Please note that the information below pertains to the administrative and on-boarding teams at the Chandler MomDoc location. This does not pertain to the actual medical team -specifically the named doctor. This is an extensive recap, with the goal of the teams noted above, to utilize for future customer service/patient on-boarding purposes.
I was initially thrilled to secure an appointment with Dr. Carlton in the same week I called the office. I say this because I am new to the state and I was having a difficult time securing an appointment before July. Additionally, Dr. Carlton's background of both Chemical Engineering and MD were very impressive to me. Also, I always like to support fellow BIPOC providers in any advanced legal or medical field. Needless to say, I was excited to connect with a new and impressive doctor.
When I contacted the office on 5/16/22 at #480-917-6480 the woman in scheduling was very kind. However, when I asked where I could fax my imaging report, which was the focus of the visit, she seemed a bit confused at first, but then after a brief hold gave me #480-821-3628 for Dr. Carlton. She then instructed me where to download the paperwork. I asked if I could drop off the paperwork at the San Tan location so that the medical releases could be captured and my former doctors could be contacted immediately; hoping my reports would arrive before my appt. on 5/20/22 I immediately filled out the paperwork and physically dropped it off at the San Tan location on 5/16/22 at 4pm. I then contacted the Gilbert Imaging center I utilized for my labs, and they immediately faxed over my report to the number noted above.
Since I was new to this doctor and office I even called the Chandler office on 5/18/22 to confirm that the imaging report was received and that my new patient paperwork was processed. She could not answer regarding the new patient paperwork, but asked that I contact MomDocs medical records team regarding the imaging. I did just that, I called the medical records team on 5/18/22 and they confirmed via email AND text that my Gilbert imaging was received.
On 5/20/22 I arrived 17 minutes prior to my scheduled visit. The nurse did confirm that they had my new patient paperwork, but that no medical releases had been processed. She could not respond as to why. Fortunately, I had copies of my current panels for the Doctors review. I was checked-in, oddly asked for a urine sample, even though I was only there to review lab results. After my vitals were taken, I was told this doctor tends to run late so to please be patient. I said, ok. I was then told that my imaging fax was never received. I informed them that THEIR OWN medical records team confirmed receipt via text and email on 5/18/22, and to perhaps contact them. They seemed clueless as to how to reach this elusive team. I then had another nurse, perhaps more senior in status; ask me what specific fax number I used. I shared it with her, and she said that was incorrect and they had no way of accessing it as it was their business office. I told them THEIR OWN TEAM gave me this fax number to utilize. I also shared that I called and confirmed receipt on 5/18/22 because I knew this entire appointment was to discuss that specific report. At this stage, I am confused as to why anyone on the team would confirm receipt if it wasn't in my file. Another 5 minutes passed and now I am asked to call Gilbert imaging to resend. I was on the phone doing this when another nurse came in and then said that they will need to reschedule as it is now 45 minutes past my original appointment time, suggesting that these delays were somehow my fault. I said I would like to wait, as it will only be about 10 mins for the new fax to be sent. She then stated that waiting wasn't an option and she was sorry. I informed her I drove 45 minutes to see this doctor, that I have a history of Cancer and this report review is important. I was just told sorry again. At that stage I knew my issue was not going to be addressed, so I left without attempting to reschedule. I never saw the Dr.
I understand that mistakes happen and that time crunches happen, but this was such an egregious chain of miscommunication, bad systems, bad admin processes, and/or poor customer service, that I cannot give this MomDOC group another try. I felt as if my time and effort were wasted. Above all, I felt as if my medical concerns were absolutely disregarded . Please see attached pic for full review as I was limited in characters by Yelp . read more