I had an ER visit two days ago. The ER doctor recommended I go see Dr. Leal within 5-7 days. Of course I called immediately after release from the hospital. I was put on an initial 5 min. hold without warning. Then an unpleasant and seemingly scornful woman picked up the phone and fired off an enormous list of required documentation before even scheduling a visit. I explained the ER doctor recommended I schedule promptly and could she repeat what they needed. Again, the woman reluctantly rapidly fired through a list what they needed faxed. No indication of time frame, inquiry about the injury, or concern what-so-ever. However, I complied and immediately went to med records at the hospital to request all required documents faxed to Dr. Leal. I was in the hospital while the documents were faxed, waited 15 mins, called Dr. Leal's office, was put on hold for 7:32 and when the staff picked up I explained everything had been faxed. She placed me on another hold for almost 12 min, never refreshed the call. Came back on the line, said there was no such fax, please send the required information and disconnected the call! I waited two more hours and called Dr. Leal to get an appt. First I was blindly put on hold for 14 min, no one ever refreshed the call. I called back and was tersely informed that they would look to see if they could "find" my faxed medical information. I explained I was calling after an ER visit etc., that my records had been faxed and I was suddenly placed on another 8:52 min hold. When the call was picked up, it was an entirely different person who was equally unpleasant and had no idea what the previous conversation was about. I explained that I was told to see Dr. Leal within a timeframe and that the ER doctor specified, "not to chase my pain" (I apparently require back surgery). The woman named "Maria" could not have been ruder or more unhelpful had she tried, she even shouted, "I'm trying to help you". Really? Then not yelling would be advised. By this time, I was in my primary physician's office and the doctor was right beside me. She asked me to hold and I asked her name. She demanded my phone number before giving me her name, umm ok. She said she would call me back but placed me on hold during which time my primary made one phone call and scheduled an immediate appointment with another doctor. Of course she never did call back. Even though my insurance would have covered all costs, I would have regretted supporting this practice in ANY way. If the scheduling line is an inkling of the health care practice then AVOID AT ALL COSTS. It was a truly an atrocious attempt at scheduling and communication, I can't imagine what the care or follow up is like. read more
