Excelsis Health

I am writing to share an experience that left me deeply disappointed during my most recent visit to your office. I believe in clear communication and mutual respect, and I hope my feedback will be received in that spirit. I arrived for my appointment on December 19, 2025, just under 15 minutes past my scheduled time. I had driven an hour across the city in extremely heavier than usual traffic to attend what would have been my fourth or fifth appointment with this practice. Upon arrival, I paid my copayment and took my seat in the waiting area. Within approximately three minutes, the front office assistant, Kimberly, called me to the desk. She informed me that the provider, Kristin Mink, had directed her to issue a refund and reschedule my appointment because I was 15 minutes late. I apologized and explained that I had driven a long distance and would gladly wait if there was any possibility of being worked into the schedule. I requested Kimberly at least inquire if this was a possibility. Kimberly did not look up from her task of printing the receipt, and when she handed me the refund receipt, she stated very directly, “The provider directed me to give you a refund.” At that same moment, Kristin opened the door to call in the next patient and did not acknowledge that I was standing at the desk. This is a small office. I am certain Kristin heard the request. I fully understand that offices have protocols and that the schedule may have been too full to accommodate me that day. What I do not understand is why it was difficult to show even a small measure of compassion or empathy for my situation. This was my first time ever arriving late, and my tardiness was not intentional. Acknowledging my request, or simply expressing understanding, would have demonstrated care rather than leaving me feeling dismissed and disrespected. While Kimberly remained professional, her demeanor was cold and disengaged, and she showed no interest in whether I rescheduled. Kristin followed policy, but she did not take even a moment to acknowledge me as a patient. This was especially disheartening because my previous experiences with Dr. Cain left me feeling valued and respected. In contrast, my last two appointments with Kristin have not reflected the same level of care. Additionally, the refund receipt was timestamped at 1:49 p.m., indicating that I was exactly 15 minutes late for my 1:30 p.m. appointment. I have consistently arrived on time for all prior visits, and I have never been seen at my exact appointment time on any visit. In fact, I have waited as long as 20 minutes on several occasions. I understand that delays happen and schedules fluctuate, but compassion should not. In conclusion, I recognize that the office may have been unable to work me in that day. However, it would have made a meaningful difference to feel that the staff cared about my experience and respected the effort I made to be there. Thank you for taking the time to review my concerns and everything you do to serve others. I hope this feedback will help strengthen the patient experience for others in the future. Dr. Marquenta Sands Hall

Dr Cain is very knowledgeable and a good listener. I was so impressed by the way she took her time to listen and care for my concerns. I feel confident that she is going to help me with my issues and get me back to a healthier me.

I have been at this practice for probably a year or so now, and have seen Allison and Michelle. GREAT experiences with both. Being early 20s, I am very much not the typical patient for this practice, so I was nervous going in, but that did not affect my experience at all. I have medical conditions that make weight loss very hard, and they have been understanding and so patient, and gotten me on correct medications and given me a lifestyle plan that is starting to lead to results. Office staff is wonderful as well.

My husband and I visited Dr. Cain last Friday for a consultation to kick off my weight loss journey. We could not be more grateful or impressed. She is warm, professional, super knowledgeable, patient, encouraging, and helpful. She shoots straight from the hip with a 1-2 punch of science-backed/evidence-based research and a compassionate multi-pronged, step by step approach on how to proceed.

Going to Dr. Cain was by far one of the best decisions I've ever made. Her views on obesity as THE cause of other diagnoses and not the symptom of something was spot on! It's been a year since I've been working with her and my personal trainer, and I've lost over 50lbs the healthy way. She knows her stuff and has made such a difference in my entire life!