UPMC PinnacleHealth FamilyCare Lower Paxton

Negative experience: I called to make an appointment three time on Monday and never received a call back! I was diagnosed with double pneumonia over the weekend and they never called me back for the follow up appt. I walked in on Tuesday just to get an excuse for work and they said I had to see the doctor. I when home and they still haven’t called. Great customer service! Just one call would have made this whole situation different.

Fantastic experience: The phlebotomy at this location is outstanding. A survey should be sent out for them also like the other department. Im still afraid of needles at 61yrs. But it is truly painless. They are very good at what they do. Also They understand the fear issues. 5plus stars

Positive experience: I have been a patient here for a few years now. I have never had an issue with my provider. Lately, I have been experiencing a delay on getting results reviewed by provider. I have called and sent messages to through the portal but I have no luck.

Negative experience: No one ever answer the phone or portal questions

Negative experience: I use to see Katrina, no problem. Unfortunately she left and I got stuck with Cassandra. I developed a problem I needed help with. Called office for 2 1/2 weeks literally no response. Called back and everytime I got same answer, she'll put message on Cassandras desk and send another message. Finally Called today, asked to speak with office manager, they patched me to Marge at front desk. She basically said too bad so sad. I asked if she was manager, she said no ill get one on phone. Here comes Brandy disguising herself as a manager, come to find out she's a nurse. I knew that because she was condescending, rude and didn't care. I already changed practices and by the looks of these reviews the problem is Cassandra and her lack of addressing people. Good way to chase away patients. Katrina would never conduct herself this way. Don't respond to this review by saying that's not how you run your office...IT IS. LOOK AT THE REVIEWS. not all these people are lying or exaggerating. Poor care and poor office staff and most of all shame on miss Brandy for claiming she's office manager and if she is she needs some courses on how to treat the public. I've been coming for years, it's a shame I have to leave because of incompetence

Negative experience: Lastimosamente deja mucho que desear ya que cancelaron mi cita y las de mis hija ya estando en el lugar. Lo peor es que yo llamé un día antes para confirmar las citas y hasta me dijeron que llegara 10 minutos antes, para nada y quedaron en buscarme y reprogramarme las citas en un lapso de tiempo menor de una semana y hasta la fecha estoy esperando la llamada. Son muy irresponsables. Le hecharon la culpa al Dr. Casagadrande que ya no atendía ese día en el hospital. Muy lamentable situación.

Negative experience: Avoid this office at all costs, unless your not worried about your health. Office does not return calls. Doctors don't care about patients. They're more worried about draining your wallet.

Negative experience: Please go anywhere but this facility. I’ve been coming here for a little over a year and have never been to an appointment where I wasn’t disappointed in the care for myself and my children. If you’re going for pediatric care, go to anyone but Cassandra DeStefano. When I first started going, she made comments about me wanting to space out my daughter’s vaccinations and about me not letting my children have artificial dye. I put up with it and ignored her comments. Today they refused to see my child for her scheduled appointment due to a mistake on their end. Waste of my time and my money. I do not recommend this location whatsoever. I’ve had military doctors and nurses better than this, and that says a lot.

Negative experience: I have been going here for years and this Practice has gone extremely downhill. I went in due to feeling sick, I asked for a viral panel test as a number of people I have been around had RSV. It was reported to me that they ran out of tests, which seems unbelievable that there is no way you can test me for RSV, flu etc. Though it may not have changed the treatment, I would have like to know I did not have these illnesses. Furthermore, the staff are extremely unprofessional as well. There were a group of staff obnoxiously laughing in the hallway, extremely loud. This is why I try to avoid the doctor as much as possible because of practices and people like this. It’s disgusting what this practice has become.

Negative experience: Terrible response time! Incompetent nurse practitioners that ignore symptoms and misdiagnose! My mother has been going to this practice for over 20 years. She has complained of back pain consistently which was alway brushed off as kidney issues because she’s a diabetic. Constant blood in urine and when asked why that is. “Oh it’s common in diabetics.” Not every symptom has to do with the kidneys. Constant treatment for UTI’s when in fact a visit to the ER and a complete and simple cat scan that could have been easily ordered revealed a small mass in the pancreas. She had an ultrasound of her kidneys and I had to call constantly over a 2-week period just to get the results!!! Terrible! Just Beware! Please go elsewhere if you value your own health and those of your loved ones! UPDATE….she passed less than 4-6 weeks of being diagnosed with Pancreatic Cancer! Do yourself a favor and do not go to this practice! She can’t call because she’s gone! Both Dr Bui and Cassandra DiStefano failed my mother!

