Castle Pines Urgent Care and Family Practice

Came for urgent care here last week.
He couldn’t tell if I had some abnormalities in the ekg. They took blood and were supposed to call and let me know, as well as set up some imaging. They said the imaging people would call me. It’s already been a week, so I’m guessing that won’t happen on either count.
I can see the blood work in the patient portal, they had it back over the weekend…
Was considering using for my PCP as the dr seemed nice, but instead, i think I’ll find one who actually cares about patients and follows through.

This clinic has the WORST operational and problem management skills of any business I’ve ever worked with. I scheduled my appointment a week in advance; however, was only notified 30 minutes before my appointment that the PA I was supposed to see was out sick for the day. I was then informed that the clinic would not be taking appointments, walk-​ins only, as there was only one other PA and doctor on site, so my options were to reschedule or walk-​in and wait my turn behind multiple other people. I understand that circumstances change and politely opted to come in and wait it out.
After waiting for an hour and a half, I was taken back for my appointment. After another fifteen minutes of waiting in the room, an office manager came in and told me that the remaining PA had just tested positive for the flu and that the doctor had left until 4pm. Therefore, my appointment would have to be canceled and rescheduled for after 4pm (this was at 10:30am).
Like most adults, I work during normal business hours and had only asked off for the morning and would not be able to leave again on another day. It was clear this was the case for many other patients in the waiting room as well.
How is a medical business supposed to operate without a doctor or a physician? This clinic clearly has no preemptive planning and subsequently no consideration for the time of their patients. While it is understandable that someone cannot help feeling ill, it is not acceptable to wait until the last minute to let a patient know they cannot be seen, nor to not have a plan in place for unexpected situations such as this. At the least, they should have been apologetic; however, they were not.
I would never recommend this business.

I heard the doctor here was good but was on vacation when I called so I made appt with nurse. I waited 1.5 hrs even though I had an appt. I am not sure if they kept forgetting about me or their loud conversations about recipes I kept overhearing was just such a priority, An unaccompanied student came in to dx me, which is unacceptable for a ton of reasons. Then awhile later the nurse came in. She only would address one of my three issues. She told me my insurance required 8 weeks of PT before they would pay for an MRI, which I have found out is totally false, and my deductible is skyrocketing next year so I needed to get my care in this year. They billed my insurance company $ 700 for bloodwork that I have called probably 10 times to get results for in the past month. This last time I spoke to lisa who claims to be the mgr and she just told me ‘normal’, and couldn’t figure out what tests were done. I finally demanded they mail me all the tests, which I am sure they will fail to do. I am going to have to get the procedure codes from my Insurance company and google them to find out what tests were done. I told lisa I have been having a hard time with the office and she just said ‘I’m sorry’ and made no attempt to find out what has been going on, which you would think she would be interested to know or pretend to care. To sum it up, This level of care is worse than the free clinics you go to when you are broke in college. There is a dr on every corner, don’t waste your time, money at this place. I have had better luck at the grocery store clinic but was hoping to find a regular primary dr.

I’ve been here twice now and have had a great experience both times. I really liked seeing the nurse practitioner named Paige. She was very knowledgeable and super personable. I felt like I got great care here and would absolutely go back to them again.

Dr. Wilner is amazing. I have never been treated with so much compassion and care by a medical professional. I have not had a doctor in so long and I am so glad that I found Dr. Wilner. Seriously, best bed side manner ever.
Thank you for your care!

Stellar care at Castle Pines!

What a wonderful family medical office! Castle Pines Urgent Care and Family Practice has been our primary care physician for almost three years, and I highly recommend them. Dr. Wilner is the best family doctor we’ve ever had because of his depth of experience and his thoughtful (and often humorous) approach to treatment. Paige is a particularly knowledgeable and compassionate Nurse Practitioner. Each visit, they take the time to find out exactly what the issue is and treat accordingly. They’ve helped us with medical issues large and small over the past several years. Their medical knowledge is extensive, and it’s clear each time we visit that they genuinely care about their patients.
We have never experienced the billing issues described below, and I think they must be anomalies. (I was looking up their number to schedule an appointment, arrived here from Google, and saw their rating was surprisingly low, based on our experience. So, I wrote this quick review.) I cannot recommend them highly enough.

Do not waste your time and money going here. The medical assistant was rude and unprofessional, they did unnecessary tests that I am sure will cost my pocket book, and I came out of there with an uneasy feeling of «what just happened».
They had my family separate into two rooms because «the rooms could not accommodate» all 4 of us. They ran tests without my husband and son (in the other room) knowing what it was for.
I called the office manager later in the day to discuss my concerns and she didn’t take me seriously. I am a nurse by profession, and I am very disappointed in Castle Pines Urgent Care.

