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| - My mother has been seeing Dr. Goldfarb at the Glendale office for a couple of years and he has always been great. Their front office and scheduling departments, not so much. My mom had an appointment on April 13 and we arrived on time, I signed her in and on the sign in sheet there is a column to enter the name of the doctor you are seeing. They also have begun printing a hospital bracelet with the patient's name, birthdate, date of appointment and the doctor's name on it. They placed this bracelet on my mom's wrist and then we waited, and waited. After about 30 minutes I went to the check in window to ask how much longer it would be. The woman asked me which doctor my mom was seeing and I said Dr. Goldfarb. I was told that Dr. Goldfarb was not in the office that day and we should have gotten a phone call to reschedule. I told her we did not get a phone call and asked what phone number do they have on file. She read a number from my mom's chart that is not now, nor never has been a phone number we have had. I have filled out numerous patient update sheets during previous visits and always wrote down my cell phone as primary contact, I guess no one ever read those updates. I guess no one read the sign in sheet either to see that I wrote Dr. Goldfarb's name on it. I also don't understand how a hospital bracelet was printed and placed on her wrist that also included Dr. Goldfarb's name on it, I guess no one reads those bracelets either to make sure the correct bracelet is placed on the correct patient. Which leads me to another issue we witnessed while we were there. A woman sitting across from us was given her file to update her personal info. She got halfway through before she realized that she was given another patient's chart. Not good.
I asked when my mom could be rescheduled and was told it would in two weeks. I said she had bloodwork done two weeks ago, would those results still be OK? They said bloodwork is only good for four weeks, she would have to have blood drawn again, another trip. I asked if her insurance would be billed again since the first blood draw was now useless, I was told yes, the insurance would be billed again. They would not even try to reschedule her within the time that the bloodwork was still good. I asked to speak to a supervisor because my mom was very upset. I was given a business card for the practice manager. I called later that afternoon and her voice mail box was full, wow. I left a message but did not receive a call back. I called the next day, mail box still full, left message, no call back. I called the office and said I have been calling Ms. Torres for a couple of days but her mail box is full and she has not responded to my messages. I was put on hold and then Ms. Torres came on the line. I told her what happened
and asked why patient update forms were not read to update info so our phone number would have been correct so we would have received a phone call to let us know Dr. Goldfarb would not be in on the 13th. Why the sign in sheet with the doctor's name on it is not looked at by front desk personnel and how is it possible to print a patient bracelet with the doctor's name on it and not realize that this patient is here for nothing that day? She offered no credible reasons for this and I really do understand why; no practice manager wants to simply say that this terrible level of care stems from incompetence, indifference and just not paying attention to your job.
We have had my mom's records transferred to a new oncology office and can only hope for better results at this other practice.
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