Very Poor Staff and Even Worse Dr Reaction to It - New Jersey, NJ

Fort Lee Oculoplastic Surgeon
4.5 out of 5 stars 24 reviews
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It's unfortunate that this negative review has to...

It's unfortunate that this negative review has to be written. If you are someone who cares about customer service at all, this isn’t the place for you. The staff at this facility is truly awful. You can never get them on the phone, no voicemail ever picks up, and then they get your # from caller ID and they repeatedly call you back, over and over and not leave you a vm. Quite irritating.

In addition, the have 2 offices. One in Edgewater, and the other that they "share" in Hoboken. But, if you are seen in one office, your files don't get transferred over to the other office, so, if you happen to have a question, while they are in the opposite office, they cant answer it, bc they don’t have your file there. Then it takes 3-4 days for them to call you back with an answer. Crazy

So, I had a procedure done in the Edgewater office and the work that was done was fine. I went to the Hoboken office 2 weeks later for a follow up, and had to fill out ALL new paperwork (for a follow up??) bc my file was in Edgewater.

My appt was for 6:45 (when I made this appt 2 weeks earlier, I was told this was the latest they book appts for the Hoboken office). I arrived at 6:55. There were 3 people in the waiting room, which seemed odd since mine should have been the last appt. At 7:05, she calls another patient to go back for the Dr. I asked this patient what time her appt was, she told me it was for 7:00. When the receptionist came back out, I asked her why a 7:00 appt was being seen before me and she said "The Dr sees them in the order in which they arrive"............What??? we know the meaning of the word appointment???

So, having had many issues with the staff (when I say “Staff”, I think he only has one staff member, as she was the only one I have ever seen, spoken to or dealt with) in the past, I was anxious to see the Dr and discuss this Ludacris policy. I will say, I was quite aggravated at this point.
Much like parents who never think their kids are behaving badly, the Dr clearly didn’t want to think anything negative about his receptionist. When I told him what she said about the appt policy, he told me he would speak to her, but he said that she had been a long time employee of his. When I asked him how she could be a long time employee, and not know the BASICS of an appt policy, when she is in fact a receptionist, he said "I don’t know...why don’t you ask her?"……lovely.

Meanwhile, all this is happening across the hall from the patient that had the 7:00 appt (who, when I looked across at her was nodding her head at me in agreement with all I had said).
There is a lot more to be said, including misdirection by the receptionist for the dosage of some pills I was given after the procedure, but I feel I have accurately depicted the environment and customer service for this particular Doctor
Fort Lee Oculoplastic Surgeon

1 out of 5 stars Overall rating
2 out of 5 stars Doctor's bedside manner
3 out of 5 stars Answered my questions
2 out of 5 stars After care follow-up
2 out of 5 stars Time spent with me
1 out of 5 stars Phone or email responsiveness
1 out of 5 stars Staff professionalism & courtesy
1 out of 5 stars Wait times
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