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Only for the curious,
Dr. Faiola's opinion.

Heritage Family Medicine
4001 Harrison Ave, NW
Olympia, WA 98502

360.704.ADOC (2362)


What REAL patients of HFM REALLY think about us.
Only quacks and charlatans do what I am about to do....

At least that is the traditional view of my generation of "real" physicians towards those that publish patient testimonials to prove the value of their particular pseudoscience. Thus, I have never done so.

But, we live in a new age. Physicians (like restaurants, auto-body shops, and fake-nail emporiums) are being rated all over the internet, often with the most outlandish slanders by anonymous posters on dubious sites with NO accountability by either - many of which (for some reason) come up in Google searches HIGHER that the legitimate websites of the service in question. Intelligent people can't take such ratings seriously, can they? Well, apparently they do. A restaurant's volume can rise or fall 20% by their newest rating on a popular site. Wise people say we (whether physicians or the nail emporium) should not attempt to respond; it will only "lower" us. So most slandered businesses suffer in silence, which can be irritating, none-the-less.

It is easy to understand how a restaurant could get a review for "bad service" without the reviewer ever admitting they'd never had a reservation or were a drunken, waitress-pinching bore. But, who might slander a doctor's office, unfairly? Well, let's face it, some patients might make unreasonable demands, some are just plain angry at the work, and some are more than a little crazy. Some may no longer be welcome in a practice.

For example, HFM has dismissed about 100 patients for abusing prescription narcotics (lying to us about their use, selling them to others, getting them from multiple sources). We have dismissed a similar number for not paying their bills. I expect, unfortunately, that those numbers are comparable at any well run practice. Those people might be quite happy to slander their former doctor at no risk to themselves.

And some may have fully rational, honest and legitimate reasons to be disappointed. Those, we need to hear from.

Soooo, we recently sought the anonymous opinions of every patient seen in the Fall of 2011. About 400 surveys were handed out. 209 were returned to a locked box, following an office visit. While the majority of patients were and are seen by Dr. Faiola, all three practitioners (Richard Faiola, MD, Lynda Stafford, Do and Pat Davis, ARNP) received similar marks and are not separately tabulated in this presentation. EVERY ONE of the returned surveys is reflected in the results provided. EVERY handwritten comment follow.

We are gratified at the positive affirmation given by our patients and to the staff at HFM that supports our efforts. We will continue to look for ways to further enhance our service.
To view the original survey and results from the 209 surveys returned, click HERE or on the image below. 

To read all of the comments from the surveys, scroll down below the image.

"You're all awesome."

"You take me seriously and are kind to me; you explain clearly to me what I need to know."

"I appreciate being able to get a quick appt. I enjoy Whitney and Stephanie's professional care and their pleasant attitude. They are a big asset to the office.  I appreciate Dr. Faiola taking time to answer my questions and his willingness to refer me to other doctors when necessary."

"Everything was great!"

"The staff and service at this clinic is outstanding."

"Keep doing a great job!"

"I would like to have appointments every three months instead of every two months."

"Just keep doing what you all are doing."

"Ya'll are great."

"I tried to come up with something for improvement but I love everything about HFM, even the decor. You all are the best. Thank you very much for your thoughtful kindness."

"You are a GREAT doctor. Best of all, I feel comfortable here."  

"It's very rare to find a practice where your concerns are truly listened to. The care and compassion shown by the entire staff is amazing. I appreciate all the wonderful things done here. I feel very welcome and respected on every visit. Don't change a thing."
"You are all awesome and I will enthusiastically recommend you. The best doctor in the world."

"I can't think of a single thing I've been unhappy about in all the years I've been coming here. Hope you're here for a long time."

"You do a wonderful job."

"Dr. Faiola listens, cares, and takes action when I have a problem. Dr. Faiola is the best doctor I have ever had. I couldn't be happier here."

"Outstanding  office."

"Stephanie and Whitney are awesome. Every time we have called they treat us very nicely but also professional."

"You are all wonderful. Stephanie and Whitney are kind and caring."

"Everyone is doing a great job! Keep up the good work!"

"You guys are great! Keep up the good work!"

"Staff is very courteous, friendly, and timely. I would love to see some younger doctors again. I miss Julia Delcour, ARNP. My opinion is kind of not as good. But I'm trying to give the other ARNP a chance. I miss Julia she was very sincere and professional."

"Everyone is excellent and service is wonderful as well as courteous always."

"I only wish I lived closer to your office."

"Dr. Faiola and his nurse Whitney were very nice and professional and made me feel as comfortable as possible. I am very happy."

"I appreciate your attention to my health, explanation of my problems, and interest in my care."

