I am writing to formally express my concerns regarding the lack of communication and patient support at this office. Over the past four months I have had two testosterone blood tests showing very low levels (188 and 195). I was instructed to call the office regarding my results, but every time I call the phone rings without being answered and eventually goes to voicemail. The voicemail box is full and does not accept messages, which suggests that messages are not being monitored. I have also attempted to contact the office through the patient portal, but the system does not appear to be functioning properly as it will not allow messages to be sent or documents to be uploaded. Additionally, the email address provided by the office returns a “bad email address” error when attempting to send messages. These issues make it nearly impossible for a patient to follow up on important medical results or discuss next steps in their care. I want to be clear that my concern is not necessarily with the physician, but with the front office communication and the lack of responsiveness from the staff responsible for patient contact. At this point I feel that I have not been properly supported as a patient, particularly after receiving two documented low testosterone test results. If this matter cannot be addressed promptly and communication improved, I will be submitting a formal complaint to the Texas Medical Board regarding the lack of responsiveness and the difficulty patients face in obtaining follow-up care through this office.
