Tracy Gibson

Review of Georgia Hand, Shoulder, and El...

I was astonished at the level of professionalism, ...

I was astonished at the level of professionalism, efficiency, attentiveness, and friendliness that I observed throughout my entire appointment. I went for my first appointment at Georgia Hand, Shoulder, & Elbow today for a surgery consult for my intense carpal tunnel syndrome, after being referred by my neurologist. Upon check-in, it was brought to my attention that my appointment was for the Marietta location. When I apologized for the error and expressed the frustration at myself and that I had driven over an hour to get there, not realizing my mistake, I was shown immediate compassion and empathy while the Marietta office was called on my behalf to explain the issue and inform them of the mistake. Then, the employee immediately took charge to see if one of the other surgeons would be able to fit me in. Luckily, I was called back to see Dr. Dalton after only a few minutes. I was expecting to have to trek back home and reschedule, causing my appointment to be pushed out for a month or so. This was very impressive and exceptional patient service!

When you first arrive at your appointment, expect to fill out all of your info on one of their convenient iPads (very nice for CTS when it is painful to hand-write everything). If you fill out everything ahead of time on their extremely user-friendly and efficient website like I did, your info will automatically be there for you to double check for accuracy and sign, creating a quick and efficient check-in process. When called back, a consultant goes through your information with you, while you have the opportunity to explain any issues in more detail. If an x-ray is needed, as it was for me, you will be taken to the x-ray room for those and escorted back to your assigned room, which, by theway, is comfortable, roomy, and super clean. Like the consultant, the x-ray technician was as friendly and personable as everyone else I had met thus far. After no wait time at all, I talked to a couple of Mercer med student interns who asked in-depth questions to prep the surgeon with prior to his meeting with me. Like everyone else, they were extremely nice, professional and knowledgeable, exuding confidence for the practice and their expertise. Almost immediately afterwards, Dr. Dalton came in and surprised me with his masterful ability to explain my results and diagnosis in a way for me to understand. Dr. Dalton was extremely patient and took his time with me, providing complete focus and attentiveness towards me. Once we discussed my options and he was sure that I had no questions, he passed me along to the finance rep who quickly discussed my insurance coverage and expected out-of-pocket expenses after she had finished discussing it personally with my insurance provider.

Everyone here was phenomenal and I would advise every medical practice to study their client management process to replicate for their own use, as this was my best medical practice experience ever.