I have had so many poor customer service experiences with Banner Health that I finally felt compelled to share online so others may proceed with caution. While I have had one or two positive doctor experiences and appreciated their care, it was rare and isolated. The back office (scheduling and billing departments) must be incompetent because they can't be that malicious. On one visit with a podiatrist, she consulted with me for 10 minutes and then prescribed a lotion. I then received the bill for procedures that I never heard of and were never performed - $450 worth. It took me over a year to finally resolve the matter with many phone calls and emails. Scheduling is a whole other negative experience that I have never encountered before in my life. I recently had to move one of my appointments due to a conflict with one of my regular doctors. The next available appointment? 7 months later to see my own doctor! The typical experience involves navigating through lengthy IVR prompts, waiting on hold for a minimum up to a half hour and then connecting with a remote agent. When I asked if I could go on a cancel list, the response was; "we don't maintain a cancel list, you have to keep calling back every day to see if there are any cancellations". Back east, I can call a hospital, clinic or doctor's office, speak with someone immediately and schedule appointments rather quickly. I don't know if this is just the Tucson health care experience in general (many of my friends and family have had similar stories), but Banner is at the bottom of the customer experience scale. Perhaps they should take a hard look at their patient journey map. If they really cared, they'd have to change their process and improve the experience.7/23/24This is a follow up to my review. The office of my favorite doctor actually did follow up with me and rescheduled my appointment for early September, instead of January, 2025. They would have scheduled me sooner, but I had conflicts. I have increased faith that they are now trying (not sure if it’s the result of this review or my dissatisfaction I expressed with the agent I spoke with) to better serve their patients and there is hope.
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Provides services in women's health, men's health and disease treatment to Western and Midwestern states. Nursing, pharmacy and health care careers available for professionals committed to delivering exceptional patient care.
