This critical Urological Associates (UA) review is limited to UA’s business practices and does not involve Dr. Krajmerova. She provided outstanding support during my visit on 4/27/23, as noted in a separate feedback input. Nor is it criticism of the UA who generally appear pleasant and helpful.
UA’s customer business practices, from my experience at least, appear to be inefficient and not as customer focused as they could be. Here are some examples:
• Dr. Krajmerova asked that I complete some blood test work in the next week, someday around 0830. At no time was I told that script for test would be emailed to me. When I showed up at the Grandview lab of my primary care provider, UC Health, on 5/2/23, I learned that lab did not have script. Rather than going home, I contacted UA who advised script at been mailed to me. It was retransmitted. When received, it was from email@example.com, rather than UA. From an IT security perspective, I would never open such an email from an unrecognized source, especially since it was clear it contained an attachment. In discussions with UA, I recognized the email was safe and opened it. No where in the body of the email did it say it was from UA. Recommend this whole process be made clearer to customers, and if possible, the ‘from’ address tell reader it is from UA.
• Dr. Krajmerova told me of the UA portal and that I would soon receive an email invitation to join. When I did not receive this email on 4/26/26, I followed up the next day. The individual contacted acknowledged that the email inviting me to register for the UA portal had been generated, but not sent. It was sent soon after this call.
• In support of my disability claim, UA received a request from the Veterans Administration (VA), probably in March, asking from my medical records. Possibly there was an attempt to transmit them, but they were never received. I received a letter from the VA advising non-receipt of records and requesting my help. On 4/26/23 I came to the UA front desk and provided a gentleman, who appeared to be the records manager, with a copy of all relevant correspondence from the VA. He said he would immediately transmit my records to the VA. When I followed up with the VA on 5/3/23, it still did not have them. I’ve left a voice mail request with the UA records manager to retransmit again and advise me when complete.
• The UA portal could be more user friendly and ideally contain more information. For reference, UC Health’s patient portal shares all test results immediately and soon after a visit, publishes all of the doctor’s notes for patient review. That does not appear to be the case on the UA patient portal.
On the positive side, it’s good that UA is seeking feedback, indicating a desire for improvement.
Peter S. | May 03, 2023