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http://www.openvoc.eu/poi#funnyReviews
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  • Picture the most calming landscape of your choice. Can you see it? Now, imagine that landscape is surrounded on all sides by brambles and foul-smelling gasses (apologies if your original vision included malodorous thorns). Where there once was a path, there are now obstacles. Yes, folks: my experience now aligns with other reviewers. Dr. Lillo is fantastic: he is still compassionate, a clear communicator, and an excellent doctor. The office staff? Not so much. Indeed, some members of the office staff seem to bar the way just like the brambles marring our otherwise idyllic image. It started out professionally enough. I scheduled an appointment for a physical examination over the phone. I received a reminder call for the appointment the day prior where I spoke with a pleasant person who reminded me to fast. I arrived at the appointed time. And then...then I was told that I did not have an appointment that day. Did I perhaps get the day wrong? Nope. I was told I was not on the schedule at all. Frustrating? Yes. But mistakes happen, so I asked for an explanation as to what happened. That's when all pretense of professionalism unraveled. I was told that someone called me the previous day. I was then asked to provide proof of the call - the same call that they had in their records. I was asked to present my appointment card (logic lesson: this is not possible when one has scheduled via phone). During the course of this contradictory conversation, the representative of Scottsdale Family Health became increasingly rude. When I asked for an apology, the woman at the front desk stated that she felt that I was calling her a liar and, in the same breath, apportioned blame to her colleagues. I understand that mistakes happen. They need not grow into brambles. To prune brambles, office staff can realize that they are paid to represent the company. Instead of compounding the mistake by throwing blame in multiple directions, they can offer sincere apologies. They can offer to investigate the issue. They can provide assurances that they value their clients and will act to prevent future problems. These acts would clear a path to their excellent doctors. Unfortunately, the current behavior reeks and pricks.
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