Dr. Frank D Morgan, MD

Write a Review970-353-9011

CLOSED NOW - Opens atTomorrow 7:30am

Complaint sent to head office (Banner):



We recently moved to Greeley CO. Attempting to be proactive with my health concerns (and as my prescriptions were getting low), I went to Westlake Family Physicians after researching doctors in the area on the Internet. To start with, I simply wanted to have my records sent to the office so I could refill prescriptions, schedule appointments as needed, etc. without worry of not having my medical data available to the attending physician. I was told I couldn’t do that and if I wanted my records sent to that office, I would need to schedule an appointment at that time. Though there was no real need, I agreed and got my Benefit and HIPPA, along with the new patient, forms to fill out when I returned. I shared at the time that our insurance was Great-West (CIGNA).



Today, I returned for my appointment with not only my temporary insurance card (the insurance recently changed from Great-West to CIGNA) from Great-West but also my wife’s insurance card. I was told we could not keep the appointment as I did not have my wife’s SSN (she is at work and can’t be interrupted unless it is an emergency). I think this would have been a VITAL piece of information that should have been shared with me the first time I was in the office and I shared what insurance carrier we had or when I was called to confirm my appointment last Friday!



When I was asked if I wanted to reschedule the appointment, I declined, mostly due to the reasons above. I have used my temporary insurance card at another facility that simply called Great-West and obtained an id number. Both times I have been in the Westlake Family Physicians’ office, I was not greeted promptly. Today, I had to stand at the counter listening to one receptionist educate another on the art of copying and pasting in an email before I was even greeted (I am guessing it took all of two minutes or more)! Further, rather than make a phone call to get an id number, I was made to feel like I had done something wrong by not having my wife’s SSN memorized or otherwise available to me on the spot! At the VERY least, I rather expected to hear that I could contact them with my wife’s SSN at a later time but the only offer seemed to be to reschedule!



I am an owner of a business that requires a very high degree of customer service. To that end, I feel I am qualified to share that there has been almost NO customer service afforded me at the Westlake Family Physicians branch of your operation. After my research, I think I would get quality medical care if I could get past the front desk. I would like to obtain care through the facility but would need a guarantee of higher customer service!



Thank you and I look forward to hearing back from you…