Quetzali Bustamante
My baby had an allergic reaction and I called the PCP’s office at 2:30 pm to be advised as what to do. I was originally offered an appointment same day at 4:15 pm but while placed on hold another patient was scheduled and my son was not able to be accommodated the same day. He was scheduled for the next day at 10:15 am. I was advised by the nurse Jennifer that if his symptoms improved I could call back and cancel the appointment. Now I understand the 24 hour no show/cancellation policy. My baby did get better from his allergy and I called same day at 7:50 am to cancel the appointment. Now I’m being marked as a no show/same day cancellation. So because my baby got better and no longer needed the appointment he is being punished and marked as a no show. When I would have NOT been able to cancel 24 hrs in advance due to the appointment not even been scheduled 24 hrs in advance. The policy needs to be revised for such instances. Office needs to do better in these situations. Had the issue with the call center regarding the no show/24 hr cancellation policy. Received a call from Andy the practice manager which she was very apologetic. She handled the situation amazingly. The issue was resolved and really appreciated her taking the time to call me and try to resolve the issue.
