★
I want to be very clear that I am extremely dissatisfied with Crystal Run. I am almost never able to see my actual primary physician, and I am constantly redirected to urgent care or whichever doctor happens to be available that day. This happens even for basic issues like check-ups, sore throats, or simple follow-ups. Every call involves long hold times, and there is absolutely no continuity of care. This is not acceptable.
Losing Dr. Ahmad for my GYN care was another major setback. The other physicians I saw within the practice did not follow up, did not address my concerns, and did not provide appropriate or accurate care. I made numerous unnecessary appointments for PMDD symptoms and wasted years of co-pays without receiving a single real solution. It wasn't until I took it upon myself to locate Dr. Ahmad that my six-year issue was finally resolved. Crystal Run has not demonstrated anywhere near this level of competency or consistency.
Furthermore, Dr. Avella's North Rockland office functioned the way a medical practice should. I could be seen promptly, calls were returned, and care was personal and reliable. Now, everything funnels through call centers with constant staff turnover, and the entire system feels focused on maximizing insurance billing rather than providing patient-centered care. The process is chaotic, inefficient, and frankly, exhausting for patients.
To be direct: the only reason I continue coming is because I trust Dr. Avella as my PCP. If he ever leaves, I will not continue with Crystal Run. The current system is unacceptable and does not reflect quality care.
★★★★★
We took our 96yr old parent to urgent care to rule out a UTI. We were greated and checked in quickly. We were seen within 20 min of our appointment. Everyone we saw was kind and patient. The highlight was Dr. G. This was the 2 nd time we were lucky enough to have her as our attending physician. She is so knowledgeable and smart. She is upbeat and helps you to feel comfortable. She asks great questions and listens to your answers. I will always come to this urgent care for issues at any age because of her.
★★★★★
I'm leaving a five-star review for Dr. Ked Fortuzi. From the moment he greeted me with open hands, I could tell he was both professional and genuinely caring. He clearly loves what he does, his positive spirit and dedication stood out right away. Dr. Fortuzi took the time to really listen and was determined to get to the bottom of my pulmonary issue. I'm truly happy I met him, and I wouldn't go to any other doctor!
★
My primary doctor and GYN were the greatest but due to the recent changes in Crystal run my doctors are no longer with the organization . My new doctors are horrible with new requirements just to refill a prescription. Long wait times and unprofessional staff .
Update . I contacted the doctor he took two weeks to respond . Once I get a response for my request I am asked to complete a hippa form that it's inconvenience as you have to print and then resubmit as it's not made possible to edit online like most up to date clinics that's actually make forms easily accessible to patients to complete online I had it with this place please don't go here waste of time and poor patient care .
★
Concern Regarding Unprofessional Conduct by Medical Assistant at Crystal Run Healthcare Urgent Care. My family and I have been visiting Crystal Run offices for years, and until now, we've always had positive experiences. However, during my visit to the urgent care on the evening of August 7, 2025, I encountered a medical assistant whose behavior was unprofessional, discourteous, and made me feel deeply uncomfortable.
The medical assistant, Jacqueline, did not introduce herself upon entering the room. She proceeded to check my blood pressure, oxygen saturation, and oral temperature simultaneously. Without any instruction, she placed the thermometer in my mouth and then said, "You hold it yourself." When the thermometer beeped, I informed her, but she refused to remove it. I had to take it out myself and hand it to her. I mentioned that I had never seen a patient be asked to hold and remove the thermometer themselves, but she offered no response.
After she finished taking my vitals, the nurse, began collecting my medical history. During this time, Jacqueline stood silently in the corner near the door, staring at me. At first, I tried to ignore it, assuming it was momentary. But her persistent staring made me increasingly uncomfortable. I finally asked, "Why do you keep looking at me?" She replied, "I'm not looking at you." As I asked the question, I glanced at her name tag, and she immediately covered it with her left arm and flipped it over to hide her name. Later, as we were leaving the room to wait for the provider, Jacqueline sat at the nurse's computer seat. Again, she noticed her name tag was visible and flipped it over.
Her behavior throughout the visit was unsettling and inappropriate. I've been to many medical offices over the years, and I've never encountered a medical assistant who asked a patient to hold and remove the thermometer themselves, nor one who acted in such an evasive and disrespectful manner.
I shared my concerns with the nurse , who acknowledged that Jacqueline is new in urgent care and may lack proper training. She said she would address the issue, though she didn't seem particularly receptive and asked, "Is that your only concern?"
That one star is for the medical assistant's conduct--though frankly, she didn't even deserve that. I want to emphasize that I've never had any issues with Crystal Run's providers or other staff. They have always been professional, courteous, and attentive. This experience was an unfortunate exception, and I hope it will be taken seriously.
I sincerely hope that Crystal Run's management will investigate this matter thoroughly. Patients deserve to feel safe, respected, and cared for during their visits. I hope this experience will not happen to any other patient. I'm sharing this feedback in the hope that it leads to improved training and accountability.
