I recently relocated from out of state and was overwhelmed about finding a new care provider and…read morehaving to get someone familiarized with the entirety of my health history. Many times, I've encountered physicians who quickly rotate through patients like an assembly line - so going in, I was skeptical with the assumption I'd just leave emotionally frustrated... something I was VERY wrong about. I would like to preface this review by stating I was a same day appointment and they took my urgency seriously.
Upon entering, I was greeted by the receptionist Stephanie who was incredibly accommodating and patient. This was my first time establishing care and doing the paperwork without a parent or spouse to guide me, and she walked me through it every step of the way - even answering my over-abundance of questions, to ensure my concerns were put at ease. I understand many people would say "that's their job", but she went the extra mile and when most people would have gotten annoyed, she maintained her composure treated my case as something uniquely important (she didn't just follow a script).
Next, I needed labs drawn by Natalie, to whom I explained it's something even the most skilled phlebotomist struggle with as my veins are impossible. For me, a simple blood draw usually requires 3 or 4 tries to get a good vein, and many times someone will blow it causing excessive bruising etc. Usually when I explain this to a nurse and tell where I have had good luck with veins they tell me they know what they're doing and not to worry (yet the story repeats). I think most take it personal as if I'm questioning their qualifications? In this case, when I explained the type of needle they typically have the best luck with and which arm works best, she didn't question or second guess me, but said "That's actually really helpful!" and proceeded to make sure I was comfortable. While we tried twice and weren't able to get a good vein, rather than continuing to poke around, she said she wanted to bring in someone else so it wouldn't be such a rough experience as I told her it makes me nauseous watching them wiggle around in there. I can't tell you how much I appreciated that.
Next, I had my first appointment with the provider, Lillian. I literally cannot sing her praise enough. She walked in, and after introducing herself asked if she could tell me a bit about herself. Explaining her motivations in healthcare, what her experience and education was, and even sharing some difficult challenges she faced to explain why empathy is a key part of the relationship we'd build, it put me at ease to speak openly about the series of personal health difficulties I've been struggling to manage. At one point I said "I know this is going to sound stupid, but..." and she kindly stepped in and explained to me how her primary objective was to make sure her patients felt cared for - and that if she didn't have an answer, that she would work hard to connect me with the right people and assure we continued care until I felt resolved about a solution or came to an understanding about my concerns. While I know I definitely overstayed my welcome and took a lot of time, not once did she rush me. She was so professional, but also personable enough to relate to or empathize with the feeling of defeat I'd come in with.
The following day, I needed to come back for another blood draw, and when I did, they had already compiled a list of referrals, placed medication refills I needed asap, and even wrote/highlighted some notes about how to tackle this a step at a time. Stephanie took my blood this time, gave me the resources to stay connected with the company, and wanted to make sure I knew the team was in it with me.
Not to be dramatic, but I genuinely feel like I found "my people", and for the first time in a long time, I actually feel like just maybe... this could be the support I've been searching for over the last decade or two. Thank you for taking my concerns seriously, treating me with dignity, and for the outstanding customer service.
