Dr. Rai is a capable, competent, compassionate doctor. He has treated me well over the past 3 years.Where everything falls apart is with his office staff and specifically his office manager, who I think is his mother. She is a domineering know-it-all who the entire staff seems petrified of. When she speaks, everyone within earshot stops and listens. This lady hides out in a back corner of the office where she can see everyone, but it is difficult to see her.This office manager, and I use that term lightly, does not allow other doctors or medical facilities to communicate with her office via fax, or computer. Absolutely nobody is allowed to give out a fax number. An email address does not exist for patients.My medical facility needed to fax a form to Dr. Rai, have him sign it and fax it back. I was there at Dr. Rai's office. I asked her to please sign it and send it back. She would not give me the fax number. She said that she does not give the number out because it complicates the patients charts?! She said to have the medical facility drop it in snail mail and they would send it back. The facility needed the form that day, immediately. I have tried the "mail it to us" before. I did so and never heard back. I went to their office and she wanted to know if I included a self-addressed stamped envelope with it. I told her I wasn't instructed to do that. She had tossed it in the round file.You are not permitted to pay anything that you owe with a credit card or a debit card. The will NOT take them. She prefers cash, but will accept a personal check, at least until you are late on a payment due to the insurance company being unable to reach her. Then, it is cash only.There is absolutely no way in the world that you can get her to work with your insurance company. She kept submitting all of my bills to my insurance company under the wrong diagnosis codes and treatment codes. She said that it was my responsibility and that I needed to pay the bill. She would not consider calling my insurance company, or changing the codes to the correct ones. I had to fork out hundreds of dollars from my own pocket and am now trying to get it back from my insurance company. I don't know who schedules appointments, but it sounds like she does that too. I, and many others who I know, have had to wait up to 3 hours. 3 hours, and that is not an exaggeration. The normal wait is at least 1 hour. The staff knows this and are very frustrated, but it seems like they are over scheduling in order to see the most patients possible in a day. Meanwhile, the patients sit and wait. I can't even count the number of times a patient got so mad that they got up and left.I have been in the office before, many times, when behind the receptionist's window on the floor behind her are stacked patient files, some waist high. And, they are scattered all over the floor with little pathways to walk through them. I have no idea how anything stays within these files when they are treated in this manner. And, it seemed that everyone behind the counter was sorting through them. That, to me, does not speak highly of patient confidentiality, especially when the girl answering the phone is rifling through them.My last visit was the last straw. I am going to start seeing another doctor here in Erie, or go to the Cleveland Clinic where many Erieites are going nowadays. It is a shame, because Dr. Rai is an OK doctor. It is his cowering staff and the ogre of an office manager who happens to be his mother holding sway over every possible time-saving step in their over scheduled day. It is not worth the aggravation putting up with her and her policies. She treats the patients like enemies.I would urge anyone who was considering seeing Dr. Rai to run as fast as possible to someone else, even out of town. It is just not worth your time and your trouble.