I understand that arriving late for an appointment can create scheduling challenges, and I take responsibility for being about nine minutes late. However, I was disappointed by how I was treated from the moment I walked in. The first receptionist didn't greet me. After I apologized for being late, she looked at me, then helped a FedEx delivery person who came in after me while I stood there waiting. When another staff member came to the window, the first thing she said was, "You're late," in a tone that felt rude and dismissive. I acknowledged that I was aware I was late, but she continued by saying, "This is going to put us behind," and that they would have to reschedule my appointment. When I mentioned that I thought many offices allow a short grace period and that I understood if they couldn't accommodate me even though I was just getting a basic eye exam- nothing crazy hard- she responded, "That's why we ask you to come 10 minutes early." I completely understand if the office needed to reschedule my appointment due to my lateness. My concern wasn't the policy—it was the lack of professionalism and kindness in how it was communicated. A little empathy and respectful communication go a long way. They have no idea why I was late or how my day had been going, A little kindness and respect could have made things go in a total different direction. However, because of this interaction, I chose to leave and will be finding another optometry office. I hope this feedback encourages the staff to remember that even when delivering disappointing news, patients deserve to be treated with courtesy and respect.
