Dangerous Communication Breakdown and Failure of Post-Treatment Continuity of Care:…read more
I am writing this review to document a severe and dangerous failure in patient care and communication at this practice.My first visit was on a Friday. The next day (Saturday), I experienced eye complications. I called the office on Monday, and the doctor saw me on Wednesday, starting me on an antibiotic treatment. On Thursday, the next afternoon, I developed a new complication same eye, I called to report it and reception said dr would call me back. On Friday, I developed another new complication same eye and called the office, dr will look this over and call me back. Later that day, the complications worsened, and I called again. Coincidentally, my husband had an appointment at this same office that Friday. His optometrist (who initially saw me for my first visit) explicitly told him that she would be in the Greenville office on Saturday and that I could be seen if needed. If that was a mix-up who knows, BUT I did call and leave a message When my symptoms escalated on Saturday. No one responded to my call. My husband drove me directly to the location, only to find the doors locked and the office completely closed.
It is now Monday, and this office has still failed to follow up on a patient who called twice in 24 hours (besides the other calls) with worsening symptoms while on antibiotic therapy.Today, I called to request my medical records and eye prescription so I could transfer my care to an office that takes patient safety seriously.
When I asked the receptionist about the office's protocol for returning patient phone calls, she stated she "understood my frustration"--despite the fact that I was speaking calmly and factually. After confirming my email address to send the records, she asked me to
hold because she was going to try and reach that dr as he was in the office...the call was disconnected. They did not call me back, and my medical records and prescription have still not been emailed to me.
Ignoring a patient undergoing active antibiotic treatment who reports worsening, new complications is medical abandonment. Withholding prescriptions and records is unacceptable. I am transferring my care as it is blatantly obvious they do not want or need our business.