I've been coming to this practice for about 10 years, and my husband, children, and I have all been…read morepatients here. For most of that time, I've truly loved the experience. I have absolutely no complaints about Dr. Natividad himself--in fact, that is what makes it so difficult for me to write this review. He is kind, patient, thorough, and provides wonderful care to our entire family. My kids genuinely love seeing him, and we have always felt confident in the care he provides.
Unfortunately, over the last few years, I've noticed a significant decline in the customer service from the front office staff, as well as a growing lack of appointment availability.
When trying to schedule routine appointments six months in advance, I've often been met with an attitude that makes me feel as though I'm inconveniencing the staff simply by asking to look at available dates. More recently, I've also received multiple calls asking whether we are actually coming to our appointments and being told that if we aren't, the appointment will be given to someone else--even after I have already confirmed the appointment through the practice's text confirmation system and verbally confirmed it with the office. The tone of these calls has felt unnecessarily rude and pushy, rather than helpful or accommodating.
I also recently needed to reschedule a routine cleaning. I explained that I was completely flexible and could come any day or time, yet I was told that if I canceled, I wouldn't be able to be seen for another six months. I understand that availability can be limited, but being unable to reschedule a routine cleaning for six months when I have an open schedule feels unreasonable and leaves very little flexibility for patients when unexpected circumstances arise.
I've overlooked these issues for the last few years because of how much my family and I value Dr. Natividad and the care he provides. My children especially love him, and that has been the biggest reason I've hesitated to look elsewhere. However, the front office experience has reached a point where I'm seriously considering finding another practice for our family.
I truly hope the office takes this feedback seriously. The front desk is often the first interaction a patient has with a practice, and unfortunately, the current experience can come across as though the attitude is, "you need us, we don't need you." Patients should feel welcomed, respected, and accommodated--not as though they are an inconvenience for asking questions or trying to schedule care.
I would really hate for our family to leave a practice we've been loyal to for nearly a decade and where we genuinely love the doctor. I hope the front office team can improve their communication, professionalism, and willingness to work with patients, because we would much rather stay than have to find a new practice.
