After my gynecologist retired, I spent the last couple of years trying to find a new provider…read more Finding a good gynecologist has been extremely challenging, so I was genuinely excited when I finally secured an appointment with Dr. Harris's office. Unfortunately, what should have been a positive experience turned into one of the most disappointing experiences I've had as a new patient.
It took numerous phone calls, online appointment requests, and emails just to hear back from the office. After waiting over a month to finally get an appointment with the nurse practitioner, I was looking forward to my visit.
My appointment was scheduled for 8:30 a.m., and I arrived approximately 20 minutes early. When I arrived, the office door was locked. At one point, an employee came and unlocked the door but never greeted me or acknowledged that I was waiting. I continued sitting outside, and even after hearing the door unlock again, no one came out to invite me inside. Eventually, I decided to try opening the door myself. To my surprise, there were approximately five employees sitting at the front desk.
When I approached the front desk and introduced myself, I was asked whether I had completed my new patient packet. I explained that I had already completed all my information through their patient portal, which I actually thought was a great and convenient feature. However, the employee rudely informed me that the portal information was not the same as the required new patient packet.
She then asked whether I had received her text message that morning. I confirmed that I had received the appointment reminder, but I had no knowledge of a separate packet that needed to be completed beforehand.
I was then told that my appointment would have to be canceled because the provider needed to move on with the schedule.
The office stated that the packet had been sent on October 7. However, after checking my emails, I could not locate or confirm receiving that link. While I was standing at the front desk, they resent it, and I received it immediately.
What I find most frustrating is the lack of communication. If this packet was mandatory and my appointment depended on it being completed, why wasn't someone following up to make sure it had been received and submitted? The office had no problem sending appointment reminders, so why couldn't they also resend the packet link or contact me before my appointment to let me know something was missing?
I even offered to complete the paperwork right there in the office and asked whether they could print it out for me. I was told that I could complete it, but I still would not be seen that day. I was also informed that the online packet could only be completed on a laptop or iPad, not a phone. They offered to print the paperwork and add it to my chart, but I would still have to reschedule.
What made this experience even worse was the attitude and lack of compassion from the front desk staff. I have worked in the medical field for 22 years, and I understand the importance of scheduling, patient registration, and keeping appointments running on time. However, I also understand the importance of communication, professionalism, and treating patients with respect.
As a new patient, I should not have discovered a mandatory paperwork requirement only after arriving for my appointment. A simple follow-up phone call, email, or another text with the packet link could have prevented this entire situation.
I was genuinely hoping this would finally be the gynecology office I had been searching for. Instead, I left feeling frustrated, dismissed, and extremely disappointed without ever having the opportunity to see the provider.
