Medical Office Front Office Staff Personnel

[rivaridger1]

Since moving here we've had the occasion to see more then our fair share of medical providers. The reception and help provided by the front office staff has ranged from excellent to horrible, with unfortunately various nuances of horrible being the rule. Often times we deal with people who let you know your presence is an annoyance and an imposition on their time. Many do not respond to messages left by telephone or email until you follow up. Just the other day we responded to a physical therapist's phone message to schedule an evaluation with another phone message. We then followed up twenty four hours later to be first told angrily by the individual answering the phone she only responds to recorded messages in the afternoon and that we could accept an 8 AM appointment two days hence or wait for ten days for the next appointment. We found another physical therapist. We wish I could say this was atypical behavior, but that has not proven to be the case entirely too many times. Do not the physicians/owners realize these individuals are the faces of their practices and that having individuals with an attitude problem responding to their patients in such a manner reflects directly on them ?

[marianne237]

Your view seems to be so correct. I fear these people have few social skills and a lack of training for their positions. Does it matter to the physician? Definitely should. We have let our doctors know when we're disappointed in their staff...replies have ranged from "I'll check that out", or just a shrug of their shoulders.

[Madelaine Amee]

Since moving here we've had the occasion to see more then our fair share of medical providers. The reception and help provided by the front office staff has ranged from excellent to horrible, with unfortunately various nuances of horrible being the rule. Often times we deal with people who let you know your presence is an annoyance and an imposition on their time. Many do not respond to messages left by telephone or email until you follow up. Just the other day we responded to a physical therapist's phone message to schedule an evaluation with another phone message. We then followed up twenty four hours later to be first told angrily by the individual answering the phone she only responds to recorded messages in the afternoon and that we could accept an 8 AM appointment two days hence or wait for ten days for the next appointment. We found another physical therapist. We wish I could say this was atypical behavior, but that has not proven to be the case entirely too many times. Do not the physicians/owners realize these individuals are the faces of their practices and that having individuals with an attitude problem responding to their patients in such a manner reflects directly on them ?

I, too, think this is a major problem in TV medical offices. I have spoken to two of my doctors about their staff and both these medical professionals told me that they love working here, but wish they could get office staff of the quality they had in their former offices. However, I know for a fact that neither of these professionals are paying their local staff what they had to pay in their former practices. So, as with just about everything in life, you get what you pay for.

I have a friend here who worked in a major Northeast hospital. She thought she would go out to work on a part time basis here, she was insulted at the pay scale she was offered and decided to just stay home and enjoy her life.

There have to be literally hundreds of retired professional nurses here who would work a couple of days a week if they were offered decent pay.

[EPutnam1863]

Be careful...in one state the receptionist made a mistake with my appointment. I complained to the attending physician - and was terminated. When I called to find out why I was terminated, I was told it was due to "conflict between personnel and patient." Later I was told that the doctors in that town were trying to get rid of Medicare patients. This was before Obamacare.

[champion6]

:agree: We have found many (not all) office staff to be terrible.

[leftyf]

I have had to complain to my Dr about his staff as well.

[Happinow]

I wondered if it was just me. I got blood drawn the other day at Quest Diagnostics in Traverse Plaza and they couldn't even look up to acknowledge I was signing in. They acted like they were doing me a favor by just talking to me. No personality what so ever. Not in a hurry to get anyone in or get anyone out. This isn't the only office I've felt this way about. However, my primary care physicians office staff are very kind as well as my dentists office.

[Madelaine Amee]

I wondered if it was just me. I got blood drawn the other day at Quest Diagnostics in Traverse Plaza and they couldn't even look up to acknowledge I was signing in. They acted like they were doing me a favor by just talking to me. No personality what so ever. Not in a hurry to get anyone in or get anyone out. This isn't the only office I've felt this way about. However, my primary care physicians office staff are very kind as well as my dentists office.

In contrast to my doctor's staff, Quest in Palm Ridge Plaza on 101 are great. I make an appointment on line and never have to wait. Unfortunately my veins are small and my blood runs very slowly, and the techs who take my blood are great. Also, my Dentist is Dr.Williams at Palm Ridge Dental. All her staff are more mature ladies and they are outstanding, now if we could just do something about the doctors' staff we would be fine.

