Let me start by saying I really like the nurse practitioner and doctor here. Unfortunately the office staff and billing department here are horrible. It has been over 4 months since my last appointment, and that appointment plus the one prior have still not been billed to my insurance. Every time I call Im told itll be about two weeks and they will have the bill sent to the insurance. At my first appointment about a year and half ago I was told to fill out new patient paperwork and drop it off at the office, they would review it before my appointment. About two weeks AFTER my initial appointment the office called me because they could not find any of the paperwork that I physically handed them, and it had not yet been entered into their system. Which explained why the nurse practitioner asked me so many questions about things I knew I had put in that paperwork....Additionally, after showing proof my insurance would fully cover a telemedicine visit, the office the staff was rather rude and insistent that I pay fully out of pocket to be seen. After paying upfront so that I could be seen, and the office later confirming that it was in fact fully covered by my insurance, it took the office more than a month from the insurance confirmation to refund me the money that I shouldnt have had to pay in the first place. My husband and I are in the process of deciding if the care of the doctors at this office is worth the difficulty and unprofessionalism of the office staff.

Ive been going to this practice for a while, everything has gotten worse as far as customer service. The medical assistance are nasty and the doctors do not put patients first! Ive been sick with covid and this practice brushed me off as if I was another number and hassle to deal with. I called and spoke to someone twice and no return call.I was told once I was over covid, thats when they would follow up with me. Who needs a pcp after you recovered? If you want to be treated and seen dont choose Our Family Practice!

I have been a patient with OUR Family Drs. The east bay office for 30 plus years. Have seen 3 different Drs and many PAs. They have always taken time to explain my results or questions. They are VERY available to call you back with prescriptions or referrals. I have been very Blessed by the Drs.having gone through some health issues and they have reurned callsW/O a visit to consult meRon Pauley

All of these doctors are extremely under educated. Rude, disrespectful, impatient, and absolutely unprofessional. Highly recommend not going to this office.

Wonderful staff. The PA Emily like Rachel before her have helped me and my wife though several issues and are very knowledgeable. Always feel at ease going there.

I took my teenage son here today for an appointment with the Nurse Practitioner. It was an excellent experience. The assistant who took us back was in such a great mood, she obviously enjoyed her job and she did it well. She was helpful, understanding, and very nice. Then the Nurse Practitioner came in and had the same attitude. She was thorough, compassionate and knew her stuff. There were no long waits at all, we were in and out and well taken care of. I appreciated their care and their attitude.

I have been a patient here since 2006. Have gotten quality care for myself and my late husband. Dr. Kinney first then Dr Duke, very caring Doctors and the staff has been great. Dr Duke really cares for you.

Stay away stay FAR away. Unless of course you want to deal by rude incompetent front desk personal, never have your prescriptions called into the pharmacist, or not get the referrals you need for specialist. If you want that type of treatment then by all means this is the “Quack Shack” for you. My complaints to patient advocacy went absolutely nowhere. It is also interesting to note that they have a reputation among other medical facilities as to not sending records and/or referrals. STAY AWAY FROM THIS PLACE OR ANY OTHER PLACE AFFILIATED WITH JSA.

If you want to feel like a number and not a human then you will feel comfortable. Dirty office.Update: (Office was impressively clean as of 10/12/2017). I feel humiliated going there. So many internal policies that inconvenience the patient. I was asked to make room for another patient while I was in the Doctors exam room. The Dr. stepped out for a minute and I had to wait in the seating area, Then, personal patient info was discussed in the open. This is just one example of horrific patient respect. Very low quality healthcare.10/09/17, I am sick now. I called the office and she switched me to a medical assisant. Of course I got a voicemail. I called back and no answer.They finally called back. I explained some symptoms. She suggested I get over the counter meds. Said she would call back and of course, no call. I am at the age of Colin Cancer. So my health is very important to me.If you dont want to die then I would recommend another Doctor or go to emergency room. This office is scary. I am not saying this in anger. They are horrible. It is my life and well being. They do not seem to care.PLEASE, do NOT have this Doctor as your primary.

Doctor, Physician Assistant, front office staff, back office staff are wonderful caring people. Been going to Our Family Doctors for 10 years, wont go anywhere else. They take care of my wife and I.

Patient for over 10 years but since I didnt need to go last year, the consider me a new patient and theyre not taking new patients. Turned away despite my years there. Could not be more angry

Very rude over the phone. Have called many times over the past year they never have anything available that day. Told them I would just go somewhere else that can take me same day. I cant wait another day without getting worse. Was then talked to very rude and was hung up on.

Always very helpful. Been a patient for years.

Originally, I was glad to have been assigned D.Os instead of MDs. But I never got to see one.On 2/6/15, I came to this clinic with a torn wrist tendon. Got to see a doctors assistant named Rachel who was going to request the X-ray from the walk-in clinic Id gone to and a permission for an MRI. Neither was done as of 2/16.I got no care at all there.This injury happened beginning of November. After calling today, someone else was going to make an appointment with an orthopedist but I Ipreferred to make that appointment myself. The earliest appointment was 3/16. That office has no MRI equipment - they would need to set yet another appointment for that procedure. Just how long does it take to get taken care of a tendon/ nerve injury, even if I am only a Medicare patient?UPDATE: Turns out this wasnt the clinics fault; as per Humana rules, all must go by protocol, no matter what shape a pt.is in. First comes Intake, then an appointment. I asked the Humana CAT nurse what I should be doing until appointment date - she said I could go the the ER, full well knowing that they are not part of the network ($65.- please); ER referred me to an out of network doctor (no dice). Back to square one.I found a better-than-nothing wrist brace at a Walgreens, until I got to see in-net-twork Dr. Christ who spoke of explorative surgery (what was that very expensive MRI for, then?) No dice.Occupational Therapy, for as long as it lasted, helped somewhat but as of today. 6/6/15, my wrist is still useless. I am back to home remedies and Walgreens wrist brace, with yelps whenever theres a wrong wrist movement.

Terrible customer service and their posted hours are wrong. Tried to get test results and the test results person wont pick-up or bother to return the call. Called again at 3 pm again because their hours say they close at 4. The main phone went straight to voicemail as they were already closed. Time to explore new options for medical care.

Im getting no help at all. some one please help me. Dr. malones office.worst dr i ever been to.

Once again, the incompetence in the referral department abounds! We had two (2) referrals totally missed by the referral clerk; one was not even called in! They mustve hired this girl by mail! Our Family Doctors needs to re-evaluate how they place and train personnel, otherwise these issues will continue to prosper.

Staff is friendly, fast in and out.

They cannot even complete the most basic blood and urine tests without screwing it all up. Where the hell did they get their staff from????????

Worst doctor I have ever been to.