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| - We were referred to North Valley ENT (on 38th Street & Bell Road) by my son's Pediatrician. On our very first appointment there, my husband and 2 year old son waited just under one hour to be seen by Dr. Gutman. They did apologized for the wait, and the actual appointment only lasted 5 minutes. We were told my son needed to have tubes placed into his ears and the earliest they could do this procedure was 4 weeks out. The procedure was at a different office (a surgery center) and went very well. We did have to wait 30 minutes before the procedure, but we were informed ahead of time that we would have to wait. 2 weeks after the procedure, my son had a follow up appointment at their location on 38th and Bell again. The day before they called us and said they moved his appointment time from 4:00pm to 1:30pm (they did not ASK if that was ok, they told us it moved). We told them that was during his nap and would not work for us, then they said 12:30pm and that it would only take 15 minutes max. We arrived at 12:15 and we were not sent back to a room until 1:00pm, the first half of the actual appointment took 10 minutes, but we waited another 20 minutes for a hearing test. After several failed attempts to test his hearing, the doctor walked into the room we were in and said he didn't need to be tested after all. We were walking out to schedule my sons next appointment, it is 2:00pm now and my 2 year old is very tired and cranky. The doctor tells me due to complications that we MUST come in the following Tuesday, however the front desk girl tells me I cannot schedule for another 2 weeks. I explained to her that I was only relaying what the doctor said to me. She doesn't say a word, walks to the back, comes back 5 minutes later, types on the computer and hands me a card. She scheduled my appointment time for the following week at 1:30pm, didn't ask if it was ok, just scheduled it. I drive home to put my angry child to sleep, then call them back and explain that we cannot do appointments during my sons nap time because he needs to sit still for the appointments and its too much of a struggle when he is overly tired. The front desk girl says she cannot schedule any appointments for me for any other days, any other times, or with any other doctors at that office. She says she will have to call me another day. She calls me back at as their office is closing and leaves a message on my phone saying, "Your sons appointment is now the following Wednesday at 9:00am, we are doing this to accommodate you, because of your issues with scheduling." We show up for our appointment and wait 40 minutes to be seen. The actual appointment only lasts 5 minutes. We have to schedule a follow up again. This time I was given three different options to choose my appointment from and chose 8:45am the following week. We show up for our appointment and wait for 25 minutes, my son needs a diaper change so I ask the front desk girl where the restroom is, it is right by the front desk, I change my sons diaper then wait another 25 minutes in the waiting room. I am standing at the front desk, waiting for the front desk girl to come back so I can ask why we have to wait so long, when the nurse calls us back, I explain to her that we have been waiting almost an hour when she says, "I called your name 20 minutes ago and you were not in the office and the front desk girl said you were changing your sons diaper and she would send you back." Well, she didn't send us back or tell me that the nurse asked for us, and so I ask to speak to the office manager. The nurse sends the doctor in to speak with me and he says, "I have been back here waiting for patients so I don't know why they didn't call you back." I tell him I don't like the way we have been treated and that I will not come back again, the doctor then says he will personally schedule my next appointment in two weeks, and that I will be the first appointment of the day, at 7:30am, so this will not happen again. Today was the day I was supposed to have that appointment, I show up to the office and they are closed. I knock and 5 minutes later someone comes to the door and asks why I am there. Another employee remembers me and tells me Dr. Gutman is not in the office and when he scheduled my appointment he did not realize he would be out of the office this week and he, the nurse, AND the front desk staff forgot to call me to tell me they cancelled my sons appointment. The front desk staff at this office are incredibly rude, the practice is unable to see their patients on time (I have heard other people in this office complain that they had been waiting for a long time), and the doctor was unable to keep his word. Above all else, my son STILL has chronic ear issues and pain that has gone unresolved for 2 months now. I am extremely disappointed with North Valley ENT and how they cared for me and my son.
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