I thought I'd share some cute pictures of Jacob, soften things up. He is a doll. He finally figured out how to put on my shoe...only one....but he's got it. So cute! He turned 18 months on Friday. So, she disappears in the back, only to return all apologetic with the same answer. I declared (never raising my voice mind you) that I am a good patient, always on time, and I think this is the most ridiculous thing in the world. She gets the office manager, who is nice and I've spoken with her about other more pleasant things before. She stays firm of course (why else would I have been so mad!) but in the course of our discussion I realize, I am not a valued customer there anymore. So, I leave after letting her know I want to talk to the Dr NOW or leave a voice mail. She takes my number because neither are an option, OF COURSE! After some discussion, she tells me nicely that the likelihood of the Dr returning my phone call is slim! WHAT!!!! I told her nicely but firmly that I would keep calling her, the office manager, until I heard from the Dr. Here are my issues:
- This Dr is so busy she can't take any new patients, she has finally become so busy, faithful patients such as our family are not important anymore.
- I was told if my child was sick I could get in immediately. Of course if my son was sick I would want him, or any other child, to have priority.....but I should not be sent away because he is HEALTHY.
- I was told the policy was to respect of the Dr's time? What! I don't care about the Dr's time. I am the PAYING (in cash mind you...thanks to high deductible health insurance) customer and I have waited many a visit up to 30 minutes to have time with the Dr.
- This was my first "late" offense. I have always been on time, paid on time, scheduled well ahead of time, and waited patiently when the Dr was running behind.
- I was told they could reschedule me soon, because the Dr had openings. Me: "What! Always before I've had to wait to get appointments and scheduled months in advance, and NOW I can get in right away!?"
- The parking lot was only 1/2 full
- The waiting room was EMPTY. Jacob was the only kid waiting in the front.
Now, I am a reasonable person. I also am a business owner similar to this Dr. I understand having patients come late, and when the Dr runs late, it infringes on other patients time. I also understand the idea of not letting one patient/customer become too demanding and trying to compromise the service you give to others. But, NEVER in 1,000,000 years would I have turned me away in this situation. In cases such as mine, when I have been the "front office girl" I have welcomed the patient in. If the patient is more than 15 minutes late, I'll let them know we'd love to see them but may not be able to complete all the procedures during this visit. I give them the opportunity to wait and "squeeze everything in if possible" (per Dr's discretion) or reschedule some of the procedures. It really depends on the patient and how their schedule is looking. I appreciate them CHOOSING to do business with us. I realize they probably made more of an effort to come to the appointment than I will ever know about.
I know.....There were many children waiting to see the Dr in the back rooms today. I know the medical assistants and nurses were very busy in the back. But I've seen it busier! I'm pretty mad. This Dr is good.....better than a lot I've heard of. This is also the first problem I've had with her office. So, I'm sure I'll get over it. But the problem is, I only have 2-4 interactions with them a year now that Jacob is older....so this "bad" taste I have in my mouth will last too long. The frustration will die, but the resentment and worry about how I'll be treated next time will linger.
Don't worry, I was nice enough to tell the office manager that I was not upset with her personally, but I was MAD about this situation.
Does anyone know what our next staff meeting will be about? You've guessed it: Patient Policies & Customer Service.
7 comments:
What a mess. I loved our doctor in Utah because it was his first year, and I was always priority and he knew me, my husband, and child by name. Knew where we went to school and his occupation. I knew he cared about Thomas. KNow our doctor rarely remember even the last time I was in when it was 2 weeks previous let alone my childs name age or sickness. It's frustrating. I wish I could have my old doctor back.
Sara,
I am so sorry you got treated like that. I can't believe a pediatrician's office would turn away someone for being 15 min late. They can't expect parents to be on time all the time. I remember being late for my kids appointments and never once did they say anything about it. Did you have to drive a long way to get to the appointment? I am glad you didn't stand for that kind of treatment.
Thanks guys. It was hard, especially because I REALLY like the doctor. She is so great. and I wasn't even 15 minutes late. The front office made a huge ordeal over 60 seconds. 60 seconds that could possibly cost them a good patient like Jacob and all his future brothers and sisters. In retrospect, the business owner/doctor won't think it was worth it.
Sara--how frustrating. The hospital here in Iowa has just recently decided that to cut costs, they are going to charge for parking. You used to be able to get a free pass if you had an appointment, but now, you will be charged for parking even if you have to sit around and wait for the doctor. I think there are going to be a lot of angry people.
great job of communicating your feelings! I am now more hesitant to go to that practice...too bad it's so conveniently close, or I'd really be tempted to never return. It is ridiculous and should never happen. a great lesson for all customer service workers!
That stinks! I don't know how many times I've sat in a doctor's office for over an hour past my appointment time and they turn you away for being 10 minutes late. That's crazy. They should change that policy. We have to make our well visit appointments months in advance. I'd be angry too!
I'm still mad just reading this. I have found that alot of doctors and other highly trained professionals seem to forget that they are part of the service industry, and that they are in no way doing the patient a "favor" by deigning to take our cash.
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