I chose Synergy because my sister had a wonderful experience there a few years ago, so I went into…read moremy consultation with high expectations.
Unfortunately, my experience was very different.
Cosmetic surgery requires a tremendous amount of confidence in a practice. Unfortunately, I left feeling more like a price tag than a patient, and more like a scheduling problem than someone whose time, comfort, and vulnerability mattered.
To start with the positives, the staff was friendly, and I fully understand that emergencies happen in a medical practice. I respect that the doctor prioritized a patient who needed immediate attention, and I would never fault a physician for taking care of someone in an urgent situation.
My frustration comes from everything surrounding that emergency and how it was handled.
I originally scheduled my consultation at the Austin location more than two weeks in advance. The day before my appointment, I was informed that Austin's AC was out and asked to drive to the Round Rock location instead. I expressed concern about the additional distance and asked whether I should simply reschedule. I was assured there was availability, told I would get to meet directly with a doctor, and offered a waived consultation fee for making the change.
I adjusted my schedule, took the entire day off work instead of a half day, drove the extra distance, arrived early, completed my paperwork, and was brought back promptly. After a brief discussion, the doctor asked me to change into a robe so we could continue the consultation.
After changing, I sat alone in the exam room for more than 45 minutes. One staff member did check on me about 20 minutes in and explained that the doctor had been pulled into an emergency. I appreciated the update. However, after that, there was no communication. No one offered me the option to reschedule, gave me an estimated wait time, or discussed alternatives. I sat there needing to use the restroom, feeling vulnerable, and wondering if anyone remembered I was there.
Eventually, I opened the door myself and asked whether I should reschedule because it was clear the doctor would be occupied for quite some time.
What bothered me most was not the emergency itself. It was the feeling that the practice tried to fit additional patients into a location that simply wasn't prepared for the increased volume. If the Round Rock office couldn't reasonably accommodate the added appointments, I would have preferred to be rescheduled from the beginning rather than spend roughly three hours driving round-trip and leave without the consultation I came for.
By the time the doctor returned and offered to continue, the trust was gone. During my wait, I also witnessed another patient leave after expressing frustration about an extended delay and wanting her time respected as well.
I genuinely believe Synergy has many satisfied patients, including my sister. However, first impressions matter--especially when deciding whether to trust a practice with elective surgery.
I hope this feedback helps improve the experience for future patients. Unfortunately, after this experience, I chose not to move forward with treatment through Synergy.
