I am extremely disappointed with my experience today at PDS Medical Group Laveen, particularly with how my concerns were handled by both the front office and management.
I initially spoke with Carla at the front desk, and I found her behavior to be rude and dismissive. She repeatedly cut me off while I was speaking and refused to allow me to speak with the office manager, Sergio. When I asked her to simply leave Sergio a message requesting that he call me before the scheduled appointment time, she refused to do that as well.
Because I was unable to get assistance from my own medical office, I contacted the PDS Phoenix location. I spoke with Alejandra, who was incredibly kind, empathetic, and helpful. She immediately tried to assist me and even contacted the Laveen office on my behalf. The difference in how I was treated was remarkable.
When I arrived at the Laveen office, I spoke directly with Sergio. Instead of addressing my concern, he told me that he was "disappointed" that I had contacted another PDS office. I was equally disappointed that his focus seemed to be on the fact that I sought help elsewhere rather than why I had been forced to do so in the first place.
Even more concerning, Sergio told me that Carla "was not rude," effectively dismissing my experience rather than asking what happened or attempting to understand my concern. He then told me that I needed to trust his staff because he was not always going to be available.
I completely understand that an office manager cannot personally handle every situation, nor did I expect Sergio to always be available. What I did expect was the basic ability to leave a message for a manager and receive a return call. Trusting staff does not mean patients should accept being spoken to disrespectfully, repeatedly interrupted while trying to explain a concern, or prevented from escalating an issue to management.
If Sergio is overwhelmed with his management responsibilities or does not have the capacity to address patient concerns when they arise, then he needs to seek additional support from his leadership. A manager does not have to personally resolve every issue, but dismissing a patient's concern because he cannot always be available is not an appropriate solution. There should be a clear process for concerns to be heard, escalated, and addressed professionally.
What makes this experience particularly disappointing is that Sergio has been great in my previous interactions with him. That is why I was genuinely shocked by his response today. I wasn't asking for special treatment. I was asking to be treated respectfully and to have a legitimate concern heard.
I was ultimately able to speak with Dr. Thai about what occurred, and I appreciate that I was given the opportunity to discuss my concerns with her. At this point, I am requesting a call from the Regional Director to discuss how this situation was handled.
Patients should be able to raise concerns without being dismissed, talked over, or prevented from communicating with management. The treatment I received from the Laveen front office, followed by the response I received when I attempted to address it with management, was unacceptable.
What makes the situation even more frustrating is that another PDS location demonstrated exactly how this could have been handled. Alejandra at the Phoenix office listened, showed empathy, and immediately tried to help--even though I am not a patient at her location. That level of compassion and professionalism is what patients should be able to expect from every PDS office.
Thank you, Alejandra, for listening, caring, and stepping in when my own office would not. read more
