I’ve been a patient for almost 7 years and found the care excellent and it was so comforting to know I had a good family doctor with caring staff. Dr Jones is a very nice man with good clinical skills. Unfortunately the caring about patients has changed and now the focus seems to be caring more about money.
I made an appointment for a surgical clearance on a Friday afternoon for Monday at 7:40am and when I showed up they said it was at 7am. They had no confirmation receipt of the time so the receptionist told me she would re-schedule me for 1:20pm. It turned out I still needed confirmation from my surgeon on dates, so they told me to call back and cancel if the date was not set.
The surgeon’s office calls me back at noon and could not schedule surgery so I call Generations and cancel the 1:20pm appointment – just they way they told me to. Then later I get a call from the office manager (the doctor’s wife) saying I owed additional out of pocket fees of $120 for FOUR no-show appointments.
Turns out clearance appointments are actually 2 appointments for a total of 40 minutes with the doctor. (When was the last time a physician spent 40 minutes straight in an appointment with you?) The new 2018 policy, that I did sign, stated that you have to pay for no-show appointments but says nothing about one appointment being two, misunderstanding about a scheduled time (they had no confirmation) and following their directions for rescheduling and cancelling.
I felt like I was set up to fail here – I’m racking up penalty fees for following their direction and they change the rules I know nothing about. I tried to explain to the office manager (doctor’s wife) and she became aggressive and accusatory to the point of bullying.
It was like trying to talk to a know it all teenager who thinks they are always right – exasperating. Told me “we run a business and YOU are causing us to lose money”. Now I’ve been a good paying customer for 7 years, I’ve referred people, don’t have a history of no-shows but now I’m a deadbeat. I’ve been a Registered Nurse for 35 years in ICU and know something about being responsible. There was no concern for me and how I was facing surgery in a few days – they just wanted those new policy no-show fees. Office manager (doctor’s wife) told me I was not treating Dr Jones fairly but she did say she would reduce the 4 no-show fees to one and was doing me a “favor” since I had a contracted obligation to pay the fees by signing their 2018 policy. (Read the reviews below from Dierdre, James & Jenny B- same kind of experience with the office/manager/wife).
Dr Jones also left me a message about a week later completely backing up his office manager/wife and added that they had gone back into my file and saw over the years I did have “one prior no-show”. Also said something about “listening to a conversation” and knows that I’m not truthful which I found a bit creepy and odd. I felt like a criminal and the police were reviewing my prior offenses. I don’t remember not showing up but it could have happened – been going to them for 7 years with no major issues till now. Also, I legitimately thought my original appointment was at 7:40am (I showed up) but it could have been a misunderstanding (on either end) and yes, I could be wrong. I was very upset finding out I needed surgery and called Generations right after getting this news – perhaps I misheard what was said. But is this how you want to be treated as a patient?
Neither Dr Jones or his office manger/wife understood the situation other than I was a no show. They did not understand a patient could be given or misunderstand a time (with no confirmation). They did not understand their office giving me direction and my following it was not me creating a problem. (Actually here, to be truthful, Dr Jones said it was not because I cancelled but I cancelled too late – but, his office never gave me a time to cancel by AND how could I know when the surgeon would get back to me?). They did not understand how being treated like this could cause someone to be upset. They did mention their new “policy” and “causing us to lose money” several times though.
Now I have to find a new physician, have surgery and wait to see what they decide to actually bill me. Sounds like my $30-$120 is a real show stopper and big investigation. My mother (who was also a patient) and I gave them much more than that over the years and my business to come would be more than $120. The smart choice (to me) would be look the big picture, not focus on perceived mistakes and act so militantly towards customers. It’s very disheartening to see this kind of behavior from a doctor’s office.
Generations Family Practice should have a new motto: We care more about your money than you and your health problems! I agree that they are a business and obviously need to make money but you don’t need to make your customers feel that’s all your after – that’s not good busines