Verified Company
While my mom’s back procedure three weeks ago went well, our experience with this practice after the procedure has been extremely disappointing. The lack of communication, organization, and respect for our time has been unacceptable.
My mom is 77 and completed the required forms online for her telehealth appointment. Instead of allowing me to assist her with the forms, the practice canceled the appointment. I explained that I could quickly complete anything that was needed, but they refused.
I then spoke with the office manager, David, who told me he would fit us in later that day. We waited the entire day and never received the call. I called about an hour before the office closed, only to be told they could no longer see us. We were then rescheduled for the following week.
Today, our appointment was scheduled for 8:00 AM. At 8:15, we were called and told the doctor had an emergency and was running late. We were told that since we were the first appointment, we would be seen when he returned. That was understandable.
However, by 11:00 AM, we still had not heard anything. When I called, I was told the doctor was seeing other patients and that our appointment had been moved to 11:30 AM. We were originally the first appointment of the day, so I don't understand how we went from being the first appointment to being placed behind other patients without anyone communicating that change to us.
Things happen, and emergencies happen. We completely understand that. What is unacceptable is the repeated lack of communication, follow-through, and consideration for our time.
This has been one of the worst experiences I have ever had with a medical practice. When you are caring for a 77-year-old mother recovering from a procedure, you should not have to repeatedly call the office just to find out what is happening with an appointment.
The procedure may have gone well, but the care and customer service afterward have been incredibly frustrating and very disappointing.
