This review is sorely for scheduling/ customer service.
I came to see Dr. Woo about a month ago for 2 things - my right trapezius muscle (shoulder) & unknown itchy forearms during my sleep at night.
After taking herb powder prescribed by Dr. Woo, my forearm itchiness was gone! It's like magic. My right trapezius situation remains the same, which was probably caused by my cervical disc & poor posture that I found out from a MRI scan about 3 weeks ago. I didn't expect that it will go away with just one session with Dr. Woo. At check out, Winnie (Dr. Woo's wife) told me out of nowhere that they will soon be out of network of Anthem Blue Cross due to cost and how great of a value that I am receiving from Dr. Woo. I found it odd but I totally respect whatever Winnie has to say and I smiled and nodded. She was friendly like everyone said.
After coming back from vacation, I decided to seek help from Dr. Woo again for my herniated disc, I also made appointment for my husband who also suffers from the same problem.
I made an appointment for myself last week. This week, I called the office to check if it's okay to do acupuncture on the same day as my PT session. I am totally new to PT and thought it was okay to do it the same day. Winnie told me that it was not okay, due to insurance billing. And I got re-scheduled to the other day of the same week.
Today, I called Dr. Woo office and left a voice message checking if there is any opening this week to see my husband, just in case there is any cancellation(very common at Dr office). Winnie called me back, and I told her that we wanted one more appointment this week for my husband, while keeping the next week appointment.
Then, she raised her voice and gave me attitude saying that Dr. Woo is very busy, they are fully booked this week and that she is already doing me a favor of scheduling one next week for him. She went on and on saying that she has 2 kids at home, 4 pm is the last one she can fit in a new patient, and it requires 2 weeks in advance to book anything after 4pm. I can hear the frustration and emotion during the conversation. Then, I tried to book ahead for the upcoming ones after 4pm appointment, she told me to have my husband called her directly which I found it very odd. She got very upset when I disagreed, and she started venting how doing my scheduling is wasting her resources. And I am the WORST patient out of all the patients that she has over the past 7 years. I told her in plain tone - I think it's very rude for you to say such things and what you said is not true. Then, she said if both of us are unhappy, she thinks I should find some other Dr.
FACT: My appointment needs to be re-arranged to another day due to "billing" issue, and I agree with her. Then, we just wanted to check if they can fit 1 more appointment this week, and I was treated like that? Who is the worst here? I am usually pretty friendly to everyone, let along she is helping me on scheduling. I am very disappointed at all these.
The whole conversation with Winnie makes me feel that she is doing me a huge favor to be seen by Dr. Woo. Do I or any other patients want to feel this way when they come to a practice? I guess not. There are actually other good acupuncture places around the area - Gen acupuncture, Lei Acupuncture & Herb, Los Altos Acupuncture Center, Julie Hung Acupuncture, Thriving Chiropractic. And their front desk staff are truly friendly, efficient and professional.
I have never had this kind of problem with any Dr office before. I have a feeling that all would have been better if I dealt with non-family member of a doctor when it comes to scheduling. read more