| rev:text
| - Two weeks ago I called the office to ask if they would see me for my issue relating to middle finger nail splitting down the middle. When I called up the office, they said they did not know if Dr. Lee would be able to assist. I offered to send a picture of my finger for him to make a judgment call, and was informed that they don't receive emails. I let them do their research and received a phone call the following week that they would see me.
When I received the call, I was asked to fill out patient forms online beforehand or come in early. I received a generic email after the phone call stating I made an appointment but no information on filling out the forms. I assumed their be another email, but that wasn't the case. So I figured it would just happen in office.
Fast Forward to yesterday, I received 2 calls within 30 minutes of each other where I was reminded about my paperwork and told that I must fill out the forms or come in early. The 2nd woman actually seemed to argue about it. She told me they were previously sent to my email and I should check my spam box. So after I got home from work, I checked my email to find that same generic email with thanking me for becoming a patient. I did not see any special email that gave clear directions on the forms necessary, but due to my tech savviness of being from the age of internet, I was able to find relevant forms under my name in the patient portal. This required me to look up my patient ID in their system and have it emailed back to me. I filled out the forms, and got excited about today's appointment.
Today, I arrive on time for my 8:35am appointment and I'm asked to fill out more paperwork by their staff. Also, I am asked 2 more times by front desk staff if I filled out the forms online. Couldn't they be a little less disorganized? I fill out the paperwork, and try to hand it to the staff at the front desk. It takes a few minutes before another nurse from the backroom comes out and takes it from me and places it on the poorly attended front desk. The nurse was nice and could tell I was irritated, I suppose she is always going the extra mile to keep customers at bay by doing stuff outside of her job responsibilities.
After that mess was over, I began the process of waiting. I waited almost an hour, watching other patients who arrived later get seen earlier. It's understandable to wait, but I was one of the 1st appointments this morning. Finally, a nurse came out and brought me to my doctor's very humble consult room. She talked to me a bit about my issue and reassured me the doctor would assist. She took my blood pressure and asked a couple of questions about height and weight. She then says they will do an X Ray of my unbroken hand for medical record, she says it in a manner that doesn't seem optional. I tell her I am uncomfortable with doing one because I haven't even seen the doctor yet. She complies, but I can easily see people falling for this all the time. She says we can make the call after I see the doctor.
After an hour and a half of waiting in total (waiting area + consult room) my doctor enters and pleasantly greets me. We shake hands and he asks me the same questions I've already answered in forms and to staff. It gets old giving the same spiel to everyone. I don't want to bash the doctor, because he was nice. But nice isn't really good enough. He tells me straight up that he hasn't quite seen my case before, which is cool. He then goes into a little list of the possibilities. So he tells me it (worst case scenario) could be a tumor under the nail and we should do an MRI and XRAY and maybe even a biopsy. Or he said I could go to this other guy and just get a biopsy for a better price. In a nut shell, he said "stay with me and spend a crap load of time and money" or be smart "and go to so and so." I think the first choice is was stated just so I would have to pay, because I cannot think of one person who would do all of that for a split nail with no additional symptoms. The doctor said he would, but of course he has the motive to see me again for those extra expensive treatments.
After less than 10 minutes with the doctor Googling the other doctor's # and going over what if scenarios, I proceed to checkout. That's fine and dandy, they couldn't help me on a reasonable time and money budget. I get to the front desk, and I was expecting to pay nothing or at most $50. When I am told that my co-pay (80/20) would be $120. My jaw dropped and I exclaimed "what!" I then proceed to tell that I came here on the false pretense he'd be able to provide a service. After a while of bickering and more waiting, I paid $100. I am kind of exhausted writing this review and even just thinking about it. They don't really handle customer disputes and the staff is moderately desensitized because they probably deal with this all the time. Some staff are nice, some staff don't care, but they definitely don't mind wasting your time and money.
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