Surekha S Vetsa MD

STAY AWAY FROM THIS PRACTICE UNLESS THEY REPLACE OR TRAIN THEIR STAFF
My issue is not with Dr. Vetsa but the absolute lack of professionalism, compassion, client service and I hate to say it ineptness of her office staff.
*First off it took me 2 business days to get someone to respond to my numerous voicemails left attempting to set up an appointment. You literally have better chances of winning the lotto then getting a human being on the phone. Then when someone finally did get back to me they were flat toned and told me no less then 5 times don’t forget the copay must be paid in cash only this is before even asking what was wrong with me. There was ZERO concern as to why I needed to actually come in or an inkling of compassion or empathy.
*Fast forward to my visit where I was mumbled at, barely acknowledged, and not listened to when I advised them what I was there for.
*The individual who weighed me didn’t even use the scale properly so my weight was recorded incorrectly. Nor did she listen to me when I said what was wrong. She said so you’re here for a cold/​flu. No, I am here because I can barely walk and likely need my hip replaced.
*After the appointment I was told to wait 15 minutes which was fine till I discovered the reason was they were photocopying the records I had just handed them and said they could keep. Once again zero listening skills.
*An hour later after leaving I was called and told they had gotten the authorization from the Insurance company for the referrals I needed. I was impressed by this and thought perhaps they weren’t so bad. I was wrong.
*Fast forward 11 days later I go in to see the Orthopedic Surgeon and they hadn’t received the authorization letter and I was almost turned away. When they called Dr. Vetsa’s office to try and resolve the situation first they were faxed the wrong thing then they were told that there was not one needed. Yes, there was. The surgeon was even shaking his head at the stupidity of the situation. Keep in mind Dr. Vetsa told her front office the importance of getting this authorization pushed thru because I likely need surgery ASAP. Silly me I then tried to call myself and lo and behold got their answering machine and no one bothered to callback. Big surprise. Now as a result I’ve been made to leave everything up in the air with my surgeon till I am able to get this whole thing straightened out.
*Which brings me to this morning and my leaving yet another URGENT voicemail regarding the situation. Then when not hearing back calling in again an hour later when I was greeted by the same monotone voice I have begun to grow accustomed to. I expressed my disdain at the situation and that I expected it to be resolved immediately. The individual on the phone tried to pass the buck and blame my surgeons office and tried to say they asked them for something else. Only problem with that, I was standing there and heard the whole conversation and that was not the case. They were perfectly clear in what they needed and I advised the individual of this who insisted on continuing to not take responsibility. Never mind I was also there when their own doctor told them on the 7^th to get this pushed thru. At this point I requested a manager of which there was none which may be the problem right there. I then requested a callback from Dr. Vetsa regarding this whole situation and advised them I expected it to be resolved by noon today. I was told they could pass my concerns on to the doctor and I said under absolutely no circumstances was I not going to speak with her directly about this debacle. At this point could you blame me for not trusting it would be addressed?
As someone who worked in the medical field for 10 years I have much empathy for the front office and this surpassed even my understanding. I have never experienced such a absolute lack of compassion, incapability of doing one’s job, lack of ownership, client service, and professionalism. Unbelievable. Please whoever owns this practice put your staff thru some serious training or clean house. This is no way to run a medical practice or any business where you deal with people.
I finally could take no more of the lunacy and ineptness so I called my insurance carrier late yesterday and filed a formal complaint with them regarding this practice and got switched to a doctor and office who gets rave reviews. Sadly I am out the copay for the visits. Lesson learned.
Also I never received an apology for any of this from her staff nor did I hear back from Dr. Vetsa. For all I know she was never advised of any of this and will find out when she is contacted about the formal complaint.
BOTTOM LINE– STAY AWAY FROM THIS PRACTICE

Omg Soooo disappointed in this office the girl that answers the phone is sooo stupid! 5hrs to confirm an appointment with new health coverage that’s pretty ridiculous an no one wants to deal with that when there sick on top of it I tried telling her it was new health coverage an she insisted it was Last year Cancelled how when I just got the health benefits 2 months ago? An I would know If it’s cancelled or not I pay for it DUH! Finally she figured out that yes my health coverage is still good an when I went to make the appointment they didn’t have anything for a 2weeks it was kind of ok my hernia can wait I guess I’ll just go back to the ER if worsened but then she told me Dr. Vetsa was only available Monday Tuesday ummm what about Wednesday Thursday Friday Saturday or Sunday? Is the Dr off that many days pretty bad service if you ask Me. ONLY put 1 store cause the app made me