I just had the WORST experience ever at a Dr's office . Arrived at 11:05 for an 11:15 appt. I signed in and noticed the front desk person on the phone with whom I assumed was a patient. She never even looked my way, or even acknowledged my presence, but I thought nothing of it, assuming once she got off the phone, she would do so. Few phones calls later and the other two persons in the waiting area have been called, still nothing .
It's now 11:22 so I approach her to find out, what's going on with my appt, like I am still waiting to be acknowledged. She responds with 'I have been on the phone and I am only one person and I was going to get to you'. While I understand you have been on the phone, you could have acknowledged my presence and indicated that you would be with me shortly - you know , that's how customer service works. She asked for my name and I laughed and asked what was the purpose of me signing in or filling out the forms online, if she wasn't going to use that information? The clipboard with my NAME on it, was too much for her to pick up and read????? I tell her my name, she tosses a clipboard towards me to fill out more paper work and storms off ... To go complain to her coworkers! I could literally hear them as it's not like they were whispering !
Another one comes out, trying to smooth things over. She says she will now get me checked in! Mark you, I have already been in the office for about 30 mins!! Mins later she calls me, and says 'Our front desk person had an emergency so I am trying to check you in and I am unable to verify your insurance . I have my own patients to see so at the end of day, I will try to verify your insurance and we can reschedule you for another day'. I am livid now as clearly, this is the equivalent of 'we don't feel like seeing you today!' I ask 'what do you mean by you are unable to verify my insurance. Isn't there a number on the back of my card?'
Her :' Yes but I am the phloebotomist and you were rude to the front desk person '. Ahh.. so advocating for myself in how I was treated by the front desk person is being rude? I sat in that office for over 20 mins with ZERO ACKNOWLEDGEMENT of my presence, no welcome in, no I will be right with you, NOTHING, but I am the one who was RUDE????? Are you being serious right now????
So now we are admitting that I am being meted out this despicable treatment because I dare to speak up about being ignored ?? Despite having my paperwork since last Wednesday or Thursday when I made the appointment, along with my insurance information, absolutely no work was done on my paperwork !! I asked for my cards back, and walked out the door!
I am absolutely ok with the office or the DR choosing who she wants as patients, but just be honest and upfront about your selection criteria. If you do not want African American patients, say that upfront! Don't have us come to your office, and then treat us like crap! I refuse to patronize services and spend my hard earned dollars where I am not welcomed! And what I will not do, is sit by silently and accept your despicable treatment !! And yes, I literally sat there and watched a caucasian gentleman approach the desk while I was waiting , and it was nothing but pleasantries, and smiles and being helpful to him!
Your front desk person needs to undergo Customer service training! And the rest of the staff, who tries to LIE instead of standing 10 toes down behind the front desk' RUDE and discriminatory behavior, they should be ashamed of themselves. And rest assured, I am leaving reviews everywhere possible on this office, as your business ethics and professionalism, are disappointing to say the least! read more
