TERRIBLE medical experience!
First, I want to say I will be highly appreciated for your patience if you could finish reading this long letter till the end!
I had an emergency pain started two days ago, I booked an appointment with this Physical Assistant (Shannon Mizrahi) worked for “Beverly Hills Concierge Doctor”) in order to get immediate medical help scheduled for 10:30 am, Sep 4, 2024. Zocdoc showed that my insurance, which I purchased with my university recommendation and I been using for years with more than 3 different doctors through Zocdoc with NO insurance problem like this ever happened. This office confirmed my appointment by text the morning of the appointment day around 8 am. I waited until 10:47am, no call received, so I had to call them and they did not pick up so I left voicemail and called back again soon finally a front desk employee picked up said they were checking the insurance with billing department, and she told me would call me back. I said politely ok and waited again till 11:29 am, no one contacted me. Since I been waiting home for this over an hour passed my appointment time already, I called them back and made a complaint POLITELY but FIRMLY. This front desk girl told me they were still checking, I said I was not going to wait no more because TIME IS LIFE and UNABLE TO BE COMPENSATED BY ANYTHING! And then she apologized said this was her fault but without any true solution still, so I told her I would not accept this solution and this attitude. She then put me on hold I was very angry and feeling both physically worse and mentally hurt, and I started complaining like talking to myself, on the premise that she said she put the call on HOLD. But, she suddenly became able to HEAR that I was complaining! Then she said SHE was not going to let me go on “yelling” at her. Does it mean she could hear me all the time, but while I asked if she was still on hold a few seconds before this, she did not answer intentionally by pretending she could not hear on HOLD and actually she heard me just chose to ignore me? Is this the way how they been treating patients all the time? To me this is very disrespecting and she chose to hang up on me without any more explanation nor saying Goodbye. To me, SUPER unprofessional and no empathy as a healthcare provider organization. She even ignored my request to talk to the physical assistant I booked appointment with! She could have been explaining to me whatever the problem was on the insurance on their side nicely as a front desk employee to work out a solution together with me and the whole thing would be totally different. I am being reasonable at my best, I gave them time, a whole hour past my original appointment time and I called them again and again, talked to her politely but firmly, as a patient, a customer. In contrast, I called Zocdoc right after she hanged up on me. I was even more painful physically at that moment due to the “mental hurt” in my words, caused by that office. I almost cried to the Zocdoc customer service lady. In such scenario, after I made an apology and explanation why I was talking so emotionally, this nice customer service lady, showed GREAT understanding, empathy, and professional ability. She let me finish all the description and in this way she helped me calm down a lot. Then she helped me find a list of healthcare providers based on my need, in-person and right away. I finally booked another appointment, which is coming in 1 hour from this moment that I am writing this complaint. I feel very appreciated and touched, by how Zocdoc helped me in this sincere and effective professional way. I have been a loyal users of Zocdoc for years, and now I am sure I will be even more for a long time. The reasons I must write this long letter to make this complaint are: 1) As a healthcare provider, Beverly Hills Concierge Doctors, or whoever represents this business entity in this case, to me they do not qualify as healthcare providers at all. They showed no empathy, with insincere apology, disrespecting attitude to talk to patients, and rude hang up in the end. All of these made me feel worse physically and very emotional.
2) I DO NOT need any more apology from them, nor any way of reimbursement, because I did not even get a chance to talk to the physical assistant I booked appointment with at all. They made me feel they only care about money, not really want to help people who seek medical help from them. I DO NOT want to have any more people, patients in pain, like me, to have their time wasted or suffered from the similar bad experience there .
I WISH whoever who is handling this complaint could place yourself, or maybe as a parents, in the same scenario and try to feel what I felt and do the right thing and procedure. I believe, JUSTICE exists in this society, and people including you and me, are fighting together for it!