I've had good experiences with her practice before a couple years back. Seeing the doctor in person, she showed concern and expert level competence. But overall, I should say my experiences at her offices have been mixed. And today just takes the cake. A regular patient of multiple years, I've noticed a general decrease in quality from her staff, especially as of late for some reason. I've experienced staff who were fine, professional, what I would expect really. I've experienced staff who were super friendly, knowledgeable, and slightly inexperienced. Inexperience can be overcome with time by competent people, so that can be okay, too. However, I've also experienced staff with both inexperience and judgement/attitude (today). If you are going to ask me the same repetitive questions, then don't judge me for answering them! I've filled out paperwork thoroughly before, and now you ask me in person again not more than 2 months later? Also, speaking of questions -- what is the point in going to the same office / doctor if they ask you questions about your test results for services which they themselves provided? For example, "did you have any pap smears in which the results were negative?" Why are you testing my memory and not looking at your records? Am I not a regular? My main concern is that this place does not seem to have it together - I need to be informed of what to expect before I come in -- if you're going to take my vitals, let me know so I can hydrate myself properly with plenty of water so you don't have to poke around my arm later with a needle looking for blood. (Honestly, this has happened to me, which is why I learned to drink lots of fluids if I knew in advance what to expect.) Oh, and the response I received from the assistant when I mentioned the questions were repetitive? They're testing for "consistent answers." Really? So this is more like an interrogation where we might slip up and lie someday? You may not be aware but that kind of response gives the patient the impression that you don't trust them. So why should we trust you? And then you surprise your patients with an immediate request for bloodwork and a urine sample and then wonder why we have any sort of facial reaction? Yes, please communicate with us beforehand. So, to summarize: (1) Establish communication with your patients when they make an appointment so they can make the proper preparations in advance -- e.g., drink plenty of fluids for your ___ procedure. (2) Be more personable. Don't treat your patients as if we are so anonymous. And if you have to delegate work to your staff, then ask your staff to at least try to be more personable. Make the staff review the patient's file before or at the beginning of the appointment. (3) Lose the attitude or else you will alienate your patients. Don't judge them for answering repetitive questions which you require answers to -- you'll likely get the same repetitive responses and they may not all be "no" or "not applicable". (4) Gain your patient's trust.
I'm disappointed by my recent experience and I'm still thinking about it. I hope that you take my suggestions into consideration. A patient is a customer first. read more