone calls back when told I would be called back. How many attempts must be made before I report them to the state health department for failing on so many levels to assist patients. To any of the staff reading this shame on you.

I am new to the area and wanted to give this place a try, even though I was skeptical given all of the negative reviews. Wow, it really is just as poor as everyone has already described. The front desk staff are unprofessional, rude, and should be fired. Why this type of behavior is tolerated is beyond me. I spent four days back and forth with their administrative staff on the phone trying to schedule ONE telehealth visit as I was in dire need of a very common prescription. After exhaustive conversations of repeating the same information again and again, on day 4 I was told to just go to an urgent care. Seriously? It's a shame the "Penn Medicine" name is being associated with this terrible customer service, but they absolutely need to coach and/or replace frontline staff with virtual assistants/AI or customers should seek medical services elsewhere.

Wow, what a disappointing and awkward experience. I had to sign consent if I didn't pay copay at time of service, there will be a $12 fee. No one even asked me for payment/and I wasn't able to pay thru the app either. That's the least of my worries. Front desk was fine. Victoria was the MA. She was okay too. Dr. C seemed okay, but I was a new patient and I thought it was odd she didn't introduce herself nor did she even say my name. I was asked if I wanted blood work done and what exactly I wanted done. Vitamin d, cholesterol etc. I'm not the doctor, why are you asking me? And shouldn't I be fasting prior to bloodwork? Dr. C left me with Victoria to take my blood. When she was done I asked if Dr was coming back in or not. She wasn't sure so she grabbed my visit summary off the printer and said I could go. I asked if I should schedule any follow-ups. Victoria said maybe after my blood resullts are in. She left the room and I followed her out to ask how to get out of the building. On top of all this, while I was waiting for 20 mins or so in room 12 I believe, (around 3pm on 4/20/23) someone was listening to voicemails from patients on speakerphone. I could hear word for word. Patients, what they wanted, names, dob. I really wanted to like Dr. C but she seemed unconcerned. The more I think about this experience I don't think I'd be comfortable going back. Clinic could definitely use some better sinage outside. I would not recommend this to anyone.

I almost feel bad about leaving this review because I always look for the benefit of the doubt (it’s a challenging time for everyone because of Covid, wait times are longer, maybe there’s a shortage in staff, etc) but the ONE place in the world where you genuinely expect to be treated with care should be your Primary Care Provider’s office. As a patient for the last 7 years, this place has never been worse. The doctors seem to be good, reliable, friendly people who really care but the shame is in the assistants and their terrible attitudes. When visiting a doctor’s office, you never know what someone is going through. To have assistants that are so outright rude and testy is unacceptable. Seeing these reviews, I’m not the only one who feels this way. Do better, Penn. Hire people who care about their jobs. Currently looking into a new practice.