Central Maryland Urology HIFU Center

My husband saw Dr Nezu who was great, but the receptionist was terrible and really a deterring factor to us returning. We overpaid for our initial visit, which I only knew because I looked at our EOB. When we returned for his follow up, we were told he had to pay another incorrect amount to be seen. I told her I had already been overcharged but instead of remedying the issue, she told me we would not be seen if we didn’t pay that amount. This office has horrible policies and most definitely over charge patients. If you don’t pick up on it, they won’t tell you! Horrible, horrible administrative customer service.

Dr Rodriguez is really great. Seen 3 doctors here and happy with them. Doctors are 5 star. The staff prevents them from higher rating. They used to be better over the years but the reception staff in summer 2016 is rude.

This is not a review of the doctors, who are wonderful.
This review is in response to the administrative staff of this practice and their office policies. I have been turned away on three different occasions and asked to reschedule because of «referral form issues.» On this particular occasion, they cited four reasons why I could not be seen by a doctor:
1) The member id was not filled out.
2) The suite number to the facility was incorrect
3) There were two different handwritings on the form
4) The form was not submitted to insurance in advance of my appt.
And for those reasons, I was advised I needed to reschedule (or self pay). The office would not contact my primary care physician, saying that is the patient’s responsibility because the matter is between the patient and their physician. They also would not allow me to contact the primary and still maintain my appt, because they are on a tight schedule and cannot make allowances. I’m not the only one to have this experience — I have seen them do this to other patients and turn them away. When I asked if had had the referral sent to their office in advance, could I have received a phone call about the errors prior to me physically arriving for my appt, they responded, «We cannot guarantee that we will contact you in advance of your appt simply because we are unable to accept your referral. We are often too busy to address that request.»
Too busy? The front desk doesn’t even take incoming calls — they have an answering service that does this for them 24 – 7. And when you speak with the answering service, you are told your phone call will be returned, but that doesn’t always happen. And when you call to make an appt, you are told via recording to make your appt on the Patient Portal. But the Patient Portal was down today as it was one other time I was in the office, so clearly this procedure doesn’t work.
Customer oriented, they are not. My experience is that the front desk tries their best to turn people away or get them to self-​pay. Unable to use/​have questions on how to use the electronic orange medical sign-​in device to input your medical information? I’ve seen patients turned away simply because they can’t figure out how to use this electronic gadget on their own without assistance. I’ve been turned away 3 times for petty referral form matters and never once did this practice try to be helpful by facilitating matters for me or placing a call to my doctor’s office. Considering their clientele is largely over the age of 50, I find this appalling. Draconian office administration policies have no place in a medical setting where a little kindness, assistance, sympathy and compassion would go a long way.

They have terrible policies, i hand a appt for a follow up after a procedure, i received my bill the day before my follow up apt, since I didn’t not pay the bill they would not see me, i explained they need to give me a chance to pay the bill and receive it in the mail, i didnt bring money to pay that day. she said i should know because i get a eob and an email, i told her i wasnt denying i owe them just give me the chance to mail it to them, i asked to speak to the dr, she said he was with a patient and she spoke to him and he said he wouldn’t see me. i asked for my records and will never go back. you need to give your patients a chance to pay it.

I just had a Urodynamic evaluation performed by Dr. Jennifer L. Bepple. I was pretty nervous, but I knew I had to get this done to find out my issue especially after canceling my first appointment and then my problems continuing to get worse. Dr. Bepple and her staff (2 nurses) were so kind and comforting. I did not feel uncomfortable or ashamed and knew I was in great care. As far as getting a catheter and camera placed up my urethra goes, this was a great experience. I would definitely recommend Central MD Urology Associates for any and all urology needs!