BETHESDA NORTH OB-GYN CTR

Re: *** ** *** *** *** ***
*** *** *** In response to *** ***’s history of events on 9-1-15, she was unable to contact the OB/Gyn Clinic staff enroute to her 8:a.mappointment on Tuesday, 9-1-to report that she may be late due to
interstate traffic because the OB/Gyn telephone lines were not open until 8:a.m *** *** arrived at 8:a.mand unfortunately, the OB/Gyn staff explained that the Clinic runs a very tight schedule and *** *** was invited to wait should another patient be a no show that morning so they could work *** *** in to see the nurse for her first time appointment Later that same morning, *** ***’s significant other contacted the Bethesda North Patient Relations Department to complain that they were still waiting but all the patients had come in for their appointments so there were no last minutes cancellations where the OB/Gyn Clinic could work *** *** in that morning The Patient Representative, Lea P***, called the Nurse Manager, MsJ***, of the OB/Gyn Clinic to discuss the patient’s complaint and what MsJ*** might be able to do for the patient Since there were not any no-shows that morning, the OB/Gyn Clinic was not able to work *** *** in to see the nurse for her first appointment at the Clinic MsJ*** was able to re-schedule *** ***’s first nurse appointment by arranging to have a nurse come in on her day off especially to see *** *** on Thursday, -3-at 8:a.m Lea P***, Patient Representative, contacted *** ***’s significant other that afternoon who said the patient would keep the appointment but it was inconvenient for him since he had to take more time off work MsP*** apologized but encouraged the significant other to encourage the patient to keep her appointment on 9-3-at 8:a.m Unfortunately, *** *** was a no-show on 9-3-15. In the meantime, MsJ***, Nurse Manager of the OB/Gyn Clinic has arranged that the OB/Gyn Clinic teleph*** will be staffed to answer telephone calls beginning at 8:a.meffective Monday, September 21, 2015. We are sorry that *** *** was unable to keep her 9-3-appointment but would encourage her to call to make an appointment Thank you for the opportunity to improve our telephone access service. Sincerely, Lea P*** on behalf of MsDJ***, OB/Gyn Manager