[graciegirl]

In contrast to my doctor's staff, Quest in Palm Ridge Plaza on 101 are great. I make an appointment on line and never have to wait. Unfortunately my veins are small and my blood runs very slowly, and the techs who take my blood are great. Also, my Dentist is Dr.Williams at Palm Ridge Dental. All her staff are more mature ladies and they are outstanding, now if we could just do something about the doctors' staff we would be fine.

I very much agree. Our daughter has had so many procedures over her lifetime that it is usually hard to get a good stick. They always do it in first or second try at Quest lab in Palm Ridge Plaza. AND we get hugged too..

I think that a lot of people are taking advantage of government funding and taking those courses that teach you how to be a doctor's assistant in nine months. I think they are hired for low pay and many act like they don't have the general knowledge, sophistication or just plain common sense to work for an M.D. It is more than disappointing. It is often dangerous because they have meds and records too often incorrectly posted and hang signs to not tap on the glass and to turn off cell phones that are very rude.

What happened to the nurses and secretaries that were gracious and smart that used to work for doctors?

[Hancle704]

I was shifted by my former employer to UHC Medicare Advantage and then started going to Village Health Santa Barbara office and so far this has worked well. The office staff, technicians who draw blood and do x-rays have been great. No long waits in waiting room, fast appointments when a need arose. My primary care physician never rushes and spends enough time with me dealing with medical problems, questions and concerns. I have also found the PA and Nurse Practitioner to be great too. They also listen, address concerns and have great patient skills. So count me as a one happy patient.

[Blessed2BNTV]

Could this be a sign of the times where younger folks are losing their social skills because of technology and texting?

While I just left the business world, I have embraced technology, however never used it 100% of the time. Had no problem picking up the phone to talk to folks.

Can't tell you the numerous times I asked my employees if they have spoken to customers or our vendors and the answer they gave me all the time was...I emailed them.....my response was...pick up the phone and call them!

[justjim]

Sometimes you get similar treatment at other venues but being in Doctor's office you expect professional treatment by all the medical staff. Staff, in some cases are under trained and most are also underpaid for what their responsibilities and the professional expectations of patients are when they are in a medical facility.

Last year we had a guest in our home who accidentally injured her arm in a fall. Without going into all the details, she experienced front office staff incompetence in one of the walk-in clinics and so I know from her experience that what the OP concerns are regarding medical staff is not an isolated incident. There is a definite shortage of good medical professionals at all levels. No matter how hard they try the medical community just can't possibly keep up with our growth. It will continue to be that way for a while.....

[NotGolfer]

It's ALL in the training! The doctor probably doesn't do it but a office manager or someone that's more experienced may. I so agree with the OP on this subject! I think it's deplorable how some of these staff treat the public. Not sure what the answer if....but to enlighten the doctor is a start. Tell him/her that the front reflects upon his practice and that unprofessionalism isn't going to help.

[nnurse]

We moved up here from South FL and I can't believe how bad the medical care is up here. We wished we would have known. Please please if you have complex medical issues do not go to the villages hospital! Go out of the villages for better care..maybe. we planned our move up here for 3 years.. unfortunately we will be moving back to South FL for better health care...our dream has been shattered.

[Shimpy]

I was shifted by my former employer to UHC Medicare Advantage and then started going to Village Health Santa Barbara office and so far this has worked well. The office staff, technicians who draw blood and do x-rays have been great. No long waits in waiting room, fast appointments when a need arose. My primary care physician never rushes and spends enough time with me dealing with medical problems, questions and concerns. I have also found the PA and Nurse Practitioner to be great too. They also listen, address concerns and have great patient skills. So count me as a one happy patient.

I agree 100%. I'm with Colony and the Speciality care and all appointments on time or earlier. All office staff and techs are very good.

