OFFICE STAFF UNPROFESSIONAL & REFERRAL PROCESS FLAWED I am a new patient to the Salisbury practice. I had my annual well woman visit a few months ago. The provider was professional and pleasant. She indicated I would be sent a referral for my mammogram and would also receive an email with my next appointment since there wasn't anyone at reception who could schedule my appointment. She said if the time didn't suit, to call to change it. The next day I received an email with my appointment. It worked with my schedule so all was good. My satisfaction with the practice at this point was high. However, 2 factors have since changed my satisfaction. (1) NO INPUT ON CHANGED APPOINTMENT TIME OR NEW PROVIDER: Without a phone call, I received an email with a new appointment time AND a new provider. No explanation for the changes. My work schedule is pretty busy, even that far out. The new appointment time was not ideal. I also did not appreciate I had no say in who my provider would be. (2) ISSUES WITH MAMMOGRAM REFERRAL: I forgot about the mammogram referral until my mammogram provider sent a notice stating I was overdue. Over two weeks ago, I called Capital Women's Care regarding these two things. I spoke with a medical assistant and asked why my appointment was changed. She told me my provider transferred to a different location, several hours away. The medical assistant said no one called because I opted into appointment reminders. I calmly pointed out that this was not a reminder, it was scheduling an appointment and assigning me a new provider, both without my input. She said I was more than welcome to still keep my provider if I wanted to drive 2+ hours. Her tone was very rude. Without asking, she told me she was going to remove me from the email reminders. I told her not to remove me, that I liked getting the reminders, but that I needed to have input on when my appointments are scheduled due to my busy work schedule. I think this would save everyone more time rather than going back and forth. I kindly asked if a note could be added to my chart to call me if an appointment needed changing instead of just emailing me a time. I heard a big, audible sigh, but she said she would add the note. In regards to the referral, the medical assistant told me the referral had already been faxed to my mammogram provider. So immediately after the call, I phoned my mammogram provider and was told they didn't have it. Sooo....I promptly called Capital Women's Care back and the medical assistant I spoke with continued to be extremely rude to me. When I asked if a referral could be re-sent for my mammogram, she again sighed heavily and said she would fax it for a SECOND time. I was blown away by the rudeness. The next day I called my mammogram provider and guess what? They didn't have my referral and would not make an appointment without one. I verified the fax # the referral needs to be sent to. I called Capital Women's Care back and was told to leave a message and someone would call me back. So I left a message about the need for the referral and I would even come pick it up. I requested a call back. It's now a week later and I have not received a call back. I called again this morning, received a different staff member who was polite and appropriate. She said she will mail me the referral. Hopefully she does. Overall, I am unsatisfied at the lack of communication, both about changing appointment times and provider assignment. Auto assigning me a new provider disregards my right to choose. More so, I'm displeased with the lack of professionalism from the one medical assistant. I recommend this practice train their staff in good customer service, and look at improving their processes for changing providers and changing appointments. read more