Sonora Family Practice - Tucson, Arizona

Angelica Hibbs

My first time at Sonora Family Practice was today. I met with Dr. Mortazavi. Very knowledgeable and most importantly I felt heard. I didn’t feel like my appointment was rushed and he addressed all of my concerns. There was plenty of front office staff. The phones were answered in a timely manner. I did my online check in which made the whole process much faster.

Richard Saccocio

When my doc retired I was switched to another. I was hospitalized with aFib. Was told that I needed a follow up visit. They set up an appointment for the following week. That appointment was canceled several times. Told my doctor was no longer there and once again switched to another. I have been his patient for 2 years and I have never seen him. I get his pa.

Katie R

One star is too many for this practice. I followed my Dr. to this location. I called last Friday 06/07/24 and spoke to a guy who said 'we can see you at 940' but no other information given. I had to ask what day and where the office was located. He told me Friday 06/14/24 to bring my insurance card to the appointment. I left work this morning to drive all the way over to the location for the front desk receptionist to tell me that they don't accept my insurance, she leaves the desk to go speak to someone else in a office and comes back to say again, sorry, we don't accept your insurance and I can't pay out of pocket. I said, the guy who I spoke to should have told me this, all her reply was 'yeah, he should have'.' I now have to find a new primary care. I have been seeing this Dr. for 20 years. Absolutely, horrible customer service! As someone who runs two clinics. Get some practices and procedures in place!

**Update, I called on 6/14/24 in the afternoon and spoke to the same guy. I asked for the office manager but was told they were not in, I asked to speak to whomever was in charge and was told it was the lead medical assistant. He said he would take a message and have one of the call me back. I told him that what the clinic was doing is patient abandonment and they need to provide bridge care so I can have time to find another provider. It's been 10 days since I left the message and have not received any call back. What absolute poor service. I will be reporting this clinic for patient abandonment.

AVOID THIS CLINIC AT ALL COSTS!

Vincent Lugrine

Heather in the office is ABSOLUTELY customer service personified. She saved the day. Whoever hired her needs to hire more like her. Breath of fresh air. I was about ready to leave this practice and it wasn’t because of the physicians. Thank you Heather!

Jessica Figueroa

I was dismissed from my pcp due to "no call no shows" I in fact DID call and was told because I didn't have my new insurance cards on hand yet I would need to reschedule. The hold times are ridiculous you can never get thru. I rescheduled and was told same thing. Both times i was told my account would be noted so it wouldnt show as No call No show. When I got my cards I was told PCP wasn't in network when he was. I called 4 days straight and guy who answered front desk kept sending me to MA voice mail. Kept getting sent to MA who didn't call back and guy at front desk didn't have the courtesy to tell me my Dr had discharged me. It wasn't until I went into the actual office to show my cards that I was made aware of no longer being a patient. I followed my pcp to this clinic and was told to wait for his credentialing to go thru. Very disappointing

Flower Power

It is almost impossible to get someone to answer the phone. They don’t return calls. The staff literally had me wait in the waiting room after my appointment to get labs done and they just forgot about me! It was about 45 minutes when they finally realized they skipped me over and over.
The pharmacist literally had to call to get authorization for a medication they prescribed and no one would answer the phone. I was literally in tears because it was a Friday at 5 o’clock!
I have been waiting almost 3 weeks for somebody to call me back to go over my labs and it just seems like an impossible task! Especially after leaving two messages in the portal and two messages with staff.

Nancy Kunze

My husband and I loved this practice as patients of Dr. Moore for almost 40 years. We changed to Dr. Bautista when the all docs retired and left. Dr. B is a lovely man, a good and knowledgeable doctor who listens and doesn’t make you feel rushed. I have to agree, tho, with other reviewers that with the change, communication by phone and portal messaging with the front office and staff is broken. It has become such a frustration, especially when you need help… a referral, an order sent in a timely way . I am afraid that medical care in general will never live up to the care of the past, and I am not sure how to move forward with trust.

Douglas Wallen

One star is too many. A family member was in a skilled nursing facility when her primary care retired. Not long after being released, they came down with Covid. Having several risk factors, I reached out to the practice to see if they could help with treatment but they were unwilling to do anything because she didn't establish care with the new doctor soon enough (because they were in the skilled nursing facility). It's a shame as the past doctors have been good, but recently there has been lots of turnover and the office staff seems unhappy and unpleasant and even unable to answer phones or any type of request.