My husband and I want to be clear that our concerns are not with the doctors at Reen Medical Group. We have been satisfied with the physicians and the medical care provided. Our concern is with the communication and professionalism of certain office staff.
We have repeatedly experienced difficulty getting phone calls answered or receiving callbacks. We were eventually given a number to text, which initially seemed helpful, but texting became essentially the only way staff would communicate. This has resulted in misunderstandings and important information not being clearly communicated.
The incident that prompted this review, however, crossed a line.
My husband was told that my mother could stop by the office to pick up his MRI order. The staff member he was communicating with, Alexis, did not inform him that the office closed for lunch or provide specific pickup hours. My mother arrived during what apparently was the lunch period.
Rather than professionally explaining the office was closed and asking her to return later, Alexis decided to let my mom in to give her the paperwork, but made it clear with her mannerisms and tone that she was put out, irritated, and negative towards the request. What came next was profanity from both sides. I'm not saying what was said by my family members was acceptable, but I know for a fact that the employee could of handled herself in a more professional level, as she gets paid to do so.
We fully respect that employees are entitled to lunch breaks. That is not the issue. If paperwork can only be picked up during certain hours, those hours should be clearly communicated or better yet, email the paperwork. A communication failure does not justify profanity, personal insults, or verbally abusive behavior toward a patient or family member.
We will be requesting a meeting with Dr. Reen to formally address this incident and our ongoing concerns regarding office communication and staff conduct.
Good physicians deserve a staff that reflects the same level of professionalism. Unfortunately, based on our experience, that is not what occurred here. read more
