I wanted to let you know that I was very dissatisfied, and actually quite upset at one point during my recent visit to your office.
I’ve always appreciated your straight-forward no-nonsense style, but since our twins have been born, the quality of your staff is becoming unacceptable. They have been inexperienced, disorganized, and in my opinion, unqualified to work with young children.
At one of our babies’ first appointments in your office, a nurse wrote the wrong name on one of my twins’ vaccination cards and decided to shred it without my permission. I was close to tears when I found this out. It takes just a little more attention to differentiate my babies. They’re not even identical, in fact of opposite genders, but I get asked every single time which baby is which, often incorrectly.
Every visit takes longer than it should. I don’t expect having two babies’ visit to be the same duration as one child, but it should take less time than two separate appointments. Their measurements, exams, and vaccinations can all be given back-to-back. Some acknowledgement and understanding could be made by your staff for double cranky babies who are waiting up to 15 minutes between each of these steps.
During this most recent visit, your staff was unable to tell me what to do with my twins or my stroller. We were in the hallway, obstructing traffic, until I decided to take the stroller back out to the waiting room. No one offered to help with the babies, so I was taking one after the other into the exam room by myself, first for temp/weight checks, then for your physical exam. This is obviously the most inefficient way to set up a twin appointment. There was a point when I was caring for my son in the hallway that the nurse left my daughter on the scale, at counter height, alone. I wasn’t alerted of this until she cried. She could easily have fallen.
Though I like you as our doctor, I believe the lack of competent trained staff is hurting your practice. If conditions aren’t different at our next visit, I may have no choice but to consider looking for a new pediatrician.
I haven’t sent this letter yet, though I’m obviously irate, because I haven’t decided whether I should. I’m afraid conditions are the same at every pediatricians’ office, and what I know is better than what I don’t, I suppose. I’m also afraid of some sort of retribution. What do you all think? Is this experience common? Is it a twin thing?