Penn Medicine at Westtown

AVOID AT ALL COSTS. This is the most unethical medical practice I have ever been to. The rates they charge insurance for physical therapy are insane. I calculated they charge about $35-40 PER MINUTE. So you go warm up on an elliptical for 8 minutes, that’s $320. The invoices are coded so they are impossible to understand and come 6 months after the appointment. I paid nearly $2k out of pocket after multiple disputes with very good health insurance, a referral, etc. Had I not complained, I would have paid even more. An appointment with a heart surgeon would cost less. Appointments end early commonly but they still bill at those unethical rates. You can listen to kids 2-5 years out of college explain how to stretch your feet on YouTube for a lot less than $40 per minute. The therapy I got also made my situation significantly worse than when I started. I’ll post the ridiculous invoices soon.

I needed a work physical -literally just a form confirming I weigh something and am as tall as a human with a pulse. So I called my dr at penn medicine, they were booked at my normal location so I made a appt at this location for a physical with my doctor. (Just a form with 3 questions) When I checked in, receptionist went to the nurse and asked if she could give me a physical bc they don’t normally do that on 1st visit even though I have been to penn medicine many, many times. She came back out after telling them I was there and said I should give my form to the nurse. I waited in the waiting room for 30 min - let receptionist know I was waiting bc there’s a sign that says let us know if you’ve been waiting over 30 min.(weird they had to put a sign up). That’s when she said she (receptionist) failed to tell them I was here, even though she went back to ask if she would do it. Very clearly lying. She confirmed that she would still see me even though it was late and encroaching on another’s appointment(not my fault). I waited for 15 more min at this point. Then, guess who I ran into when I finally saw nurse walk out with them- the receptionist told me someone who has the same name as me was there before and wanted to make sure they had the right KR. clearly a HIPPA VIOLATION TELLING OTHER PATIENTS MY NAME. The nurse came to grab me and immediately could tell she was upset bc she thinks I’m 45 min late for my appointment. The nurse wouldn't take the physical form bc she was told I was a “new patient”. She weighed me, got my height and heart rate then when we established that I was only new to this office she refused to give me a physical. Even though she already took my vitals - she wouldn’t sign off unless I made an another appointment because “that’s not what they do here because of billing and insurance”. When I pointed that I made an appointment for a physical, she insisted I was “being rude with an attitude and they don’t just do whatever someone demands”. ….Demands???? Ummm… I made an appointment for a physical - so I guess that’s a demand???? I was irate. She also claimed on my insurance form that I was being “treated for anger management” at this appointment. Another total lie.

This practice has turned into a nightmare as of late. The medical professionals are golden, but the front office staff suck. Their customer service skills leave much to be desired. I no call no showed my first appointment in a long time-I have been with this practice for almost 15 years if not more- and the new policy is awful. I was struggling this morning to make my appointment because a family member was hospitalized late last night. I sent a message at 1 or 2am saying I may not be able to attend. My appointment was at 9 am. Then, the one staff member Monique sent a passive aggressive, nasty message after my appointment time about how other patients are missing out and that I couldn’t reschedule without calling the practice because I didn’t contact them. When I LITERALLY DID. I sent a message at 2, and couldn’t call because they were closed. They actually allowed me to reschedule in the app at first, then I received this message that they revoked my ability to schedule with my provider. Which is hilarious, because when I finally rescheduled on the phone? it was the same exact day as I scheduled thru the app 🤦🏼‍♀️ This by no means reflects on my medical team. They are fabulous and I love them. However, the staff they hire for the office work has been getting increasingly more petty and small. This was icing on the cake for me. I really dread every interaction with them. It’s sad too because Penn medicine has excellent policies in most cases. This is their one real issue. And it is real- their google reviews average is a 2.4/5 stars.

It is really a shame how much this practice has gone down hill. When I started here, Tina, was my care provider and absolutely wonderful. Luckily, her assistant Kathy stayed. (Who is equally wonderful) That’s where it ends. I came in to speak with Shannon Eimer about a few medical concerns, clearly upset and concerned. She hardly listened to me, barely gave me any eye contact and typed away the whole appointment. After getting my bloodwork done, she didn’t even have the decency to call with my results. She messaged me very abruptly, with the least compassionate delivery. When I kindly told her (kinder than I should have been) to call me going forward, she didn’t respond. I am actually disgusted by her bedside manner, or therefore lack of. Just because you have a bunch of letters after your name does not mean you get to be rude to vulnerable patients, who deserve at LEAST a phone call. Don’t waste your time or money here, especially with Shannon Eimer - Take some Customer service classes, girl.

I’ve been a patient at this practice for almost 20 years. For most of that time, Dr. John Walsh has been my primary physician. Dr. Walsh and all the staff have always been helpful and respectful. When a more concerning health issue arose quite unexpectedly, Dr. Walsh was on it. Kept a situation of which I was unaware how serious from getting much worse. When I stop in for a regular appointment, I hear “nice to see you again”, apologies if they’re running late (which is a rarity) etc. I hope I never have to change my PCP.