When choosing healthcare, especially for seniors, reputation is paramount. CenterWell Senior Primary Care, part of Humana, aims to provide specialized care for older adults. But does CenterWell Senior Primary Care have a good rep? This question is crucial for anyone entrusting their health, or the health of a loved one, to this provider. One patient’s recent experience at a CenterWell location raises significant concerns about the quality of care and attention to patient needs, prompting a deeper look into their reputation.
This account details a series of troubling events during and after a Transitional Care Management (TCM) visit at CenterWell Senior Primary Care on Richmond Road. Following a hospital discharge from CHI Saint Joseph Hospital, the patient sought follow-up care at CenterWell on July 31, 2024. Unfortunately, this initial visit and subsequent interactions were fraught with errors and a perceived lack of concern, leading to questions about CenterWell’s commitment to patient well-being.
One of the first missteps involved a critical diagnostic procedure. The reviewing doctor, Cynthia Cox Mahin, reportedly failed to submit a request for an urgently needed MRI at Lexington Diagnostic Center. As of August 23, 2024, nearly a month after the appointment, the MRI had still not been scheduled, highlighting a significant breakdown in basic care coordination. This initial oversight alone casts a shadow on the efficiency and attentiveness expected from a reputable senior primary care provider.
Adding to the concerning start, the patient experienced considerable difficulty during a routine blood draw at the CenterWell laboratory. According to the account, it took three different individuals, including a technician and a doctor, multiple attempts to successfully draw blood. This not only caused unnecessary discomfort and pain but also suggests potential issues with the phlebotomy skills within the CenterWell facility.
The problems with blood work didn’t end there. A subsequent report from Quest Laboratory, the external lab processing the samples, indicated “No suitable specimen received” and advised CenterWell to “review the test requirement. Test Not Performed.” This critical error implied that the blood sample collected at CenterWell was unusable, necessitating a repeat blood draw.
When the patient contacted the Lab Technician, Lisa Gillespie, at CenterWell to inform her of the Quest Laboratory report, the response was far from reassuring. Ms. Gillespie allegedly stated that it was “not her responsibility” to investigate the issue with the blood specimen, asserting her job was only to draw blood. This dismissive attitude raised further questions about the level of patient care and follow-through at CenterWell. Even after escalating the concern to Michelle, the office manager, the response remained defensive, with hypothetical excuses offered instead of concrete action to resolve the lab issue. While Michelle did promise to contact Quest Laboratory, there was no follow-up communication with the patient as of August 23, 2024, leaving the matter unresolved and the patient uninformed about their blood test results.
Adding insult to injury, Quest Labs explicitly noted in their report to “please call patient and advise them of the elevated results.” Despite this clear instruction, no one from CenterWell contacted the patient to discuss these potentially critical health findings. This lack of communication is a serious breach of patient care standards and further fuels concerns about CenterWell’s patient-centric approach.
The series of errors extended beyond lab issues. On August 19, 2024, the patient’s primary care physician, Dr. Stella Staley, prescribed medication that the patient did not even take. This prescription error, caught by the pharmacist at C&C Pharmacy, underscores a lack of attention to detail in medication management, a particularly crucial aspect of senior care.
Frustrated and deeply concerned by these accumulating issues, the patient escalated their complaints to Humana, CenterWell’s parent company. Despite assurances of a 2-3 day follow-up due to the seriousness of the grievance, no response was received. Persistence eventually led to contact with Associate Director Aaron Clark on August 16, 2024. Mr. Clark reportedly initiated action on the delayed MRI referral and promised to address other concerns. However, true to the pattern of inaction, no further communication was received from him either. Another attempt to follow up on August 20, 2024, led to contact with referral supervisor Quintessa, who also failed to provide resolution or a promised callback by August 23, 2024.
This detailed account paints a concerning picture of the patient experience at CenterWell Senior Primary Care. The repeated errors, lack of follow-up, and dismissive attitudes from staff raise serious questions about whether CenterWell Senior Primary Care lives up to the expectation of providing quality, compassionate care for seniors. For individuals researching “does CenterWell Senior Primary Care have a good rep,” this experience serves as a cautionary tale. It highlights the importance of thorough research and careful consideration when choosing a healthcare provider, especially for the vulnerable senior population. While this is just one person’s experience, it prompts reflection: Is this the level of care anyone would want for themselves or their loved ones?
