The doctor was excellent but the lady who signed me in needs training. She had me waiting on the 3rd floor when they were calling me on the 2nd floor. I was late and almost missed the appointment because of this. Last time I showed up thinking my appt. was to see Dr. Bell. It was for my labs 5 days before seeing my doctor. She told me that I didn't have an appointment. I went home. Thankfully, they called me 2 days before my appointment with Dr. Bell and told me that I needed to come in and take the blood tests. Fasting was required. She inconvenienced me by not searching the system better. If someone is telling you they have an appointment at a certain time but don't or can't remember with whom I think that customer's have an expectation that the person behind the desk can assist. Lastly, when she told me that my appointment was "across the hall" on the 3rd floor she didn't SIGN ME IN. Because of my previous experience with her I was walking away and turned around to go back to her. She knew why. THEN she asked me did I want her to sign me in. If I hadn't been signed in the people on the second floor would not have been looking for me. Dr. Grubers assistant on the 2nd floor called upstairs for me. I would have missed ANOTHER appointment because of her. I was so frustrated with her I thought that my blood pressure was going to be sky high, but thankfully it wasn't. I feel that ALL of the desk clerks should sign a patient in out of courtesy and THEN direct them correctly where they should go. A patient should not have to ask to be signed in. In all of my years with Advocate she is the only one who doesn't/didn't do this. She is not motivated to serve customers. I'm retired now, but I wrote and created the customer service training for People's Gas and North Shore Gas and trained trainers and over 3000 employees. I also trained 47 companies that People's Gas contracted with, and assisted with the creation of a Learning Management System (LMS) online course for new employees using snippets from a live training. As on Operations Supervisor this was outside of the scope of my duties. My training, based on a book I was writing is called "The 3 Laws of Customer Service" the MVP Method.  1. The M stands for Motivation. Having an understanding that customer's pay our salaries, and exercising genuine care. 2. The V stands for Vocal control, or voice control. (What you say and how you say it... the importance of tone, volume, asking and answering questions, using "power phrases" to enhance customer satisfaction). 3. The P stands for Personal Projection. (What you project, you can expect... this includes, the greeting, facial expression, and presenting yourself as being properly dressed and groomed.  All of the training is based on the universal Laws of Reciprocity.  I wrote all of this to inform you that I'm not just some disgruntled patient. I treated her with respect (and pity) but didn't know who to direct my disappointment to... in a calm and amiable manner, by the way. My goal is not to have her disciplined, but trained. Customer Service is my passion... and my pet peeve.  Does Advocate need help? ?
Beverly 9831 Western ENT