I had an appointment today – one that was set up six months ago. I showed up and I was told that Dr. Kaiser only has appointments on Wednesdays (and today is Monday). The receptionist indicated she was having phone trouble and was unable to reach me last week to inform me that my appointment would need to be rescheduled. She acknowledged that because they did not reach me by phone that they chose to keep the appointment, knowing I was not able to be seen by the doctor. I told her I got a text to confirm my appointment. She said yes, I would get the confirmation since my appointment had not been canceled by them. Why would they not cancel my appointment when they knew the doctor was not available for my appointment? I took time off of work for this appointment – during a very busy time. Not good customer service.
This isn’t the first bit of trouble I have had with this office. I had a prescription expire and the specialty pharmacy tried calling the office for over three weeks to secure a refill. No reply. My prescription finally ran out and then I had to get involved. It took me three messages – with increasing urgency – for the prescription to finally be refilled.
For as long as I have been patient, I have been told the practice has phone issues. I am not sure if that is the problem or if the office is short-staffed or if the office is just poorly managed. This office has real challenges in terms of being accessible and responsive to its patients.