This morning I had a 9 o'clock appointment with my doctor.
I arrived at 8:45am and after stepping off the elevator, waited for nearly a full minute for either of the front desk gals to acknowledge me. When they finally did, it was gruff and unfriendly - no eye contact at all or a smile. Now, I work in guest relations, I understand today is rainy and a Monday morning, but honestly, being friendly is your g-damn job.
I told them my name and that I had a 9 o'clock appointment, and was asked "do you have an appointment?" I said I did, at 9 o'clock. She asked me my name again. I told her. She took my license and insurance card and was putting paperwork together for me. She then handed me the forms to fill out.
I sat down in the waiting area to review all the paperwork and realized after a minute or two that she'd given me someone else's paperwork. Now, I am not a doctor or a lawyer, but I am 100% positive that this was in violation of at least two or three regulations. I took them back up to the desk, and the woman didn’t even look up when she said “yeah?” I told her that the forms she’d given me were someone else’s. She snatched them from my hand and said "what's your name again?" I told her my name (for those of you counting) for the fourth time. The other front desk women stepped in at this point and said she'd put my paperwork together. When I was given my forms I filled out the first page and brought the clip-board back. She asked "you're finished already?" I didn't fill out the background sheets - because none of my information has changed. I was told to fill them out anyway. I made a comment about how it's a waste of time because everything is the same as last year, and that they already have all of that information on file, to which she replied "yeah, well, I didn't make the policy."
I arrived at 8:45am and after stepping off the elevator, waited for nearly a full minute for either of the front desk gals to acknowledge me. When they finally did, it was gruff and unfriendly - no eye contact at all or a smile. Now, I work in guest relations, I understand today is rainy and a Monday morning, but honestly, being friendly is your g-damn job.
I told them my name and that I had a 9 o'clock appointment, and was asked "do you have an appointment?" I said I did, at 9 o'clock. She asked me my name again. I told her. She took my license and insurance card and was putting paperwork together for me. She then handed me the forms to fill out.
I sat down in the waiting area to review all the paperwork and realized after a minute or two that she'd given me someone else's paperwork. Now, I am not a doctor or a lawyer, but I am 100% positive that this was in violation of at least two or three regulations. I took them back up to the desk, and the woman didn’t even look up when she said “yeah?” I told her that the forms she’d given me were someone else’s. She snatched them from my hand and said "what's your name again?" I told her my name (for those of you counting) for the fourth time. The other front desk women stepped in at this point and said she'd put my paperwork together. When I was given my forms I filled out the first page and brought the clip-board back. She asked "you're finished already?" I didn't fill out the background sheets - because none of my information has changed. I was told to fill them out anyway. I made a comment about how it's a waste of time because everything is the same as last year, and that they already have all of that information on file, to which she replied "yeah, well, I didn't make the policy."
I’d like to stop here to say again, that if you work at a front desk, IT IS YOUR JOB TO BE FRIENDLY. It is your job to be patient and as helpful as possible. And it is your f-ing job to be hospitable. If you have no interest in customer satisfaction, then don’t work as a receptionist at a busy doctor’s office in New York City.
I’d also like to say at this point that during my “visit” and 46 minute wait in the lobby, these two women working were complaining about having to work the week of the fourth of July, complaining about the rain, complaining about their weekends and one of them (the one who gave me the wrong paperwork) was complaining child-care for her daughter. It did not surprise me that this woman who is not married, (and maybe 20 years old - maybe), has a child with no father-figure to speak of. I shouldn’t judge, but I do.
I’m not a big complainer. I start crying immediately when I even think about confrontation. My mother never had that issue, and would complain about everything. Once, my family was at a Dairy Queen, and my mom saw something unsanitary. She looked at my sister and I and said “I’m going to say something” – we both immediately walked outside and sat in the car. I wish I had the skill to do that on my own behalf. I can compose angry emails, but when it comes time to saying something to someone’s face? Forget it. I’ll crumple like paper.
So here I am world, in a totally unhelpful and useless way; I am stepping up and saying that my morning was unacceptable. I wish I could say that I won’t ever go back to that office. That I’ll find a new doctor who has front desk staff that aren’t horrible bitches. But frankly, finding a new doctor is exhausting and I’m too tired for that noise.
