Availability is a big issue. Dr Kates only works Tuesdays, Thursdays and every other Friday, with…read moreno other specialists in the office to cover. This means when biopsy results are in, it may be several days that go by between the time they are available and Dr Kates contacts the patient with the results. His assistants are not able to communicate the results, nor are phone calls or portal messages returned in a timely manner to let patients know this. If you have ever had a biopsy, each day that passes can create increasing angst. When I brought this up to Dr Kates, his tone was one of frustration that he is only one person and can only work so many hours. Although I am sympathetic to healthcare professionals who are overworked, I felt he was upset with me for bringing it up.
Limited availability also means after a surgery, if there is an issue which may not be an emergency, but a concern you just want to inquire about, there is no one other than Dr Kates who can comment or assist. Dr Kates only does surgeries on Tuesdays, with a follow up call on Wednesday. If there is an issue after that, and he is not working, you will not get any type of timely response from him or his office.
The office is closed from noon to 1 every day, with no option for voicemail.
One time I called around 4:25 and the office was already closed for the day. At that point I reached out to Mom's GP, who looked at the photo of her wound and felt Mom needed antiobiotics right away. Had Dr Kates or his office returned my call or looked at the photos I posted on the portal the day before, Mom could have gotten these 24 hours earlier to begin her healing. She is 89, so infections could have serious consequences if not addressed in a timely manner.
A week after Mom's surgery, Dr Kates called to check on her. He told me I had his cell in the discharge instructions. I mistook the phone number for the office one. It would have been nice if his office reminded me of that when I called 2 days after her surgery concerned she was developing an infection. I'll take responsibility for missing his cell on the discharge, but having someone in the office offer this up at the start of my post surgery reach out would likely have saved some angst.
Dr Kates and his assistant don't have a warm bedside manner and don't express empathy towards elderly patients. He does routine surgeries frequently, yet, no instructions on aftercare are sent prior to the procedure. Which means an unscheduled stop to the pharmacy after to get hydrogen peroxide, gauze and other wound care not provided by his office. Also, for someone in assisted living where the nurses don't provide wound care, knowing instructions ahead of time would allow for a visiting nurse to be lined up for the daily care required, rather than rushing around trying to find resources after the surgery.
When Dr Kates arrived in the room just prior to the procedure, he didn't greet or even make eye contact with me or mom. It was very uncomfortable and I felt a lack of empathy and interpersonal skills.
His assistant suggested if return transportation was a problem for the 2 week follow up, I could simply remove the stitches myself. Of course that is not something I am going to do on my elderly Mom and it also suggested the doc didn't feel any need to check out his work and make sure Mom was healing as intended.
I was not allowed to stay in the room during Mom's procedure. When then brought her back out to the waiting area, Mom's sleeve and side of her shirt were ruined due to the amount of blood which resulted from the procedure. I don't know why he just didn't have her put on a hospital gown, maybe he didn't realize the amount of blood which resulted, but that is also concerning for someone performing surgeries as long as he has.
It's an emotional time when you go to a dermatologist with a worrying growth. My perceived lack of compassion and human detachment from this office has led to several recent poor experiences. As a result, we have switched dermatologists.