Ponce Primary Care - Decatur, Georgia

S V.

This practice has a lot of great reviews and I want to share my experience in case it helps someone.

In January 2025 I made an appointment for the earliest new patient appointment, which was in June 2025. I decided to wait for the appointment because I really appreciated the philosophy found on the website and definitely liked the glowing reviews.

I had positive interactions with all staff I encountered and the clinic was clean and bright.

The provider I met with suspected a new problem/diagnosis and so started a work up with labs and imaging. Clinic staff did follow up with me once labs resulted out and referred me to a specialist. The ordered imaging was performed ~2 weeks after my new patient appt but I never received follow up, from the NP or anyone else at Ponce Primary Care re: the imaging results.

It has now been ~3 months since my last communication, specific to my care, with anyone in this office. I decided to reach out to discuss the standard of care, which I felt to be lacking.

Dr. Chad Costley did return my call within an hour or so and he did verbalize disappointment with my situation. He assured me that my experience is unfortunately the exception to their typical patient experience.

I was informed that the NP I had been assigned to was “only part-time and here less than a month”. I did not ever receive any communication from Ponce Primary Care to notify me that my assigned provider was departing or to invite me to call to schedule with another provider for seamless continuity of care.

I was told that my imaging results were never sent by the imaging facility I went to and that “this is where the wheels came off”. That is absolutely possible but it was also not confirmed to be true at the time of the statement. The report not being in the patient chart does not mean it was never received by the ordering office or sent to the ordering provider. Sometimes things get scanned and assigned incorrectly, or not scanned at all. Lots of possibilities there. To me, that shows a lack of accountability for not holding a supervisory review of a departing provider’s caseload/EMR task list and it also fails to consider that an out-of-state fax number associated with the ordering provider could be the problem.

I waited 6 months for a new patient appointment and, whatever the circumstances, was lost in the shuffle. I will not be continuing with this practice, although I’m sure they have many satisfied patients as evidenced by their overall rating.

My advice if you wish to establish/continue care here:
Be able to advocate for yourself and for your own healthcare.
Be knowledgeable about when to follow up on your care in case the practice doesn’t.
If the wait is still 6 months out for a new patient appointment when you try to schedule, do not think an extra special or VIP experience awaits you - realize that they just might be too busy to accept new patients

Erin W.

I absolutely love PPC. All of the staff is so welcoming and warm. I have seen Brooke (NP) for several years and am always blown away by the time she dedicates to answering questions, truly listening to my concerns and suggesting solutions. Her kind approach and extensive knowledge are uncommon in the healthcare industry. Highly recommend!

Tana H. L.

The staff is professional and friendly, from the front desk to the back. I am most impressed with their timeliness. I have never waited more than 10 minutes to get to the back to see my provider and my provider is always prompt. Savannah Johnson, NP is an excellent listener and takes great care of me.

Graham S.

Edited Review After Practice Fixed an Issue:

The NP that I've seen is kind, attentive, and knowledgeable. I've never felt rushed while being seen, and I feel like my appointment time is valued and honored.
The Office Space is welcoming and professional. It feels like a clean environment without feeling impersonal and cold. (There's a push to make health spaces more "Humanizing" in their Architecture and I feel like PPC does that well).
The Phlebotomist is great! He's quick, personable, and accurate. For what more can you ask?

My issue: There was an issue with billing and the use of the portal messages. The practice apologized for the issue, fixed the issue, and then explained how it happened. I feel comfortable knowing that it was an anomaly, propagated by a system change on their end, and am happy to give them grace.

Cynthia T.

I have had such amazing experiences at Ponce Primary Care. All of the staff really cares about my well-being, it’s obvious when I enter the building the level of professionalism of all from the front office staff to the providers. I have had a few providers but work mostly with Kristina Lemene. She is incredibly thorough and always follows up to ensure that I’m improving. The level of care is superior to any PCP faculty I’ve ever been to. I highly recommend this practice!

Patricia T.

I'm a relatively new patient at Ponce Primary Care, and I’m very impressed with the level of care I’ve received. From the moment I walked in, the entire staff was professional, caring, and incredibly friendly. I was initially nervous about returning to a medical appointment after a long time (I expected to get a bit of scolding), but my provider immediately put me at ease.

She was completely non-judgmental, taking the time to listen to all my questions thoroughly, then explain everything clearly, so that I fully understood options. I never felt rushed or dismissed.

If you’re looking for a healthcare provider who genuinely cares and takes the time to connect with their patients, I highly recommend them!

C K.

Used to be my favorite place for care, but since my doctor left, it has gone to its worth as of today 03 20 2025

I literally had the upmost worst week ever from being at a layover location for over 9+ hours and being awake far too long with no sleep to continue on a two job lifestyle. I came and was running late and called ahead of time to make sure that it was OK that I can still come in. They verified and said we will see you when you get here. I get here at 4:12 and the doctor has denied me because of their 10 minute race. I literally begged if there was anything they can do and I was told no from the same person that booked me the appointment. I’m terribly disappointed in how I was treated and all I wanted to do was get care for something that hurt me From being stuck at a layover earlier Sunday. Like I said used to be my favorite place. enjoy the staff there but definitely today was a bad day. Did not get the proper care. I deserve.

Shazza I.

All NPs and PAs. You will not be seen by an MD. You pay the same amount for a professional with so much less training! Some are good. others not. Many rules- If you have a telehealth visit they let you get your labs drawn there. This is a factory, not real healthcare. Read all the recent reviews and you will see, this place is not what it used to be.