Katherine Hendra, MD

I completed a sleep study that was ordered by Dr. Hendra. As a result of the sleep study Dr. Hendra recommended a CPAP. An appointment was scheduled to pickup the CPAP at Dr. Hendras office. I arrived at the office at 8:30am and went to the window to check in. The receptionist saw me standing there but didn’t open the glass or acknowledge my presence for 7 minutes. When she did she told me I could wait in the waiting room. I then asked for a copy of my sleep study. She told me I couldn’t get a copy. But I could fill out a request to get it sent to me in 3 weeks from a 3rd party. I asked why and she said they don’t keep medical records in the office. Confused and now irritated, I asked why a sleep clinic wouldn’t keep sleep study records of its patients. She the said, oh we have them but they’re in the computer and I can’t give them to you. She then said the 3rd party company they use will review my request and if they approve it they’ll send me a copy in 3 to 4 weeks. I asked why would… they not approve it and she replied, any number of reasons. Doctors need to keep in mind that while they’re focused on medicine their practice is a business and the customer experience does matter. The office staff they hire to manage their business is a reflection of them. There are too many good Doctors and other hospitals in Boston to put up with this nonsense and apathy from the office staff. I suggest you do as I’m going to, find another Doctor until Dr. Hendra’s office staff treats the patients as if they have an understanding that the customer experience matters.

Dr. Hendra is a terrific pulmonary and sleep doctor.