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| - I have mixed feelings about this office. Dr. Allen himself was really great, but the rest of the staff and service I have not been happy with. The first visit I went to was an urgent care visit. I waited for a long time to be seen and the reason was because the staff had no new patient forms available. They had to find a new patient form of another patient and white-out their information in order for me to fill out the form. That was strike one for me.
The second strike out came when I got a voice message super early in the morning (before 7am) from a doctor saying that my blood results came back as me having severe hypoglycemia and that I was at a dangerous level. No # was left, so I called the office and they said that no one had called me and left a message. I told them that that was crazy because someone had and had said that they were from the practice.
I had to do a lot of calling to my insurance and researching online to discover who had called me. It turns out that the office tag-teams with another office for emergency calls like that and I had received a call from the other office. The staff that I spoke to at Dr. Allen's office had no idea that they worked with another office on emergency calls. (?!?!) I was surprised that they didn't know this. The lack of communication is obvious.
The third strike came when the physician's assistant I saw didn't know the answer to something and so she pulled up WebMD in front of me to research! I was incredulous, because that is something that I could have done myself and had just paid a co-pay for her to research the answer on Web MD. I was not okay with that. It was unprofessional and communicated a lack of medical expertise.
The fourth and biggest strike came when I asked if I could have a doctor call me back about what I needed to do with the hypoglycemia and no one called back. I called back several times 2 days in a row, asking to talk with a doctor and no one ever called back. My blood sugar got so low to the point that I was super dizzy and starting to see white flashing lights. I was persistent and finally spoke with a physician's assistant who told me, "Your levels are dangerously low and you need to go to the ER immediately." This set off a spark for me and I demanded to talk with the doctor because I had been calling for 2 days and no one had called me back, even though they knew my levels were already at a dangerous level and had dropped even further since then.
I demanded to talk with Dr. Allen and he deeply apologized, saying that he was going to work with his team about improving communication with them. I expressed my grievances with the staff and how I had been treated and was told that it would be worked on.
I was willing to forgive and give them another chance, but then it happened again where I was not communicated to and had to call them several times for an answer, so I am looking for another doctor's office. It's sad, because Dr. Allen himself is a wonderful doctor, but his team needs to have better communication, more professionalism and a stronger work ethic, especially with cases that are considered emergencies or urgent cases like mine was. There needs to be more organization among the majority of staff and responsibilities and patient customer service needs to be taken more seriously or I can see them losing a good portion of their patients to another doctor's office who takes these important things into consideration and incorporates them into their practices.
A building can look strong on the outside, but is only as stable as its foundation and that is where I feel like this office is lacking. If it were to take steps to strengthen it's staff, then it would be so, so, so much better. But as it is, it's standing on a foundation with holes in it and because of that and unfulfilled promises, I'm seeking another office and have filed a grievance with my insurance.
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