After spending over an hour trying to locate my faxed order for an x-ray, I asked the receptionist if she could contact my doctor's office to check on it. She assured me she could, but it seemed that this assistance did not materialize.
When I arrived, I informed her that my doctor's office was sending over an order for an x-ray of my elbow. She requested my name and date of birth, and after a brief moment of clicking on her computer, she asked me to confirm my date of birth again. A minute later, she asked for my first name once more. Meanwhile, she mentioned that the wait time would be about an hour, to which I responded that this was acceptable. It felt as though she was somewhat frustrated by my presence, particularly when others arrived after me. At one point, she asked me to step aside so she could check in a gentleman who came in after me.
After roughly 15 minutes of waiting and watching her click between screens, I noted that my doctor's office had sent the order around 3:40 p.m. She asked me to take a seat while I waited, and I remained patient for another 20 minutes, observing that others who arrived after me were being seen and leaving.
Concerned that my order might have been overlooked, I approached her again to inquire if the fax had been received. She continued to take in new patients, and I worried that my order might be missed because she wasn't attempting alternative ways to check on it. I waited an additional 40 minutes, during which she assisted other customers before I could reach her again.
After providing my name and date of birth two more times, I requested that she please contact my doctor's office to clarify the situation. She confirmed she could do that but continued to click away for another 10 minutes without making the call. Frustrated, I decided to call the doctor's office myself. They informed me that the fax had been sent over twice.
I appreciate the staff at my doctor's office for offering to call NSI directly to confirm my order.
After waiting over an hour and watching multiple patients come in and out, I noted that while I was told the wait would be over an hour, those who arrived after me were able to complete their tests in about 15 minutes.
Eventually, a woman from the back office brought the order to the front. She indicated that she had taken a verbal order over the phone from my doctor's office. My last call to the office to confirmed order took roughlyabout five minutes, which made me wonder why the receptionist wasn't able to do this herself. If she would have just got up from her desk and went to a supervisor in the I would be writing a different review.
Had I simply waited as instructed, I might still be sitting there. After processing my information, she handed me a form to fill out. At that moment, I hoped for a brief apology regarding the delay, but it seemed she was more irritated by my mention of the wait time. When I thanked the woman who delivered my paperwork for her help after my extended wait, she replied with a "you're welcome."
Overall, my experience felt unnecessarily prolonged and unprofessional, and I hope this feedback can help improve the process for future patients. Thank you for considering my observations. read more