Critical: CommunicationOver a week ago I booked an appointment for a treatment with an RN. The receptionist who helped me at the time, kept on putting me on hold before she communicated verbally that I have an appointment for today, Thursday, April 8th at 9:45 am with Barbara, RN.This morning I showed up for my appointment and the receptionist present stated that my appointment was made for tomorrow morning, Friday at 9:45 am. She gave various reasons as to why I have misunderstood the day, trying to convince me that I had made a mistake. She asked me to check my apptm. confirmation text and I stated that I haven’t received any. I also stated there wasn’t any mistake on my part, as I requested a Thursday appointment and was provide one on the phone, for 9:45 today. The receptionist present realized that another colleague had made a mistake and apologized. She had also requested that I decide on the spot if I was keeping the erroneous appointment for tomorrow, as the office was going to charge me if I was cancelling less than 24 hours in advance. Very poor public relations skills, as my position wasn’t in the wrong. Should I demand a discount equivalent to the practice’s charge for late cancellation? I probably should. A discount or a bonus service should be offered by the practice considering I am paying at the time of service.I am totally displeased with the handling of the situation, as I drove 1 hour each way from Whittier for this appointment.Daniela S.Over a week ago I booked an appointment for a treatment with an RN. The receptionist who helped me at the time, kept on putting me on hold before she communicated verbally that I have an appointment for today, Thursday, April 8th at 9:45 am …More
Over a week ago I booked an appointment for a treatment with an RN. The receptionist who helped me at the time, kept on putting me on hold before she communicated verbally that I have an appointment for today, Thursday, April 8th at 9:45 am with Barbara, RN.