Facey Medical Group - Valencia - Valencia, California

A A.

I cannot believe the absolute incompetence of the staff here. My son broke his thumb. The staff other than Dr. Chowdhury, who was very caring, do not care about you or your child with a broken thumb. They put a makeshift splint together and used a couple Band-Aids and SCOTCH TAPE (yes I said scotch tape) to hold it together. Then referred me over an hour away to see a pediatric orthopedic surgeon when that same doctor has an office next door. Trying to get that fixed took hours of phone calls and dismissive attitude. Then when it was finally re-approved to the proper location the staff here told me they would fax the authorization over to the surgeon in 72 hours.

Again, they don't care about you or your kids. No urgency, no care and incompetent. My son has needed a cast on his thumb for days and they treated it like nothing was wrong. I was one last phone call away from just going to the emergency room for a cast until the customer care center finally answered and faxed the authorization over in 5 minutes (they were great). If they would've done this right the first time, my son would've been treated last Friday now he cant see the surgeon for another week.

Avoid this location if possible.

Dee L.

I came in with my grandmother and the appointment time given to her was wrong at Suite 200. Overhearing a patient was in the wrong suite, because wrong information was given to her. She was nice when speaking with the receptionists but one smiled in her face stating the patient made the mistake even though she did not. How do you smile at a patient and communicate that the reason they cannot allow her to see her doctor was because of her fault even though wrong information was given? The other female receptionist was rude and cut off the patient when the patient was trying to see if she could still see her doctor. Patient was still nice even though both receptionists were rude. After the patient left, I could hear them talking about the patient loudly as other patients were waiting for the their doctors. How is this allowed and perceived as professional? They left their stations and I could still hear them talking badly about the patient while other patients were waiting for them to check in.

Felix S.

What kind of nonsense, low iq planning does facey management consist of, when urgent /"immediate" care doesn't open until 945am on a Friday?!?!

It's a hospital, if you have staying issues figure out a solution. What kind of hospital does not even have urgent care open during normal business operating hours?

You got people lined up outside in the cold to enter the building like a homeless shelter intake. How is this happening in valencia?!?!

948am, still not open.

J G.

If incompetence had a name it be Facey. Best at passing the blame to next. Often stating each of them are new at the job. The other employee left... What a nice excuse but when used often, it reflects how bad the organization is at keeping it's employees or someone is lying.

For my daughter's care: Facey neglected to send for referral, when it was finally submitted after many calls from us , the office informed me they will call after it's approved. No one called and when we tracked it down, they scheduled surgery. Instructed us to wait for a call the week before surgery and no need to call them. A week before surgery, I called them to confirm and surprise! No surgery scheduled. It disappeared from schedule. Finally they scheduled one, in a center not approved by our insurance. Go figure !!!!!

Follow up appointment, for surgery the pediatrician Dr.Colby's office submitted referral. I specified the importance and time sensitivity and they somehow forgot to mark it's urgent. This is per my insurance. They claim doctor's office didn't submit as urgent. So it won't be approved. After surgery, now we wait with no follow up. So yeah, Incompetency Medical Group is more like it. Not Facey.

Genesis A.

I was barley starting to like them. My son was recently diagnosed with Autism Level 3 and Global developmental delay. So our case worker told me to apply for a handicap plac. She said take it to your pediatrician dr and have him sign it . Well I went and I gave them the full report of my son’s psychological evaluation for them to have on file. To my surprise the Dr called me and told me No that he would NOT sign it and that my son would need to be legally blind or in a wheel chair for him to have a disability. Let me tell you as a parent I was very upset with this class act. How dare you tell me that Autism is not a disability. I had spoken to the DMV twice to confirm and get knowledge on what I needed to bring to the DMV. I read the DMV blue book on disability yet you’re questioning me like I am committing fraud. To say the least I was very disappointed.

Jordan N.

Hopefully I don’t sound like a Karen but this place is a nightmare. Front desk doesn’t know what is going on. Seems like a huge lack in communication between front desk and nurses and doctors and with patients.

I’ve had to schedule two separate appointments to ask questions regarding vaccine eligibility both appointments left me feeling unheard and rushed. A lot of information was left out in the first appointment and I was asked to make another appointment.

Doctors and front desk talk over you.
This office does not notify you if they are running behind schedule.

