1 /5 Nova OuYang: I am absolutely outraged and appalled by the service provided by the front desk at this clinic. My eldest son is currently in the process of legally changing his last name—a complicated and lengthy legal procedure that takes anywhere from 6 to 12 months, if not longer. Before moving to this city, we were always treated with understanding and respect regarding our familys situation, whether it was in Hawaii, Texas, or even at my sons school. However, the experience we had with the front desk at this clinic was nothing short of shocking and infuriating.
The front desk staff had the audacity to express "curiosity" about why my husband and son have different last names, and proceeded to ask a barrage of irrelevant and deeply offensive personal questions: "Why is the last name different? Is he a stepson? Is he adopted? Is he not your biological child?" These questions were shamelessly asked over the phone on speaker, with my son right next to us. My husband made it clear that my sons biological father had passed away due to kidney failure, and that we are in the process of changing his last name, and we did not want to discuss this matter further. Yet, the front desk staff, in an appalling display of insensitivity and unprofessionalism, admitted that she was "just curious"! What kind of professional behavior is this? The front desk has no business treating a patient’s personal life as fodder for their own curiosity and gossip.
To make matters worse, the front desk called us back later to inform us that she had discussed our private family matters with her "supervisor" or colleagues and suggested that I sign some kind of consent form. This is not just a blatant violation of our privacy; it’s an outrageous breach of patient confidentiality and basic human decency! We had already clarified that our insurance coverage was in order, yet she felt compelled to spread our personal information around like it was some kind of gossip to be shared.
As a mother, I am furious and deeply hurt by the front desk’s behavior. Simply because my son’s last name currently differs from the rest of the family, the front desk saw fit to treat us with such blatant discrimination and disrespect, to the point of invading our privacy. I seriously question whether the staff here have any sense of professional ethics or basic humanity! This kind of ignorance and rudeness is absolutely unacceptable and must be addressed immediately.
