Hurley And Riverside Practices
ET
Evelyn T. 3 years ago • From Google
Bad
The administrative team at the clinic has largely fallen short of meeting my expectations as a patient, particularly in their responsiveness to queries and concerns I have raised. I understand that the administrative staff are managing a backlog of correspondence, which raises questions about their efficiency in handling their responsibilities. In contrast, my two regular clinicians have been outstanding. Unfortunately, the administrative staff's overall performance has been disappointing, especially regarding their communication approach. On multiple occasions, I have found myself acting as an intermediary between the practice and my hospital to resolve my own healthcare matters, including arranging my own appointments, coordinating referrals for hospital transport, and even assisting with my mother's medical administration. This situation is concerning. During one interaction, an administrative team member appeared keen to end the call quickly rather than engage in a courteous conversation that would allow me to fully explain my situation. This same staff member has expressed frustration about my e-consultations and frequent calls, yet these contacts are necessary due to my urgent healthcare needs, which are no different from those of any other patient. If the administrative team were more proactive in their role, I would not need to follow up so persistently. While the staff receive training, it appears they would benefit from more comprehensive development, particularly in customer service skills. Once improvements are made, I would expect to feel more satisfied with the service and see better overall performance. At present, I can only rate the practice one star.
Robert H.