HSHS Medical Group Multispecialty Care - Springfield

In my lifetime I have been seen by numerous Dr's, but I only trust my Dr here at HSHS Physicians Group. If she runs into something unknown, she figures it out.

I always appreciate the kindness and friendliness of the care team! They are very professional, nice & the facility is always very clean.

They provided me and my family knowledgable and upscale care.

Most unorganized doctors office ever. Being so unorganized also means you will NOT get the care that you need.

I have been established as a patient here for a few months now, but have only had to be seen about 2 times. Today I woke up and felt like I needed to be seen. I understood that it was last minute, so it might not be possible, but I called anyways (around 9am). The person who answered the phone told me that it did look like my doctor was booked today, but that she would put me on the list to be called by the triage line. She also said that if I did not hear from the triage line by later that day, that I could utilize their walk-in service.

1:30 rolls around and I have not heard anything, so I drive to the office to use the walk-in service. Upon arrival, I was informed by the front desk worker that they were not offering their walk-in services that day. I explained that I had called earlier and was advised to come in as a walk-in patient. She asked me for my information and to have a seat and that she would look into it. About half an hour later, another front desk worker came up to me and asked for my information. I gave her my information and explained my situation, and she also stated that she would look into it.

Half an hour passes (I have now been here for an hour...), and my phone rings. I step out of the waiting room to answer my phone, and it is my doctors nurse. She apologizes for not being able to call me back sooner, and tells me that they are booked today and that she can't help me. I quickly realize that she doesn't realize that I am literally in the same building as her, and have been waiting for an hour.

Why was I told to come in as a walk-in patient if those services were not to be offered? When I showed up, why did you have me sit and wait for an hour with no updates and for me to find out that my doctor didn't' even know I was there?

There was obviously some huge errors with communication, and I ended up leaving without being seen.

I want to end this by saying that I understand I was trying to get a same day appointment and that the office was extremely busy. However if you tell me that I can utilize the walk-in service, I expect that service to be available when I show up. And guess what, if it's not, I will still be understanding, but don't leave me sitting there for an hour with false hope that I will be seen. I was being told that they were looking into fitting me in their schedule, and then an hour later the nurse calls me with no knowledge that I'm literally sitting outside? Unacceptable.