I had cataract surgery performed in April by Dr. Donovan of Clay Eye and was very satisfied with the surgery. Reception staff San Jose Blvd office was never very friendly.
As Dr. Donovan was unavailable for follow-up visit I accepted their recommendation to be seen by Dr. Green.
A few days prior to my scheduled visit I received a call from Clay Eye saying I would need a new referral from my PCP. I was out of town, but contacted my PCP asking for new referral. Well, my PCP dropped the ball and did not send over the referral as promised. I was unaware of this and showed up for my scheduled visit today.
Day of appointment I checked in at reception, unfriendly as usual. After sitting in waiting room for about 20 mins I was called over to Reception Desk and informed I did not have a referral. Receptionist didn't offer any assistance or explain what needed to be done. She just stated I didn't have the needed referral and sat there, not saying a word. I explained my PCP was supposed to have sent it. Her response was 'we don't have your referral'. The other 2 women working Reception sat quietly also, offered no assistance. Finally I asked 'so... what do I do... reschedule?'. She replied 'you can do that'. I walked out, very miffed.
Got to my car and called my PCP who was very apologetic for not sending it, stating person who was supposed to send it left work ill that day. PCP told me they were contacting Clay Eye, to return to their office and referral would be there shortly.
Went back in and explained to Clay Eye about referral and said to Receptionist 'you offered NO assistance to me to help get this straightened out'. Finally one of the other women spoke up (!), saying 'Celeste told you that you could self-pay if you wanted'. I responded that statement was not true, had not happened and she said 'well you didn't give her a chance'.
Wow! 3 women at Reception - not one of them could be bothered to assist a patient get needed referral and maintain scheduled Dr appointment. Instead sit there while patient has to ask 'what should I do' and allow patient to walk out rather than assist! Then lie about what happened.
Shame on them!
Bet Drs. Donovan and Green are unaware of how their Receptionists treat patients and sure they received a very different version of what transpired today. read more