Osteopathic Family Wellness Center - Orlando, Florida

L L.

Call multiple times to make a scheduled doctor appointment and the staff is either new or ambivalent and said call another time or hung up. I finally after about 3 or 4 calls got them to schedule a visit that was over a month ahead of time. I arrived today for the visit that they told me was a particular time and then find out that they now say I am 20 minutes late,, just fascinating how staff can destroy your scheduling. And their office was completely empty literally nobody is there to see anybody in the waiting room and the back room is quiet as a mouse except for their music playing. So I'm guessing that I should have taken the hint from their repeated inability to schedule that this was not going to go well. I would not recommend them

Conrad C.

One thing that I have noticed and paid attention over the years is that when you arrive to a new place for the first time, whether it is a new church or a business place or a medical office, the first person that you interact with will usually send you an unspoken message and set the tone on what you should expect to happen next. That being said, I recently began to visit this office as a new patient. I am amazed at the way the receptionist Ofir takes care and assists any person who approaches her at the front desk. She answers all your questions regardless of how complicated or simple they might be and helps you with such a peace and a smile in her face. It's like she was born to do the job she is doing. I honestly can tell you that I have visited providers that are good but the person working at the front desk shows such a wrong attitude that she/he doesn't represent the person that you are seeing or meeting with.

To my joy, as well as my wife's, Ofir is a very uncommon receptionist and guest ambassador, the kind that is very rare to find in the age and days we are living in. And for that I take my hat off and honor her. If I had an experience with an impasse or a discrepancy with a provider due to bedside manners or plan of treatment, I could run it by her discreetly and she will work around it to help me find a solution without losing my peace and having to look for another clinic to establish care. And people like Ofir are priceless because they really represent greatly those who they work for, as well as taking wonderful care of the patients coming to receive treatment from a primary doctor. Thank you for your excellence in service Ofir at the Osteopathic Family Wellness Center. And to the director or office manager of this center I urge you to honor such a care ambassador and give her a bonus or a promotion for taking such great care of us your patients. God bless you. 🙏🏼

Sincerely,
Conrad Casanova

Christi M.

I have a complex medical case and I was absolutely blown away! Dr. April Smith-Gonzalez was a compassionate and understanding provider. The wait was an hour but the office staff was pleasant and the room was comfy. Highly recommend her as a women in her 40’s with a lot of conditions goin on!

Michael R.

Let me just preface this by saying that Dr. Smith Gonzalez is a wonderful physician and the best doctor I’ve been to in years. Unfortunately though, the office staff dropped the ball constantly. Earlier this year after a bout with Covid, I was forced to go to an urgent care, because the prednisone that I needed to clear up an upper respiratory infection and issues with my asthma was never ordered and they kept trying to push more office visits on me after I had completely drained my HSA. This time, I went to the pharmacy to refill my mental health medication and was informed that it was never re-upped by the office. I just assumed that this was again, an office issue, and had the pharmacy give them a call to sort out that I was in fact, supposed to receive this medication. That was three weeks ago and Publix says that they were unable to reach the office for about a week. I have now I had to go completely cold turkey off of the medication that is definitely not safe to do that with. After a week of trying on my own, I finally got to a real person instead of an answering service yesterday, and was told that I would need to come in for an office visit because I was supposed to follow up in regards to sending medication. Not only have I not seen the doctor to change that prescription at all this year, but I’ve also been on the same medication the same dosage for close to five years now. So that was a load of bull. The staff member told me that they would contact the doctor and immediately reach back out to me. I have now tried to call them three times today and have been sent to an answering machine every single time. I don’t understand how an office with such a wonderful doctors can have office staff that treats, their patients like a nuisance when all they are trying to do is receive their necessary medication. Heavily considering moving practices because this is unacceptable .

T. A. W.

The doctors are great! The office staff is horrible. They didn't follow through on tasks. They don't call you if the doctor is out unexpectedly. They will tell you one thing and it is the wrong thing!!! I have been a patient for 5 years and moved 1 hour away, but still remain a patient because of DR Smith Gonzalez. The front desk..... well they need to hire better.

Claribel G.

I was elated beyond measure when I met with the doctor for the first time. She was everything you’d ever want in a doctor. And that isn’t the reason for this review. It’s the lack of communication between her office and my concerns. I’ve spent weeks going back and forth only to be left in the dark by their lack of follow-up regarding a prescription. Only to speak to a gentleman in my last encounter that left a sour taste in my mouth. I ended up calling back and cancelling my appointment, and looking for a new primary care doc to start this entire process over. Which is disheartening to say the least. I hope that they will improve not only their follow up methods, but overall customer service with their patients.

Kristen S.

Dr April smith Gonzalez had been my PCP for almost a decade. She is so compassionate, cares so much about her her patients, and truly has a passion for medicine. She is kind, approachable, and knowledgeable. The office is also super convenient to get lab work done in office and is so clean and peaceful!

CJ

EDIT: Never had a call from their manager or ever confirmed any office staff did what theyre were supposed to. Ended up cancelling my appointment, and sheduling somewhere else. Now they refer my father to get an Ultrasound. THE REFERRAL WAS BLANK. They couldnt even put the effort into helping him find a facility to get his procedure done. When they did give us a phone number after asking again. The facility doesnt even do the procedure. The doctors are nice, but their office staff is so bad is ridiculous. I'm looking for a new office for our while family.

Be careful if you think they're gonna follow through on their end.

I had my first visit with this facility a month ago. It was a follow up from a hospital visit, and I haven't been feeling well much lately. I brought my discharge paperwork from the hospital, and at the end of my visit. The doctor said that the staff would be requesting all records from my hospital stays, and my PCP so he can review the panels done at my last physical, and labs done during 2 hospital stays. I provided them with all the names of the facilities, and the phone numbers. I was waiting for a call from Jacqueline once all my records were recieved to schedule a follow up while I finished medication sent from the hospital. A month later I never received a call, and finished the medication sent. So I decided to call, and make an appointment instead of waiting for the office to call me. When I asked if the records were recieved I was tranferred to their records line. I left a voicemail detailing all my information and the doctors offices again. I recieved a voicemail later stating they already had my hospital paperwork, and no requests were made, and to call back if I need anything else(No real effort made by records). I call back after hours since I work all day long, and left a message with a nurse specifically requested the practice manager Jose call me in regards to the issue with my records not being requested. At this point its 4 days without a call back. I called their records line again, and surprise there is no answer AGAIN.

The doctors at this facility have always been wonderful to my father, and so have the nurses. My issue is with the lack of follow through with all of their office staff, including the "records keeper", and practice manager.