Be Well Acupuncture

Dear Mrs [redacted] , In my response to the complaint you’ve received, I will go chronologically I have a system that automatically sends out a confirmation email the day an appointment is scheduled and two reminder emails- one days before and one the day before, for every appointmentThis patient did not show up for her appointment, so I sent her a text about minutes after her appointment time was to begin to see if she forgot about it, with the intention of rescheduling herI sent the text message and continued on with my days schedule, which included patients back to back all day long; the plight of any busy medical practiceI can prove that she texted times and called times in a row over the course of minutes while I was with another patientI did not answer her calls, but I did call her back when I was finishedShe expressed that she was on her way and would be here “in seconds”I explained that I would try to work her in, but she would have to wait a few minutes as I did have other patientsShe identified that that was fine, that she had been looking forward to the appointment and did not want to be charged the missed appointment fee Upon showing up precisely minutes late for her 45-minute appointment, she entered the lobby and yelled "***?!” There is a nice little sign that says, ‘Please have seat- we will be with you shortly.’ I was in the process of checking out a patient at my desk in the rear portion of the building, so I again told her that she would have to waitShe was rude, demanding, and angry that she had to wait for me to squeeze her inHer attitude was here, just as in her complaint, that although she was minutes late to her appointment I should ignore everyone else and succumb to her needs and demands immediately upon her arrival I finished checking my first patient out and called her into a treatment roomUpon entry into a treatment room, I told her that I was happy to work her in, but felt that I needed to set a boundary about excessive calling as she had called times in a rowShe charged at meI did not moveFrustrated, she exited the treatment room and burst into the lobbyShe threw her arms up in the air screaming and acted like I had hit her, and then bowed up and became physically threatening towards meShe would start towards me, and then take a step back- this happened over and overAgain, I did not budge and this seemed to really frustrate herShe began yelling and cursing that she would not be treated like this, that I was not getting away with this, that she would not be accused of calling times, and that she would not be paying me a dime for my services or for the missed appointment feeDuring her fit of rage, she admitted that she that she called times in a row, but still insisted that she would not be accused of calling so many timesI believe that this speaks volumes as the behavior exhibited by this womanI will have to say that she was presenting to me as unstable, irrational, and I did personally feel that my safety was at risk- especially if I gave any ground or indication that I was afraidIn fact, she was so loud and volatile that she disturbed ALL of my other patientsShe continued to scream, yell, curse, threaten, and speak in a circular manner that made no senseSeeing that the situation was only getting worse, I asked her to leaveAfter this point, there were things that occurred that are being taken care of legally, so I am not able to discuss them publicallyI’m not surprised that she did not include them in her complaint, as they only further paint the picture of her instabilityI will make it known that I have three witnesses to the mentally unsound behavior exhibited by this person who also felt that she was posing a risk to my physical well-being, disturbed my business, and who were so deeply concerned for my safety that they all advised that I seek an order of protection- which I think I do need to pursue as it is clear that she will continue to harass me unless I seek legal means of ending the abuse I did send her a bill for the missed appointment along with her signed copy of the clinic policy which she signed prior to her appointment that states charges for missed appointments are incurred if you are or more minutes late or do not cancel your appointment with a hours noticeThis policy is a standard in the medical community and is in place as Be Well Acupuncture is a busy clinic and I often cannot see someone when they show up more than minutes after their appointment timeBy her own admission, she did miss the appointment and I did try to work with her so she could avoid the feeThe fact that she selected to harass me, disrupt my business, threaten me, and to now continue her abusive behavior through third parties does not mean that I should not charge the feeI referred her to a mental health professional as I believe that they are best suited to help herI fear for the safety of this person’s family as her behavior can only be described as disturbed, out of control, and not based in reality I believe that it is clear that I have been threatened and harassed by this person and that my business and patrons of my business have been disrupted by this personAt this point, I believe that she is using you to assist her in furthering her crusade of harassment and abuse in an attempt to review blackmail meI will not stand for this abuse and I will not participate in any form of blackmailI am very highly rated, and will continue to be as I work diligently to be the best Acupuncture Physician in the metro area Warm regards, [redacted] , M.Ac., Ph.D.c

