Plasencia, Gustavo MD FACS FASCRS

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Call to make a new pt appointment for rectal bleeding, massive rectal pain. They did not care and will not schedule an appointment till January...

On september 24 around 1.45 pm I called the office of Dr. Lujan, after being referral by the Baptist Hospital, when I called in after long waiting I explained I was a new patient and I need to schedule an appointment, the lady that I ansered told me that I needed to speak with Sonia she was the one working with Doctor Lujan, she transfer me to her and she had a tape recorder, I left the message on the tape, I never heard from her, around 2.40 I called back I once again I was trasfer to Sonia, finally she answered the phone and told me that she was not the person that I needed to speak with Evelyn Brito, she transfer me to Mrs Brito, she had a tape recorder, so I left the message around 4.oopm I called once agin and the lady that ansered the phone told me probably she was with a patient, so she transfer me Mrs, Brito, when Mrs Brito ansered she told me she had nothing to do with Dr. Lujan to speak with Sonia, so she transfer me back to Sonia once agin I left the message on the tape recorder, around 4.45pm I called and the lady transfer me to Maria Guiiler, Maria assured me before the end of the day she was going to call me back even though she was not the one making the appointments..Today Friday September 25 I called the office I asked for the office Manager to my surprise the office manager was Maria Guiller,I left the message on the tape for Maria...Around 11.30am I called again and Maria answered I explained to her the situation and she remembers me, she said she gave the information to someone to call me on Thursday and she gave me the xplanation they were there until 10.oopm because the doctors were in surgery and came back late. I told Maria I didnt want an appointment, that I was very sure the Doctors in that office didn't know how the staff was handling the patients..

The negligence, unprofessionalism, and the feeling of unconcerned not caring for the patients. Docor Lujan office needs a lot of improvement he needs to check and brainstorm with his staff or why is thee complaint... Doctor for your information if you got complaints you have PROBLEMS.

I felt helpless and if the problem is the staff the systems needs to be fixed, maybe the doctor is making so much money, he is not concern about patients.. The end of the story I took my business to the University of Miami, the way they handle my call was unbelievable, they were concern, kind, courteous, and make me feel they care, they asked me if I had any pain, the person that was the other end was HUMAN...

I truly hope the Doctors know waht is going on with his staff, and the office manager nees to take course in how to structure the office and the staff.



Eva Lago