A disappointing front desk experience, but I want to recognize one employee who made a difference…read more
On October 9, I brought my 10-year-old son to OrthoVirginia Reston following an ER visit for a wrist injury. We normally visit Ashburn, but with no appointments available until November, I scheduled a last-minute appointment here. This was our first visit.
Our appointment was at 9:30 a.m. We were already running late, which I take responsibility for. I called ahead and was told to arrive by 9:45. We reached the medical complex around 9:40 but didn't make it to the actual suite until approximately 9:47.
During my call, the representative asked whether I'd been informed about the elevator situation and additional steps to access the office. I had not. Between locating the parking garage, finding the correct pavilion, and climbing flights of stairs with my injured child, I arrived frustrated and out of breath.
A female receptionist kindly greeted me and offered to assist with check-in instead of having me use the kiosk. While she helped, I explained my frustration and simply asked whom I could contact about the scheduling and arrival instructions.
This is where things took an unnecessary turn.
A second male employee at the front desk interjected, repeatedly insisting that text messages had been sent. I clarified several times that I wasn't blaming the receptionist or front desk. I was asking who handles feedback about information communicated during scheduling.
I didn't yell, curse, or personally attack anyone. I was expressing frustration about an experience, not directing it toward an employee.
Instead of answering my question, he continued going back and forth with me. I even tried to disengage, explaining, "I'm having a rough morning with an injured child," but he continued.
When I said I didn't appreciate his tone, he responded that he didn't appreciate how I was speaking to his coworker. After I again clarified my concern, he sarcastically stated, "Oh yeah, and I'm the manager."
I requested his director, and he handed me another clinic manager's business card. The exchange continued until another employee intervened and told us both to stop going back and forth. I stopped engaging.
Why did a simple request for the appropriate contact person become an argument with someone identifying himself as management?
I work in customer service and understand that people arrive stressed or frustrated. But frustration isn't automatically disrespect. Sometimes professionalism means listening, acknowledging concerns, and directing someone to the right person.
Especially in healthcare, where families are dealing with pain, injuries, and stress, empathy, emotional intelligence, and de-escalation should be basic expectations, particularly from leadership.
My 10-year-old son, the actual patient, was seated nearby and witnessed and overheard this exchange, along with other patients. I had to regroup afterward just to refocus on getting him the care he needed.
I do want to recognize Tess, who helped put my son's cast on. She was genuinely wonderful. Her smile, kindness, positive energy, and the way she interacted with both of us made us feel comfortable and welcome, without any awkwardness or judgment. She helped turn the experience around. I would gladly return for the compassionate care Tess demonstrated.
I'm formally raising my concerns with OrthoVirginia leadership because this interaction warrants review and accountability.
Patients and families deserve to feel supported, heard, and respected, not have a simple request for assistance turn into a confrontation.
