Sarah Sarah
1/5
I am incredibly disappointed with my recent experience with this doctor's offices regarding an Orthognathic Jaw surgery consultation. After months of anticipation, my appointment was not only mismanaged but also a complete waste of my time, energy, and resources due to the sheer incompetence and lack of communication within the office.
Months ago, I scheduled a consultation through Zocdoc for Orthognathic Jaw surgery. This was a critical step in my healthcare journey, and I had been looking forward to it with both hope and apprehension, given the nature of the procedure. As the date approached, I wanted to ensure that everything was in order, particularly regarding my medical insurance coverage. On the day before the appointment, I took the proactive step of contacting the office to confirm these details.
When I called left a message, my call was returned and I spoke with Sydney at one of the offices. I was in shock when she told me that I wasn’t on the schedule at all! After checking my records, I was confident that the appointment had been booked correctly through Zocdoc, and yet here I was, being told that I didn’t have an appointment. The situation was confusing and distressing, but Sydney assured me that she would look into it.
After a while of speaking the conversation ended without an appointment. Sydney called me back, this time confirming that I did, in fact, have an appointment for the following day as scheduled. Additionally, she verified that they accepted my medical insurance for this particular procedure, which was a relief given the importance of the consultation. I was reassured and felt confident in proceeding with my plans.
However, the following day, my experience took a drastic turn for the worse. I arrived at the office, prepared for my consultation, only to be told by the receptionist that there was no appointment scheduled for me. Not only that, but they also informed me that they didn’t accept my insurance for the consultation. I was stunned and frustrated. How…? I had just spoken to Sydney the day before, and she had confirmed both the appointment and the insurance coverage. The office staff suggested that I check with their other office, as they were “sure” the other location accepted my insurance. Desperate for some clarity and resolution, I stepped outside and called the other office. To my disbelief, the other office informed me that they also did not accept my insurance. I was now standing in the parking lot, having wasted time, gas, and energy, feeling completely disrespected and disregarded by the entire situation.
This experience was not just a minor inconvenience; it was an absolute failure on the part of the doctor’s offices. The lack of communication between offices, the incompetence in scheduling, and the misinformation about insurance coverage were all unacceptable. As a patient, I rely on medical professionals to handle these details accurately, especially when it involves something as serious as a surgery consultation. To be treated with such carelessness is not only frustrating but also disheartening.
I want to emphasize that this was not just a simple mistake—it was a series of failures that could have been avoided with proper communication and attention to detail. Sydney’s initial oversight in not finding my appointment, followed by the incorrect confirmation of both the appointment and insurance acceptance, set the stage for what became a complete waste of my time.
I strongly urge this office to review their scheduling and communication processes. Patients deserve better than to be treated with such disregard. It is unacceptable to make someone wait months for a critical consultation, only to mishandle it so thoroughly. I also suggest that they provide better training for their staff on handling insurance inquiries accurately, as this is a fundamental aspect of patient care that should not be overlooked.