This is a lesson on why to read Unilocal before going to a provider.
Honestly, the doctor was fine. He’s seen me and my son on separate occasions. The business side of things is abysmal, as you can see from some of the other reviews below.
I saw the doctor due to an injury on my right toe. A fairly simple procedure, much of which was done by an intern he had with him. I don’t even have an issue with that. Here’s the issue.-
They called several times asking for insurance. I not only provided the insurance information over the phone, but faxed them a copy of the card as well. My deductibles had been met, and this should have been a very simple $ 50 visit. The business side of this office does not do simple.
After sending the information over numerous times, I started receiving calls from a collection agency. At that point, I contacted my insurance company. THOUGH THE DOCTOR IS APPROVED BY THEM, THEY NEVER SUBMITTED A CLAIM. I sent the note from the insurance company over to the agency, and advised them that the balance was in dispute.
Today, I was served to appear in small claims court for a whopping $ 400. My mom reads my Unilocal,so I’m going to keep the language civil, but if they’re not ashamed of themselves, I’ve got nothing for you. Personally, I’d be humiliated (but I’m also not the type to sue someone for $ 400 after they had gone through the trouble of sending their insurance several times.
Honestly Dr. Wilner, you should be ashamed of these business practices.

Needed to see someone about a possible ear infection that I thought may have developed over the weekend. I called them at 8:00am on Monday morning, was seen by Dr. Wilner at 11:40am, and had my problem diagnosed and was done by 12:30pm. Every staff member I encountered was wonderful, Dr. Wilner was great, and I would use them again!

In response to my previous Unilocal review, I received an email from the President of CP Urgent Care. The conversation is as follows:
DOCTOR’S EMAIL:
I am so sorry that you had a bad experience at our practice. The error was on my part as I did not communicate effectively with the staff on what to tell you. I own it and take full responsibility. When you asked for a refill of your medicine, the insurance denied it. Instead of going through all the insurance company loops and red tape (which we do not control and are different for each insurance company) I asked them to have you to buy the medicine and pay cash. While this may seem odd at first, it is important to know the cash price of this particular medicine is about $ 30/​month. Most of the time this is very close to the insurance co pay. At the time, instead of fighting the insurance windmill, I just asked you to pay cash, as most of the time this is the easiest.
We take pride in our practice and try to deliver a good experience to everyone who comes in the door or talks to us on the phone. I am so sorry we were not able to meet your needs.
I wish you the best in your search for a new practice.
Sincerely yours–
Lawrence Wilner President Castle Pines Family Practice.
MY RESPONSE:
Dr. Wilner —
So am I understanding correctly that instead of calling my insurance company you personally decided that I should pay cash for my prescription? Because it was too much work to go through all the insurance company loops and red tape? I hope you understand that when you say that «most of the time this is easiest» it comes off very selfish. It is only easiest for you because (as my doctor!) you literally did nothing.
Unfortunately this medication, even in generic form, costs $ 96 in cash as opposed to the $ 10/​month I have been paying for the past five years. I paid for it this month but will no longer be able to afford it. Hopefully the doctor I am transferring to won’t be afraid to speak up on my behalf.
While I appreciate you taking the time to email me your perspective on the issue, it did nothing but affirm to me that the best interest of your patients is not the driving force of your practice. The best interests for you personally seem to be the most important thing. I apologize that my medical issues were too much of an inconvenience for you.
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I have yet to be given a response.

I reluctantly took my son here on the weekend after another Urgent Care in Castle Rock refused to see him b/​c they were busy. I say reluctantly b/​c I have had past dealings with Dr. Wilner and found him not to my liking. That said, I am always willing to give someone a second chance. Turns out, he wasn’t in that day, we saw a Nurse practitioner, I forget her name. Regardless, the process was fast and smooth and my difficult-​to-​please wife was very happy with the care that my son received.

Professional, responsive, timely and accurate care. Was able to see my wife within 10 minutes of arriving. The staff is exceptional!

Great practice, excellent doctor. Dr. Wilner’s professional and courteous staff greeted us promptly and we were back to see the doctor within 5 minutes for my son’s well child visit and sports physical. Dr. Wilner took his time with us, explaining everything to my 11 year old son and even humoring him by checking his reflexes multiple times at my son’s request! The doctor seems to employ a conservative approach, opting out of a follow up x-​ray for my son’s past bronchial infection when some docs would have jumped at the chance for the additional billing of an xray. Dr. Wilner and his staff are providing a great service to the Castle Pines Community and we are fortunate to have him here.

Love this medical office and Dr. Wilner! First time I went here was on a weekend with my little daughter. The staff was really nice, helpful and we got seen right away. Something you would never expect from an urgent care :) Dr. Wilner took the time talking to my 4 yo daughter, making her feel comfortable while he was checking out her symptoms. She loved the visit so much she’s now asking to go back every time she has a little teeny scratch.
I went back one more time for a regular family practice visit, I called to see if I can get an appointment because my ear was badly hurting and they took me in within 2 hours. I have to say I’m really glad to have found this practice and what’s even better is that all of my family can come to one great place for regular family visits and urgent care if needed as well.
Thank you Castle Pines Urgent Care and Family Practice!