Malcolm Grow Medical Clinics and Surgery Center

Worst ECC Urgent Care I have had the opportunity of going to. Brought my wife in tonight with labored breathing, abdominal pains, vomiting, etc. No one at the front to greet us…..not a big issue as there are directions, but don’t get upset when I ring the doorbell every minute for 5 mins because no one comes to the door. Then you throw us in a room and say Dr will be right there. I’m writing this as I wait…..been going on 90 mins. Not a nurse or anyone to even stop in and check on my wife. Totally unacceptable that someone can’t check up. And the excuse is “we have 1 dr”. Well you have other people that can at least swing by and check. If you have the opportunity, go somewhere else and save yourself the misery.

Last month the pharmacy was out of my pain med for 2 weeks (Oxy), This month my pain Dr wrote my RX for Oxy to be picked up Feb 14. I activated early AM on the 14th and went to the BX to pick it up. Wrong!! It was closed for Valentine’s Day. My old CO must be turning in his grave. We were a facility whose sole purpose was to serve our shipmates and we never, ever dreamed of not being open unless it was a Federal Holiday. Family day was Sat and Sun.

It's worth the drive to Fort Belvoir or Walter Reed. They rushed me and my kids multiple times when we got seen there (the doctor didn't even give us our test results, they just discharged us with no explanation) they told me I didn't have an infection & I found out at Fort Belvior that I had a severe one and needed antibiotics. They don't care about anyone's health & it's so sad that our families have to travel to other bases to get quality care. 😔

HORRIBLE SERVICE FROM START TO FINISH I can’t believe military and civilian personnel are putting up with Malcolm Grove Service Providers. I am new to Tricare and Andrews AFB. I am a civilian and just got married in June to my husband who is active duty and decided to try out Tricare and get some blood tests done at Andrews since I have not been well for a year now. I'm suffering from cyclical pains that cannot be explained thus far for a year. It took 3 weeks to get to the correct POC to make an actual appointment. You’ll stay on hold for anywhere between 30-45 minutes for that person to say you don’t have the right number, and transfer you to another number, and then wait all over again. Finally, after getting to the right spot, I asked for a referral to which I was denied. I asked for three and all three were denied. I digressed on the fact that I was denied, and went to Malcom Grove for a blood test at the minimal. 2-3 weeks went by with no call for lab results, so I had to physically drive up to the base to go get my results. Why is a patient going to the clinic to flag down their results? If that is standard for military personnel, that’s unacceptable. You should be calling them when they are ready! I had an appointment with Capt Aubrey Blanchette. It was for September 26th at 8:30. They checked me in and told me she was running "a little behind" I waited till 11am and called my husband explaining that they never called. My husband called a customer care advocate, SSgt Jonathan Fortson and inquired about how to file an ICE complaint to which Fortson apologized that it was taking so long and provided this site. He said he would follow up with Blanchette. Blanchette did not call back until after 5pm that day. At that point I was already off work and at the gym which is unacceptable. I find it hard to believe that she couldn't find 5 minutes during the workday to call back with my blood test results. I did not take her call because if my appointment is set for a certain time, I anticipate it will happen within that block of time, not when I’m in the middle of working out. The appointment was rebooked for today, Oct 2nd with Dr. Chaetae. Again, the appointment was not till 9:20 even though it was booked for 8:50. Dr. Chaetae went over my results and reported slightly high cholesterol. That is a first and I will get another test from another provider to confirm that. The disappointing part was when I asked her about my thyroid to find out if I could get a TSH thyroid stimulating hormone test. She goes "what are you talking about? You had a thyroid test." I asked her if they are one in the same test, and she said yes. I was told that there are SEVERAL different thyroid tests because my mother has thyroid issues, and my pain is cyclical which may be stemming from a dysfunctional thyroid. There is more than one test to check a patient’s thyroid and she was very dismissive. I also asked about flu and cold shots and immunizations according to Dr Chatae are not ready to be provided (It's October!!! How is Andrews not ready in October??) I told her thank you, and she just hung up in my face. Didn’t say you’re welcome or have a good day or anything. Extremely rude and didn’t even address my cyclical pain which was the whole reason why I got the blood tests to begin with! So there was no resolution! I feel sorry for people that don’t have additional insurance for another provider because this is unacceptable service, and patients are at Malcom Grove’s mercy which is not ok. I can tell they have been treating patients like this for a very long time and no one is doing anything about it. Go look at the Google ratings. I was hoping for better service, but I was wrong. As a civilian, I will not be going back to Andrews for a damn thing, pain or no pain!

They should close the ER portion of this clinic and refer everyone to Walter Reed or Fort Belvoir. I went to this place about 2 weeks ago and the doctor seemed rushed when I explained my conditions. I also stated that I felt symptoms of a UTI, Overactive Bladder, or Diabetes. Needless to say, the doctor stated that it was my GERD causing the symptoms that I felt. I told the doctor that I wasn't feeling GERD symptoms and he proceeds to say "Well, I don't know what to tell you." I have had GERD since 2020 and clearly know what those symptoms feel like. As a result, I went to Fort Belvoir and they figured it out for me. What a shame!