Swedish Family Medicine - First Hill

As both a healthcare provider and a patient, this was one of the most frustrating healthcare experiences I have had. I contacted the billing department and attempted to reach the clinic manager multiple times but never received a response. I was initially seen on April 17 for an acute upper respiratory infection on day 9 of illness, with worsening cough, loss of voice, fatigue, and congestion. Dr. Schram advised monitoring symptoms and following up if they persisted or worsened by day 14, when treatment would be considered. Over the next several days, my condition worsened, progressing to significant sinus pressure and headaches. I contacted the clinic multiple times via MyChart and phone on Sunday, Monday, and Tuesday. On Monday and Tuesday, I was told the covering provider would be contacted since Dr. Schram was out. Rather than receiving timely guidance, I was instructed to schedule another appointment, resulting in an additional $200 copay. Due to significant fatigue and persistent coughing, I scheduled a telehealth visit with Dr. Corey Walsh. The encounter lasted about two minutes with very limited discussion, yet I was billed at a higher complexity level. The charge was reduced only after I questioned it. That same evening around 8:30 p.m., Dr. Schram called and recommended the antibiotics I had been trying to obtain for days. This left me questioning why the covering provider couldn't have addressed this without requiring an additional appointment and copay, and highlighted real gaps in continuity of care. Billing errors were also a recurring issue. I found myself needing to call the billing department after nearly every visit to correct charges, which added significant time, frustration, and inconsistent information to an already difficult process. I also have broader concerns about billing transparency. During visits I understood to be preventive/annual exams, additional concerns were addressed, and I later discovered separate problem-focused charges had been added, without ever being told in advance that this could happen. While I understand preventive and problem-focused services can be billed separately, patients should be informed before additional services are billed so they can make informed decisions in the moment. Unexpected charges after the fact create confusion and erode trust. Since June 22, I've contacted the clinic multiple times, including today (July 1), trying to reach the manager. Each time, a staff member told me the supervisor/manager would call back. I still have not received any response, reinforcing the same communication and accountability issues described above. Overall, I experienced delays in care, poor continuity, and ongoing billing and administrative issues that reflect systemic problems, not just a single visit. Based on my experience, I cannot recommend this organization. I do want to acknowledge that my experiences with Dr. Huynh have been positive. My concerns relate to the broader organization, communication, care coordination, and billing practices, not every individual clinician.