UCLA Health Santa Monica Pulmonary Sleep Clinic - Santa Monica Sabrina Cheng: Today,
I had a markedly unpleasant experience at the clinic not as a patient but as a patient’s relative. Although the sleep specialist was excellent, unfortunately one front of office staff member displayed clear lack of concern for client experience and needs remedial training ASAP.
There were 2 persons in the waiting room who were required the assistance of a cane, including myself, when my spouse was checking in for his appointment today. While 2 out of 3 front office staff were busy checking in patients, 1 staff member was not otherwise occupied. She couldn’t be bothered to leave her comfortable seat behind the check-out desk (even through there was nobody checking out of their appointments during the entire time a line was forming for folks needing to check in to their appointments).
Moreover, when I requested to sit just inside the door separating the check-in staff from the waiting room, this staff could not be bothered to listen carefully to my request and demanded that I vacate the area immediately. When I raised my voice in order to be heard despite being masked, the staff then accused me of being disruptive.
Wow! Very disappointing to be in a healthcare facility where the staff can’t be bothered to display an iota of professional courtesy and compassion. Although the other staff members were commendable, this one staff member made our typically pleasant experience at Sta. Monica UCLA Pulmonary Sleep Clinic markedly unpleasant.
Hope this leads to much needed retraining for optimal patient experience soon!
P.S. Overall 3-star clinic experience because the sleep MD and respiratory techs have always been excellent professionals despite being let down by their front of office staff members.
