I have been a patient of this practice for many years, and I want to begin by recognizing the…read moreexcellent medical care I have received. Jennifer, PA, has been outstanding throughout the years. She is knowledgeable, compassionate, and one of the primary reasons I continue to come to this practice. The physicians I have seen have also been professional, caring, and highly competent.
Unfortunately, my recent experience with the front office was extremely disappointing and warrants attention from management.
Two days before my scheduled appointment, I received a voicemail at approximately 6:00 PM informing me that a referral was required. The following day, I contacted my primary care physician's office and learned that, for a priority referral, the dermatology office needed to contact them directly and provide specific information necessary to process the referral.
I promptly left a detailed message for your office explaining exactly what my physician's office needed and specifically requested that someone contact them. I did not receive a return call, text message, or any other communication.
As my appointment date approached and I still had not heard from anyone, I became concerned. On the morning of my appointment, I contacted the office again because I wanted to ensure everything was in order before making the trip. Once again, I received no response.
Despite my repeated efforts to communicate and resolve the issue, I drove approximately thirty minutes to my scheduled appointment only to be asked at the front desk whether I had obtained the referral. I explained that I had left messages, contacted my physician's office, and attempted to follow up that very morning because I was concerned that no one had responded.
The receptionist's response was that the office was short-staffed. While I understand that staffing challenges occur, they do not excuse a complete lack of communication with patients. When I expressed my frustration that no one had returned my calls or messages, I was essentially told that it was not the office's problem. The receptionist then abruptly ended the conversation and indicated she was done discussing the matter.
My appointment was canceled and rescheduled for later this month.
My frustration is not simply with one employee's attitude. The larger issue is a complete breakdown in communication. I left a detailed message the day after receiving your voicemail regarding the referral. I contacted the office again on the morning of my appointment because I had not received a response and was concerned there might be a problem. Despite these efforts, no one returned my call, responded to my message, or informed me that my appointment could not proceed without the referral.
As a result, my wife and I spent time and fuel traveling to an appointment that could have been canceled or rescheduled with a simple phone call or text message. Patients should not bear the consequences of internal staffing shortages or communication failures. I fulfilled my responsibility by following up promptly. The office failed to fulfill its responsibility by communicating with me.
I also requested the name of the Office Manager so I could discuss my concerns through the proper channels, but that request was ignored.
I am a 67-year-old patient. I followed every instruction given to me, contacted my physician's office, left messages, followed up, and attempted to avoid exactly the situation that ultimately occurred. All I expected in return was basic communication and professional courtesy.
What makes this especially disappointing is that this practice presents itself as a Christian-based practice, which is one of the reasons I chose to become a patient. Christian values include respect, kindness, accountability, and treating people with dignity. My experience on this occasion did not reflect those values.
To the practice leadership: Your providers are exceptional, but poor front-office communication and unprofessional treatment of patients can damage the reputation of an otherwise excellent practice. I encourage management to review this incident carefully and address both the communication failures and the manner in which patients are treated at the reception desk.
I sincerely hope these concerns are taken seriously so that future patients do not experience the same frustration and inconvenience.