Holland Hospital Rheumatology — Local services in Holland

Date: May 21, 2024 To: Patty Carabellese Office Manager Rheumatology of Holland and Kristina Snyder (NP)

Subject: Complaint Regarding Unprofessional Treatment and Missed Appointment on May 21, 2024

I am writing to express my extreme dissatisfaction with the service I received at your office today, May 21, 2024. I had a scheduled appointment with Kristina , my healthcare provider, at 8:40 am. Unfortunately, I was experiencing intestinal problems earlier this morning and arrived at the original office location at 577 Michigan Ave Ste 104, Holland,MI at 8:45 am, five minutes late. Upon arrival, I was informed by the receptionist that the office had relocated to 844 Washington since July 2023. I was completely unaware of this move, as I never received any notification. I immediately called the office and informed them of the situation and that I was on my way to the new location. However, upon arriving at the new location, I was told my appointment had been cancelled. The receptionist did not offer to check with Kristina Snyder to see if she could accommodate me despite the circumstances and the significant distance I traveled (approximately 60 miles one way) to keep my appointment. Furthermore, the receptionist's demeanor was rude and dismissive. I am deeply disappointed by the unprofessional treatment I received. The lack of communication regarding the office move and the receptionist's unwillingness to at least inquire about rescheduling my appointment were unacceptable. A professional and courteous front desk staff is essential for any business, especially a healthcare provider's office. I urge you to address this issue with your staff and ensure they are trained to handle such situations with empathy and professionalism. I would appreciate a response outlining the steps you will take to address this issue and prevent similar situations in the future. Even one star review is the max I would give your office. I was a patient with Dr. Staley for several decades and that office he owned the staff was courteous...

I never actually got to meet Dr. Staley but my visit to this office was the single worst patient experience I've ever had. I was running a few minutes late and then got behind an accident which caused me to be between 15-20 minutes late for my hour long appointment. I understand that being late was technically my fault, but not typical of me. Then, due to an office policy they require you to reschedule if you are more than 10 minutes late, no exceptions. I have been waiting to get into this office since October and their next available appointment is not until July, although they'll put you on a cancellation list in the hopes of getting in early. Needless to say, I was frustrated to the point of tears! I begged to please see the dr for the remainder of my scheduled time, I had no intention of going over since I had been late. The receptionist said she spoke with the dr and he refused, he wouldn't even come out and introduce himself or speak with me. Then, as the receptionist (who was the only helpful person I encountered in the office) was scouring the schedule for closer available appointments, 2 other women (a medical assistant and another office worker) came to the desk and were telling me the dr can't do his job when I'm late and I can't expect to use the rest of my appointment time because he moves on to prepare for other patients. He wouldn't have been using that time for other patients if I had been there for my full appointment, so their point was useless, and they had no business jumping in to escalate the situation. Having them gang up on me only made the situation worse. My husband and I pointed out how frequently patients are required to wait more than 10 minutes for a doctor and that if the dr cared for the actual patient he would want to use any available time to get to know me and help me. In the end, I asked them to take me off their patient list...I will most certainly not be going back to that...

I've been waiting months for my appointment after UM rheumatology shutdown. Holland Hospital opened an office much closer to me recently and I simply wanted to switch to that because I'm sick, travel isn't easy. I requested to keep the Holland office appointment and then switch when I can get into other office as I've already waited 4 months to get into Holland, and the other office will be another 3 month wait. I can't go 7 months without care, an my meds won't last. They didn't care, they refused. They said I can't attend the holland appointment if I want to go to the other office. No compassion! I would not recommend this office, they don't...