“Phenomenal experience with an extraordinary staff. Amazingly warm and kind, making you feel welcome. Each staff member is top notch, not only great at what they do but quality human beings. I highly recommend.”
Keith Soyka, Google Local Guide
April 2026
Challenge
Clinical quality is hard for a patient to see in advance, so patients rely on reviews. A rater8 survey reported by TechTarget found that 55 percent of patients have avoided a provider or canceled an appointment because of online reviews, up from 40 percent the year before.
Solution
KEL organizes care around the patient's history, questions and priorities. Appointments are unhurried, and care follows four steps: schedule and confirm coverage, receive a comprehensive evaluation, agree on a personalized treatment plan, and stay connected through follow-up. Treatment decisions are guided by current clinical research and national guidelines.
Results
KEL holds a 4.9 out of 5 rating across more than 486 verified Google reviews, and the same words recur: welcoming, friendly, attentive, professional, clean. That consistency across patients writing in different months suggests the experience is a feature of the practice rather than a single good visit.
Patients judge care before they walk in
What patients react to is closely tied to the clinical relationship. In the same survey, 52 percent were put off when a doctor did not listen, and 66 percent said a provider's response to a negative review affects their trust. A separate 2025 survey of more than 1,000 U.S. patients found that 84 percent check reviews before choosing a provider.
For a practice that has cared for more than 25,000 patients across four locations, the clinical risk is that visits begin to feel rushed. Patients who feel unheard may withhold history, skip follow-up or leave, and they say so publicly.
Unhurried, patient-centered care
The team behind that process is visible in the reviews. One patient thanked Lucinda, Sumalkumr and Jordi for a "very professional and clean environment." Another said Lucinda and Ciera made the clinic "very welcoming." A third called Danielle "awesome." KEL's providers include Dr. Amara Osei, MD, FAAFP, the medical director, and Dr. Karl E. Latortue, MD, an internist with more than 20 years of experience, alongside the practice's nurse practitioners.
Results
Adam Cunningham wrote that the staff "listen and are very willing to help you," which answers the complaint patients cite most. Arbnora Capunay called the team "very friendly and attentive." Thomas Nolan wrote that it was the "best place I've ever been to by far." Mel Yates gave a "huge shoutout" to a front-desk team member who made her "feel welcome, comfortable, and taken care of."
A clinical perspective on listening
In primary care, listening is part of the work. A complete history, an honest account of symptoms and adherence to a plan all depend on whether the patient feels heard. A welcoming front desk and a clinician who listens support the same outcome: patients who return and follow through. Unhurried appointments also give clinicians room to ask follow-up questions and explain options, and clear explanations help patients take part in decisions about their own care.
Closing the loop on every review
KEL also answers what patients write. Between April and July 2026, the owner replied to seven of the eight reviews posted, each within two days. Replies thank patients by name and often promise to share praise with the staff mentioned, showing new patients that attention continues after the visit.
Care that follows the patient
KEL offers primary care, comprehensive health assessments, chronic disease management, preventive care, women's and men's health, lifestyle counseling, acute care, geriatric care, diagnostic testing, referral services, vitamin and mineral infusions, and IV drip therapy. Coverage is verified in advance, and the practice accepts most major plans, including Aetna, Cigna, UnitedHealthcare, Healthfirst, Fidelis Care, Medicare and Medicaid.
