WOW - Should've read more feedback across review platforms. Good responsiveness at the start; got…read morean email back about my inquiry asking to book an appointment during hours. I did, after getting several questions answered. The receptionist woman I spoke with on the phone for booking was very informative and kind.
A few days later I showed up for the appointment and began filling out paperwork. I quickly realized the large elaborate packet of paper needed completed, and (being in the field of privacy and legal contracts) I requested a reschedule for time to properly review the paperwork. The female receptionist in the office this day (I don't believe to be the same one who booked the appointment) very "snob-ishly" retorted "I mean, it's all the normal stuff; it's only like four pages and some check boxes..." super passive-aggressive and with rolling eyes attitude. (Verifiable)
After politely asking again and receiving an appointment reschedule, I firmly stated before leaving "And, with all due respect, it's not 'just 4 pages'... it's 18 pages of legal disclosure and affirmations, most of which are full page agreements, ya know?". She wasn't rude at that point, and I think re-evaluated her original BS point after realizing how false it was. (Mumbled agreement; didn't even want to make eye contact with me)
I arrived back today for my rescheduled appointment, promptly on time at 2PM. I entered as another patient was leaving, having a discussion at the front counter. The doctor and (different) male receptionist were at the front. After querying my appointment time, the doctor plainly stated "Sorry, my staff members decided not to show up today so we can't handle any appointments, other than existing patients. Only the reception people can go through all the process and details with you. You'll have to reschedule."
Funny enough, one of the 18 pages in the paperwork patients need to sign is all about the "24-hour cancellation policy $40 fee", and how important it is to honor booked appointments. I began to look at my schedule to rearrange, and then took a call that came in. I ended up leaving the office to finish the call, and rang back a few minutes later to inform reception of my decision.
I told the receptionist (honestly) that I would not be rescheduling the appointment, because I blocked off dedicated time and traveled from Largo/Seminole; a fairly big waste of time. I thanked them for the info and efforts, and politely made clear my dissatisfaction with not being given a courtesy call about staffing issues for the day.
OUT OF NOWHERE!: Dr. Rophie injects himself into the live call (between the receptionist and myself), and politely says "This is Dr Rophie; what seems to be the problem?". After explaining I was passing a message of basic feedback and case resolution on to a staff member, I reiterated my position directly to the doctor. (This is how proper escalations are handled? LIVE, RIGHT NOW!) Lol
The Doc then goes into (multiple) disputes about what the issue is: "You aren't being charged a cancellation fee or anything", " we really don't even charge the cancellation fee unless it's abused", "I only got in at 8A and I'm sorry but I couldn't reach out to everyone", "I'm doing everything I can!". After allowing the doctor to explain all his positions, I clarified simply that my appointment was six hours into the workday, and could have been handled with a 60 second phone call. Dr Rophie then exclaims "I just said I was sorry, my staff didn't show up, and we couldn't call everyone!"
[JFC?] I couldn't believe my ears, and after pausing for a second, I plainly replied: "Dr Rophie - You're a medical professional. Do you ever take responsibility for ANYthing you do wrong?"! My gosh - Amazing to see how well-funded business niches can keep even the most unprofessional places "in business". The attitude/aggression of the doctor appears to rub off on the staff members. Or at least, the ones who don't walk out...? WOW. No, NO, NOOOOOOO!!!!!