[LuauLinda]

I work at Village Periodontics and Dr. Davis would never tolerate a staff member who was not friendly and helpful to our patients! Those doctors with grumpy employees need to realize we all have a choice of where to go for healthcare and WILL leave because of the front office staff even if the doctor is great! I am lucky to also be a patient at the Villages Healthcare Santa Barbara and everyone there goes out of their way to be kind and welcoming. I believe all their locations are this way because it is built into their vision statement, as it should be! Healthcare workers with no compassion should get a job in a cubicle with a computer, not people!

[golfing eagles]

We moved up here from South FL and I can't believe how bad the medical care is up here. We wished we would have known. Please please if you have complex medical issues do not go to the villages hospital! Go out of the villages for better care..maybe. we planned our move up here for 3 years.. unfortunately we will be moving back to South FL for better health care...our dream has been shattered.

Well, if that is your perception, then you really ARE dreaming.

[Buffalo Jim]

I work at Village Periodontics and Dr. Davis would never tolerate a staff member who was not friendly and helpful to our patients! Those doctors with grumpy employees need to realize we all have a choice of where to go for healthcare and WILL leave because of the front office staff even if the doctor is great! I am lucky to also be a patient at the Villages Healthcare Santa Barbara and everyone there goes out of their way to be kind and welcoming. I believe all their locations are this way because it is built into their vision statement, as it should be! Healthcare workers with no compassion should get a job in a cubicle with a computer, not people!

I am a patient of Dr. Davis and his staff and I have found the care and service to be A++++ .

I am a lifetime Dental -phobe and had major work done by Dr. Davis one year ago . The experience could not have been better as has been the follow-up visits .

Also I am a patient of The Villages Health and have experienced excellent care and treatment by everyone from my Dr. to the receptionists .

[Inexes@aol.com]

Just yesterday I underwent a procedure by a local, very well-thought of, dental surgeon. Arrived for appointment, took care of necessary forms, was to return to waiting room. Started down hall, two young women in scrubs standing in the hallway. One says, Oh, we are ready for you, follow me. Never once did either of these two women offer her name and certainly not her position. Dr came in sat down, said, "your are going to feel a pinch"..... IV started, he left room. All the necessary pre-op apparatus was connected prior to the anesthesia being administered. No one said a word.... now you are going to begin to feel sleepy, not a single word. Not one word of communication from either of these women during this time. Having been an OR Nurse for years, I always stood by my pt, held hand, informed the patient what was happening or about to happen, just to console the patient, give them a feeling they were cared for. I think that professionalism, communication and compassion have gone by the wayside.

[PennBF]

We just ended about 6 months of treatment, (Surgery, Radiation, Chemo, and many office visits) at Mayo Clinic in Jacksonville. Somethings you can be assured of. First that you will not wait long times for Dr. visits. If you are scheduled for 1PM you can be sure that you will be called into the Dr office within 5 minutes or early at 1PM. Second you can be sure the staff will treat you with respect and kindness. Third you will be comfortable while you wait if you are early, etc. Fourth, whatever you need in the way of meds or attention you will get it with concern and kindness. There is no excuse for bad treatments either by the staff or Dr. and for the Dr to tolerate his staff being disrespectable then you can be sure his/her treatment has the same disrespect for your medical problem.:ohdear:

[Shimpy]

rs.. unfortunately we will be moving back to South FL for better health care...our dream has been shattered.

The worst cardiologist I ever had was in Boca Raton and the 2nd worst in the W. Palm Beach area. If I had listened to either I probably wouldn't be here now. There is good and bad everywhere. I'm very happy here with my doctors. I had excellent doctors and surgeon in S.Florida but don't have to live there for great care.

[golfing eagles]

I've generally found the receptionists in TV to be polite and helpful, like 85% of them. The rest wouldn't have lasted 10 minutes in my office. The front desk IS the face of the practice to most people, just as the phone staff is on calls. I've always said the staff gets it's attitude from the top, so to a certain degree those who question the physicians demeanor are correct.

However, keep in mind, that the doctors at TVH and other practices are NOT in charge, they are also employees of a corporate entity and therefore cannot control staff like a private practice. For example, we once hired a med tech who within 2 hrs. on her first day asked if she could have a job where she sat all day since her "feet hurt". My response----Of course you can, and I wish you a lot of luck finding it, GET OUT. The doctors at TVH can't do that.