The South Bend Clinic

I was greeted by the ladies at the front desk and directed on the next steps for paperwork. I waited maybe 5-10 minutes to be called back by the nurse. I did medical history stuff with the nurse and vitals were taken. Nurse left and I only waited for 10-ish minutes before the doctor came in. Dr Emma Dunfee and her nurse, older lady with short light hair and glasses (I forget her name) were awesome on 27OCT25. They listened to my concerns and were able to help establish a plan of care that caters to my needs. They also made me feel at ease and comfortable the entire time. The WORST thing about this clinic is trying to talk to someone over the phone/call the clinic. There is ALWAYS a line apparently (which I can't fault the clinic for) but there is an annoying Automated Assistant thing that doesn't stop talking even during holds! It also seems to take 30+ minutes to get someone alive on the phone. It seems to be better to schedule appointments in the app, which I think the company seems to be driving the patients towards, as the annoying voice guy reminded me like 5 times while I was waiting to speak to a person. Seriously, fix the phone thing already please as this is a consistent problem with this south bend clinic AND the one actually in south bend! Staff 5/5 Phone System Setup 0/5 Automated Voice Guy -10/5

I DO NOT RECOMMEND THIS DOCTORS OFFICE UNLESS YOU HAVE HUNDREDS OF DOLLARS TO WASTE. I would give a half star if I could. Dr. Dunfee was fantastic to work with but unfortunately everyone else at this clinic is either incompetent or has no integrity. I was in for my first visit to establish care and annual wellness exam back in May. I was billed incorrectly and my insurance unfortunately paid my portion of the bill out of my HSA funds. A wellness exam and preventative care visit is covered by my insurance at 100% but this was incorrectly billed to my insurance as a diagnostic visit which I paid $245 for. In addition to that, I did not received my $100 incentive funds for completing my annual exam bc it was not billed in the proper manner. When I called the billing office to have this fixed, I was given the run around several times and told that this would be appealed with the billing coders and they will get back to me. Months later, they did call me back and I was told that my bill would not be adjusted. I decided to stop into the office which I was instructed there was no one from billing at the Granger location to assist me and I was given a practice manager's name and phone number to follow up, Megan Binder. The receptionist also told me that she could not see my bill code but she did verify that my visit was labeled as a preventative exam. I have left several voicemails and emails for Megan and she finally attempted to call me back on Friday night at 630pm which I missed the call and was unable to call back due to the office being closed. I have tried to call her back several times now with no success but she did leave a voicemail stating that my visit was billed correctly and nothing would be revised. I find this in extremely terrible taste and unethical practice for them to intentionally bill me incorrectly to get more money and refuse to make it right. I will definitely be going back to make the doctor aware that this is how her billing office conducts business. It's a shame to find a doctor that I like and can no longer do business with them bc of their shady billing ethics.

Lady in the lab with the name Nakia (probably spelled wrong) does not have a good attitude for someone who works with the public. Friday 11/21 when I went in for labs at 8 in the morning. I let her know I was a hard poke but would let her do her job, but wanted to warn her. She couldn't find anything in my arms so went to my hand. I have a 2 inch bruise from her just jabbing it in. Then it wasn't done correctly and had to come back in later to have it done again. Different lady who got it right away in my arm with no issues. Today 11/24 I had to go back in and Nakia was at the reception desk on her personal phone. She made me seem like I was an inconvenience when checking in and then input my name wrong and told me there wasn't an order for me. Said she would send a message back to provider. I watched her get right back on her personal phone call, even when others were trying to check in. She called me back up saying they didnt have an order for me again. That's when she realized she spelled my name wrong. She should not be dealing with the public at all.

Doctors are meh. Staff is HORRIBLE. Fredricka should NEVER take messages or even answer the phone and Dr. Reeds nurse thinks it's ok to hang up on a patient. I overlooked a ton of the staff errors in the past but it's just unacceptable. The lack of caring is blatantly obvious. Maybe a letter to Mr. West or Dr. Carter would help get that place in line.

The absolute worst patient service you can possibly experience will happen at this clinic. The front desk might be the most incompetent group you have ever talked to. Very disorganized and unprofessional. Good luck being able to talk to anyone on the phone who knows anything to help.