Arizona Center for Advanced Medicine, PLC

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

- [redacted] originally had blood drawn on or about 02-17-14. Two tests were ordered.

- Apparently my staff only in fact put one of those tests into the online ordering system.

- That first test became available on 03-13-14,and [redacted] was notified to contact us to have the results...

explained to her.

- At this point it was discovered that the second test had never been ordered. The office manager took responsibility for getting the second test ordered.

- The office manager apparently dropped the ball, because the next communication on the record was a month later, when she apologizes for not having followed through.

- Our office moved its location during the first week of April. We had a new phone system which in the beginning did not take messages correctly, sometimes lost messages. Things in the office were somewhat in disarray. I am afraid that [redacted]’s test was caught in that disarray.

- Although I do not have any record of such a conversation, apparently **  [redacted] apparently chose not to have the [redacted] #3 run, and wanted a refund. The office manager communicated to me that the test had been run, but that the patient was refusing to pay for it. Had I realized that the patient had refused to have the test run, we would have refunded her money immediately. However, because of miscommunication from the office manager (who indeed no longer works for us), that information was not given to me until just now.  

- [redacted] eventually refused the charge on her American Express card, and we did not dispute the charge-back.

- I can understand her complaint, and I think she had every right to be angry. I am sorry that because of my office manager’s miscommunication with me I did not personally follow up on the issue until this morning.

- [redacted] has a legitimate complaint. I failed to follow up on it personally, and as a result she felt impelled to complain to the Revdex.com.

- We do have to rely upon our staff to deal with issues competently. In this particular case, the issue was not dealt with competently.

- I, as the Captain of the ship, must take the responsibility for my staff’s lack of competence.

Please communicate my apologies to [redacted] - as will I.

Please read the attached. When an employee walks off the job, it is always a difficult situation.