**Extremely Disappointing Experience With Management**
I had an extremely disappointing experience with this facility, specifically with the manager, Norma, who called me this morning. From the beginning of the phone call, her attitude and demeanor were unprofessional and disrespectful.
I have been sick for over a month, and I have communicated this multiple times. I notified their automated texting system that I was still sick, and I explained the same thing to another representative who contacted me previously. I have genuinely been dealing with an ongoing illness, and I simply do not know how I will feel next week.
During the phone call, Norma was sighing, sucking her teeth, and continuously speaking over me whenever I tried to explain myself. I actually had to ask her to stop talking so I could speak because she was repeatedly interrupting me. I should not have to ask a manager to allow me to finish a sentence during a conversation that is supposed to be about addressing a concern. I felt as though she was more interested in talking over me than listening to what I had to say.
What made the situation even more frustrating was when SHE brought up the $50 cancellation fee, telling me, "Well, since you're not going to be there, that's going to be a $50 cancellation fee." I had already canceled several days prior, so I do not understand why this was being addressed this way, especially when I had repeatedly communicated that I was sick.
I understand that facilities may have cancellation policies, and I am not saying that policies should not exist. However, there is a professional way to communicate those policies to patients. Instead of approaching the situation with understanding, Norma's attitude made an already frustrating situation worse. When I expressed my concerns, she then made a comment along the lines of it being "kind of funny you mention this when I asked about the cancellation fee but okay " There was absolutely nothing funny about the conversation or the way I was being treated.
I have been sick during the past three times they have contacted me. It is not as if I have been ignoring them or pretending that everything is fine. I have been dealing with an ongoing illness, and the last thing anyone needs while feeling unwell is to be spoken to disrespectfully by someone who is supposed to represent a healthcare facility.
What makes this experience even more concerning is that Norma is the MANAGER. She should be setting an example for how patients are treated, not making them feel uncomfortable for explaining their circumstances. Regardless of someone's insurance, including Medi-Cal, every patient deserves respect, compassion, and professionalism. Nobody should ever feel judged or talked down to because of their insurance coverage or their health situation.
I ultimately requested to speak with the doctor because I believe the doctor should be aware of how patients are being treated by the staff representing the facility. Norma offered to arrange a meeting for Thursday at 12, but the fact that I felt the need to escalate a phone call with the manager is concerning in itself.
Patients should not have to defend themselves for being sick or repeatedly ask to be allowed to speak. A cancellation policy can be explained without the sighing, attitude, interruptions, and unnecessary remarks.
Unfortunately, this interaction left a very negative impression of this facility. Customer service matters, especially in healthcare, and management should understand that the way patients are spoken to over the phone reflects directly on the facility itself. I hope this situation is addressed because no patient deserves to be treated this way.
Don't think I'll ever return to this location read more
