Optum Primary Care - Rutherford

While the appointment with the physician was satisfactory, the experience with the front desk staff afterward was unacceptable and poorly managed. After my visit, a male receptionist asked whether I would be completing my blood work that day or later. I clearly stated that I would be doing it immediately and that I was fasting. Despite this, he instructed me to wait outside, stating there were no seats available inside. I waited for nearly one hour (until approximately 1:00 PM) without any explanation or update. When I finally spoke to another receptionist, she informed me that I should not have been waiting outside and escorted me to the lab. The blood draw itself took less than two minutes, making the prolonged wait completely unnecessary. The receptionist who initially directed me to wait showed poor communication, lack of professionalism, and no consideration for a fasting patient. Had I not followed up myself, I would have continued waiting for no reason. Although the physician and lab staff performed their roles efficiently, the front desk experience caused unnecessary stress and reflects a serious need for improved staff training and patient flow management at this Optum location.

I've been coming to this provider since their Secaucus location, and the experience used to be great. However, ever since the move, it's a mission trying to reach the front desk and it has become really difficult to book appointments and get seen on time. Today, I had a 5:00 PM appointment and was left waiting for an hour, only to be told that the doctor couldn't see me. What made it worse is that I was sitting there the entire time, and no one said anything to me until I finally asked what was going on. I understand things can get busy, but better communication and respect for patients' time would be appreciated.

A few days ago, I visited my doctor, who prescribed medication for me. When I went to the pharmacy to pick it up, the pharmacist informed me that a doctor's authorization was required. Since then, I have called the doctor's office numerous times and left multiple messages, but I have not received a response. Today, I called again and spoke with someone from the Rutherford office, who assured me that I would receive a call back. However, I am still waiting for any follow-up regarding my prescription. I find it unacceptable and unprofessional that this appears to be a common practice at this medical facility. After reading many similar patient reviews, I now understand that my experience is not unique. Even during scheduled appointments, patients are often made to wait over an hour sometimes an hour and a half despite the waiting room being nearly empty. Since Optum took over from Riverside, the quality of care and service has noticeably declined. I am now considering seeking care from another medical provider due to the continued lack of communication and professionalism from both the staff and management.

If I could leave a 0 I would. Customer service has plummeted since switching from Riverside to Optum. They do not care about patients or their care! It is impossible to reach anyone directly at the office. Customer Service has been outsourced to an international group with no experience. The customer service rep first scheduled my 60 year old mother for a location that was closed when arriving. When going to a different location, they didn't even send her prescription to the pharmacy. Now, it is impossible to contact the office directly for them to send the prescription. I am looking to report Optum to NJ State health as they are quick to charge for care but minimal low quality is provided. Not sure how this branch still exists.

I usually try to be the most patience and understanding but what i experienced here was so too much for me. I had to go for an appointment for a medication renewal and met with my doctor which was no problem. I went the same day to pick up my medication and the pharmacy said they did not submit my medication. I had called the doctors office for the next week and a half and was never answered. they kept saying my messages were high priority and they would call back and they never called me back not once. I ended up having to go to the office myself to talk to someone in person since no one answers the phone. They told me there was a misunderstanding and my medicine will be there when i go again. I went to the pharmacy again and they told me the same thing they didn't have it again. I have to drive BACK to the office and had to confront them again about all this, not answering calls, the lack of communication. i completely understand that to work in health how backed up around thing can be but having to drive back and forth, never called back, it's all ridiculous for me to be able to receive the care I need. Will not be going back and i sincerely think anyone should reconsider going here if you are looking for efficient health care.