I am glad you asked. I called a couple of weeks prior to make this appointment. upon arrival, I was told there was no record. I first assumed I had the wrong day. That is possible but was told no, no record of a missed date or a future date. I immediately volunteered to rescheduled as I am very flexible, it was a gorgeous day outside too.
now this is the annoying part. The lady that was checking me in was pleasant enough. She thought she could work me into Bridgette's schedule (Love Bridgette, I am a long time patient, I have been with your practice since the Quivera days) which she did. But not once did I get an apology for the mix up. As a matter of fact, she asked the lady seated next to her about my situation. She on the other hand proceeded to gesture as if it was a tough luck kind of deal all without making eye contact with me. The original lady quickly jumped back in and said No she thought she could get me in. OK, great fast forward thru to a great visit with Bridgette and I'm checking out. I go to the desk thinking I have a co-pay. I have my card out. The second lady is there with another co-worker talking. I wait. Co worker leaves and goes to filing area. Lady kinda glances at me. nothing. I wait. Original lady is in the back in the files. Finishes up her conversation with someone back there before coming towards me to ask, " is there something you need?"
Customer Service is what people remember. It's not the first time I've felt like this about your front desk. It's just the first time I've had a survey. I would definitely recommend the services provided otherwise.
Please accept our sincere apologies if we made you feel badly. We were able to get you in quickly even though there was no appointment on our schedule. With the busyness of our office, this is highly unusual, but a last minute cancellation allowed us to accommodate. We didn't realize at the time that you were upset and felt that we met your expectations by getting you in so quickly. Again, our apologies if we misunderstood.