Kaiser Permanente Davis Medical Offices - Davis Steph L: The optometrist doctor himself was excellent, but the first main reception area was completely disappointing. The staff lacked any trace of warmth or friendliness, creating a cold and uninviting atmosphere. No eye contact. Their attitudes were dismissive, and the absence of basic customer service etiquette was very noticeable. This was my second experience with the Davis facility, and unfortunately, it was no better. Even the MAs and staff in the pediatric department showed no compassion or customer service skills. They had no problem openly showing their attitudes on their faces, further adding to the discomfort and unprofessionalism of the experience.
I have worked with patients, customers and general public for about 10 years so I believe that to improve the experience for patients, the facility should focus on making staff more welcoming and compassionate. Training staff on better customer service and encouraging them to show kindness, especially in the reception area and pediatrics, would go a long way. It’s also important to make sure staff are mindful of their attitudes and how they come across, as a simple smile can make a big difference. Gathering feedback from patients regularly and having leadership step in to offer support would help ensure everyone feels heard and cared for. These small changes could create a much more positive and comfortable environment for patients.
