Alicia R.
1/5
I am very disappointed with my recent experience at this clinic. I had an appointment scheduled for 9:30. I received emails and text reminders with two different times. The emails stated 9:00, and the text messages stated 9:30. I received a reminder call the day prior stating 9:30. On the day of the appointment, I realized that I would be a few minutes late due to local traffic. I immediately called and asked if it was ok to come or if I needed to reschedule. I was told that there was a 15 minute grace period, and as long as I made it before 9:45 it should not be a problem.
I arrived approximately 9:40. I wait for approximately 1-2 minutes before being acknowledged by one of the receptionist who was helping another patient. Once acknowledged, she asked me to sign in. The receptionist next to her typing at the computer then asks for my name. After giving my name, she stated that I’m late and will need to reschedule. I explained that I came from the neighboring town (the Baptist Clinic in that area closed) and was informed on the phone that I could still be seen if I made it within the grace period. The receptionist questioned the source of the information. I told her the person’s name. She replied that the person was from the call center and that she should not have given me that guidance because new patients needed to be there 30 minutes prior to the appointment. Then she reiterated that I could not be seen. She also called the provider at her desk and whispered the situation to her. After hanging up, she said again that I could not be seen and that it was a busy day. I said thank you and left.
She did not apologize for the mixed messaging on their part, she did not attempt to reschedule me, and she absolutely was not empathetic. She showed very little interest or concern. I’m very disappointed with the poor customer service. Kindness goes a long way. I would like to add that this appointment was rescheduled two weeks out to this date due to a scheduling error on the clinic’s part. As of today, I have no appointment with this clinic. I was simply written off, and I’m sure that I was marked as a no show. Due to the pain that I was experiencing, I had to be seen by emergency providers. Based on this experience, I do not recommend this clinic.
