Tuesday, February 7, 2012
Excuse me while I rant (aka: this is just the beginning)
Here's the history: I have acne. At one point in my life, I had terrible, horrible, bulbous acne that hurt and made me feel hatred towards myself and everyone else in the universe. I might have been vain, but mostly, I was heartbroken. When I was 12, I started using my first topical retinoid. When I was 18, my face exploded with "adult onset acne". I cried EVERY SINGLE DAY. I started going to Three Rivers Dermatology in 2002. This is when I fell in love with Dr. Sassmannshausen. He did things like listen to me cry and give me pep talks about my personality and remembered personal facts and tid bits. He wore funky ties and made jokes. He took serious and aggressive, but patient and comforting approaches. We, patiently, took my acne to the cleaners. He's awesome. I recommended him to at least 10 people in the last 10 years.
Somewhere along the line his practice has started taking itself way too seriously. It has a damn spa thingy attached to it (it's called Windy Ridge. WINDY RIDGE!!!), he has a staff of like 25 nurses and he's way too busy to interact effectively. This is great, right? His practice has boomed! Except, where does that leave the customer? Rushed and pushed around by nurses who cut off your sentences and have the same amount of bedside manner as a corpse? Yes. Sitting in a waiting room for 20 minutes to hold audience with the doctor for 2? Yes. Calling in to ask a serious question only to be redirected to 2 different people, ending up talking to the phone nurse who is, at best, kind of a jerk? Yes. Sorry, but in my book, this is not progress.
1) I'm a long time patient. 10 years, guys. When I think about breaking up with Three Rivers Dermatology, my heart actually aches. 2) I actually paid them money to make me feel like a doofus.
On the upside, Dr. Sassmanhausen is still cool as hell. And we have a thick history. I can't sever that so easily -- but I can't continue to put up the notion that taking yourself too seriously, being cold and pre-occupied and being rushed and pushed around is to be considered professional. I had a horrible experience (2 within one month)and it's like this: What the hell?
I mean, he can always hire me for Customer Service Consultant, I'd be up for that - because some of these nurses have a thing or two to learn about humans. And I'm not talking anatomy.