I had a very disappointing and concerning experience with the Lincoln Heights health clinic call center. The customer service was extremely poor and, frankly, unacceptable. I witnessed a situation where a mother was trying to schedule an appointment for her baby. She made a genuine effort to communicate in English, but the staff member on the phone repeatedly acted as if she could not understand her. Instead of offering support, the staff member told her they could not take her call if she did not speak English “appropriately.” When the mother politely requested a Spanish interpreter, she was told that they do not see patients who do not speak “perfect English.” This is not only unprofessional but also deeply concerning, especially for a public health service that should be accessible to all members of the community. As a social worker present during the call, I stepped in to clarify the request and asked the staff member for her name. Instead of addressing the situation, she hung up the phone. This experience reflects a serious lack of cultural competency, professionalism, and respect for patients. Access to healthcare should never be limited by language barriers, and no patient should be treated this way. I strongly urge the clinic to review its policies, provide proper training, and ensure interpreter services are available and offered respectfully.
