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NEWS | March 18, 2022

Feedback Fridays

By Brig. Gen. Caroline M. Miller 502d Air Base Wing and Joint Base San Antonio Commander

Feedback Fridays is a weekly forum that aims to connect the 502d Air Base Wing with members of the Joint Base San Antonio community. Questions are collected during commander’s calls, town hall meetings and throughout the week.

If you have a question or concern, please send an email to 502ABW.PA.official@us.af.mil using the subject line “Feedback Fridays.”

Questions will be further researched and published as information becomes available.

Q: Why are the front desk clerks at Budge Dental Clinic at JBSA-Fort Sam Houston providing unsatisfying customer service? I’ve noticed that they lose dental records and use provoking behavior and speech towards service members.

I scheduled an appointment in early December for the end of that same month. I was called on the day of my appointment and asked if I would be willing to arrive an hour early and I agreed.

When I arrived, I was greeted in a very unprofessional manner, and I was told that I was late. I was told that I needed to be rescheduled.

I asked why I would need to be rescheduled when my original appointment was at 1:30 p.m. and I was there at 12:30 p.m. A different staff member then stated that I never had a 1:30 p.m. appointment. I called home and got a photo of the original appointment. Someone in the back had booked me incorrectly.

I would like to reiterate how rude and unprofessional both staff members were to me. I asked one of them for their first name three times. On the third request, they asked me, "Why do you need to know my first name?”

I have noticed that a few members have been extremely rude and unprofessional to people every time I have been in this clinic.

Perhaps it’s because they are used to dealing with students, and their behavior goes unchecked.

A: Thank you for taking the time to submit your experience to us through Feedback Fridays.

We would like to sincerely apologize for the miscommunication and behavior of this encounter. As a whole, we strive to treat our patients with the utmost care and respect.

All of our staff are regularly trained and continually reminded to treat everyone with complete dignity and professionalism. 

It is never acceptable for our members to be rude or unprofessional to a patient. The individual(s) and staff members involved will be approached by their leadership, and appropriate action to remedy this type of behavior will be taken.

We hope you will find your next encounter with us to be a large improvement. We value all of our patients and want to continue to create an environment of care and respect in our clinics. Thank you for your patience and feedback.