Someone in my family recently visited Mountain Sports Medicine, after being referred by the health center since, apparently, they could not X-ray his hand which was most likely broken. The treatment, or lack thereof, he received was abhorrent. First, he was told that since the injury did not happen at Mount Snow, they wouldn’t treat him. “They were there for the patrons of Mount Snow only.” But wait, don’t leave yet, if he had cash or a credit card, they may be able to X-ray it for him. He was cradling his left hand, and the receptionist snidely stated “and I suppose you’re left-handed, too.” And then promptly made a derogatory remark about left-handers. Upon further investigation, we learned that Mountain Sports Medicine was actually expecting him. But, after snide and snotty treatment, who would want to go back? After we called them out on this mistreatment, we were told maybe he went to Base First Aid. Further research revealed that the two entities share a receptionist. He was ultimately turned away and left to wait until after the holiday for treatment.
Health care is serious business. There is no excuse for mistakes or patient mistreatment. The health center should be under some ethical duty to refer people to places that will actually help them. Mountain Sports Medicine should hire a receptionist with some customer service etiquette; this behavior should never be condoned; their arrogance and attitude caused further pain and aggravation. Clearly, empathy is lacking and this facility cares little for patients. I find it no coincidence that Mountain Sports Medicine is affiliated with the same business as the health center, which has recently been criticized, Southwestern Vermont Medical Center. Perhaps SVMC should make a New Year’s resolution: Pay more attention to the patients and less attention to PR.