Negative experience: Terrible!!!!!! No one knows what the next person is doing. Overheard them discussing my chart in the hallway while I was in the room(hippa ??) Took over 10 days to refill medication. If this place is your only option ,i say stay far away from Katrina!!!!!!!

Negative experience: If you need medications submitted in a timely manner, DO NOT see Cassandra DeStefano. I have been off my medication for almost 2 weeks because she has yet to refill it. I have sent several messages and called the office twice requesting my refill. Each time I call the pharmacy, they tell me they are still waiting to hear from the doctor and will send the request again. I understand doctors are very busy and I have so much respect for them, however, refilling a medication shouldn't be too difficult

Fantastic experience: Good doctors caring people make you feel comfortable and knowing you are going to get help& well

Negative experience: Office staff is wonderful- they are the reason I’ve stayed with this practice for so long. Always professional, compassionate and kind. The Competency of the actual practice has dive bombed over the past two years. It is particularly concerning how doctors/practictioners Will email you back about a week after you call with a medical concern concern and give you advice that’s completely unrelated to your specific issue and Has no value whatsoever.

Negative experience: People there don't care about their patients. It is very hard to make appointments. Or they tell u that u need a specialist. Never happens!

Negative experience: I was within 10’ grace period late. However when i get there, the nurse couldn't find the doctor anywhere, which make me has a late check in. But when the doctor called in sick one time, she canceled my appointment without telling me. I had to find out in person when I was checking in, that so DIDN’T inconvenience anyone at all. Unfortunately I dont have anywhere to go so I will have to reschedule my appointment. Now cost me 2 full days of work.

Negative experience: Rudest office I have ever experienced. Made appointment 5 months in advance, and took off work. Canceled on me 5 hours before. Called office to ask if they understand their poor planning costs me hundreds of dollars. Office manager could not care less. If you’re not giving this office money, they don’t care about you. Which is a shame because Dr. P is the best

Fantastic experience: Ashton Neal -CRNP is fabulous! She was very thorough, took her time, had excellent bedside manner and informed me of a plan on how to treat my symptoms. I cannot recommend her or this practice enough. Very grateful for finally feeling heard after being dismissed by previous doctors in the past and even more grateful for having a plan to get to the bottom of my symptoms. Ashton is knowledgeable, relatable and most of all listens to the patients needs. Beyond thankful to have been seen by Ashton! Adding the part below to add my experience with what other reviews addressed: Scheduling was easy and I was able to get in quickly (within a day) and I arrived early and was able to be seen rather quickly after arrival. I was also able to have my labs drawn directly after my appointment at the attached lab. Convenient and overall a great experience. A little kindness and patience goes a long way.

Negative experience: i took my 8 year old daughter here for her yearly check up and the receptionist who checked my appointment and talked to me couldn't have been nicer , bad

Negative experience: Poor Communication between provider & patient

Negative experience: This place is ABSOLUTELY HORRIBLE!!!!! I WENT THERE FOR MONTHS WITH ISSUES THAT THEY BRUSHED OFF AND NOW MY FATHER IN LAW HAS CANCER AND THEY KEEP SCREWING UP HIS MEDICINE AND GIVE US THE RUN AROUND AND PRESCRIBE THE WRONG MEDICINE! ABSOLUTELY INCOMPETENT!!!!

Negative experience: Worst office ever !!

Fantastic experience: It was excellent. I use the patient portal to approve register for my appointments so that I have no issue. Everyone has always been very helpful and friendly and I have never waited very long. Even when I have made an emergency appointment online for an illness they have been able to fit me in that day. I also get the test results online and do refills online

Positive experience: Some one needs to remind the front office that this medical facility is supposed to be a CARE center. While waiting for my appointment I heard a couple arrive to sign in for their appointments. The wife had received text messages from UPMC indicating that their appointments were at 9:00 AM and they arrived and 9, only to be told their appointments were at 8:00 AM and they could not see their doctor. The woman indicated that she had been waiting 6 months for this appointment. The scheduler didn't care about anything. She wouldn't even get up out of her chair to talk to the doctor or nurse to try to find a solution. This was UPMC's mistake for providing incorrect appointment information. But the scheduler refused to do anything to try to help this couple. This is NOT CARE.

Negative experience: Dr.Patty Heim is rude and unprofessional. Nobody else’s time matters except for hers. She don’t even show up to all of her appointments. Or shows up over a hour late.

Negative experience: I had an appointment on October 11th for my feet and was put on leave for work. I had paperwork that needed filled out and was given to the doctor and noted the day of service when it needed to be returned. The doctor said he would have it done and faxed to disability and leave service, yet its October 24th and still they have not recieved it. I have been playing cat and mouse with these people to find out why it hasnt been done and I have no answers. I think its soon time to find a different provider, which is sad I have been going here since i was a baby ( 31 years) and its hard to believe how much time it takes for simple paperwork to be filled out. Its just a headache.

