"Sorry for your bad experience......please contact our Patient Relations office @ ....... " blah blah. Surveys and reviews are important only to organizations that CARE about customer needs. In a decent and caring health care facility , just ONE horrible complaint or bad review would be ENOUGH! It would be heard, understood and swiftly handled or corrected UNLESS someone were STRATEGICALLY trying to sabotage the entire place. Somebody needs to investigate and find out who's personally responsible for the ongoing screwed up, glitchy phone system that appears to be aimed at destroying the doctor /patient relationship in this facility....FAST. What about the doctor's reputations? The fact that the problem continues and NOTHING is done about it is absurd. I FEEL for the doctors. The doctors here are AMAZING and AWARD winning! They go to school for years with a purpose of helping others and have to deal with this ridiculous situation. I would be livid if I were a doc here. I hope that whomever is responsible for letting this absurd situation continue never gets injured or has a serious orthopedic surgery temporarily debilitating them or even worse: experiences serious or life -threatening complications that require talking with one's doctor or having your doctor actually receive your message to be called back. . A carrier pigeon would clearly be a better system than the existing set-up. Worthless. Wow. Just....wow.
Oh, and save the form apology reply for someone else. Stupid cannot be fixed.
The pat response for months to your bad reviews is redundant :
Recently had to get surgery on a torn Achilles. Was able to get in after hours and get an xray and other scans done to find injury. Came back a day later and met with Dr Stark. Explained everything to me perfectly and had a surgery scheduled 3 days later. Couldn't have asked for a better Dr for this injury. The only issue I had was due to a new system they had installed on their network, which some of the nurses struggled to navigate. But I can hardly complain about 5-10 extra minutes when I have been thoroughly taken care of so far. More to follow after post-op appointments, etc.
But the doctors don't follow up. Staff does not answer phones. Staff does not return messages. I cannot get a surgery scheduled after 8 days. It is a reflection of management's commitment to customer service. I don't want these folks working on me. I WILL take my business elsewhere. Happy Holidays!
Vanderbilt Bone and Joint Clinic in Franklin, TN is the McDonald's of medicine in Nashville. IF they were half as efficient doing the little things as they are making sure they get paid, I could give them a better review.
I give Dr Michael McNamara 5 stars. He is the best back doctor ever. BUT- I wouldn't give this place or the office staff a star. The wait on the phone for an appointment is ridiculous. Just waited 20 minutes on the phone for the girl to hang up on me. They are so rude on the phone. Then when you have a emergency situation you have to wait 4 weeks to get an appointment. What are you suppose to do. How do you recommend the bone and joint clinic to anyone?
Cannot for the life of me understand how to get someone in medical records to return a call or send the requested records to my husbands employment AND the VA.... FOR HIS DISABILITY. For over a month no response what so ever. How in God's name is this acceptable??!! This has been without a doubt the poorest excuse for customer care I believe I have ever seen. This experience will direct me to go to other facilities in the future, I would assume others are doing the same. It is a sad situation since Dr. Stark and his PA Jonathan are exceptional as are the other Dr's there. Please do not give me the standard "please contact patient relations" we have left several messages there as well.
Vanderbilt Bone Joint Franklin is a US Health facility based in Franklin, Tennessee. Vanderbilt Bone Joint Franklin is located at 206 Bedford Way, Franklin, TN 37064, USA.
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