Novant Health-GoHealth Urgent Care

Chimelu Benjamin 6 months ago

Excellent PA, Poor Front-End Experience I want to offer a fair and balanced review of my experience at Novant Urgent Care, because while parts of my visit were genuinely good, the overall experience was undermined by repeated issues with customer service. I arrived the day after New Year’s with obvious lower back pain—sharp, shooting pain that had me leaning forward just to stand. From the moment I approached the front desk, the interaction felt cold and dismissive. The front desk attendant (long blonde hair, blue scrubs, wearing a mask) never looked up at me and spoke in a harsh, purely transactional tone. There was no acknowledgment of my visible pain and no sense of care—only “assembly-line precision.” When I tried to reset the interaction by asking if everything was okay, hoping for a moment of shared humanity, there was no response—just paperwork handed across the desk. Trust was already eroding at that point. The nurse who later brought me back continued this pattern. She asked why I was there, but once I said “back pain,” there were no follow-up questions, no urgency, and minimal engagement. Vitals were taken quickly, with little eye contact, and she was out of the room in under four minutes. I then waited about 12 minutes in the exam room, despite there being no other patients in the lobby. This is where things improved — significantly. When the PA finally came in, she truly saved the day. She was warm, professional, attentive, and asked thoughtful questions. She took the time to understand my history, patiently waited while I called my wife to confirm a previous prescription, ensured I received the medication I needed, and even offered paperwork for my primary care physician. Her care was exactly what urgent care should feel like. I’m very grateful for her. I also noticed that while I was there, another couple at the front desk seemed to receive noticeably warmer treatment. As I was leaving, no one said goodbye or acknowledged me. I made eye contact with the same nurse and front desk staff who had interacted with me earlier—still no words. It felt like everyone was relieved the interaction was over, and that’s unfortunate. Here’s the honest takeaway: If the PA experience were the whole story, this would be a much higher-rated visit. Unfortunately, two out of three interactions lacked basic warmth, empathy, or courtesy, and that matters—especially in healthcare. For future patients: brace yourself for the front-end experience so you can get to the PAs, who (in my experience, twice now) have been excellent. Because of the inconsistent care and poor customer service at entry and exit, I’m giving this location 2 out of 5 stars.

Raymond a month ago

I am out of town at a conference and needed some medical assistance. Novant Health-Go Urgent was only a few minutes away. I booked an appointment online and arrived a few minutes early. They took me back promptly. The staff... the entire staff was extremely professional, friendly and caring. They took their time and really made the effort to make me feel like I mattered as a patient. That can be a rarity these days. As someone far from home that needed help, they were amazing.

Deedee 6 months ago

First time here since the name change. The only reason I’m giving 3 stars is bc Dr Liz was amazing and brief. My issue lies with their policy. I came in for a dog bite. The receptionist told me I would be charged $199 for tests that were not taken. I left with a bandaid, ointment and a prescription sent to the pharmacy lmao. I feel robbed forreal.

Karen Scott a month ago

The facility was very clean. The greeting when I first arrived was ok. Didn't have to wait to see doctor or get X-ray. I was very pleased how things went with such ease and control. The doc was fantastic. She made me feel very comfortable. Received everything I needed and left. I will go back here without a doubt!! Thanks Karen Scott

Travis Stevens 7 months ago

Dr. Malloy was so helpful and understanding! I feel like I was in GENUINE care while I was there. They made the process understandable and easy. The facility was clean and well kept, and the people at the front were also very pleasant. If I ever need an urgent care, this is who I’m recommending! Thank you again for everything!