Ascend Medical Family Medicine

I gave 3 stars only because 1 part of my visit is the best ever! The 2nd part is the worst ever! Dr. Nassery is the BEST physician I’ve ever had the pleasure of working with for my health. She is honest and open and caring and perfect in my humble opinion. She is the reason I keep returning again and again. That’s the great thing about this Ascend location. The bad? The phlebotomist! He is the most rude, uncaring, unsympathetic individual in the nursing field I have ever encountered. Twice now, he has treated me like a child. He is condescending and unprofessional in every way. At this most recent visit, I was nice but made a request he obviously didn’t like. I asked for a butterfly needle because I have a fear of needles. Instead of accommodating me without fanfare, he proceeded to tell me that I have big veins and will get a big needle (not what someone who’s scared needs to hear). We even held up a handful of what he planned to use instead. Again, not the right move when someone tells you they’re scared. He then proceeded to say butterfly needles are only for infants. THEN, he went to far as to say there’s no such thing as a butterfly needle. After I closed my eyes to power through (while tears are running down my face mind you), he finished up and said…you got what you wanted and snapped the needle out of me causing pain. He looked directly at me and followed up with…did that hurt? I can’t stress enough to anyone planning to visit this location to be prepared for what is the worst encounter you will have getting blood drawn.

I cannot recommend Ascend Medical. Kristen Oliver has been an amazing PA, but if it weren’t for her, I would definitely be leaving Ascend. I’m still considering it. I’ve had an awful experience using their mental health services. I started therapy in December with Carol. There’s nothing I loathe more than the process of trying to find the right therapist, so I put quite a bit of research into finding the right provider for me. I would later find out that she was not the right therapist after all. After multiple late arrivals and no shows at our scheduled appointment times, I grew beyond frustrated. I found it incredibly rude and inconsiderate for me to show up to my virtual appointment just to be told that we would not be having a session after all. Especially when I receive text messages stating that if I no-show, I receive a $99 bill. Honestly, this was incredibly detrimental to my mental health as I would show up ready with concerns to address only to be let down by my therapist. A therapist should be a provider you can depend on, and I felt like that was not what I received. From January-February, I called Ascend and spoke to Katie on multiple occasions. She was kind and understanding. She promised to forward my concerns to a manager. I waited weeks and did not receive anything, which is why I continued calling. Finally, I spoke to a manager, Brittany, who told me that Carol felt bad about the situation. She stated that she had multiple personal issues arise that needed to be dealt with during the timeframe of our sessions. This is completely understandable; I don’t expect my therapist to not have her own life going on. However, my issue lies with the fact that I repeatedly had to call Ascend with my issues. My therapist did not reach out to me until over a month later after I called and complained multiple times. I feel like if she truly felt sorry, she could’ve sent a message of her own volition without me constantly pushing Ascend for some kind of answers. Additionally, I only received this phone call from her after Brittany told me she would call at 3:30. After 3:30 came and went, I called Ascend again notifying them that I’d waited an hour and had yet to receive a call. It was only after this last call after 4:30 that I finally received a call from Carol. I wonder if I hadn’t called again and pressed the issue if I would be disregarded yet again. She stated that she had a lot of family issues and felt bad about disappointing me. She stated that she would like to continue working with me. I was very emotional because I felt like this experience actually set me back in my therapy journey. From December, I could’ve been working with a therapist who actually seemed to care. I decided not to give Ascend’s therapy service another chance after all. I would like a therapist I can trust, especially when I’m paying $250 a session, and this was not the case at Ascend. I’d rather not waste anymore time or money. On top of everything else, I had issues with the billing department stating that I did not pay the $75 due at the time of the appointment even though I literally had to pay this before my session even started. This began a back and forth text message exchange between Ascend’s billing department, my insurance, and myself. Why this went on for so long when Ascend’s Patient Portal (along with my billing statement on my debit card, which I emailed) clearly showed I paid this amount is beyond me. I find the unprofessionalism, lack of care and empathy, lack of communication, and disrespect that they’ve shown in this situation appalling. This was really ridiculous and time-consuming. I’m now searching for providers via Headway. Hopefully my experience with that will be a lot better. Photos include phone call logs for evidence.

Kristen is great. I love her, she seems to genuinely care about the patient and it doesn’t feel robotic! She listens. Everyone I’ve encountered in the office is welcoming.

I would give 10 stars if that were an option. I’m a new patient and saw Kristen Oliver as my provider, and it was undoubtedly the most competent, professional, and proactive medical experience I’ve ever had. Her level of attentiveness and swift action was second to none. It’s so rare these days to meet providers who truly care, take the time to get to know their patients, and follow through thoughtfully in their care journey. Kristen exceeded all of my expectations, and I look forward to being a longtime patient of hers. Thank you to the team at Ascend!!

Provider, Kristen Oliver, and the team at Ascend are absolutely amazing!!!! Kristen took so much time, care, and thoughtfulness to address every concern I had and made me feel so heard, understood, and comfortable! She has a background in the education field, and it shows~ she is brilliant and explains things in a way that is very informative and helpful! Kristen and her team really went the extra mile to make me feel welcome, safe, and taken care of as a patient- I am so glad I get to receive care from Ascend!