I started going to Dr. Richmond years ago. Service was great and she was very attentive, so naturally I returned to her when I returned to Houston. My 1st year back, service was ok. However, I received a lab bill for a 100% covered visit. I called and emailed several times and was assured that this would be taken care of. Fast forward, the bill was placed in collections. I was told that I would receive orders for other services, never happened.
This year, I decided to give her office one more chance. When I scheduled the appt, I was not informed that she had moved. My appt was rescheduled 3 times with 24 hr notice with no explanation after I had already waited a month to be seen.
Upon arrival to the appointment that they finally didn't cancel, her staff sat at the front desk and did not acknowledge me at all, but talked amongst each other. They then claimed to have called me several times for information. That was a lie. I discussed my experience with Dr. Richmond. During this visit, she was very different. Not personable, no real questions pertaining to my health. The next week, an office person called me to schedule a telehealth visit to discuss my labs. I had already requested them so that I can be aware of anything happening with me. I inquired if there was a fee associated with the telehealth call. I was told that they would call me back. Guess what..no call.
This past week, my BP spiked. I called the office several times over days..no answer and the voicemail is full (This is During business hours). I finally get an answer. Explan that I would like a telehealth visit because I'm concerned about my BP. I told her what it was ranging. Per the worker, she called Dr. Richmond (who was not in the office) and Dr. Richmond agreed to do the visit on the next day. As a true medical profession, there was no advice on my BP reading when in actuality, it should have been medical advice given even if it was instructing me to go to the ER. We discussed my co-pay ($30..mind you I already knew this because it's printed on my insurance card). I explained that I have a work appt and would appreciate the appt happening at the agreed time. Fast forward...the time comes and no call. I wait 15 minutes and call the office. No answer, voicemail full. I called back several times. Eventually a male returns my call. I explained that I had a telehealth visit, but no one called. He agrees to confirm and then calls me back. The first call back said that she was not answering for him. The second callback said that Dr. Richmond didn't call, because I didn't pay my "$75" co-pay. I explained that my co-pay is $30 and that no one requested this yesterday when I called or I would have paid. He then tells me that he's trying to do me a favor. HOW? It's not my business to run. I'm a patient. It's not my fault that this office is in shambles. He said he would try to contact Dr. Richmond again. I knew when I hung up that phone that I would never communicate with this office again. Unprofessionalism at its best.
SN: I'm in the medical field and I often extend lots of grace. read more
