9/15/2017 -update. Received a follow up email from Sondra Hoffman, CEO extending apologies. I'll provide more feedback after my March 2018 visit.
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Before I go on my rant, and yes it will be a rant, I need to point out that the clinical staff and doctor deserve a 5+ for being courteous, professional and genuinely concerned about my vision and patient experience. It begs the questions “why do some people enjoy their jobs and others seem to hate it?”. Perhaps executive management has some leaders on the clinical side and none on the business side? Bad managers hire worse employees. Then they fire them or drive off the good ones, providing hover and cover excuses for poor satisfaction ratings.
When I enter a business, I expect a greeting such as “hello” or “welcome” or “how may I help you”. Instead Debbie Downer and her protégé Negative Nadia barely made eye contact before asking “do you have an appointment?” The coin basket on the Expressway exit has a warmer greeting and more personality. Strike 1. Not unexpectedly, I was asked for ID and Health Insurance and it was provided. Unless you are a prison guard or a drill Sargent, it’s customary to ask people nicely for something and thank them when they provide what you have asked for. Unfortunately Debbie Downer and Negative Nadia not only skipped charm school, they failed Manners 101 by totally omitting terms like “ may I” or “would you mind?” or “thank you” , nope – none of that. Strike 2. The last straw was being asked “so, why are you here today, are you having a health issue?”. Well this might have been a good time, in front of ten other patients, to elaborate on my three-day bout of diarrhea or ED situation but I decided to spare the others around me from being dragged into a HIIPA violation incident and errored on the side of discretion. Not for a moment did I believe the dynamic duo of depression were interested in my actual issue but rather focused on filling out paperwork or checking a box on the computer. It was as though they wanted me to justify why I needed to be here or at least help them do their KIOSK jobs. Had I been asked to validate what was in the computer my irritation level would have been in the safe zone. A smile, some manners and compassion would have gone a long way but instead Strike Three.
Now I don’t know if Negative Nadia and Debbie Downer just found out they both have stage 4 lung cancer upon my arrival or if they both just got evicted from the battered admins shelter, so I can’t judge what made them that way or if it’s a onetime thing. On the other hand, the vibe behind the counter was cold, distant and not likely a bizarre coincidence of bad luck. Maybe every person before me was a complete A hole and they had used up all their kindness prematurely? Florida Eye management either needs to be terminated or taught how to deliver patient delight. Yes, I said it – delight. Robots can not only do everything you can do without the crappy attitude, they can be programmed to smile and be polite. If you can’t accommodate that simple task then get a job that includes zero human contact and install a vending machine with a happy face on it. I’d give a coin laundry machine four stars over what I experienced today.
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Orlando Health Physician Associates proactively measures clerks and receptionists performance around courtesy and respect.
All USA
9/15/2017 -update. Received a follow up email from Sondra Hoffman, CEO extending apologies. I'll provide more feedback after my March 2018 visit. ______________________________________________________________________ Before I go on my rant, and yes it will be a rant, I need to point out that the clinical staff and doctor deserve a 5+ for being courteous, professional and genuinely concerned about my vision and patient experience. It begs the questions “why do some people enjoy their jobs and others seem to hate it?”. Perhaps executive management has some leaders on the clinical side and none on the business side? Bad managers hire worse employees. Then they fire them or drive off the good ones, providing hover and cover excuses for poor satisfaction ratings. When I enter a business, I expect a greeting such as “hello” or “welcome” or “how may I help you”. Instead Debbie Downer and her protégé Negative Nadia barely made eye contact before asking “do you have an appointment?” The coin basket on the Expressway exit has a warmer greeting and more personality. Strike 1. Not unexpectedly, I was asked for ID and Health Insurance and it was provided. Unless you are a prison guard or a drill Sargent, it’s customary to ask people nicely for something and thank them when they provide what you have asked for. Unfortunately Debbie Downer and Negative Nadia not only skipped charm school, they failed Manners 101 by totally omitting terms like “ may I” or “would you mind?” or “thank you” , nope – none of that. Strike 2. The last straw was being asked “so, why are you here today, are you having a health issue?”. Well this might have been a good time, in front of ten other patients, to elaborate on my three-day bout of diarrhea or ED situation but I decided to spare the others around me from being dragged into a HIIPA violation incident and errored on the side of discretion. Not for a moment did I believe the dynamic duo of depression were interested in my actual issue but rather focused on filling out paperwork or checking a box on the computer. It was as though they wanted me to justify why I needed to be here or at least help them do their KIOSK jobs. Had I been asked to validate what was in the computer my irritation level would have been in the safe zone. A smile, some manners and compassion would have gone a long way but instead Strike Three. Now I don’t know if Negative Nadia and Debbie Downer just found out they both have stage 4 lung cancer upon my arrival or if they both just got evicted from the battered admins shelter, so I can’t judge what made them that way or if it’s a onetime thing. On the other hand, the vibe behind the counter was cold, distant and not likely a bizarre coincidence of bad luck. Maybe every person before me was a complete A hole and they had used up all their kindness prematurely? Florida Eye management either needs to be terminated or taught how to deliver patient delight. Yes, I said it – delight. Robots can not only do everything you can do without the crappy attitude, they can be programmed to smile and be polite. If you can’t accommodate that simple task then get a job that includes zero human contact and install a vending machine with a happy face on it. I’d give a coin laundry machine four stars over what I experienced today. ______________________________________________________________________ Orlando Health Physician Associates proactively measures clerks and receptionists performance around courtesy and respect.