This review is directed to the office management staff.
The doctor, his nurse practitioner, and medical staff are fantastic, but the administration office had never addressed my concerns in a timely manner. I write this review to warn those who may value the after-care process after having surgery and giving this review one star so it gets the eyes it deserves in hopes that it may change things.
Regarding my experience, I had two requests that took weeks to get resolved. The first instance was a couple of weeks after my surgery when I was experiencing some stiffness. I made a quick call to settle my worries, but no one answered the phone. I called again the next day to the same result (the voicemail system was down so I was unable to leave a message). It took 6 work days and calling multiple times for the last two days to get an answer -- all the while my stiffening was not improving. I was put in for an appointment the following week and everything was sorted out then. Total time: 13 work days (17 actual days).
My second experience was getting a prescription for my x-rays as my final follow-up (I had to the x-rays from a different state due to work). I called 5 work days before my scheduled appointment to notify the staff I will not be there in person and would like a prescription sent for me. The voicemail system was up by this time, so I was allowed the option to leave a message, which I did. The office did call me the next day, but I couldn't answer because of work. I called again that day when I was available but to no answer. I left another message. The phone-tag continued for 3 more work days. The messages the office had sent me did not address the two main points I asked:
1) send me my x-ray prescription, and
2) tell me a time that someone in the office will be available during working hours and I will make sure to call then, as we seem to be missing each other.
It took 5 more additional work days to get the prescription sent to me. By that time, I was already a week over my scheduled follow-up date. I got the x-rays done and the next day was signed off with no further issues. Total time: 11 work days (15 actual days).
I'm writing as unemotionally and factual I can because I believe after-care is important to everyone. I know there are some who may not be allowed the luxuries I had: I'm young and can find time during work to make needed phone calls. Also, I was fortunate enough to not have any major issues result from my surgery. However, I know that isn't the case for everyone, and I would hate that someone would have to wait actual weeks before their issues can be sorted.
Again, the actual medical staff (i.e. doctor and nurses) are great; the office staff is not. The distinction should be made there. I would highly recommend Thomas Temple as your surgeon; but also, I will highly recommend you take the business cards of everyone in that office so that you have a back-up number to call should any serious issues arise. read more