If I could give zero stars, I would. I was a new patient and had also scheduled appointments for my two children. When I arrived at the office for my appointment, I stood in the waiting room (with no one else present). The women behind the desk were talking about a jury duty summons. One woman glanced at me, then turned back to continue the conversation. The second woman also looked at me but didn’t acknowledge my presence. After waiting a moment, I politely said, “Excuse me.” The first woman responded, “Are you the 11 o’clock?” I confirmed, and she immediately returned to talking about her jury duty.
At this point, I was stunned by the complete lack of customer service. I told them I was a new patient and had been completely ignored. I asked if their personal conversation could wait, considering I was here for an appointment. The first woman responded that it wasn’t a personal conversation, but rather about her jury duty summons. I expressed that, to me, it was still a personal conversation, and I was there for an appointment — not to be disregarded.
She then stated, "Well, if I'm on jury duty for three weeks, this office is closed." I asked if she was the office manager, to which she replied, “No, I’m the DOCTOR.” I was absolutely floored that the DOCTOR would treat a new patient with such disregard.
There was no apology for her rude behavior. I told her that if the office would be closed for three weeks, perhaps it should stay closed if this was how new patients were treated. I then asked her to cancel both my appointment and my children's appointments, and I left. The second woman remained silent, though I could tell she seemed uncomfortable and perhaps wanted to intervene, as she nervously smiled while standing in the doorway.
It’s difficult to trust “Dr.” Mahaffey with your eyes when she can’t even seem to notice the people right in front of her.
By the way, Dr. Mahaffey, you likely won’t have to worry about jury duty if you claim hardship, considering you own your own business.
I truly hope others have a better experience, but I won’t be returning. I wanted to support a local business, but Dr. Mahaffey could definitely benefit from some customer service training to improve the patient experience.
