Incredible care once you get past the front desk…read more
I came to this office based on a glowing recommendation from a coworker--someone my age who somehow has the skin of a preteen angel. One day, totally unprompted, he showed us a picture of his dermatologist. I have no idea why--but he did. And the moment I saw it, I thought, "This man looks like he belongs somewhere in the Tim Burton cinematic universe." It was giving Pee-wee Herman meets skincare, and honestly, that sealed the deal for me. I looked up the office, checked on my insurance, and made the call.
Setting up the appointment was its own little adventure. The receptionist on the phone was nearly inaudible, like I was on a call with a ghost. I kept checking my service, moving around, thinking maybe I was in a dead zone. I said--multiple times--"I'm sorry, I can't hear you," but she never raised her voice, never acknowledged the issue, and made zero effort to help me understand. She just continued, monotone and quiet, like it wasn't her problem.
Then came the kicker: she wouldn't let me book with Dr. Wolfe. Apparently, he only sees patients for surgical removals. Which is fine in theory, but also strange considering his name is the only one on the practice. It was disappointing to call a dermatologist's office and be told I couldn't actually see the dermatologist. Thankfully, they booked me with the nurse practitioner--and the silver lining: she is a woman. In my experience, women in medicine tend to be more collaborative, detail-oriented, and human. I was hopeful.
I arrived 15 minutes early, as instructed, and walked into what I thought was going to be an amazing, if slightly chaotic, experience. The office is wild in the best way--bright orange and green, cow print accents, and even a whole campaign centered around a dog with its own website and book. It was giving big "freak flag flying" energy. But then...
I stood at the front desk like a confused ghost. I was the only patient in the waiting room. There were two women behind the glass--one at check-in, one at checkout--but no one greeted me. No eye contact. No "Hi, how can I help you?" I finally said, "Hi, I have an appointment"--because I did. Right then. I was the only person there. The woman at check-in eventually looked up--eventually--and offered a flat, delayed, whisper "What's your name?" Not even immediate. Not warm. Just... flat. And don't HIPAA me about confidentiality. I'd believe that if there were any other signs this receptionist had a grasp on professionalism or patient care, but she didn't. At all.
I'm just a girl, standing in a dermatology office, asking for an iota of customer service decorum.
The receptionist handed me a clipboard with no explanation. No pen. Just me and context clues. When I was done filling it out, I walked it back up and handed it directly to her--and she said nothing. No "thank you," no nod, not even an ounce of acknowledgment. I almost reflexively said thank you just to fill the human void, but I stopped myself. I actually have to admire the stone-cold dedication to being as casually mute as possible in a customer/patient facing role.
And again--it's not like they were busy. I was alone. Every room I passed was open and empty. It wasn't a rush. It wasn't chaos. It was just disengagement.
Eventually someone opened the door to the back, but instead of walking me in, they just held the door and called, "Three doors down, to your left." Guys, I don't work here. I don't know the layout. This is my first visit. Walk me to the door.
The nurse practitioner--Molly Small, I believe--was phenomenal. She had already read my chart before walking in. She asked what I did for work, and when I told her, she said, "Oh yes, I saw that on your chart." She knew my medications, my history, and was ready to work. She wasn't overly warm or chatty, but she was confident, direct, and so good at what she does. Within five minutes, she'd already done more than my last dermatologist ever did.
She checked every concern I had, explained what I was looking at using both clinical and plain language, and reassured me about what needed watching versus what didn't. She wasn't quick to cut, like other dermatologists I've seen--she offered smarter, less invasive solutions I'd never even heard before. She re-upped my prescriptions, adjusted my dosages, and gave me options: we could treat some spots same-day or wait until I felt comfortable. She respected my agency, answered every question, and took notes and measurements like someone who really wants to get it right. That alone made the visit worth it.
But still--the front desk staff here is a problem. The office has so much personality and clearly took time and effort to create a welcoming, fun environment--but the people running it are checked out. Distant. Unwelcoming. The energy doesn't match the space, and it drags down what could otherwise be a five-star experience.
