ACCESS Servicios Medicos La Villita

The doctors are great but the staff needs some customer service training. One of the worst clinics I have ever been to in regards to this. First of all it’s very difficult to get an appointment with a doctor via phone. Once I was waiting on the phone for 45 minutes! From then on I decided to make my appointments in person. However, the same ghetto attitude you get on the phone is the same one that you get in person.
Also the parking lot is a nightmare. I have seen people fight over spaces and it can get ugly. I myself avoided an altercation after someone decided to compete with me over a space, and sped right up. It seems like this place was more hazardous to my health than good. For this reason I want nothing to do with this clinic or any Access clinic in the future.

FIrst time going there for the gynecologist. I had an appointment and so i didnt have to wait long in the waiting area. The nurse who attended me was nice and professional and took my vitals. I did have to wait long for the actual gyno to come into my room though…30 minutes i think. But she was nice and answered my questions so besides the extra waiting i had a good experience. Besides the receptionists who looked bored and gloomy every worker i encountered there was nice.

I moved to this clinic because is half block away from my home and my doctor does not have many patients so my doctor’s appointments are really fast (I hate waiting hours to see a doctor).
They implemented appointments for lab work, this means that you have to make an appointment for any lab order from your doctor. I missed my firs appointment because my job schedule. I went to the clinic without an appointment at 8:20 am on a day that I was available, and the receptionist told me that the «Lab Window» was not open until 8:40 am and that they cannot take me without an appointment and sent me away.
I usually do my doctor’s appointment late in the afternoon when I get off my work but the lab is closed by the time I get off. I called my doctor and explained that I cannot make an appointment because I do not know in advance when I will be available, he said to tell them that they have to the lab.
I get there at 8:15 am, I stand on the window (that is closed at this time) for the lab orders. There is a person in front of me that also missed his appointment and another person behind me. A receptionist order us that we have to sit on the waiting room and wait for the window to open. I explained that I do not have an appointment and she «ordered us again» to sit down and that they will call me after they see the patients with appointments.
I asked her, how do you know when to call me if you do not have my name or information anywhere? I tried to give her my missed appointment paper, but she refused to take it and ordered me again to go and sit down. About at 8:50 am (they were suppose to open at 8:40 am), about 10 people were in line exactly on the window that I was turned away. I got up and went to ask the same receptionist about the what was the process to register my name for lab work, in a very rude tone, she told me to make a line. I told her that her directions were very confusing, and she shouted at me that there are signs on the counters. When I looked at the signs, it had the names of doctors, and there were no signs for the lab window. The signs are placed on the counter and not on the wall, you actually have to stand on the counter to see them, but if you walk by, you will not see them.
I asked the people on the line if they were there for lab work, only 2 out of the ten where there for the lab. I asked the same receptionist that the process to register for the lab again because there where people in line for other reasons. She yell at me that she never told me to get in to that line (there was only one line of people). I told her to calm down, that there was no reason to get angry.
Another female employee came out and very politely asked who was there for the lab work, and 3 of us putted up our hands. She asked us to «please make another line, somebody will register you in a moment». WHAT A DIFFERENCE, I try to explain to the new lady the situation, but she told me that she was listening to the conversation and that is why she came out.
Finally I was registered for the lab work, and while I was in the waiting area, I was taking to other patients and they said that the people on the front desk are very rude specially with old people. Once I came inside to the lab, I found a friend that works there as a doctor’s assistant and my friend said that the people that work with the doctors also do not like the people on the front desk and how they treat the patients.
I was observing and listening the rude the receptionist was with patients (I had nothing else to do while waiting), I don’t know what it wrong with this receptionist in particular but she behaves like a rottweiler! She always responded in a negative fashion, which puts people off from coming to this clinic. My experience was so bad regarding the attention coming from the receptionist because she was so angry with us just for asking questions. she was treating us in very unprofessional way. One thing that I notice, she changed her attitude with people that spoke English and were not Hispanic. Makes me wonder… This is a low income community with lack of education and English language and the receptionist treat us with a demeaning attitude because she has a little more education than the majority of the patients, and she treats people in a abusing way. These people usually do not complain, but the receptionist needs to understand that we are paying to get a service and we expect to get the best service possible whether we are educated or Latino. The goal of ACCESS clinics is to provide outstanding service, respect, compassion, trust, integrity, professional, accountability, and to have the best patient experience possible. This receptionist is not following the ACCESS goals and commitment and need to be removed from her receptionist position.