Customer Feedback on Urgent Care Experience

• Customers are satisfied with the efficiency of the service, reporting short wait times even without appointments.
• The medical staff, including doctors and physician assistants, are described as knowledgeable, personable, and capable of correctly diagnosing and treating conditions.
• Facilities are noted to be clean and well-maintained.
• Patients appreciate the professionalism and thoroughness of the medical assistants and doctors.

Noteworthy Praise

Several patients have expressed their willingness to return to the facility for future urgent care needs, highlighting the positive change in their perception of urgent care services.

• Instances of poor communication and customer service, particularly related to language barriers and staff etiquette, have been reported.
• Concerns over staff professionalism, including breaches of privacy and perceived rudeness from front desk staff, have been highlighted.
• Some patients experienced long wait times despite having reservations, with inadequate communication about delays.
• Reports of understaffing, especially during peak seasons like flu season, leading to stretched resources and inadequate patient care.

Specific Complaints

Feedback suggests dissatisfaction with the handling of medical results and the need for better staff training in customer interaction and HIPAA compliance.

• Consider enhancing staff training on customer service and communication to address reported issues.
• Improve processes for handling non-English-speaking patients to ensure clear communication and reduce misunderstandings.
• Evaluate staffing levels during peak times to ensure adequate patient care and reduce wait times.