Westglen Family Physicians - St. Luke's

My primary care physician retried after seeing him for over 14 years. I called Westglen by referral from another physician of mine, and they are truly amazing. I saw Eileen, and she understands what is going on with me and how to treat it. From check in to leaving, everyone was wonderful. I was super nervous about getting a new primary care physician, but these wonderful people made it a great experience. Thank you, again, for all you do.

Called to set up an appoitment with DR Koeppel as a first time patient and the office staff was very un-inviting as if i was interupting them. The guy i spoke with made the comment that he had lots of questions to ask me before scheduling an appointment so he doesnt waste his time. Who the heck says that? It worries me coming here to be treated, if they have the face of the facility talking and treating patients like this? After all the patients aford them the ability to pay their bills? Awful customer service. I canceled my appointment.

Dr. Koeppel is excellent! My parents have had years of outstanding care at the University of Iowa. When I moved them to St. Louis my husband (a physician) said I will have a hard time finding a primary care doctor as outstanding as the one they had in Iowa. Well, I found him. My parents are working towards 90 with multiple complex medical conditions. When I brought my mom first to see Dr. Koeppel we both walked out of the office at the end stunned by how much we both absolutely loved him (and his staff!!). He is kind, patient, an excellent listener, is thorough, and extremely smart. And the staff is awesome. When I took my mom to her cardiologist two days later he looked at my mom's EMR (electronic medical records) and said Dr. Koeppel wrote an outstanding medical summary of my mom's visit. And he did it within 48 hours of seeing my mom!!! The cardiologist told my mom he was impressed with Dr. Koeppel. I have switched my own family's care to Dr. Koeppel, now, also. We are so happy we discovered him (and his staff)!

A week ago I called and spoke with Sarah, who became angry, frustrated, rude and unprofessional as she was unable to locate my insurance info. When I addressed her behavior she hung up and no one answered my other calls. I drove to the office to speak with someone in person and made complaint and to inform them that I would be contacting Patients Relations at St. Luke's Hospital. Therefore, if patients are experiencing unprofessionalism, the best option is to contact Patients Relations. I have never before experienced this behavior before and will never allow this office to provide me with anymore service, all because of Sarah. We as Patients have choices. Posting and reporting things such as this will make a change. I see what others are saying and I truly understand. These problems will stop only when we refuse to accept them.

Tried to make an appointment as a new patient and it wound up being a frustrating waste of time. Office staff unhelpful. Being charitable, I can only assume the staff is understaffed. But I was literally told I needed to make two appointments to get help with the issue I need ongoing treatment for: An intake appointment, followed by a treatment appointment. This policy seems like a senseless delay and money grab. After spending 20 minutes giving information to questions that did not always make sense, I get told the next intake appointment for the doctor is a month out and get offered another doctor. I say I need to check if the other doctor is in my network. It would have taken 5 seconds, but I get told to call back. This process should really be streamlined, perhaps moved online. But after that experience, I can only imagine what it would be like to get care at this location long term. I'll definitely be going down the road for my care.