Banner - University Medicine Diabetes and Endocrinology Institute | Phoenix, AZ | 12th St.

Wow! Such horrible reviews for patient care about unreturned calls and cancelled appointments, and pharmacy prescriptions! I am currently transferring my endocrinology care to Dr. Scribner, but after seeing so many 1 star reviews, I’m very frightened. I have many complex health conditions which I’m constantly following up on repeatedly. Will this Institute add one more to my list? Now I’m very concerned.

My name is Chatauna Robinson. Yesterday I had my surgical procedure done by a wonderful doctor, named Dr. Metzger. She and her team was simply wonderful. I thank God that he has blessed people like her and her team with the knowledge and skill to perform these procedures to help us when we need help. I wish her and her team best wishes and much success. Thank you.

I take my brother to Dr Panadeekarn Panjawatanan and have sit in with him at his appointments. I like how she takes her time to listen and is very thorough. I feel like she cares about her patients. I really appreciate the extra effort. Also the effort of the assistants and front desk who help me with questions and appointments. Thank you.

Update review for Justin F I am updating my review after now spending 9 months attempting to resolve ongoing issues with my care and medication authorization process through Banner University Diabetes and Endocrinology Institute. For a period of time, I was receiving assistance from an appeals process coordinator who was helping navigate the numerous obstacles and delays. Unfortunately, due to unforeseen circumstances, she will now be out of the office until August. I was recently informed that there is currently no dedicated point of contact for my case and that it is instead being handled by various nurses within the office. Unfortunately, this fragmented approach has repeatedly proven ineffective. Each case involves unique circumstances, and when multiple individuals are involved without clear ownership, critical steps are overlooked, communication breaks down, and necessary follow-through does not occur. Many of the issues I have experienced over the past nine months stem directly from this lack of accountability. I have repeatedly been advised to contact Ricky, the office manager, regarding my concerns. However, despite leaving multiple messages through the call center requesting a return call, I have received no response. Banner Health Patient Advocacy has also advised that these concerns should be brought to Ricky’s attention, but what is a patient supposed to do when the office manager does not respond to repeated requests for communication? I was additionally directed to contact Kelly, his direct support, but have likewise been unable to obtain assistance. At this point, I feel that my concerns are being treated as an inconvenience rather than legitimate patient care issues requiring attention. The lack of responsiveness, accountability, and urgency surrounding matters that directly impact a patient’s health is deeply concerning. What has been most disappointing throughout this process is the apparent lack of empathy and seriousness shown toward ongoing patient needs. When patients are left without a dedicated point of contact, unanswered calls become more than an administrative issue—they become barriers to accessing medically necessary care. Delays, missed follow-up, and a lack of communication can have real consequences for a patient’s health and well-being, particularly when dealing with complex medical conditions and insurance appeals that require active coordination and advocacy. Nine months is an unacceptable amount of time to spend attempting to navigate issues that should have been addressed through clear communication, coordinated care, and effective leadership. Until meaningful action is taken, I continue to believe this office is poorly managed and fails to provide the level of patient advocacy and support that individuals with complex medical needs deserve. I will continue documenting my experience and seeking assistance until someone within the office or Banner Health leadership is willing to address these concerns and ensure that patients receive the care, communication, and accountability they deserve.

Banner - University Medicine Diabetes and Endocrinology Institute in Phoenix has provided one of the most frustrating and neglectful healthcare experiences I have ever dealt with. I have a lifelong medical condition and understand that healthcare systems can be busy, but this office operates at a level of dysfunction that directly impacts patient care. For weeks, I have repeatedly left messages and been told someone would contact me within 48 hours. No one ever does. On the rare occasion you actually reach someone in the office, they verify your callback number and assure you the issue will be addressed, only for calls to mysteriously "drop" after sitting on hold for extended periods of time and again, no callback ever comes. What makes this even worse is that prescribed medications requiring prior authorization have been left sitting for months because the office repeatedly failed to submit the necessary paperwork. Patients should not have to chase down an endocrinology office for months just to receive medication already prescribed by their doctor. Delays like that are not minor inconveniences when managing chronic illness they directly affect quality of life and health. On top of the communication failures, I discovered the office was billing unnecessary fees for services that were never properly explained. I ultimately had to work directly with my insurance company to bypass and dispute charges that should never have been pushed onto patients in the first place. Trying to manage a lifelong illness is already exhausting. Patients should not have to spend hours of their limited personal time fighting just to communicate with their doctor’s office, obtain prescribed medication, or understand questionable billing practices. The level of care and accountability here has been deeply disappointing and, frankly, feels negligent. I would strongly caution anyone considering this office to be prepared for severe communication breakdowns, administrative incompetence, and an overall lack of urgency regarding patient care.