"Love the office pictures and family notes on walls. Love the exam sheets. Love the notes taken on computer and fast feedback. Love the super clean facilities and exam room set-up. HFM is the best!"

"Make all physician appointments available online."

"Let patients know up on their visit if they have an outstanding balance."

"Everything here is exceptional, I love it!"

"I'm happy thank you."

"Really most of the time it takes to her in and out of the clinic is average twice as long as specialty clinics. I don't know why. It's the only thing I don't like. But, I never feel hurried when with the doctor, he is professional and competent."

"You're all wonderful!"

"Everything is good. Great service."

"Happy employees attract customers."

"Certain information should only come from the doctor, not the receptionist."

"Called after hours service and did not get call back."

"I am satisfied."

"Automatic door in entrance for wheelchairs to enter and exit. Sometimes no one is with them."

"Very caring attitude toward medical problems, and a willingness to work with patients to find optimal solutions. Need to have better access to parking lot."

"So far so good. Thank you."

"Everything is grand."

"Dr. Faiola is very good."

"No need to change. You all are amazing."

"I have been coming here for five years and have always been treated well."

"We found you because of your DCMD program. I've been referring people to you ever since. Thanks for being patient friendly. Your care and concern for our health issues brings great confidence to us as we age gracefully."

"Everything is very good. I feel you have elongated my mother's life. Thank you for being on top of her health matters and your concern for even calling after hours to let me know the status of her lab work. You are a find doctor, Dr. Faiola."

"No improvement needed! Best doctors office we have been to in years."

"Friendly staff. You call when tests are done even if there isn't a problem."

"Everyone is so caring and genuine - truly compassionate! I was referred here by friends and I can't tell you how much I love HFM! Now my husband and I both come here and we refer all of our family and friends. We drive from Centralia (happily)!

"Shorter waiting times in the waiting room, less waiting while waiting for the doctor. You need more Whitney's, she is pleasant and engaging."

"I love coming here! Parking could be better it's a small lot."

"I think it's perfect as is!"

"Stay in business please!"

"Keep up the good work, you're quite the team."

"I think you've done a great job."

"Fantastic quality of care."

"Whitney and Stephanie are good at what they do and are always accommodating, friendly and efficient."

"My child loves Dr. Faiola and nurses she tells us every time we leave. So doing great."

"Thank you for taking me seriously and trying to find out what my problem is."

"I was very pleased with everyone at the clinic and enjoyed my first experience with you.

"Nothing to change. Everything is great."

"Whitney is awesome."

"Of all the doctors I've known Dr. Faiola is equal to the two best others. Pretty darn good. Office personnel are excellent and the reception area is great."

"Everyone here is great! Thank you all!"

"It's all good."

""Very much appreciate same or next day appointments and the fact that the doctor doesn't keep me waiting. You all do a great job."

"Very reassuring."

"Sometimes the wait can be long the ability to see the doctor is exceptional in a timely manner."

"I love the flannel gowns."

"Dr. Faiola is the main attraction and incentive."

"Very friendly, I don't feel rushed. Awesome care!"

"Just keep up your good work that you are doing."

"At first very friendly impression of the doctor. A few times when I asked questions she seemed impatient and condescending."

"I love Pat Davis - she listens to me, talks to me, looks for the best treatment plan. I feel like she truly cares about me. I saw Lynda Stafford for a visit - I was very unhappy with her bedside manner. She was short with me, did not listen to me. It was as if she were already thinking about her next patient. I would never want to see her again and anyone I refer to tell them not to see her."

"Had to get blood drawn yesterday for today's visit. Very convenient, I could show up at anytime to get my blood drawn. I have very hard veins to draw from, but it was successful on the first try without jabbing the needle."

"Blonde woman at front desk isn't very friendly. Usually every time I come people are friendly."

"Very quick. Good experience the reason I chose an office like yours is because it isn't a 'cattle call' like 'big medicine' places. You make sure it stays more personal."

"Great job! Friendly staff! Keep up the good work."

"Lynda was very encouraging about my situation. I like how she explained things to me. Feel very satisfied with her work. I would recommend her to anyone."

"I [heart] Dr. Faiola!"

I am happy at HFM, but sometimes conversations can be heard around the circle from an exam room.
[Note: this is a paraphrase. The original came in weeks after the survey was closed and had been mislaid apart from the rest. Due to the late return is is not reflected in the tabulations. But, we have read and appreciate it as we do all the others. Overheard conversations are a high priority problem in all doctor's offices. HFM tries with double insulated of set studs between exam rooms, constant background music, "white noise" at the reception window, etc. But some patients and (ahem) some doctors, are just loud by nature. Perhaps the music was turned off this day?]

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