No Compassion Found in Office, Just on Social Media Posts!

As a Disabled Marine Corps veteran, my family and I recently moved to Katy and continued treatment for my scars had brought me to Elite Dermatology for continuation of treatment that I will continue to receive for the rest of my life. Customer service and excellent care is particularly important to me and my family as I also have a daughter who requires treatment as well. So, from my initial interaction at the office to now it was nothing but stellar for me, so I recommended my daughter to get treatment at the same location based on my experience. But for my daughter who just became an adult who is learning to voice her concerns, the customer service and treatment she experienced with Dr. Wang was unacceptable and lacked compassion and comprehensive care that was provided on 6/30/21 (today). We have told all our daughters to voice and express their concerns with any treatment, concerns and issues that occur from any type of organization that provides a service. Our daughter who was seen today did just that (voice some issues that arose from the last injection) in regards from the last visit at Elite Dermatology with Dr. Wang. Her concerns for the today’s treatment were conveyed on the 8th shot she was supposed have injected. She even had photos of the bruising that occurred from the last treatment (7th shot) from Dr. Wang (which had never occurred from any of her previous Dr. appointments for the same type of injection(shots 1 - 6), so she wanted to let Dr. Wang be aware of what occurred from the 7th shot. When she told Dr. Wang and showed her the pictures, Dr. Wang demeanor and professionalism went to a defensive position at this point. Dr. Wang dismissed our daughters’ concerns saying that these injections can bruise and will be painful (which our daughter has already known). Our daughter told her she understood the pain and was scared because it had never bruised before. Dr. Wang seemed to get defensive again and said that it could be more painful because the skin gets thinner as treatments progresses. Dr. Wang asked her if she was more concerned about the redness and did she want to be referred for laser treatment. Our daughter said no, because she had seen what other treatments had done to her dad's (me) scars and wanted to stick with the injections because they helped the itching and pain discomfort. Our daughter asked if she could put a little less of the steroid into the scar this time and Dr. Wang said she could, but she did not put that much in last time anyway. Dr. Wang repeated several times that this was a painful procedure and bruising was possible. Dr. Wang told her assistant to prep the medication and bring the same amount, she then left with the assistant to get the medication. Our daughter was still extremely nervous about the treatment and wanted to clarify how she felt when Dr. Wang returned (once again trying to express her concerns). She told her that she was still scared and that she just wanted Dr. Wang to understand her fears and that she knew it was going to be painful and was very aware of how the treatments were given. Dr. Wang said that she had given other patients this treatment and given it to herself, so she knew what it was like also. My wife (who was in the room with our daughter) told Dr. Wang that our daughter was trying to explain that she was not a moron, she knew it was going to be painful and perhaps she could be gentler (asking for some compassion) or give the injection a little slower than last time. Dr. Wang offered to refer our daughter to another dermatologist if she was not comfortable. Our daughter said “no it was okay to proceed and wanted the treatment” she just wanted Dr. Wang to understand her concerns and fears she was experiencing. Dr. Wang said she wanted our daughter to be treated by someone she was comfortable with, and our daughter stated she was okay with getting the 8th shot today from Dr. Wang. Dr. Wang told her she was not going to do the injection because she did not feel comfortable treating her and would refer her to different dermatology office for treatment. (Not to anyone one else in the office, not another Dr., Nurse or Practitioner within Elite Dermatology) Our daughter just wanted to feel heard about her concerns and get some sort of compassion or sympathy from the Dr., which none was received but instead tossed away to another office by Dr. Wang. Well, she (my daughter) did exactly that, she voiced her concerns/feelings/emotions and Dr. Wang did not blink with any emotion or sympathy for what my daughter was experiencing (who was in tears by now). Dr. Wang did not reassure her or recommend that another Dr. or Nurse in the office saw her if she was not comfortable with her doing the shots on her keloids again, nothing. She was dismissed, her feelings, treatment expected was all pushed out the window and was told she can be seen somewhere else for treatment. My daughter who was in tears and came home in tears now must wait until another referral can be submitted for treatment by Tricare and as any veteran knows this can take weeks or if not months. So, she will now go another month or so without treatment for her keloid and symptoms that are occurring with the area. So, Dr. Wang, where is this COMPASSION and COMPREHENSIVE care that is mentioned all over your websites and social media pages? It sure was not there for the young lady who voiced her concerns from the last treatment received from you and was about to receive the same treatment again but was refused and sent away because she voiced her concerns and worries. If you are a Veteran or a family member of a Veteran, please pass this along and let's stop providing business to a business that doesn't have the Compassion and Comprehensive care for our Veteran’s and their Family Members. -Please understand that this treatment for my daughter has been ongoing for 2 years now and will continue -My treatment has been ongoing for over 14 years and is ongoing and will now continue at another office as well.