The repeated scheduling mistakes were frustrating enough, but the lack of professionalism, kindness, and understanding from Brooke, the office manager, made this experience even worse.
My appointment was initially scheduled with the wrong doctor, and when Stacy called to reschedule, he gave me another incorrect appointment date. I showed up exactly when Stacy told me to, only to be informed that I had missed my appointment the day before.
I spent 15 minutes on hold outside the office with my crying baby, trying to get answers. When I was told Stacy was still on another line, I became frustrated and said, "I'll come in. I'm outside. This is bullshit."
Once inside, I asked to speak with Brooke, the office manager, hoping she could help resolve the situation. She reviewed my appointments and insisted I had confirmed the appointment they claimed I missed, when that confirmation was actually for my original appointment. I asked her to listen to the recorded call with Stacy, and the recording confirmed that I was correct about the date and time I was told to come in.
After looking into everything, Brooke addressed my use of profanity and told me I couldn't speak to staff that way. I completely understand and take responsibility for my choice of words. However, what I found most disappointing was Brooke's lack of empathy, kindness, and professionalism. Rather than acknowledging the repeated mistakes and understanding why I was upset, she spoke to me in an unprofessional manner in front of others and even brought up past appointments that had nothing to do with the situation.
As an office manager, Brooke should be setting the example for how patients are treated, especially when something goes wrong. I wasn't expecting special treatment. I was simply expecting someone in her position to listen, show compassion, take accountability, and help resolve the issue respectfully. Instead, I felt dismissed and reprimanded over a situation that their office created.
I understand that mistakes happen, and I am not excusing my frustration or language. However, professionalism goes both ways, and a manager should be able to address a patient's behavior while still showing kindness, understanding, and accountability.
The scheduling errors were unfortunate, but Brooke's handling of the situation is what left the most lasting impression. A little compassion, professionalism, and a sincere apology would have gone a long way. Wouldn't recommend this office to anyone because of the staff here. read more
