Henry J. Austin Health Center

Bettie Bangs

98% of my experiences have been great, but unfortunately today's fell painfully short of a reasonable person's expectations thanks to the hygienist Jennifer Charlot. I told her I have sensitive teeth due to a lack of enamel and grinding my teeth. I told her I'm having sensitive gums today (attributes to super sour candy I shouldn't have eaten yesterday). Jennifer proceeds to clean my teeth with a curved metal pick and in the process, continuously jabs my gums with her pick. I didn't say anything for the first 29 jabs to my sensitive, bleeding, but I told myself at 30, I'd say something. I said, "Sorry, I keep wincing, but you're missing my teeth sometimes and are stabbing my gums. Just thought I'd let you know." As a former customer service trainer, I can honestly say she did everything wrong. She denied it. "I DIDN'T TOUCH your gums." "I can tell you from my perspective of this being my gums, you did, and I'm letting you know because I thought you might want to know how your patient feels. So I'm communicating this to you." Jennifer denied it and then blamed me, "I DID NOT. It just FEELS like it did because your teeth have A LOT of plaque." She then stopped cleaning my teeth and said, "I'm done. I'm finishing you up." "Okaaay." Jennifer said, "And I'll make sure you get a different hygienist from now on." Whoa, Jennifer. Chill. I told her, "I didn't say that. You could just try to maybe be more gentle if someone mentions having pain or sensitivity." "Do you want your teeth polished?" It looks like Jennifer was tired and stressed or something, but showing a complete lack of empathy and an abundance of apathy, Jennifer needs to understand hygienists work with humans who have feelings. I know most of the staff is wonderful, but perhaps a basic customer service training or talking points would help the Jennifers in the company. If she learned how to acknowledge someone is having a feeling or emotion, show basic empathy or even just a basic "I definitely understand how that could be uncomfortable", and present a solution on the behavior she's changing while showing her openness to communicate, such as "I'll slow down a bit and let me know if that makes a difference." Buck up, Jennifer, life isn't all that bad and even if you thought it was, don't take it out on your patients. We don't want to be there either!

sully Tuty

Terrible clinic I have been trying for more than a year to get an appointment in person since I have a problem in my arm and the pain is unbearable and they can never attend to one in person after that they order a laboratory and they don't even give the results, the doctor says call to make an appointment in person call one and they say no for nothing terrible service

Yeishka Ortiz

WAITED 6 MONTHS FOR AN APPOINTMENT JUST FOR THEM TO RESCHEDULE IT ANOTHER 3 MONTHS. I had a telemedicine appointment and they literally never even called me. Then tell me last minute that they was supposed to send a link but I NEVER even got a link. WOULD NOT SUGGEST!

Donald Jackson

2nd time in three years that they have switched my primary care doctor. I'm 60 years old! Is it too much to want to keep the same doctor until the day I die? I'm fed up and will be moving over to Capital Health, thank you 😊