Last Thursday, I took my niece to her braces appointment with Dr. Cardona. Unfortunately, our experience at the front desk was very disappointing and unprofessional.
Before going into the office, I sent my niece inside to check in while I was next door scheduling an appointment for her glasses. My niece texted me to tell me that the front desk employee, Diana, simply told her to sit down without asking for her name or properly checking her in, even though she had a scheduled appointment.
A few minutes later, after I finished scheduling the other appointment, I went into the office because I wanted to make sure my niece had actually been checked in. I approached the front desk and explained that I was there to check her in. The other young lady at the desk told me that Diana would assist me because she handles the orthodontic patients.
However, Diana appeared to be more focused on her phone than on assisting us. She continued looking at her phone, messages, and what appeared to be Facebook while I stood there waiting. I even took a photo because I could not believe that I was standing directly in front of the desk waiting for assistance while being ignored.
What bothered me even more was what happened afterward. Because I initially spoke Spanish, Diana apparently assumed that I did not understand English. She began making negative comments about us, not realizing that I speak and understand English. I found this extremely disrespectful and unprofessional.
When I asked who the manager was, Diana smiled at me in a way that I found dismissive and inappropriate. I was then surprised to learn that Diana herself was the manager.
As someone responsible for supervising a front desk and interacting with patients and their families, I would expect a manager to set an example of professionalism, courtesy, and attentive patient service. Patients should not feel ignored while an employee is focused on a personal phone, and no patient or family member should have to hear staff speaking negatively about them.
I hope Dr. Cardona and upper management take this complaint seriously and address what happened. Our concern is not simply that we had to wait; it is the way we were treated and the lack of professionalism we experienced. A medical office should make patients and their families feel welcomed and respected, regardless of what language they speak. read more