Inova Cares Clinic for Families - Alexandria

"am writing to express my deep dissatisfaction with the quality of service provided by I Nova Clinic. I have recently experienced an unacceptable level of unprofessionalism during my interactions with your clinic, specifically regarding the prolonged hold times and the discourteous behavior displayed by your front desk staff. This is the second time I have been subjected to an excessively long hold time without my consent. On both occasions, I was left waiting on the phone for a staggering 37 minutes, which is an incredibly frustrating experience. As a patient, I expect prompt and efficient customer service, and these prolonged hold times demonstrate a lack of respect for my time and a failure to meet the basic standards of professionalism. Furthermore, the fact that I am forced to physically visit the clinic in order to make an appointment speaks volumes about the inefficiency of your telephone service. It is highly inconvenient to endure such extensive waiting times, and it defeats the purpose of having a phone system in place if I am forced to resort to in-person appointments to avoid the excessive hold times. This inconvenience not only disrupts my schedule but also reflects poorly on the overall customer experience. Moreover, the unprofessional behavior exhibited by your front desk staff is deeply concerning. Their attitude towards patients is far from courteous; they are often dismissive, abrupt, and rude. As a healthcare provider, it is imperative that your staff members maintain a high standard of professionalism and demonstrate empathy and respect towards patients at all times. Unfortunately, my interactions with the front desk have consistently fallen short of these expectations. I understand that high call volumes can sometimes lead to unavoidable hold times. However, as a patient, I should be promptly informed when I am being placed on hold and given the opportunity to decide whether I wish to continue waiting or explore alternative methods of communication. Failing to provide this basic courtesy demonstrates a lack of transparency and consideration for patients. I kindly request that you take immediate action to rectify these issues. Specifically, I expect measures to be implemented to reduce hold times, such as hiring additional staff or improving the efficiency of your phone system. Additionally, I strongly urge you to address the unprofessional behavior exhibited by your front desk staff through training and disciplinary measures, as appropriate. As a valued patient, I believe that it is not only my right but also my responsibility to bring these issues to your attention. I trust that you will take this complaint seriously and work towards improving the quality of service provided by I Nova Clinic. my concerns adequately may result in me seeking healthcare services elsewhere and sharing my negative experiences with others."

"While the doctors and social worker are nice and good...the receptionist NEVER answers. I went to this doctor for 2 years and everytime I call the front desk lady never answer . You have to keep calling over and over to get an answer !!"

"This was my first time here, and I find the staff here friendly. Indeed, the nurse I had was very helpful and caring about my health and wellbeing. The service is outstanding, the place is convenient for me to get there, and the resources they provide ( e.g., behavioral therapy)are useful. 10/31/2022 Update: Ever since I went here for therapy, my therapist, Dr. Gerald showed that he cares about people, rather than just treat it as a job. I appreciate the time and effort he provides to help, but also allow people to voice how they feel. Even though I provide cumulative ratings, he gets five stars (by far) in my book."

"The best staff and experience I have ever dealt with!! Love the comfort and help that I have been receiving. All my questions are always answered. If there was more than 5 stars rating I would give it to the NP Jessica and Social worker Gerald. Thank you so much for all the effort and care given to me regarding my health. Keep it going!"