VISITING NURSE ASSOCATION OF FOX VALLEY

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Delia Rodriguez

This was one of the most frustrating and unacceptable medical experiences I have ever had. I had a podiatry appointment with Serihs Rana, scheduled for 3:30 PM at the VNA Aurora at highland location. I arrived on time at 3:23PM. Upon arrival, the check-in line was extremely long, with multiple patients visibly frustrated and complaining about the wait. This was clearly not an isolated issue. I completed the online check-in, exactly as instructed, and then waited in line as directed by the front desk staff. Despite arriving on time, I was not able to reach the front desk until approximately 4:09 PM, purely due to the excessive wait and poor front desk organization. Once at the desk, I then spent another 15 minutes being checked in and answering administrative questions, including questions about household income. At no point was I warned that these delays could result in my appointment being canceled. After finally being checked in, I waited again in the waiting area for about 10 minutes. At 4:15PM, I was told my appointment had been canceled because it was “past my appointment time” and the doctor could no longer see us. This was absolutely unacceptable, as the delay was entirely caused by the front desk process, not by me arriving late. When I asked if the situation could be explained to the doctor, I was told the front desk “does not have access to talk to the doctors,” which makes no sense considering the cancellation decision clearly came from the provider side. There was no attempt to resolve the issue or take responsibility. There were multiple receptionists working, yet no efficient system in place to manage patient flow. Patients should not be penalized for administrative failures, especially when they arrive on time and follow all instructions. I was ultimately sent to the Elgin location, which required a 45-minute drive, but it was absolutely worth it. The experience there was professional, organized, and respectful — highlighting just how poorly managed the Aurora location is by comparison. This experience wasted my time, caused unnecessary stress, and showed a lack of respect not only for my schedule, but for many patients who were clearly frustrated and waiting far too long. I would not recommend the Aurora location unless serious improvements are made to front desk operations and communication.

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Kamil Klimczyk

Really not a fan of this place, they’ve wasted my time twice, the first time they didn’t tell me my appointment was cancelled till I arrived, and the second time they refused to hear me out and just said old me to go back to my other doctor.. definitely feel like they could care less about the people coming in there . Drove an hour one way both times for absolutely no reason

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Claudia Rubio

I just wanted to say the benefits assistant that helped me get my application in for Medicaid her name was Charline. She has been the only person in the medical field here in the state of Illinois that has showed compassion and understanding it took me from June 2025 til I went in with Charline (October 2025) to actually get the application submitted. I went to the main DHS office and they handed me paperwork and no an explanation. Literally treated like a number. Charline made sure I got my application submitted and went above and beyond to make sure I was taken care of. I really am grateful and appreciative that she helped me. The medical field especially in this state need more employees like her.

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Zhilo Salomova

Very friendly stuff Anna Marie Made my check-in, very smooth and easy. This is my first time coming to this clinic.

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Martha Urosa Camarillo

The experience at VNA Highland was excellent. Although we had to wait a bit to be served, the customer service representative, Georgina, was very kind and efficient. She was patient and treated my elderly mother very well. Thanks Georgina for your outstanding service!