My experience with the surgery coordinator, Cecilia Contreras, was very disappointing…read more
I contacted the office after receiving approval for my second inguinal hernia surgery authorization to understand the next steps in the process. When I originally met with the office, I was told that if I was busy, I could schedule the surgery later and that I had flexibility regarding the timing.
I also experienced difficulty reaching Cecilia directly. On multiple occasions when I called the office, she was unavailable, which made it challenging to get timely information and assistance regarding my care.
For that reason, I was surprised by the way I was treated during my recent phone call. Instead of receiving guidance and support, I felt blamed for not scheduling the surgery sooner. Patients may have personal, family, work, financial, or health-related reasons for postponing a procedure, and I felt those circumstances were not taken into consideration.
What concerned me most was the tone of the conversation. I felt that Cecilia Contreras was rude, dismissive, unprofessional, and unnecessarily confrontational. As someone whose primary language is not English, I was doing my best to communicate and understand the process. Rather than helping clarify the situation, the conversation left me feeling uncomfortable, pressured, and discouraged from asking questions.
I was told that if I planned to continue with the office, I needed to schedule the surgery, and if not, I should say so immediately. This felt more like pressure than patient care, especially considering that I had previously been told I could schedule the procedure when my circumstances allowed.
Communication was often incomplete. For example, when my follow-up appointment was scheduled, I was given the date but not the time and had to ask for it separately.
The call also ended abruptly without the level of courtesy and professionalism that patients should expect from a medical office.
Scheduling surgery is a significant medical decision, and patients deserve to be treated with respect, professionalism, and understanding. Unfortunately, this interaction caused me to lose confidence in moving forward with this office, and I have decided to seek care elsewhere.
I hope the clinic reviews how patients are treated and improves communication with future patients.