ComplaintsforMarcos A. Lopez, M.D., S.C.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 9,2024 I had an annual vision check up appointment at 1:00 pm, I was there 15 mins earlier, I waited until 2:15 to be called even though many who came after me were called in before me because they speak Spanish, but I don't. the assistant took about *********************************************************************** crowded hallway waiting area with not enouph seat for the many patients that were all scheduled at the same time! I was waiting there until 3:35 pm then asked the front desk what am I waiting for all this time, she said for the doctor to see you, I asked for how long or how many more patients ahead of me, she said at least 4 more, so I got upset and told her I am disable and take lots of medications I can't wait any long, I will leave, the Doctor was standing listening without saying anything! I feel I was discriminated against and Spanish speaking patients were giving priority. I was there for about 3 1/2 hours in pain. I will call my insurance company to report that i didn't receive the whole service necessary and the doctor shouldn't be paid for the visit and I expect monatary award from the doctor for my pain and suffering.

  Business response

  03/19/2024

  We are responding to a letter the practice received regarding a formal complaint ID #********. Our apologies for not responding in a timely manner and are thankful for the opportunity to respond to the complaint submitted.  

  
  

  The patient has been a patient of our practice since September of 2022 with no previous history of dissatisfaction.   We apologized that we could not meet or exceed the patients' expectations and saddened that he felt discriminated against.

  
  

  Our practice and team members make every effort to welcome every patient,  regardless of race, religion or other demographics as a whole.  

  
  

  We advise all the patients Via Text/Verbally how long they can expect to be here (minimum 2 hours).   Appointment reminders are sent via text a week before and a day before the appointment, to help us (the practice) in setting expectations.  

  
  

    In an effort to be seen sooner patients @ times have arrived earlier than their scheduled times for varies reason, (transportation dropped earlier is just one reason) but every effort is made to ensure the patient will not be seen earlier than their scheduled time, unless an appointment slot becomes available either because a patient fails to show up or cancelation of an appointment occurs.

  
  

  Queries have often arise on behalf of the patient, when they have observed and misunderstood a patient being seen before them.   We know that this can lead to patient dissatisfaction and make every effort to explain what it is they may have misunderstood and reassure them to regain their confidence in us.

  
  

  Patients unfortunately do not realize that patients are accompanied by family/social aide, and more than one person at times, making the patient to believe that they are being passed over.  I can assure you that that would not make for any good practice and amny disatisfied patients.

  
  

  We would never want our patients to feel we don't respect and appreciate their time and commitment to their overall health and effort to come see us.

  
  

  We understand that at times the practice and the patient can encounter circumstances beyond our/their control, but we strive to work hard to meet our patients' needs whenever possible.  we continue to make improvements and work towards communicating with our patients 

  
  

  When things arise beyond our expectations and humble ourselves to strive to make these changes and continue to work to improve on those deficiencies.  

  
  

  Our practice has been encountering staff shortages and makes every effort to communicate to all our patients as they arrive, if out practice is encountering or experiencing these types of delays.  We understand that this is no excuse but make every effort to continue to improve.

  
  

  Once again, we apologize for the inconvenience and hope you can share in our prospective of what may have occurred.

  
  

  All our best, 

  
  

  **************************, Office Administrator

  Marcos A. Lopez M.D., S.C.

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