Very disappointing experience here.
My MRI appointment was scheduled for 8:30 PM. At 7:40 PM, I called the front desk and spoke with Anna, asking if it would be possible to come in earlier since 8:30 PM was a bit late for me. I made it clear that it was completely fine if she couldn't accommodate me. Anna responded, "No, there are two people ahead of you, so please come on time and do not come earlier."
No problem. I respected that and arrived exactly at 8:30 PM on the dot. When I checked in, Anna told me, "You're going to have to wait because this client just came in I didn't know he'd be late."
Naturally, I was confused and said, "But my appointment was at 8:30, and you told me to come on time." She simply repeated that there was "nothing she could do" and that I'd have to wait another 30-45 minutes, offering to reschedule my appointment that I had waited a month for, instead of asking the late client to reschedule.
It felt like she prioritized helping the late patient (who happened to be of the same ethnicity as her) rather than being professional and fair. Not once did she apologize for the inconvenience. After some back-and-forth, the man eventually said something in their language, and she finally told me, "Okay, he'll let you go before him," as if I was asking for something unreasonable.
Then, instead of providing me the forms to fill out right away, she stepped outside to take a long personal phone call. When she finally returned, she handed me the clipboard and after I returned it, she slammed it down on the counter. The entire situation felt tense, awkward, and unnecessarily stressful.
I'm a mom of a one year old just trying to get home after a long day. I didn't come here to argue or be made to feel like an inconvenience, I simply expected to be seen at my scheduled time.
After the MRI, the technician (who was very kind and professional) mentioned that Anna was at the front crying and asked me what had happened. I explained the situation, and even he seemed confused by her reaction. I never raised my voice, insulted her, or disrespected her yet I was made to feel uncomfortable and blamed for a situation that wasn't my fault.
Overall, this was an unprofessional and emotionally uncomfortable experience that shouldn't happen at a medical facility.
The front desk sets the tone for the entire business it's the first impression patients get and the reason they choose to return or not. Professionalism, fairness, and communication matter, and unfortunately, this experience showed none of that. read more