My family member was a patient of Dr. Steven C. Ko...

My family member was a patient of Dr. Steven C. Kosa MD for approximately 2 years. For the most part, scheduling was quick & easy, & communicating w/ the nurses was a pleasant experience. Despite the fact several nurses have moved on from this practice, we have created bonds w/ a few of them & have remain connected w/ them still today. My family member/patient & I do like Dr. Kosa & many times we have described him as being like family to us.

Sadly, on THREE different occasions we had scheduled appointments w/ Dr. Kosa & did not receive notification until the day of, or day before the appointment that the medication was not at the hospital. This last occasion occurred on 1/9/2020 at approximately 10:30am, when we received FOUR HOURS notice before the appointment time advising us that the prescription medicine was not in the drs office. Be advised, these appointments are scheduled 3 to 4 months IN ADVANCE!!!!! Therefore, there s absolutely no reason for the medicine to not to be there the day of the appointment. When I approached their employee Elaina about these issues on 1/10/2020, she became defensive & very condescending in her tone and use of words w/ me. She has used this inappropriate tone w/ me in the past when the same thing happened the two previous times. She then proceeded to tell me that what they do for my family member/patient is a FAVOR . Further continued to tell me that if we were not happy, we should pursue another doctor. When the medicine finally was at the hospital, which was more than 24 hours after the originally scheduled appointment, we were forced to adjust our schedule at the last minute. When we arrived & checked in, they made us wait in the waiting area for OVER TWO HOURS before we finally saw Dr Kosa. Please be advised, my family member/patient has a severe traumatic brain injury is NON-VERBAL and WHEELCHAIR BOUND. Sitting in a wheelchair for extended periods, unable to reposition, is very uncomfortable & the pain is sometimes unbearable. When I approached the receptionist (about 1 hour into our wait) & inquired about a bed for my family member to lay in while we waited. I was dismissed & told one was not available! This is a 450+ bed hospital & there was no bed available? Seriously? Because of the fact they inconvenienced us, by not meeting their appointment obligations THREE TIMES, you would have thought they would have been better prepared & gone over & beyond to ensure my family member/patient was comfortable. WRONG! Exactly the opposite happened....they chose to make my family member/patient wait OVER TWO HOURS...fully knowing medical history, & visually seeing the patient was in obvious pain! They were once again unprepared, & incapable of meeting my family member s/patient s special needs.

When the appointment was finally over, I was then asked (actually cornered) to meet w/ Dr. Kosa, Elaina, and some unknown doctor whom I ve never met Sarah J. Hon DO. Not sure why Hon needed to chime in because her input was not wanted or needed. She was not at all helpful & actually made matters worse. I felt that she was on a power trip sent there for no other reason than to bully & try to intimidate me. What I took away from this meeting , is they were more concerned about defending their business partner(s), as opposed to taking ownership of the problem, & correcting it. They could not grasp the root cause & the magnitude of the problem until I raised my voice.

It s not difficult to identify that the problem is the office support team & their supervisor FAILING to do the necessary follow up needed to ensure the prescription was there. On three different occasions they waited until the last minute to do that follow up.

What s extremely discouraging about all of this, is no one apologized for these errors, or for the MAJOR INCONVENIENCE & PHYSICAL PAIN THEIR ERRORS CAUSED MY FAMILY MEMBER. We instead got a lack a of ownership, lame, pathetic excuses, & juvenile finger pointing. The thing about pointing fingers, is there are always three fingers pointing back YOU!