Subject: Concern Regarding My Recent Experience and Lack of Communication
I am writing to express my disappointment regarding my recent experience with Metro Vein Solutions Round Rock and the lack of communication throughout the process.
My appointment was scheduled for August 26th at 2:30 p.m. I waited approximately two hours for my appointment. After having my ultrasound, I was placed in another room and had to wait again. At that point, after already being there for several hours, I could no longer wait and had to leave.
I did receive messages from the office, and when I returned the call the following day, I was informed that Dr. Johnson was out due to a medical emergency. Approximately a week later, Dr. Johnson called me himself to discuss my ultrasound results and explain the plan for my upcoming sessions. During that conversation, he also explained that he had been out because of his back injury.
Dr. Johnson told me that Clara, the office manager, would be contacting me to arrange the plan and schedule my sessions. However, approximately a week passed and I had not heard anything.
On September 28th, I called the office and spoke with a desk clerk. I did not get her name. She informed me that the office had been closed for an entire month and that the employees had returned that day. I explained that I was not aware the office was going to be closed for a month. Dr. Johnson never mentioned this to me, nor was I contacted by phone or email to inform me of the closure or explain when someone would follow up with me.
I was very surprised and confused by this information. When I tried to explain what Dr. Johnson had told me regarding Clara contacting me, the desk clerk interrupted me and simply stated that the employees had returned that day after being closed for a month.
She offered to schedule me, but at that point I explained that I had already had a very poor experience and that I would need to wait. She apologized for my experience, and the conversation ended.
Unfortunately, this has been one of the worst experiences I have had with any business or medical office. The long wait times were frustrating, but what was most disappointing was the lack of communication. I believe patients should be kept informed about office closures, changes, delays, and follow-up plans, especially when they have been told that someone will contact them.
I am sharing this feedback because I hope the office will take these concerns seriously and improve communication and customer service for patients in the future.
Thank you for taking the time to review my concerns. read more