November 19, 2009
Ms. Deborah Tarulli
Director, Mount Sinai Family Health Associates
27-15 30th Ave
Long Island City, NY 11102
Dear Ms. Tarulli,
Hello. My name is Gabrielle Cuebas. I am writing this because I am concerned with the service that I
have received over the past year at the Mount Sinai Family Health Associates (MSFHA) facility in
Long Island City. Unfortunately, I am dissatisfied with the faculty performance at the clinic, due to
several experiences. Three of my problems include: 1) I am not being seen by my doctor, Elizabeth
Reynolds, within a reasonable time frame from my appointment time, 2) I do not feel that patients with
appointments are the ultimate priority, 3) and I believe that there is poor communication between the
clinic faculty and patients when there is a conflict among the doctors. Because I have experienced all of
this distress this year, I am offering solutions to these problems in the hopes that I will not have to find
another primary doctor.
In the early spring of 2009, I had an appointment around 2:00 P.M. I saw the doctor for a total of five
minutes, but this was after waiting almost two hours to be seen. All of this time was spent on obtaining
my file, accessing my insurance information, and a short period with the nurse. Never have I had to
wait so long for medical attention for something so simple as a cold. A major reason for this is that
things are not done electronically. The facility has a small room behind the reception desk that contains
paper files of all the patients. The only computers that are in use are at the reception desk. The doctors
and nurses should be recording all information on computers in their offices and only use paper files as
backup. Doing business electronically would make a huge difference in the amount of time it takes to
be attended to. For example, if I call T-Mobile or go to the store, I have to wait no more than two
minutes for the representative to assist me because all of my personal information is in the system.
Unlike the doctors and nurses at MSFHA , which ask me for the same information at each visit, as they
write it down. And they tend to lose my information, from my experience.
The second problem about MSFHA is that I do not feel that patients who make appointments are
considered priorities. There have been instances where I, and several other patients, will be waiting for
an extended time, when suddenly a walk-in patient enters the clinic, and is seen within a short period of
time. This also happened is the spring of 2009. Because I am used to the lousy service I didn't care, but
the other patients were furious because the walk-in did not appear to be in any severe condition. People
should be seen according to the appointment schedule, and walk-ins should be required to wait until
we are done, given that their situation is not dire. For example, my sister and I went to the Apple Store
by Central Park on 61st street and 5th avenue to get help with the cracked screen on her iPhone. It was
our first visit to the store so we do not know that we had to sign our names on a waiting list to be seen;
no exceptions. This “no-exceptions” theory should be applied to the clinic. It is only fair.
The final issue that I have with the clinic is the lack of communication between the faculty and patients
of MSFHA. It is not sufficient when there is a conflict that could interfere with patient appointments.
During the early summer I had an evening appointment for 4:00 P.M. Instead of waiting the usual hour
and a half to be seen, I waited almost three hours to be seen. I was not give a reason why. I overheard
the receptionist telling another patient at the front desk that Dr. Giraldo was unable to make it to work
and Dr. Reynolds had to take on all of his patients' appointments. I was outraged by this but there was
nothing I could do but to continue waiting. A simple solution to this problem would be to call the
patients and make them aware of any conflicting situations, so we can decide whether to attend the
appointment or reschedule. For example, I usually receive a reminder phone call from my dentist, but 3
of those phone calls this year were about the need to reschedule my appointment because of
circumstances that prevented the dentist from showing up.
Solving these problems at MSFHA, even in the slightest sense, will certainly decrease the many
complaints I have heard and the personal concerns that I have. I understand it is difficult to run such a
facility, but clearly there are issues that need to be resolved. As a patient among many, we will benefit
from the resolution of these problems because we will no longer feel like our time is being wasted, and
the doctors and other faculty will be able to manage their time more efficiently. Electronic file access
and information logging will cut the time in half to be seen and checked by a doctor, and focusing on
patient priority and increasing communication, will all enhance the service that is received by all
patients, and it will decrease the anxiety of both the faculty and patients of the clinic. I appreciate you
taking the time to acknowledge my letter. Farewell.
Sincerely,
Gabrielle Cuebas
Patient, Mount Sinai Family Health Associates