Zephyrhills location / suite 123…read more
I've been a patient of Dr. Hicks for about five years. I first started seeing her at the Forecare facility in Tampa, and when she moved to Florida Medical Clinic, I immediately followed her. She has always been professional, patient, and takes the time to explain procedures thoroughly. Her bedside manner is excellent.
However, I'm writing this review based on the service I received at the Zephyrhills location -- which was the worst healthcare experience I've ever had. The review is a bit long, but wanted to provide the details.
I have a cyst in a very sensitive area that had become unbearable. I called the Wiregrass location (where I normally go) and spoke to Dr. Hicks' nurse to schedule an appointment for a cortisone shot to relieve the pain and inflammation. She was able to get me in at the Zephyrhills location.
Unfamiliar with this location, I completed my registration and paid my co-pay online prior to the visit. My appointment was scheduled for 11:00 AM, and I arrived 15 minutes early. When I checked in, the first receptionist (#1) told me that the doctor was running 15 minutes behind. I said that was fine and took a seat in the waiting area.
Around 11:15 AM, receptionist #1 announced to the waiting room that the doctor was now running 45 minutes late. She told us we could reschedule if we weren't able to wait.
At 11:20 AM, I approached the counter and asked the second receptionist (#2) if there were any openings next week. I explained that I had driven an hour to get there and needed to return to work. While we were reviewing the schedule, receptionist #1 joined us. I asked her how long it would be before I was seen -- would it be around 12:00 PM, or were there still people ahead of me? She said four patients were ahead of me, and I should be seen around noon.
I told both receptionists I would keep the appointment. Around 11:30 AM, I stepped outside to call my boss and grab a bottle of water and a snack from my car. I was gone for about 15 minutes.
When I returned at 11:45 AM, the waiting area was empty. I approached receptionist #1, and she gave me a hard time. She asked where I had gone and why I had left. She also claimed she had told me I'd be taken back to an exam room right away -- which contradicted what she'd said earlier about the delay and the four patients ahead of me.
I explained that I hadn't canceled or walked out of the appointment -- I had simply stepped outside to call my boss and grab water. I asked to still be seen. She muttered something and went to speak with the staff. I waited a few more minutes and asked receptionist #2 for an update. She said they were reviewing my chart and would let me know shortly.
At 12:00 PM, a nurse called me back to an exam room. Dr. Hicks saw me, and I thanked her.
What struck me as unusual was that no one apologized for the delay. Normally, when a doctor is running late, the staff offers a brief apology, and patients understand -- we move on. But I received no apology at all.
In fact, after my appointment, I was asked to wait again because the office manager wanted to speak with me. Before she came in, the nurse told me I had walked away from my appointment. I told her that wasn't true and that she was misinformed. She insisted she had been there when the receptionist told me I'd be brought back immediately -- which is simply not true. She must have mistaken me for someone else, because I only spoke with the two receptionists at the front desk.
After I got dressed, the office manager entered the exam room. Rather than trying to understand what had happened, she immediately accused me of walking out on my appointment and claimed I had been gone for 30 minutes. I calmly explained that I had stepped out to call my boss and get some water, and I was gone no more than 15 minutes. I reminded her that I had told the receptionists I was keeping the appointment. She didn't seem interested in hearing my side and kept repeating that walking out would not be tolerated.
At this point, I was extremely upset -- not just because of the accusations and lack of empathy, but because the painful issue I had come in for was still top of mind. Rather than focusing on patient care, the office manager, receptionist #1, and the nurse seemed more interested in having the last word and asserting authority over a simple misunderstanding.
This experience was disappointing and stressful -- especially at a time when I was in pain and seeking help. I truly hope this location improves their communication and patient care moving forward. I won't be back to this location.
