IU Health Primary Care - Capital Center

My Partner and I were patients of this practice for many years. What makes writing this review difficult is that our experience did not begin negatively. In fact, for a long time we were very satisfied with the care we received and had every intention of remaining patients for the long term. Unfortunately, over the past several years, and especially during the last two, we experienced what we perceived to be a significant decline in communication, responsiveness, and overall patient support. Our concerns are not based on a single interaction. Rather, they stem from a pattern that developed over time. Messages submitted through the patient portal often went unanswered or required multiple follow-ups. Medication-related questions and requests frequently took longer than expected to resolve. Administrative matters that should have been routine often became unnecessarily frustrating and time-consuming. Most concerning was the growing sense that patient concerns were not being fully acknowledged or addressed. When issues arose, we often felt as though we were responsible for coordinating and advocating for our own care rather than being supported by the practice. Over time, this eroded our confidence in the systems and processes designed to support patients. Healthcare is complex, and no medical office is perfect. We never expected perfection. What we did expect was timely communication, accountability when problems occurred, and a genuine commitment to resolving concerns when they were brought forward. Unfortunately, that was not consistently our experience. After many years as patients, we ultimately made the difficult decision to seek care elsewhere. In my case, I have chosen to establish care with an out-of-network physician and pay out of pocket because trust and confidence in my healthcare team have become more important than the financial convenience of remaining in-network. I sincerely hope the practice takes patient feedback seriously and uses it as an opportunity to improve communication, responsiveness, and the overall patient experience. My intent is not to discourage others, but rather to share an honest account of why two long-term patients ultimately decided to leave.