While on vacation, my husband and I fell ill with a severe case of the flu. We were on the opposite coast and had a pharmacy call and request an emergency prescription for my husband's insulin. We had been out of medicine for an entire day before we found a pharmacy with the correct prescription in stock. Dr. Eisenbud's office manager felt it necessary to berate my husband for ""waiting too long"", told my husband she refused to disturb Dr. Eisenbud to get his signature on the prescription, refused to listen to the fact that the time different meant that the pharmacy was closing and my husband's sugar level was approaching 300 plus, then hung up when he became distressed. When I called back and spoke to her, asking her if she could be so kind as to please assist me and explain to me why she was insisting on following standard protocol for a prescription request instead of following emergency protocol, she told me that she had no intention of interrupting the doctor, told me that she was going to put me on hold because she had other things to do. When I asked her if she had had any customer service training, she told me that she had worked at an Albertson's supermarket for four years. I personally have 25 years of experience in customer service and work as an executive secretary with a Vice President in charge of Contact Center Operations for a large insurance company. I found her tone to be highly offensive, her comments to be highly aggravating, especially to someone in physical distress, no effort to be conciliatory, and, had my husband suffered due to her lack of diligence and bad humor, I would not have hesitated to hold the doctor's office and her, legally and personally accountable, for her bad behavior. Dr. Eisenbud and his staff would be well advised to take courses on patient/doctor relations because, no matter how competent or good Dr. Eisenbud's medical knowledge may be, his office customer service practices leave a huge gap in his appearance.
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