Fusion Sleep - Sleep Medicine Program

I generally do not give negative reviews but the experience I had with Fusion Sleep was less than ideal. I was referred to them by my doctor and was able to get my initial consultation with a sleep therapist. This was a virtual call which was convenient and the therapist was very knowledgeable and seemed to care about my health. She is why I did not give one star. Then the trouble began. I was recommended a home sleep study and was supposed to be called by the scheduling staff. I actually forgot about it until my referring doctor asked me if I had the study yet. So I sent a message to the therapist to see if I may have misunderstood something about having a study. She said that I hadn’t and someone will give me a call to set up the study. Someone did finally call and left a message. When I returned the call I couldn’t get anyone but someone did call back after a day or two. I found out that if you don’t answer when they call you that you are likely never going to speak to anyone. I was finally able to answer one of their calls and they wanted to make a follow up appointment, which I told them that I didn’t need because I haven’t even had a study yet. They weren’t even prepared or didn’t know that they should be making an appointment for a sleep study and required another call. This went on for another couple of weeks and I gave up with all the senselessness. I told the last caller that I spoke with about my experience and that I was not confident in their services and did not want to make an appointment. She was apologetic and said that she would let her management know of my frustration and concern. I’ve put off having a sleep study done for a long time and now I will need to start over with another clinic. I’m sure there must be clinics that care more about their patients and offer better service than this.

Terrible experience and very unprofessional. I would strongly recommend finding another practice. My sleep study itself was a good experience, but everything that followed was extremely frustrating. After the study, I never heard back about my results until I received a text the day before an appointment I didn’t even know had been scheduled. The message said I needed to complete forms, but the link they sent was blank. I asked them to resend the forms and never received a response. I showed up 30 minutes early to that appointment, waited 15 minutes past my scheduled time, and was then told I couldn’t be seen because the forms weren’t completed—even though I had tried to complete them and reached out for help. They rescheduled me for the next day but gave me the wrong address, which caused me to arrive 10 minutes late. At that point, they refused to see me altogether. This practice showed poor communication, lack of organization, and zero flexibility. Very disappointing experience.

I had a great experience with fusion sleep. It can be difficult to get ahold of someone during busy hours but once I was able to connect, Anishka went above and beyond to answer all my question and even spoke to the doctor a few times to ensure I felt comfortable and safe. Once I arrived, the technician and team administering my study were very kind and responsive throughout the night. They took the time to explain things thoroughly and even let me try on different masks at different settings on the clap multiple times. The welcoming and knowledgeable staff made this experience a lot less stressful.

Called as a new patient after receiving a referral from my doctor. Didn't make it to actually being a patient. Here is why. They only accept referrals via fax. My god guys, it's not 1985. That is insane. My doctor faxed it to them, and when they told me they didn't get it, I had my doctor fax it to their second fax number, and then they said they still didn't get it, I faxed it myself to the number provided. They still didn't get it and the lady on the phone had an attitude after leaving me on hold for nearly 15 minutes. They also declined to allow me to email them the referral. I told her not to worry about it, I'll find a clinic that has caught up to this century. I just want a good nights sleep and not allowing me to be treated just because neither of your fax numbers work, when I literally have the referral in hand is actual insanity. I can't imagine how they'd have treated me as a patient.

Updating my review to 2 stars solely because the medical staff (Evan in particular) were very good and professional. Unfortunately, the excellent medical care is completely undermined by the terrible admin staff. They are impossible to reach: they don't answer the phone, don't respond to online messages, and if they do happen to call back, it's from a new, random number every time. There is no way to make an appointment without calling, which is a system that just doesn't work. It's a real shame the administrative side makes this practice so difficult to deal with, because the medical team itself is great.