mil425

Sharing my experience from today - absolutely shameful! This is in response to the email "survey" they sent me after my non-existent appointment that the staff royally screwed up:
"You’re surveying me about an appointment that never happened today because your staff sent me to an incorrect location (Gibson Rd - Henderson Hospital), which I confirmed twice with the office to make sure it was the correct location before going there today.

Dr. Xu was not attending there today. I was told when I made the appointment that he attends there on Fridays only. Not so, this location he is only at on Mondays.

I was the 3rd patient today (!) sent incorrectly to that location by the LV Surgical Associates Scheduling Team. Upon arriving and not having an appointment for me, the front office staff at the Gibson location (Henderson Hospital) gave me a Sunset address to drive to for the "correct location".

I happened to call while driving there to confirm. At that point, I was given a 3rd address location at 2841 W Horizon Ridge Parkway. I verified the address while on the phone with the staff - "Yes, that is the correct address."

When I arrive to the location, that address does not exist; I'm looking at 2821 and 2855 - no 2841! I called again and was given another 4th address, this time 2641 W Horizon Ridge Parkway.

Upon driving to the 4th, I was called and told the location was no longer picking up their phone and to go home, and the doctor would try to call me for my post-op appointment via Telemedicine; WHAT??!??!?! a post-operative surgical appointment over the phone?

THIS IS ABSOLUTELY UNACCEPTABLE - SHAME, SHAME, SHAME! Unprofessional, unorganized, rude, zero apologies. Someone(s) should be fired.

This is a post-surgical check in that should be done in person. I need to see Dr. Xu because I’m having post surgical pain in my ribcage/lung area, presumably related to general anesthesia. I have yet to receive the telemedicine call promised. I have not been rescheduled for my post-op appointment that the staff so royally made into a total cluster.

I am so angry about the lack of care, communication and wasted time without a single apology from this practice.

Dr. Xu is a great surgeon. However, I have nothing else positive to say about the practice. AVOID LIKE THE PLAGUE; your health depends on it."

• Date Visited 08-2021
• Overall Satisfaction
• Explanation of diagnosis and Treatment Plan
• Trust in Provider