There are truly no words to describe the degree of frustration and anger I have at this moment. When you open the website it welcomes you with the advertisement pinned by words of “nourish and compassion”. It is everything but that. The practitioner I have is amazing; however, its the first impression of a phone call by the front desk that sets the tone: disrespect, insensitive and down straight rude.

First instance, I was told by Katie the nurse practitioner that my prescription (due to it being a control substance it had to be hand written) it would be at the front desk for pickup. I just got out of a 15 hr night shift at the hospital: drove 30 mins to get there only to be “greeted” by “ we don’t have it”. NO apologies for the inconvenience what so ever; rather; just have a seat ( as if I was waiting in line for deli meat at the market with a ticket number). I requested that they perhaps call her and ask another practitioner to write the prescription as Im just exhausted and did not have the time to wait and drive after another 15 hr shift. Of course, Katie confirmed and stated she forgot. Things happen, I understand, however, an apology goes a long way.

Second experience: I had called in attempting to explain that I only have 5 days left for the SSRI Katie had prescribed. Per our last conversation, she said to give her a ring and she would call in knowing how busy my schedule is ( I am a resident physician: literally have off no more than twice a month if lucky). I didn’t even get to complete my conversation with Megan, that I understand I have to come in person; however for now as I cannot fit in an appointment for another month; I need a refill on my SSRI as it is extremely dangerous to abruptly discontinue off of it. Her response “I suggest if it’s that urgent to go to the ED”. I replied: I work in the ED, we do not refill psy meds: as they would not admit me unless I had suicidal ideation. She replied “Im going to hang up the phone now”. I asked twice in a calm voice (even though I was in disbelief how insensitive and extremely and inhumanely rude this person was), what is your name? She just hung up! I called back requesting to speak with a manager and expressed my frustration how unacceptable this is that you hang up on people, especially because I was calm ( no curse words no menacing words).
The next person, although she listened (after putting me on hold for a good 7 mins, with still no apologies) and found a solution, did not once apologized for how I felt and said “we will have to charge you $20.00 for calling in a prescription”. She gave me the name of the person, MEGAN. I don’t know how someone like her is working at such a place where people seek help: full of vulnerability. I am only to continue coming to this place because I really like my nurse practitioner Katie. But, this place based on lack of customer service, treating patients like a number at a DMV or check out point at the airport: should be re-constructed replacing employees that obviously only cares about getting a paycheck with people who actually enjoys their job and cares about people.