In 2011 Logan and I headed to UCRM (University Center for Reproductive Medicine) to meet Dr. Matthew Peterson. I had heard he was the best in Utah and knew he was our ticket to starting a family.
Logan took the afternoon off work to accompany me to our appointment. We walked into that medical building very prepared. We had our new patient packet all filled out with extensive information including our medical history, wants, wishes, family history, doctor information, medical records, etc. We were ready to go! Additionally, we had written down a few questions we had that we knew we may not remember to ask in the moment.
We breifly met with a woman who then translated all the info we had down on paper, into the software. Fifteen minutes later we were seated in a room where we would meet the man who would be the answer to our prayers.
Twenty mintues we sat in that room and still no doctor. A nurse finally came in and indicated that Dr. Peterson had an emergency and would not be able to meet with us that day. I was devastated. What? Were they telling me that Logan and I both left our jobs that afternoon for no reason at all?! Disappointment with a capital D! However, they did get him on the phone and he briefly spoke to us and apologized for missing the appointment. We scheduled a phone consultation for later that evening. I was happy enough with that.
Logan and I had plans that evening to be at someone's house. I told Logan to go ahead without me as I was going to sit by the phone waiting for Dr. Peterson's phone call. Lo and behold, at 10pm Logan returned home and I had not yet heard from the doctor. I quickly grew furious knowing that he stood me up twice in one day! Angry does not describe my feelings that night. I slept terrible and could not wait to let that man know what I thought of him the next day.
Below is the email I sent to him that very next day:
Dr Peterson,
I was very unimpressed by the service I received at your office yesterday. Here are the reasons why:
1. I waited SIX weeks for my appointment and it was a total waste of time.
2. My husband and I both took the afternoon off work to be there and we didn't even meet you. I work so I can pay for your services.
3. I paid a consultation fee and didnt even get a consultation!
4. I was at your office for 45 min before someone told me you had left for an "emergency." Which I found out while talking to you that was not the case.
5. I was willing to overlook the miscommunication because I understand that things come up, and you were willing to call me that evening.
6. I cancelled my plans that evening to wait by the phone and you NEVER called. That was very upsetting.
7. I work in healthcare and understand the value of the patient and their time. I feel unimportant to you and totally blown-off.
8. Documentation through email will not fix the problem.
I made an appointment with you because I heard you are the best in Utah. At this point I am very frusterated.
Now what?
Please call me personally.
Brooke Heinrichs
435-229-5067
Long story short--from that day forward, Dr Peterson never forgot who we were and never saw us one time without apologizing. We were moving forward.
