1 /5 Grace Lisboa: I had an incredibly frustrating experience during my appointment on Saturday, February 22nd, at 11:20am, which I had scheduled three weeks in advance and confirmed both by phone and text. Upon arriving at the office, the receptionist, Betsy, informed me that my appointment was canceled due to an issue with two profiles in their system and incorrect last names. This explanation was unclear and confusing, so I asked for further clarification.
Betsy then explained that my previous profile was still active, and due to this, my appointment was canceled. I was not notified about this cancellation, despite receiving confirmation of the appointment. When I showed her the confirmation, her response became increasingly agitated. She claimed that I was there for an appointment on January 3rd, and that I should have used the same profile. However, I had never made an appointment in January, and the idea that I had missed one was completely incorrect.
Betsy then asserted that she had multiple photos of me from that visit on January 3rd, which she claimed she would print out to prove I had been there. At this point, I became concerned that there might be fraudulent activity involving my insurance, as I was obviously certain I had never visited the office in January. Instead of addressing my concerns calmly, Betsy raised her voice, making the situation even more uncomfortable.
After a few moments, I called my husband, so he could come pick me up since I was no longer having an appointment. Betsy continued to yell and interrupt while I was on the phone, even though I made it clear that I was not blaming her for the cancellation, but was deeply disappointed with the lack of communication and professionalism.
She informed me that my appointment had been rescheduled for March, but I had never been notified of the cancellation or the rescheduling. When I asked her to cancel it altogether, as I no longer wished to continue with their services, she became even more upset.
When my husband arrived to seek further clarification, especially regarding the claim that I had been there on January 3rd (a day when I was actually out of the country), Betsy’s behavior shifted dramatically. She then denied everything she had previously said, twisted the whole story, and had a whole different attitude.
Given that this is a women’s health center, it is incredibly concerning that Betsy displayed such a lack of professionalism and communication skills. Her confrontational attitude and inability to handle the situation left a lasting negative impression. Women’s Health Center lost a patient this Saturday because of your frontline professional, as it is clear that her skills are not well-suited for customer-facing positions.