One particular front desk lady was extremely rude, and basically called me a liar after expressing why I needed a visit. Which was extremely hurtful as I just needed help.My appointment reasonings were mislabeled on their end.

My full range of symptoms were not written down by the nurse in fact they wereminimized .

This Facility has made multiple mistakes such as not calling for tela appointments, mislabeling appointment reasonings, not being thorough in their care by leaving out important details in your chart, hour long wait times just to figure out why your appointment hasn’t been called yet and then they make excuses and blame it on you.
I really would not recommend this place at all. If you’re looking for a facility that takes their patients care seriously at an individual level, thorough staff, and accountability I wouldn’t come here. I’ve have overall great experiences with medical professionals my entire life but this was an absolute nightmare . Second and last time coming to this facility.

ROSE I.

Urgent Care has gotten better, however internal medicine has gotten worse. We have been with Facey for thirty years and ever since Providence took over the hold time on the phone is horrible. When you do get through the receptionist puts you on hold. Then when you finally get some one, you are put on hold again for the nurse. Then the nurse puts you on hold to talk to the doctor. Then when she does come back on the line, she tells you she will have to call you back for whatever reason. Then you never get the call back. If you call back to tell them they never called you, the whole process starts all over again. It is very infuriating. The times you are lucky enough to get to the Dr and are told to make an appointment, it can take anywhere from 2 weeks to a month before you can be seen! They have gotten too big for their own good.they have too many patients and not enough doctors.

Carolyn M.

My physician is amazing. I stay with Facey because of her. All 5 stars belong to her. Overall I gave a 3; 5 for the MD and 0 for the support staff.

Facey has room for improvement with their support staff and/or policies to ease the patient's way (the Providence promise). They have multiple locations, however make it difficult to receive care at a location that is convenient ( to be READ as decreased time off work, decreased time consumed receiving care and gas).

For example, I recently had a minor procedure which resulted in an open wound requiring daily dressing changes. I am an RN and feel confident guiding my husband to complete this task at home. Unfortunately my husband needed to be out of town for business, and so my surgeon recommended coming into the office for a nurse visit to have the dressing changed (anatomical location made it difficult for me to complete on my own). When attempting to make a nurse appointment, you would think a nurse at any location would be capable of performing a simple dressing change, however I was told by the location closest to my house, they could not allow a nurse appointment for dressing changes, only an NP or MD appointment to ensure proper assessment of the wound. This decision came from the supervisor in the clinic. (... Makes me question if they know the scope of practice of an a Nurse Unnecessary billing for MD services) SO-- I drove 35 minutes out of my way to see a nurse in another clinic. Why is a nurse visit allowed in one clinic but not another ? This policy does not make logical sense.

Second example, I needed repeat blood work due to results out of range. I work 45 minutes from the closest Facey location. After my blood is drawn it is sent to Quest for processing. I am positive of this as I have a "My Quest" account and I am alerted when results are available. Conveniently, I have a Quest location 5 minutes from my work. I thought to myself, why take time off work and drive 45 minutes when I can go during my lunch break to the location close to me? So, I called the Facey office. I explained to the receptionist at my MDs clinic that I needed my lab orders sent to Quest. She told me that I would need to choose and exact location and contact them to obtain their fax number and then call back (after being on hold for 17 minutes to speak with someone) I told her I already had the information. She then stated, "Oh you need to speak with the lab" and transferred the call. The girl who answered the phone in the lab was either having a bad day or should not be working in customer service. Her tone and abrupt responses were as if I was bothering her by calling. I explained to her that I would like to have my blood drawn at Quest and needed the order sent over. Her first response " You need to call your insurance to figure that out" (no I don't) followed by "You called the lab directly, we cant help you here, you need to call your MDs office" (I did) followed by "You'll need to go on hold, I have someone else on the other line" --- So not only did I waste 25 minutes of my time attempting to obtain a copy of the lab prescription, I still did not receive the a copy. Overall this is an unacceptable way to treat a patient- No one attempted to help me, they just claimed it was someone else's job or that I needed to call someone else. (For those unfamiliar- Facey utilizes EPIC and EPIC is interfaced/ connected with Quest. It is literally a click of a button to make my request feasible)

Perhaps either of these examples independently would not be significant, however it is the repeated overall lack of willingness to help or perform simple tasks that would make me want to receive my care else where.