I called in a week ago and spoke with Sonya, a familiar sounding voice from a past visit 3 years ago for my ankle. I had told her I had hurt my arm and it felt like the surgery I had from a past associated Dr., Dr. Kelly, had re torn itself. I told her I was in a lot of pain. She told me to get a referral from my primary.
So I did and had an appointment today @9:30am. I arrived @9:20am, did the self check in Kiosk inputting an 8 as my pain level, sat down, and was called by Lorita. The first thing she asked was where is your pain. I said in my arm and before I could say shoulder, she said to me was I might want to check my insurance, because your doctor put shoulder pain on the referral. I tried to explain to her there was pain in both areas and she actually said the insurance won't cover it. I asked why can't I see the dr because it didn't make sense (I'm one to do every step correctly) but her attitude was aggressive.
Nicholas came over and explained that the bicep and shoulder connects so there can be pain in the shoulder from a bicep tear. Lorita did not like the fact Nicholas corrected her. I saw it all over her face as she kept turning back to another office associate. I mean I'm a customer and returning client, why was I treated this way. I became upset because Lorita then back tracked and said she didn't say what she said about the arm.
I asked to speak with Sonya and she said she was on the phone. 15 minutes later Sonya hands me a packet to fill out. She said I haven't been there in 10 years, when in actually I was there less than 3 years ago for an ankle injury but she didn't want to hear it because I was trying to explain to her how rude the front desk Lorita was.
It took me about 15 minutes to fill out the paperwork. I stood at the window, I knocked politely, hoping that the situation was over. I stood there and heard talking. Then two gentlemen came to the window and said they were going to refer me to another orthopedic dr. One was Nicholas, who was amazing during this whole situation, and Alex, who I would say tried his best to handle a situation which was a he said /she said and he has to work with Lorita. I knew to not to argue at this point, so I just asked for there names because Lorita was no where to be found.
I'm confused why when I was confronted with misinformation from Lorita, I chose to question it, and rather than properly explain it, she got more aggressive and said that she never said the previous misinformation. I believe now a days it's called gaslighting. Her communication made me feel extremely uncomfortable while I'm already at a 8 pain level as I inputted in the digital check in.
Now I have to find a new orthopedic, on my plan, that takes my insurance, get another referral from my primary,and then make another appointment with a different orthopedic. If I have a potential bicep tendon tear or tear of my shoulder, time is of the essence.
Needless to say I will never go back to this office. I believe the Dr. is only as good as his staff because he chose them. If he doesn't handle his office detail, how would he handle a patients details. read more