Ma Raquel Soriano
I’m sharing this feedback in hopes it helps improve patient communication. I called the office today with a very simple request, to relay a message to the staff member who handles return to work letters. Instead, the interaction became frustrating because I felt my concerns were dismissed from the start by one staff named Mia/Maria and the manager, Josett. I was told I needed to wait 3 to 5 business days even though I had already spoken with the person handling my note and she confirmed it would be sent by the end of the day. I wasn’t asking for anything difficult..just to pass along about the return to work date. The staff member who answered the phone seemed impatient and didn’t listen to the context I was giving. I ONLY became frustrated after feeling UNHEARD. When I asked to speak with the manager, the response also felt unhelpful. The manager had a tone that came across as somewhat condescending which made the situation even more frustrating. As someone who works in healthcare, I know how important patience, empathy, and active listening are…especially because patients often call during VULNERABLE moments. A little COMPASSION can make a huge difference! If it weren’t for today’s phone experience, I would have given this office 5 stars. My providers Dr. Wright, PA Joe, and PA Ashley..have been amazing especially PA Joe, who has seen me the most! I’ve also had wonderful experiences over the past two years with Helen and the lovely staff member who wears big eyeglasses, speaks spanish..and always greets patients with a warm smile. They all are the reason I’ve stayed with this location aside from the fact that I needed to stay.. and why I’ve ALWAYS felt supported in my care. I hope this feedback encourages the team to listen more carefully BEFORE giving standard or generic responses. Patients often provide all the information needed…you just have to hear them. EMPATHY and PATIENCE go a long way..and they can COMPLETELY CHANGE someone’s experience during an ALREADY DIFFICULT TIME.