I am writing to express my dissatisfaction with the level of service I experienced during a recent interaction with your office staff, specifically with receptionist Melinda. I attempted to schedule an appointment for my husband, who was seen last week by Nurse Lee as a first-time patient, along with my daughter. Unfortunately, this experience has left me deeply disappointed in the professionalism of your office.
During my husband and daughter's appointments, they both felt that Nurse Lee was inattentive, rushed, and did not take the time to explain the procedures thoroughly. My husband was informed that part of the procedure might not be covered by insurance, and he was provided with insurance codes for clarification.
Today, I called to make an appointment with a different practitioner and inquired about the approximate cost of the procedure in case we needed to pay out of pocket. I wanted a general estimate to help us plan accordingly. Unfortunately, my interaction with Melinda was unprofessional and dismissive.
When I asked about costs, Melinda repeatedly responded, in a slow and condescending tone, that she could not provide any estimate until the insurance was contacted. Even when I clarified that I was asking about out-of-pocket expenses, her attitude remained unhelpful and rude. When I asked to speak to someone in billing who might assist, she again refused and reiterated, in the same slow and condescending tone, that no one could provide an estimate until the patient was physically in the office and the insurance was contacted.
I then asked why she was speaking to me slowly and dismissively, as though I didn't understand English. Her response was to suggest canceling my husband's upcoming appointment. When I indicated that we would not be returning due to her treatment, she replied, "Okay," and abruptly hung up.
I called back to speak with the office manager, but Melinda told me Sandy was out.
I am shocked and disheartened by your staff's lack of professionalism and courtesy. Melinda's tone and attitude were entirely unacceptable, especially when I sought basic information to make an informed decision about my husband's care. Furthermore, it is hard to believe that your office operates in such a way that patients are left waiting for cost clarifications until they are in the middle of a consultation.
This experience has left me questioning whether your practice prioritizes patient care and professionalism. Due to this incident, my family will not return to your office. I am compelled to share my experience to ensure this behavior is addressed so that other patients do not face similar treatment.
Kemberly H. | Jan 27, 2025
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