MetroHealth -Department of Surgery

Extremely unpleasant experience from beginning to end with MetroHealth Administration (I'll be writing a positive review for the MetroHealth Nurses and Doctor - they were great). Laura N. from the Plastic Surgery office was critical, corrective, snobby and difficult. It was such poor customer service that I nearly cancelled a full day of surgery. Here are specific details: 1. Unprofessional comment about previous cancelled surgery 2. Difficulty changing the surgery from a type 1 to type 3; Required a significant effort. 3. Inappropriate speaking for the surgeon 4. Threats to cancel and fill surgery due to payment challenges (this could possibly be a MetroHealth policy). 5. Unprofessional rant about services offered; Hypothetically elevated other patients needs over transgender patients needs. Certainly there were things on myside that required additional effort: scheduling additional time with the doctor, clarifying the surgery specifics in the quote, revising the quote multiple times, adjusting the surgery date and arranging for payment due to payment challenges. I sent an apology letter directly to Laura explaining the areas where I believe I contributed to the negative experience. The reply from Laura N. was outright dismissive. Finally, after paying the full balance prior to the surgery (I did have payment issues on myside), the CFO declined to transfer payments from one credit card to another with no clear explanation. I called the credit card companies and they said I could not transfer and that there are no additional petalites or fees for reversing a transaction and running on an additional credit card. I'm clearly at fault in some areas and take accountability for that. At the same time, I highly doubt this unprofessional and poor customer service is limited to me. Hence I'm writing a review to highlight this gap in services.
Sep 23rd, 2021

God bless Dr. El-rawy & the entire oral surgery dept/staff!!
Feb 2nd, 2018