June 12th 2018, I called The utica park office on Lynn Lane in Broken Arrow to have a referral sent over for a specific specialist Which I provided all the CORRECT information for the referral.
A specialist contacted me June 14th only to tell me that there must have been a mistake. They are a children's Specialist and It was for a Dr. That I've never even heard of his name. Wasn't the Dr I wanted to see originally.
Ok, No biggie. I call my Office back on June 14th , Ask them to send another referral over. Only this time I haven't heard back from anyone after a week. I contact the Utica Park Office today June 20th to confirm the referral was sent to the CORRECT DR. The 1st person I spoke to placed me on hold and then hung up. I waited 15mins to see if i would get a call back. No call back! Called again. 2nd lady I spoke to answered what questions I had.
I wanted to speak to a Manager to express my concern about this whole ordeal.
The Manager Toni, wasn't very much help.
She answered the phone and said how can I help you?
you'd Think she'd be briefed on the situation so I wouldn't have to explain everything ALL OVER AGAIN.
She did apologize in the beginning, however when it was her turn to speak she went on to place blame on the specialist and said that it's not her job or the persons at the front desk job to handle referrals.
At this point, She not taking ownership of anything, She's deflecting from acknowledging my frustration. Overall, Piss poor customer service. I advised to her I didn't want to have to call yet another person to have a matter resolved that should have been resolved when i called in the first time.
So I asked her if she could confirm that the referral was sent, and call me back. As I as at work while taking this call. Her tone changed and she did begin to become aggressive over the phone.
Now after talking with her about 8 mins.
She then asks me for my name???? That really upset me.
Keep in mind, I've told her and the lady before her my name already.Then she has this horrible tone when asking how to spell my name. I said "Wow" when she asked for my name, The manager replied "Wow"
totally unprofessional!
My question is, Why isn't my info pulled up,
If you're going to speak with a customer who's frustrated. Do you document any accounts when a customer has issues??
where is the accountability?? She told me she didn't have my account info pulled up.
which to me is unprofessional.
She advised she would follow up back.
She called back 10-15mins and left a voicemail of a specialist and proceeded to provide the number. Then number she provided was "MY OWN Cellphone number"
after listening to the voicemail I'm just dissatisfied with the level of service.
She then leaves another voicemail with the correct number.moments after the 2 voicemails, The specialist calls me to set up an appointment!
Why couldn't I get that same level of service from them on the 14th of June?
I had to ask for a manager and then call the manager out on her poor service, Just to get a call from a specialist the same day whom i've been waiting for the call since June 12th technically! No patient should have to deal with the back and forth of dr offices.
This needs to be addressed. I've been a customer of Utica Park Clinic and I absolutely Love Dr Chow and Nurse Susan!
but that front desk staff really needs to learn how to treat people. read more