Negative experience: I had to change this review to 1 star from 5 to reflect the recent treatment I had with Patricia Himes at UPMC. I was told that I couldn’t have any additional issues addressed during my visit. My insurance charges me per visit. I shouldn’t have to list each individual reason for me to come to the doctor with a receptionist. Patti could not have been less understanding about this inconvenience. I had to go to the bathroom. I was told I couldn’t because she only had “a few minutes for me” and that “she had to keep moving through patients.” I don’t think “moving through” patients is how you provide healthcare. I became upset due to Patti’s patronizing tone and lack of empathy. I began to cry due to my frustration and asked for water and she said she had no water for me but that I could drink from the tap. I stated I had to go to the bathroom, and could not wait as I was told I needed to in order to be seen. Patti offered no direction of how to locate it. I found a nurse who was able to direct me. Upon my return to the exam room, I was told Patti lied and told the nurse that I left my appointment. They cleaned up the exam room and it had to be remade. I explained that I had to go to the bathroom and stated this clearly to Patti. Patti moved on to another patient and left me waiting for a half an hour afterwards. Upon her return to the exam room, I told Patti my disappointment for her lack of empathy to which she replied “okay, that’s fine.”

Negative experience: Terrible response time for calls and messages. Whether it’s poison ivy, lung conditions or X-ray result readings, it’s days before they get back to you and many more to typically get an appointment for that matter. I’ll be changing providers soon as they don’t respond timely to my calls or portal messages.

Negative experience: Seems to me the front desk staff are very rude. They made me wait almost 2 hours for a drug test. Called people back that got there after me. Seems racially motivated

Positive experience: Quick, caring providers.

Fantastic experience: Dr P is awesome, she always makes you feel comfortable and heard and goes above and beyond to give you the best care. The office is friendly and efficient Thanks for quality care!

Fantastic experience: Excellent service. My doctor really cares about me and I have multiple serious issues

Negative experience: We have had frequent problems and much disorganization with this office and at least two of the providers. They did not read my daughter’s bloodwork and she ended up with a serious infection over the weekend. There have been several medication refill requests that have been ignored or sent incorrectly, causing problems.

Positive experience: One of the front desk receptionist started laughing when I was clearing my throat, she laughed like it was funniest thing ever. I tried to ignore her as much as possible but she continued doing it. Other than that, actual nurses and doctors are really nice.

Positive experience: I love the nurse practitioners here. I have seen four of them, Lydia, Katrina, Patty and Roberto. All have been kind and patient, which makes a big difference when you are not well!

Negative experience: If you come here, avoid Dr. John Y Dea. He doesn't care about his patients and it is extremely difficult to even get in contact with him, and when you finally do, it will take him forever to respond. It took him 3 weeks to fill out 1 form. Everytime, I called his nurse just gave me the runaround. She said I will call you back tomorrow and then when tomorrow came, I never got any calls. I am trying my best to persuade my mother to take on a new doctor, cause he obviously doesn't care about her.

Fantastic experience: friendly people who care about you

Fantastic experience: The office staff, doctors, and nurses are the kindest that I have encountered both on the east and west shores. I’m very happy to have finally gotten in with this practice. I see why the waiting list is so long! Thank you all for your service and genuine kindness.

Fantastic experience: The staff and care givers are excellent! Best choice I ever made!

Positive experience: Great medical staff.

Fantastic experience: I've seen several providers here, all of them professional and personable. There was one NP many years ago who I didn't care for (she got visibly annoyed because I mentioned a general concern during my physical, it was one of my first pcp visits as young adult so it was an impressionable experience) but she's no longer there. NP Lydia Miles, NP Johntonbough, and Dr. Pietrofesa are great.

Fantastic experience: I love the staff here and Roberto is amazing. I have been a patient for 2 years now and really enjoy this practice. We switched from a practice that didn't listen to us and didn't care. Recommend highly!

Negative experience: terrible. I was sent home with diverticulitis and ended up in the hospital 5 days later with pneumonia and was septic. I almost died because of negligence

Fantastic experience: I like it yes really I do

Fantastic experience: Top notch care by caring, listening, and attentive staff. Calls are returned promptly. Above and beyond service at every visit from the front desk to the care and management team. Special thanks to Katrina Johnstonbaugh and her support team for always showing professionalism and dedication to their craft at every visit. Thank you!

Fantastic experience: Dr. Pietrofesa is great! Every time I go to the office the waiting room is jammed and I can feel my blood pressure rise. But people must be there for lots of things because I never wait long.

