Unreliable Telehealth Experience Disrupts Elderly Mother's Schedule
My mother, an 88-year-old resident at an assisted living facility, had a scheduled telehealth appointment with Dr. H. David Lu (license C 55284) at Temecula Valley Cardiology on Friday, April 12, 2024 at 5:15 pm. Since she needed my assistance, I was supposed to receive Dr. Lu's call and then connect him with her.
Unfortunately, the entire experience was frustrating and inconsiderate of my mother's well-being. Here's what transpired:
* Confusing Confirmation Call: At 4:48 pm, a woman from Temecula Valley Cardiology confirmed the appointment details but introduced a concerning factor - Dr. Lu often runs late and might call anywhere between 5:15 pm and 6:30 pm, or even later. This uncertainty disrupted my mother's routine.
* Redundant Voicemail: Just ten minutes later, another woman from the same office left a redundant voicemail with the same confirmation details, suggesting a lack of communication within the practice.
* Unable to Confirm or Reach Anyone: Temecula Valley Cardiology closes at 5:00 pm, rendering the confirmation calls pointless. We were unable to reach anyone to confirm Dr. Lu's actual availability.
* Missed Dinner and Socialization: Due to the uncertainty and scheduled appointment time, my mother skipped dinner at 5 pm - a crucial moment for socializing with her friends in the assisted living facility. She waited in her apartment alone for Dr. Lu's call, which never came.
* No Update or Rescheduling: After 5:45 pm, both my mother and I confirmed the office was closed with no way to reschedule the appointment or get an explanation for Dr. Lu's absence.
This experience caused significant inconvenience and disappointment. In her entire life, my mother has never been treated this way regarding an appointment.
We hope that Frederick Wood, President of Temecula Valley Cardiology, can investigate this incident and implement procedures to ensure such situations don't happen again, especially for vulnerable patients like my mother. read more