An insurance denial I do not control, rated as if it were my care
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The one star review was entirely about an insurance denial and an appointment that had to be rescheduled twice, administrative problems that I do not personally handle, yet it was written as a verdict on my medical care.
The actual clinical visit had gone fine, and the patient's issue was being managed appropriately, but a star rating cannot distinguish between "the front desk and my insurer frustrated me" and "the urologist was incompetent." I could not publicly walk through the authorization timeline without touching the patient's coverage details.
It is deflating to have careful clinical work judged by a paperwork snag that originated three companies away from me. Prospective patients occasionally cite it, and I find myself gently explaining that billing is a separate department, which is not a confidence inspiring thing to lead with.
I did ask my staff to reach out and try to resolve the underlying scheduling issue, which we eventually did, but the review remained unchanged.