Refuah Health

Let's start with a quote directly from Refuah Health's website:

"Our seamless coordinated care is fast and efficient, allowing our Members to focus less on their healthcare and more on their lives."

This has absolutely not been the case with my (a members) healthcare in dealing with Refuah.

There is nothing "coordinated" about their level of care. Doctors, providers, nurses etc do not coordinate with each other, leaving the patient to have to describe, in an endless loop, every detail with every interaction at every step of the proccess of extracting "care".

a) It is impossible to get a call back from Refuah, unless you call patient services. And even then, their response is certainly not seamless or fast. (I even left a message for the executive director - Chanie Sternberg. But apparantly she is too busy to provide a "seamless coordinated....fast and efficient" service, so I did not get a call back).

b) Their phone tree is designed to keep you away, i've called multiple times, left multiple messages, pleaded and begged for a call back. But alas, they seem not to provide this basic level of service.

They appear also to have outsoruced their call center offshore, with customer service reps making promises they can't keep (for call backs) or simply don't understand.

c) It appears that Refuah wants to compel the patient to make appointments (for whatever reason) rather than provide the most BASIC level of care that can be resolved with simple communication.

The reason I am leaving two stars instead of one, is that this disfunction seems to be at the admin level, rather on the Doctor, primary care level. Some of the providers at the clinic are in fact exceptional, but the red-tape, bulk overwhelm, disfuncation appears to hinder the level of care they ought to provide.

Another website quote:

"We recognize that healthcare is personal — each of our Members has their own story and is on their own medical journey."

My ongoing journey with Refuah is one of deep dissatisfaction, frustration and unresolved issues that linger beyond this review.

I hope, for the sake of the community they serve, Refuah takes note and does better.