Beautiful Smiles Children's Dental Health

To Whom it may concern, yes we did receive the complaint from our patient, *** ***It is hard for me to know exactly what happened between Ms*** and one of our front desk staff but we have addressed this issue with her and this is what she has told us what happened...Ms***
missed an appointment for her two children and when she called to reschedule their appointment she was told about our office policy and if an appointment is missed without notification then we charge a $25/fee in order to make a future appointment. Ms*** was unhappy about this policy and our front desk assistant reiterated that in order to reschedule the appointment the fee needed to be paidMs*** paid the fee and made a new appointmentIn the meantime one of her sons had an emergency and called the office to get him in and we immediately made room in the schedule to see himI am not sure of the tone of the conversation but I did address the issue with both parties. I realize every family has a situation and we strive to make sure all needs are met for our patientsWe instilled this policy after having many, many cancellations from numerous familiesAfter receiving the complaint I immediately contacted Ms*** letting her know we would waive the fee since she had no previous missed appointmentsWe have over patients at this practice and not every assistant working the front desk knows exactly the situation of every encounter.Thank you, Nadia C***Accounts Payable/Payroll AdministratorBeautiful Smiles, CDH***