How to avoid a scheduling disaster

A few months ago, I scheduled an appointment online with a local physician. I couldn’t believe how easy it was. I was given various date/time options and picked one that worked for me and my busy schedule. I received an appointment confirmation text within seconds of booking and couldn’t be happier. It was like ordering something from Amazon. 

Several days later I received a text stating that my doctor needed to reschedule. I was allowed to pick an alternate date and received a new appointment confirmation. Too good to be true.  

One day before the appointment date, I received two appointment confirmations with the option to cancel and reschedule. I guess they already knew how hectic my life was and wanted to make sure I wasn’t going to miss this appointment. I really started to like this practice. 

Upon arrival, I walked up to the window and to my surprise received a perplexing stare from the receptionist. She asked me what I wanted? I told her I had an appointment to see the doctor and she said the doctor had not been in the office for 60 days due to Covid-19 and why did I show up?

I told her I had a confirmed appointment and even showed her the text confirmation. She immediately said “oh we haven’t used that service for months now. You will have to call and make an appointment. And it won’t be for another 60 days before the doctor is back in the office.”

I was in shock to say the least on top of the expletives that followed. This was good scheduling technology gone bad. Although the platform worked, it was not managed appropriately and ultimately led to my refusal to book another appointment with that office on top of the friends and family that I recounted my experience to.