Dear Mrs. [redacted],    In my response to the complaint you’ve received, I will go chronologically.  I have a system that automatically sends out a confirmation email the day an appointment is scheduled and two reminder emails- one 2 days before and one the day before, for every...

appointment. This patient did not show up for her appointment, so I sent her a text about 15 minutes after her appointment time was to begin to see if she forgot about it, with the intention of rescheduling her. I sent the text message and continued on with my days schedule, which included patients back to back all day long; the plight of any busy medical practice. I can prove that she texted 4 times and called 7 times in a row over the course of 2 minutes while I was with another patient. I did not answer her calls, but I did call her back when I was finished. She expressed that she was on her way and would be here “in 2 seconds”. I explained that I would try to work her in, but she would have to wait a few minutes as I did have other patients. She identified that that was fine, that she had been looking forward to the appointment and did not want to be charged the missed appointment fee.  Upon showing up precisely 36 minutes late for her 45-minute appointment, she entered the lobby and yelled "[redacted]?!” There is a nice little sign that says, ‘Please have seat- we will be with you shortly.’  I was in the process of checking out a patient at my desk in the rear portion of the building, so I again told her that she would have to wait. She was rude, demanding, and angry that she had to wait for me to squeeze her in. Her attitude was here, just as in her complaint, that although she was 36 minutes late to her appointment I should ignore everyone else and succumb to her needs and demands immediately upon her arrival.  I finished checking my first patient out and called her into a treatment room. Upon entry into a treatment room, I told her that I was happy to work her in, but felt that I needed to set a boundary about excessive calling as she had called 7 times in a row. She charged at me. I did not move. Frustrated, she exited the treatment room and burst into the lobby. She threw her arms up in the air screaming and acted like I had hit her, and then bowed up and became physically threatening towards me. She would start towards me, and then take a step back- this happened over and over. Again, I did not budge and this seemed to really frustrate her. She began yelling and cursing that she would not be treated like this, that I was not getting away with this, that she would not be accused of calling 7 times, and that she would not be paying me a dime for my services or for the missed appointment fee. During her fit of rage, she admitted that she that she called 7 times in a row, but still insisted that she would not be accused of calling so many times. I believe that this speaks volumes as the behavior exhibited by this woman. I will have to say that she was presenting to me as unstable, irrational, and I did personally feel that my safety was at risk- especially if I gave any ground or indication that I was afraid. In fact, she was so loud and volatile that she disturbed ALL of my other patients. She continued to scream, yell, curse, threaten, and speak in a circular manner that made no sense. Seeing that the situation was only getting worse, I asked her to leave. After this point, there were things that occurred that are being taken care of legally, so I am not able to discuss them publically. I’m not surprised that she did not include them in her complaint, as they only further paint the picture of her instability. I will make it known that I have three witnesses to the mentally unsound behavior exhibited by this person who also felt that she was posing a risk to my physical well-being, disturbed my business, and who were so deeply concerned for my safety that they all advised that I seek an order of protection- which I think I do need to pursue as it is clear that she will continue to harass me unless I seek legal means of ending the abuse.  I did send her a bill for the missed appointment along with her signed copy of the clinic policy which she signed prior to her appointment that states charges for missed appointments are incurred if you are 10 or more minutes late or do not cancel your appointment with a 24 hours notice. This policy is a standard in the medical community and is in place as Be Well Acupuncture is a busy clinic and I often cannot see someone when they show up more than 10 minutes after their appointment time. By her own admission, she did miss the appointment and I did try to work with her so she could avoid the fee. The fact that she selected to harass me, disrupt my business, threaten me, and to now continue her abusive behavior through third parties does not mean that I should not charge the fee. I referred her to a mental health professional as I believe that they are best suited to help her. I fear for the safety of this person’s family as her behavior can only be described as disturbed, out of control, and not based in reality.  I believe that it is clear that I have been threatened and harassed by this person and that my business and patrons of my business have been disrupted by this person. At this point, I believe that she is using you to assist her in furthering her crusade of harassment and abuse in an attempt to review blackmail me. I will not stand for this abuse and I will not participate in any form of blackmail. I am very highly rated, and will continue to be as I work diligently to be the best Acupuncture Physician in the metro area.     Warm regards,    [redacted], M.Ac., Ph.D.c