My name is Rebekah Smith. I am 26 years old, have worn hearing aids since age three, and have…read moreattended countless ENT appointments and hearing tests. I have never left an appointment feeling as belittled, uncomfortable, and disrespected as I did following my recent visit with Heather Pardue.
My appointment was scheduled for 4:00 p.m. I checked in at approximately 3:50 p.m., watched a later-arriving patient called back before me, and ultimately waited about 30 minutes before Heather called me back.
Immediately, Heather asked if I was scheduled for a hearing test. I explained I was there for both the test and to pick up and be fitted for the new hearing aids I had already purchased. Heather responded that doing both required about an hour and a half and stated we would "just see how far we get," suggesting a "scheduling issue."
This was especially frustrating because a scheduling error occurred at my previous appointment too. At that time, Heather refused to perform my scheduled hearing test because it wasn't booked correctly, specifically telling me she was scheduling this current appointment so both the test and fitting could be completed together.
From that point on, I felt treated as an inconvenience because the office was running behind and nearing closing time--even though I arrived early and had no control over the scheduling or delays.
When we entered the test area, another staff member was cleaning and didn't know we were coming. Heather sat me in a more distant booth and went behind the glass, speaking through the microphone before even placing the testing headset on me. I had to gesture to let her know. Her demeanor made me feel irritated by having to return.
Worse, Heather stopped speaking into the mic, covered her mouth, and spoke with the other employee. My accompanying friend heard Heather respond, "Ugh, I know," regarding my appointment. The interaction left both of us feeling like my care was an unwelcome burden.
The hearing test itself was rushed, with very little pause between sounds. When I missed a sound, Heather visibly scrunched her face or reacted to make it obvious. For someone with lifelong hearing loss, those reactions were incredibly belittling. I should not feel embarrassed, judged, or uncomfortable during a medical test. The experience became so distressing I began crying.
I previously stopped seeing Heather years ago due to concerns over her tone and demeanor. After subsequent doctors left the practice, I gave her another chance, but this confirmed my concerns. I will not see Heather Pardue again, even if it means leaving a practice where I have been established for years.
None of this needed to happen. I arrived on time, created no scheduling issues, and should not have been made to feel guilty because my care extended past closing time. Furthermore, having paid approximately $3,000 for new hearing aids, I should have received my scheduled care without feeling like a problem.
The appointment ended just as rushed. Heather hurried me out so quickly she failed to give me the bag containing my hearing aid accessories, including my charger, cord, domes, and cleaning supplies.
I am submitting this complaint because this experience warrants review by management. Patients with hearing loss deserve patience, professionalism, dignity, and respect.
I request that management review what occurred--including the scheduling, delays, staff conduct, and missing accessories--and provide a response explaining how this will be addressed. Additionally, I require confirmation that my medical record reflects that I do not wish to be scheduled with Heather Pardue for any future appointments.
Sincerely,
Rebekah Smith
