Rosalind Franklin University Health Clinics, United States

I had an extremely poor experience trying to schedule care at the Rosalind Franklin University Health Clinic on Green Bay Road in North Chicago. After TRICARE approved my dependent's referral to a psychiatrist, I called to begin new-patient registration. I navigated a lengthy automated menu and, after selecting the new-patient option, was finally asked why I was calling. When I explained that I was calling for my dependent, who has autism spectrum disorder, cannot read, and has an intellectual disability, the staff member was cold, rushed, and unhelpful. I explained that I was in Okinawa, Japan, and asked whether registration forms could be emailed so I could assist. I was repeatedly refused and told to use the clinic website. The clinic requires portal access to complete forms, but only established patients can access the portal. This creates an unreasonable barrier for new patients, especially those with disabilities. No accommodation or alternative was offered. When I expressed frustration, the representative apologized without empathy. After I pointed this out, she abruptly hung up. From the automated system to the staff interaction, the process was unacceptable, rigid, and uncaring. This is especially troubling for a medical institution serving vulnerable patients.

I really like my therapist, Dr. Matyja, but the front desk is among the rudest and most incompetent staff I have encountered. They never answer calls or return voicemails and are extremely rude. My appointment today was supposed to be at 9:30 a.m., as the front desk told me when scheduling, but I received no reminder or confirmation by email or text. When I logged into the portal, it showed 9:00 instead. Confused, I immediately called the front desk and had to call 10 times before anyone answered. They were very rude, said arriving on time was my responsibility, and that my missed appointment was not their problem. Even after I explained the communication error and tried to understand what went wrong, they said they had too many patients and were not responsible for telling patients their appointment times. I am very disappointed because I like my therapist, but now I may leave.

Complete disregard for common sense. Very little effort to understand the facts. Licensed to practice medicine. I would give zero stars if I could. Choose carefully.

I called to schedule with a doctor who was about to retire, and the process took several weeks. That was fine, but I left multiple messages saying I had found another convenient doctor. When I finally received a return call from RFU, the woman became very angry when I told her I would not use their services. She berated me for being rude, said I had not notified them, and hung up.

These people never answer the phone or return calls. Unprofessional.

These low ratings seem crazy to me because I went to this clinic for my foot, and Dr. Dookie took excellent care of me! She first had two students meet with me. They took all these measurements and asked many questions about what was wrong, then discussed it with the doctor. All three came in to speak with me, and I felt heard, respected, and cared for! My experience was amazing! Everyone was extremely kind and attentive! I was simply amazed!