T S S.
Staff Needs to Communicate with Patients Better
MECHANICSVILLE, VA LOCATION: The exam portion of my visit went fine. I was treated for my sinus infection. The part that wasn't so great was the communication about the Covid practices. I called and spoke with someone to verify I could still make an appointment online and how they were managing Covid precautions. I was told to make my appointment online, check in online and show up at the scheduled time. I arrive, checked in online in my car and walk in masked, of course. I was then directed to check in again on the communal ipad, and go sit in my car to wait for a call. After 20 minutes of waiting and 15 minutes past my appointment time, I receive the first call to ask me all the questions I answered on the check in which I have done twice electronically. A few minutes later I receive another call verifying my insurance information. At 55 minutes past my appointment time, I receive a call and when I answer "Hello" I was greeted with "Are you coming?" Luckily the caller id showed BetterMed so I had an idea what the person meant and was able to sort out the miscommunication pretty quickly but it was unnecessary. I spoke with 2 or 3 representatives while in the parking lot via phone and the communication was generally poor- asking a question, then speaking over you when you try to answer, not properly identifying themselves which is why I do not know if it was 2 or 3 representatives I spoke with, and just a general discourteous and dismissive attitude. I was going to let it slide in consideration of Covid stress but I keep getting emails daily asking for this review/feedback.