For a first-time experience, my visit did not start off on a positive note.
When I arrived, I was having difficulty checking in and approached Dayleen for assistance. Unfortunately, I was initially ignored for about a minute, despite standing there clearly needing help. When I was finally acknowledged, I was told, "If you checked in, you need to have a seat and wait to be called." I explained that I was seeking assistance because I was unable to complete the check-in process. While she did eventually help me, her demeanor was not welcoming or friendly.
During the check-in process, I was asked to manually enter my insurance information. My primary insurance was not appearing in the system, so I selected "out of pocket" just to complete the check-in. I debated whether I should ask for further assistance because I was already uncomfortable with the interaction. However, I eventually decided to approach Dayleen again to see if she could upload my insurance information.
This time, after explaining that I needed help, I was told she was busy. It was unclear whether she wanted me to wait or return later because no guidance was given. I noticed another employee, Pauline, assisting a patient, so I asked if she could help me when she was available. Pauline was kind, professional, and gladly offered to assist me after she finished helping another patient.
While I was waiting, Dayleen informed me that Pauline would not be able to help me because accessing my information would require pulling up my account, which could not be done until I was called back for my blood draw. She also stated that they could not "push me ahead of everyone else" and that I needed to take a seat and wait. At no point was I asking to skip ahead or receive special treatment. I simply needed assistance with my insurance information.
When Pauline returned, I explained what had been communicated to me. Pauline reassured me that helping me was not an issue. I then expressed that I felt Dayleen had been rude and unprofessional throughout our interactions. Dayleen responded by telling me to "stop and calm down," which came across as aggressive and confrontational rather than helpful.
Due to the way the situation was handled, I requested the supervisor's contact information. Dayleen provided it, but her tone remained confrontational. I greatly appreciated Pauline's professionalism, patience, and willingness to help despite the circumstances.
I also want to give special recognition to Sam, the phlebotomist. Getting blood drawn makes me extremely nervous, and Sam went above and beyond to help me feel comfortable. He engaged me in conversation about my personal life to keep my mind off the procedure, remained friendly and compassionate throughout the appointment, and had a very gentle touch during the blood draw. His kindness and professionalism made a significant difference in my experience.
Overall, Pauline and Sam are the reason I am giving this visit 3 stars instead of 1 star. Both provided excellent customer service and demonstrated the level of professionalism and compassion that patients should expect. Unfortunately, my interactions with Dayleen negatively impacted what could have otherwise been a much more positive first experience. read more