Business ProfileforVisual Connection, The

The worst experience that I ever had. The VA assigned me to Visual Connection because staff was short at the VA. I got the referral from the VA and called these people to set up an appointment. The person on the phone set me up with an appointment, and mailed me paperwork to fill out. A week before my appointment, I asked to see if I could swing by to find the location and turn in the paperwork. I was told that was ok. The office was closed between 1200-1330. There were blanks because I did not understand the questions. I get there at 1330, and the door was locked. I wore a mask and followed social distancing protocols. Also, there was a black sheet covering the door from the inside. At 1335, the door was still locked and I called. They keep the door locked during business hours. You get let in, but the door is locked after entry. The person who opened the door was a heavy set blonde woman with lots of tattoos. I told her who I was that I needed help filling in the missing blanks. She said that I don't have an appointment. I told here I know, mine is the following week. I need help filling in the questions that I don't understand. She tells me that I have to fill these out outside. I tell her that I don't have a support to write this and I still need help to answer these questions. She shoves a clip board in my face and was getting ready to slam the door at me.. Just before, I go in and go straight to the counter. I again ask that I need help to fill out these questions. She banters back and forth about the appointment. She tells me how rude I was, and I told her that she was rude by shoving a clip board in my face. By this time I needed to use the rest room because of a medical condition. She said no, but another lady told me where it was. When I was done, I saw a man standing and thanked him, for the use of the rest room. I asked for help filling out the form. He was saying that I don't have an appointment, and I told him the same thing. He tells me to leave, and I told him that I am getting this ready for my appointment. He told me tht there will be no appointment that I will not be seen here or ever. He asked for my name . I said what I had to say and left. I contacted the VA and they set me up with another provider. I also gave a full account of what happened. I stressed that the way they treated me, I don't want to see that happen to another Veteran.

Thank you for your feedback regarding your experience at our office. While I regret that your experience was negative, please understand that this office has committed to help reduce the spread of COVID-19 by implementing various protocols. This includes limiting access to our building to those who have scheduled appointments and screening the temperature of anyone who enters the office. These updated protocols are listed both on our website and on the exterior windows and doors of our building. As an employer, staff safety and wellbeing is one of my highest priorities. Verbal abuse (ie rude or vulgar language directed toward myself or my staff) or physical aggression (ie pushing your way into our building) cannot be tolerated. While we strive for a positive interaction with every patient that walks through our door, we understand that that is not always going to be the case. I am glad to hear that the VA was able to help you locate another provider.

My Response To Visual Connection's Comment: To begin with, I treat people with dignity and respect. If I am treated decently, I reciprocate with decent treatment. If I am being rudely treated, I react accordingly. Respect is a two way street. When I received my paperwork, There was nothing in there about protocol. I called in good faith to find out if I can submit my paperwork a week before my appointment. I wanted to make sure everything is correct. That would save time so that everything will be correct beforehand. I was told I could bring it in and submit the paperwork. On 5 MAY 21, I called to say that I was in the area if I could drop off the paperwork, and needed help to answer some questions. Again, I was told that I could. I was told nothing about protocol. When I went to the door and I was being refused help, I was getting a little upset. By continuing to ask questions for help filling out the form, the heavyset blonde woman with the tattoos was telling me how rude I was. Then she shoves a clipboard in my face and that's when I went through to the office. I wanted to speak to management, but wasn't afforded the opportunity. To me, not answering my questions and shoving a clipboard in my face is very rude. To sum things up, I am glad I saw this firsthand so the actual appointment would have been a disaster. Visual Connection, actually did me a favor by not allowing me to have my treatment with them. With their poor attitude and rude customer service, I wonder how they stay in business.