Fantastic experience: I have been going here for years I love the doctors and staff very thorough and caring

Negative experience: Wow. Five minutes on hold to get very little help. UPMC definitely has not improved service since taking over. It’s not like you get bad service but it’s sort of like this is what we have take it or leave it. Long wait times. Understaffed on providers. No appointments in under two weeks for scheduled issues. I wish I didn’t remember what things were like even ten years ago. Things have changed in primary care and not for the better.

Negative experience: Can't believe my mother cannot get my test results when I've signed a release form. Absolutely ridiculous customer service

Negative experience: When I first went here I was struggling with the aftermath of several horrible yeast infections. My original primary care doctor Doctor Little almost refused to listen to the situation and almost led me to believe it was my fault that it hurt while having sex. It wasn't till I went to an OBGYN that I finally was able to discover that the yeast infections had physically scarred me, something that could have been prevented if the doctor had taken the time to, you know, be a doctor. I switched primary doctors believing it was merely an individual failure. In April I began to have chronic sinus infections accompanied by painful headaches that prevented me from lifting my head at times. My new primary care doctor merely through antibiotics at it. When that didn't work they merely pushed me off to a specialist without any consideration of what to do in the meantime. Due to financial hardships caused by my constitantly being sick I was unable to visit the specialist. However the doctors continued to give the same half hearted answer. I was given a MRA at the the local hospital and the medical staff at lower Paxton first claimed that there was nothing, then there was a cyst and then I went to try use the cyst as a means to cover short term disability the paperwork showing the cyst magically disappeared again. Last week I went to my doctor complaining again of the extreme headaches along chest pain, back pain and jaw pain. Physically extreme pain in front of my doctor trying to get her to give some kind of advice on what was going on, she merely ignored my pain and told me to go pick up some store brand level nasal spray for my sinuses, a complete waste of my time. I was forced to go home from work YET AGAIN due to the extreme pain and then into the ER because the pain would not go away. After almost 10 hours of waiting; the medical staff at the ER were all very nice, friendly, attentive and seriously we're trying to figure out what was going on, they found that it was merely inflammation of the muscles easily solved by some slightly stronger pain medication and cold compresses along the inflamed areas. Something that could have been easily diagnosed and resolved by my primary care doctor. But instead I missed out on more work, wasted the last of my disability time and paid more money for the out of pocket copay, and now eventually the ER bill. I now come to the conclusion that the medical staff at lower Paxton are all entirely incompetent and are merely trying to force you to come in more often to rack up more medical fees on your medical bill. This place makes me feel like an idiot while I'm miserable and in extreme pain without giving any signs of there being some kind of long term relief. Avoid this place if you are auctually looking for answers to your medical concerns.

Negative experience: Test results not delivered in a timely manner. Complaining met with expulsion from practice. Not sure anyone is in charge. Beware ... read reviews!

Fantastic experience: Dr. Don A. DeArmitt is without a doubt one of the most patient and thorough Primary Care Physicians I have ever met. Not only is he knowledgeable and professional, he is incredibly detail oriented and meticulous. He is extraordinarily diligently to determine the best course of treatment for my specific situation, and then patiently explains it so that I can understand it. I strongly recommend him as one of the finest Primary Care Physicians you might choose. Jim Sweetheimer

Positive experience: They run this clinic like a business. You have to accommodate them, they won't accommodate you. Not very flexible or helping.

Fantastic experience: Dr Bui is one of the best doctors I have ever met. Nurses also good people and atmosphere is also good in here.

Negative experience: What a terrible experience trying to make an appointment for a sick child. Nighttime staff had no clue, couldn't find an appointment. Told to call the next day. Tried twice, couldn't get through and then waited on hold 16 minutes only to be put on hold and disconnected (which happened twice the night prior) Very very frustrating experience for a mother who simply wants to get her sick chid into see the Doctor.

Fantastic experience: I've gone here since I was a baby, before it moved to this location (I'm soon to be 23). CeCe is my nurse and she is wonderful! Always so friendly. Dr. Dea is my physician and he's just as great. I've never had any problems with service or had to wait long, even as a walk-in during early morning.

Fantastic experience: Patty is awesome! I appreciate the service given by the office staff on every visit. Maurice is an outstandingly professional scheduler!

Fantastic experience: Dr. Kim was great. It was my first time with her and she answered all my questions and I wasn't in there for long either. I love having a doctor who makes themselves available for questions or concerns, is smart, and makes me feel comfortable. The nurses are so kind and so are the receptionists!

Positive experience: Did a great job taking blood from our 3 year old.