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Expected 90 Min Wait Time
I have been using Dr.Serralta (as well as my husband and adult daughter) For a little over 10 years or so. Always found her and her various P.A.s to be friendly, knowledgeable, and compassionate. Until today. I’d made my yearly routine appointment last year. The appointment was for 10:30 a.m. (to arrive at 10:15 to fill out routine paperwork - no problem as the 15 minute early arrival is about the same at all doctors’ offices).
I pointed out to the front desk I am going blind, and would have my daughter fill out the form. Again no problem. Form was filled out and returned to front desk. Both the parking lot and the waiting room were jammed with only 2 chairs left for us to sit on - I would guess around 30 patients were waiting for their appointments.
Time went by with only a few patients called in for their exams. By now the time was after 11 a.m. More waiting and, by 11:30 there were only 3 of us left to be called in. I also have arthritis throughout my body and am on a walker. The pain was increasing, so my daughter went to the front desk to inquire about the appointment, as it was now almost time for the staff to go to lunch, and I couldn’t sit any longer.
My daughter went up to the front desk to inquire about whether we had shown up at the wrong time. The staff told my daughter that yes, her mom was scheduled at 10:30am. She then asked why we have been waiting over an hour. That’s when the staff pointed out a new sign letting patients know that they could have to wait up to 90 min past their appointment time to be seen. My daughter told the staff that this must be a joke. How could they expect anyone to come in 15 min before their appointment time and then wait up to an additional 90 min past their scheduled appointment time? Staff told my daughter, well that’s just the new policy. At that point we got up to walk out and amazingly they called me back to meet with the Dr. I told them, no thanks and they’d just lost 3 patients and two others I had just recommended to her office. The next day I received a text to reschedule my appointment. No thank you.
I pointed out to the front desk I am going blind, and would have my daughter fill out the form. Again no problem. Form was filled out and returned to front desk. Both the parking lot and the waiting room were jammed with only 2 chairs left for us to sit on - I would guess around 30 patients were waiting for their appointments.
Time went by with only a few patients called in for their exams. By now the time was after 11 a.m. More waiting and, by 11:30 there were only 3 of us left to be called in. I also have arthritis throughout my body and am on a walker. The pain was increasing, so my daughter went to the front desk to inquire about the appointment, as it was now almost time for the staff to go to lunch, and I couldn’t sit any longer.
My daughter went up to the front desk to inquire about whether we had shown up at the wrong time. The staff told my daughter that yes, her mom was scheduled at 10:30am. She then asked why we have been waiting over an hour. That’s when the staff pointed out a new sign letting patients know that they could have to wait up to 90 min past their appointment time to be seen. My daughter told the staff that this must be a joke. How could they expect anyone to come in 15 min before their appointment time and then wait up to an additional 90 min past their scheduled appointment time? Staff told my daughter, well that’s just the new policy. At that point we got up to walk out and amazingly they called me back to meet with the Dr. I told them, no thanks and they’d just lost 3 patients and two others I had just recommended to her office. The next day I received a text to reschedule my appointment. No thank you.
Provider Review
Dermatologic Surgeon, Board Certified in Dermatology
8015 S Cooper St, Arlington, Texas