The Abrazo organization's management group and the...

The Abrazo organization's management group and their systems for dealing with patients is not at all responsive. For example I tried to schedule an appointment with my doctor to get an annual checkup and refill medication prescriptions. Their appointment department answering system said that there would be a 15 minute wait to speak to somebody and suggested either to do it online or else to leave a call back number. I tried the call back route and didn't hear from them by the following day. Called again and finally did get to talk to somebody. Why did I not use my computer? It was in the shop for repairs.

More recently my wife became ill and wanted to see our MD. She has not set up an online account with Abrazo since she has lots of problems with computers and prefers not to use them. She finally spoke with scheduling and got an appointment for the following Monday.

Friday afternoon I got a robo-call from Abrazo confirming her appointment time and date. While I was trying to write down the appointment information, I didn't catch the time portion of the message. Unfortunately they only mentioned it once. So I had no idea of when she would need to show up at the doctor's office.

Monday morning we had an emergency and she decided that she wouldn't be able to make the appointment. She called to cancel only to learn that there would be an 18 minute wait to speak to somebody. Twenty minutes later she was finally connected to a party who could cancel the appointment.

1.) I don't like having to call multiple times or else to wait on hold for from 15 to 20 minutes before being able to conduct business with any organization.
2.) Abrazo is doing a disservice to its clients who do not or cannot use computers.
3.) Also the robocall method of communicating with clients is defective for several reasons. Some people have call blockers to minimize marketing robocalls which would automatically block communications from Abrazo. Also by not repeating the time and date information, it is too easy for the listener to miss vital information.

I do hope that their systems are upgraded to be more customer helpful. If that doesn't happen, I may decide to seek medical care from an organization that pays closer attention to their customer's needs. Consider, if they don't care about this part of customer service what else are they not paying attention to?