Dr. Shu has medical knowledge but is thoroughly unprofessional in taking responsibility for the actions of his staff. Getting through to his front office is a nightmare.
I have been taking my blood pressure medicine for years, even before I came to Dr. Shu. I need this medication every day. I know I need to be monitored periodically to make sure the prescription is still correct. My previous doctor would refill my prescription and contact me to tell me to make an appointment to come in for a check-up. That way I had my medication and I had time to make the appointment. There was concern for my health and well-being.
Dr. Shu would totally deny refilling the prescription until I come in to see him, though I had seen him 6 months before. I need to see him immediately or go without my medication. This creates an artificial emergency. The worse part is then trying to get an appointment through his office staff. Even during regular office hours there is always a recording. I leave a message and no one calls me back. This goes on for days until I finally get through and get an appointment. At this mandatory visit I spend 2 to 5 minutes with Dr. Shu. He takes my blood pressure and renews the prescription.
The last time I was denied my medication I called the office and, again, though the office was still open, got the recording. I left a message and never received a call back. Finally, I called the after hours service. Only they were able to help me get through to a live person at the front desk. This is all during regular office hours!
My husband, who is also a patient of Dr. Shu’s, had a worse experience. He needs his blood pressure and cholesterol medicine every day. After constantly calling for days and getting a recording with no return call, he had to physically walk into the office to make an appointment.
We were beginning to feel that the doctor was doing this, not out of concern for our health, but to hold us hostage so we would make more office visits.
At my last visit I decided to inform Dr. Shu about the gross inefficiency of his front office. He would not believe me. He said, as far as he knew, the phones were answered as soon as they rang. He demonstrated by pulling out his cell phone and calling the front desk. Amazingly, that time it was answered. (Is it possible that the staff recognizes his cell phone number?)
I replied that, though someone answered the phone THIS time, did not mean that our negative experience with the front desk did not happen. He said that he doesn’t deal with phones. He then condescendingly said that since I was an adult, it was my responsibility to keep track of coming to see him every six months. He took no responsibility for the actions of his staff and his attitude was absolutely insulting.
In a successful medical practice the physician unites with his entire staff to provide courteous, efficient service for patients. A doctor cannot serve his patients well if the front office staff blocks access to care.
My husband and I are so happy now because we have left Dr. Shu’s practice and have found another doctor who truly cares about patients.