Extremely unprofessional & disappointing experience
My teenage son was a patient of Dr. McGrath's office for several years, but after our most recent experience, we will never return. The front office, specifically Patty (the office manager), has consistently been rude, condescending, and unprofessional. Her lack of knowledge, especially regarding insurance, creates unnecessary stress for patients. I have over 20 years of experience in the health insurance industry, and at nearly every visit, I've had to correct Patty's misinformation about what is or isn't covered. Had I not known better, I would have paid hundreds of dollars unnecessarily for services covered by my insurance.
My son, who is a student athlete, is seen every six months for extractions-to-go (pediatrician administers) and immunotherapy check-ups. Because these appointments are scheduled so far in advance (6 months), we occasionally have to reschedule -- but I always provide plenty of notice. Most recently, my son required an emergent infusion at a specialty infusion center over 1.5 hours away. I emailed the office the same day I found out about the infusion, 11/03, to reschedule his 11/04 appointment, but Patty deemed it a "same-day cancellation" because the office isn't open on Mondays even though she replied to my email quickly and it was more than 24 hours notice. Instead of calling me herself, she made another staff member handle the situation, who was clearly frustrated and confused by Patty's instructions.
Despite my willingness to come in later that same day or another day that week, Patty refused to accommodate us and instructed her office staff to tell me we'd have to wait three weeks -- a dangerous delay for an immunotherapy patient who must remain on a specific injection schedule. I even overheard Dr. McGrath telling staff to "just tell her to come in at 5:30 due to a cancellation", which we did. The doctor completed the exam, and handed me a list of other allergists -- essentially dismissing us as patients because, in his words, we "reschedule too much."
This was shocking and deeply disappointing, especially given that I've always been respectful and communicative about scheduling. The more I reflected on it, the more it became clear that this decision was likely financially motivated -- since my son is not seen as frequently as other immunotherapy patients, his visits are less profitable for the office.
It's disheartening to see a once-respected physician allow such unprofessional and unethical behavior to dictate patient care. Patty's conduct, misinformation, and control over the practice have made this office toxic and unsafe for patients who rely on continuity of care. I intend to report this practice to the BBB and my insurance company's Special Investigations Unit for review, as their policies and behavior appear to prioritize profit over patient well-being as I now see there are dozens of incidents similar to ours.
Bottom line: If you value professionalism, compassion, and ethical medical care, look elsewhere. This office has lost all sense of integrity and respect for its patients. read more
