Called: Sherman Oaks Office
For: Surgical consult
Ms. Kimberly Lopez at extension 105, if she is to be believed, was the worst representative of this company and she and Specialty Eye are should be embarrassed and ashamed by the treatment of their patients.
I called to make my initial appointment to meet with an eye surgeon regarding a proceedure that I require.
I was genial and gracious, as I endeavor to be on the phone, particularly when dealing with medical office personnel as my father is a surgeon (retired) and I worked in his offices when younger.
Say anything you want about the medical profession ultimately it is a service business and the care and service delivered by this young woman was shameful. She showed herself to be glib, unhelpful, rude and, frankly, inept at doing her job. If she represents the quality of care that this company delivers, I would not dare to have one of their physicians examine my eyes, let alone perform the surgery for which my GP (at Lakeside Medical) referred me.
I just wanted to make an appointment.
When, I asked to speak to some other representative that might help me, Ms Lopez was the only one there. When I then asked to speak to her supervisor, she was not in the office. when I then asked for the office manager, She had gone home for the day and when I said that I wanted the office managers name she put me on hold for over a minute, perhaps hoping that I would go away. Sha came back and said Diane or some such. So I asked for a last name, and she said she wasn't allowed to give me that information. Really? Did she somehow get the feeling that if I wanted the name I wouldn't be able to get it somehow... Anyway, I asked for the office manager's voicemail or her direct supervisors voicemail to which Ms Lopez told me that there was NO VOICEMAIL. I am very comfortable saying that I believe this to be an utter LIE by Ms. Lopez. She went on to suggest that I could call back on Monday. By this time I was livid and I informed her that I was going to contact my doctor and tell him exactly how I had been treated by the company to which I had been referred by him and that he would likely be contacting the doctors at Specialty Eye are and might stop referring patients to them, she seemed as though she was used to making people angry and upsetting clients and potential clients all the time.
IS THAT HOW SPECIALTY EYECARE DOES BUSINESS?
Does this company care so little for their clients, so little for their business? I cannot believe that the supervisors of the office staff or of the scheduling staff are not aware of this type of behavior by their staff. I don't believe for a moment that I am the exception. And if the office management is so lax about the behavior of their staff, they do not deserve their position anymore than Ms. Lopez. She should be dismissed immediately. Her replacement should be trained and at the very least know the locations of the offices (not just the street addresses, but what area they are in relative to one another and the city(s))
They should understand the importance of the idea that they represent the company and the individual doctors therein.
The staff at the front desk and on the phones are the ambassadors for the business and the Dr's. They are as important to the business as are the med techs, PAs, NPs and even the Dr's.
In this event this ambassador was a dismal failure, an embarrassment and a detriment to the company. Why would I give my business to a company that can't keep its house in order? This woman should be fired and her supervisor, at the very least, reprimanded and restrained. This was not the way to treat and speak to a patient, a senior citizen or any person.
