2 /5 Eunilyn Delacruz: As someone who works in healthcare, I was genuinely disappointed by how the front desk handled my recent visit. I was running about 10 minutes late to my appointment and called ahead as a courtesy something I know is appreciated in most professional settings. Instead of acknowledging the call or thanking me, the receptionist curtly said, “If you’re past 10 minutes, we can’t take you,” and hung up without any further conversation.
When I arrived (just 11 minutes late, including the walk from my car), the attitude I received at check-in was unnecessary and unprofessional. I was told, “Oh, we said 10 minutes?” in a dismissive tone, and then told they would see if the hygienist would still take me despite my effort to communicate ahead of time. It felt like I was being punished for being a minute over, despite doing the responsible thing and notifying them. I am not going to speed up and risk getting into an accident when the road was already busy.
That said, the clinical team in the back is exceptional. The hygienist is incredibly gentle and kind, and the dentist has always been thorough and professional. They are truly the reason I’ve returned in the past.
However, the front office staff could greatly benefit from customer service and communication training. A little empathy and professionalism go a long way, especially in a healthcare setting.
