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ComplaintsforDr. Mike's Walk In Clinic
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Complaint Details
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Initial Complaint
11/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had telephone appointment for Covid. I tired to call for 2 days to get through to get the appointment. They are my primary care provider. They nurse called to ask me questions to prep my appointment. I hadnt heard by 5pm so I called. The receptionist acted annoyed and said the doctor is ******* of in house patients first they will be calling me. Well at 6:44 no call they are closed. I have congestive heart failure and asthma and diabetes. They know you only have so long to start the antiviral I needed it yesterday. I told the nurse. I went to the other clinic in ******** so drive there because they didnt answer their phone after 10 trys. They tell me to leave because I have Covid I need to call. What a joke I told them what was going on. They said no doctor would help me. They didnt even go to the back to speak to anyone. The lack of compassion for a doctor was shocking!!Business response
12/15/2023
Re: The complaint submitted on 11/18/2023 ID of ********.
I'd like to start by expressing my apologies for the subpar experience our members encountered. Our office operates as a walk-in clinic, with various options available for appointments: walk-ins, online scheduling via our website, and through phone messages. Recognizing the high volume of calls, we're transitioning to a new medical office system that includes text and email capabilities to enhance accessibility.
While I wasn't present on the specific date in question to directly address the situation, I trust that the patient was attended to and received proper care. For COVID patients, our protocol prioritizes online consultations to minimize exposure risks. In this instance, a call back option should have been extended to the patient instead of requiring them to initiate contact.
Given the scarcity of medical providers and the potential ramifications of COVID exposure, it's crucial to protect both patients and staff. I'm optimistic that these forthcoming changes will significantly improve our services.
Once again, I extend my sincere apologies to the affected member.
Sincerely,
*************************
Administrator
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.