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This is probably one of the most innovative urgent cares I've ever been in. One of their best features is that a patient has the ability to schedule their own appointments and check-ins via the internet or phone. It cuts down on filling out long patient forms. This is also a very clean facility. Water fountain and bathrooms are available, but only for a single individual at once.

I am writing to formally file a complaint regarding my experience at the American Family Care location in Athens, Alabama on Friday, February 13th at 6:00 PM.

I arrived for my appointment feeling unwell, experiencing bladder pain, nausea, and back discomfort. I checked in online from my car prior to entering the building. When I approached the front desk, I informed the staff member (who identified herself as Jennifer) that I was there to check in. She instructed me to scan a QR code, despite my explaining that I had already completed the check-in process online.

While I was attempting to clarify this, she answered the phone mid-conversation and continued speaking on the phone rather than assisting me. I found this dismissive and unprofessional. I felt ignored while standing directly in front of her.

After waiting, I was later called back to the desk. When I addressed the fact that answering the phone while assisting a patient is discourteous, her response was defensive, accompanied by visible attitude, including eye rolling and a dismissive tone. When I asked for the manager, she stated that she was the manager.

Your posted mission statement promises a kind and caring environment while respecting patients. My experience did not reflect that standard. Patients seeking medical care are often in pain or distress, and professionalism at the front desk sets the tone for the entire visit.

I am requesting that this matter be reviewed to ensure that patients are treated with courtesy and respect moving forward.

Sincerely,
Alexis Moore