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ComplaintsforSouthwest Medical Associates
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/19/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On 8-31-2023, I called to make an appointment. As I stated in my complaint to ******* *******, I felt the representative was fibbing. I directed my complaint to ******* ******* and there was no call or solution to the issue. This lady has not emailed me back yet. Last year, I had to call and complain as well. A representative hung up in my face when I was trying to make an appointment. This problem occurred on 7-13-2022. Last year the representative hung up in my face because she said that there was not a doctor there named Dr. ***** and she refused to follow my request to that particular office when was her start date if she felt she indeed was not there. I was referred to a supervisor by the name of *** ******** at that time. The problem is that the representatives that are assisting with appointments are usually using rude tones and unprofessional behavior over the phone. I really hate that my doctor that I have gone to for years is at a facility with phone representatives that are addressing a customer in a way that is out of line. I plan to continue addressing this issue until I feel it is resolved.Business response
01/18/2024
Please see the attached business response.
We understand the patient’s concerns to be difficulty in making an appointment, which she feels is
related to staff being dishonest regarding her provider’s schedule and staff being rude to her. Patient
also was upset regarding email correspondence that did not receive a response.
We are committed to excellent patient care and experience. We take patient’s concerns very seriously.
This complaint was immediately reviewed and it was determined that we needed to speak to the patient
regarding her issue and those results are as follows.
Ms. ******* stated that her first issue was that she sent in a message online and someone responded to
her in an email and she never responded back. Patient apology was extended regarding this
unanswered email. She stated that her second issue is that she feels like she has to fight with the
scheduler any time she needs an appointment to see her doctor. Call center management was made
aware and will provide counseling to the staff to whom Ms. ******* spoke.
Patient relations provided reassurance that these issues are taken seriously and that management for
each department would be contacted to ensure that these issues are not repeated in the future. Ms.
******* verbalized understanding and agreement with these interventions.
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Contact Information
4420 Irving Blvd NW
Albuquerque, NM 87114-5915
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.