CareSpot Urgent Care of Jacksonville Mandarin

I recently moved into the area and new to St. John's area. I must note the continued standard of excellence and professionalism across the zipcodes from Nocatee to Mandarin. Streamlined process from scheduling through the entire visit and check out. Staff are friendly, approachable and genuine. Waiting area, examination rooms and facilities are very clean.

I needed copies of my X-rays so that I could upload them to another healthcare provider’s patient portal. I initially went to the CareSpot location on Hendricks Avenue to obtain the records. After arriving, I was informed that I would need to go to a different location. I then drove to the Mandarin CareSpot location, where I was provided with a disc containing my X-rays. When I returned home and attempted to access the disc, I discovered that there was no information on it that I could readily access or upload to my provider’s portal. I then called the Mandarin location for assistance. During that conversation, Mr. Wade repeatedly told me that there was no other way for me to receive my medical records and that the disc was the only option available. I found this particularly concerning because patients generally have a right under HIPAA to obtain copies of their medical information in an accessible form when that form is available. After I raised this concern, I was transferred to another associate, Ashley. Ashley was able to assist me and ultimately helped me obtain the information I needed. Unfortunately, I still had to drive all the way back to the Mandarin location to pick it up. Between traveling from my home to the Hendricks Avenue location, then to the Mandarin location, returning home, and ultimately having to return to Mandarin again, I spent approximately two hours driving simply to obtain copies of my own medical information. There are two issues that I believe CareSpot should address. First, I believe Mr. Wade and other staff members at the Mandarin location would benefit from additional training regarding patients’ rights to access their medical records and the methods available for providing those records. Patients should not be incorrectly told that they cannot obtain their medical information simply because an employee is unfamiliar with the available options. Second, CareSpot should consider providing patients with an easier electronic method of accessing medical records, imaging reports, and X-rays through a patient portal or secure electronic system. If such a system already exists, staff should be trained on how to direct patients to it. A functioning electronic records process could have prevented several unnecessary trips and a significant amount of wasted time. I appreciate Ashley taking the time to help resolve the issue. However, the overall process was unnecessarily difficult and frustrating. I hope CareSpot reviews this experience and takes appropriate steps to ensure that other patients are given accurate information and a more efficient way to access their medical records.

Great staff, friendly, caring, and competent. Clean facility, takes most insurances, scheduling an appointment online is easy, wait times are minimal and you can get your antibiotics at the facility if you prefer. When you’re not feeling well, another stop at the pharmacy can be inconvenient. I like the stuff at San Jose Blvd. Keep up the great work!

Yesterday was my worse experience with this carespot. Understanding they may be short staff, but being friendly or even making the environment feel less hostile would have been better. The older lady at the front desk was very aggressive and came across very annoyed. The younger girl dismissed that my daughter was having trouble breathing, she advise me to not click the yes part and click no when I knew my daughter was having trouble breathing. The finally straw was the back and forth interaction between the older lady and a gentleman that was signing in. I did leave and take my daughter to the ER where she was seen immediately for her breathing. I get it, you only had MA who was doing her best but as a customer that was very unprofessional and uncomfortable.