My appointment was changed from the Mansfield office to the Waxahachie office. I arrived at 4:07 for a 4:00 PM appointment, and was turned away. I was told that all new patients need to be 30 minutes early. The receptionist pointed out a text message that was sent the same day that a telephone message was left that detailed the changed appointment, but did not make any mention to new patients being required to be 30 minutes early. To defer to an automated text over a live persons confirmation with no mention of the requirement to be 30 minutes early is simply not ok. It's poor customer service. I understand how valuable time is to everyone, even though as a patient, our time is never considered while we sit in a lobby for long periods of time. The fact that no accommodation whatsoever was made is frustrating. I listened to the voicemail but did not read past the confirmation text that detailed the time of the appointment, but at the last line was a note that all new patients must be 30 minutes early. That should literally be the FIRST line. As a patient, I do not want to be seen by a Dr that defers to a text message to scold me for failing to arrive "on time." I have a new job that I do not have time where I can be away to come back to a rescheduled appointment after taking this time off. Things are hard for everyone right now. And people who do not want to serve and help people who need it are not worthy of our trust. I'll take my medical needs to someone who wants me as a patient, one who doesn't scold me for not reading an insignificant text message after already receiving a telephonic confirmation that made no mention of the new patient requirement. There will always be those who say as a patient I should know that I have to be 15 minutes early, or however early, but also, when was the last time you were denied to be seen because you weren't 15 minutes early to an appointment? For me, I'm rarely rarely late unless it's out of my control, and this marks the first time I've ever been turned away. So, my recommendation, turn away before you step in the doors to see this Dr.
Signed, a retired, 100% disabled, infantry officer who would have been 30 minutes early had I known to be.
Shane F. | Dec 26, 2023
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