BodyLogicMD of Vail

I am writing you to address complaint #*** This complaint was resolved while I was on maternity leave, by my co-worker *** ***, directly with the patient DrArcher refunded the total amount paid to the patient, supplied her with a prescription for a day supply of her
medication and gave her recommendations for other physicians who she could contact to continue her care.
Before I had gone on maternity leave on 2/28/14, I had apologized to the patient regarding the misunderstanding of having been told to arrive minutes early I had explained to her that we work in a group of doctors and some of them require additional paperwork to be filled out at their first appointment in addition to the online profile However, DrArcher only requires the online profile to be complete before the patient arrives at their first visit As for a minute delay to be seen, I apologized as well Unfortunately, DrArcher had a few patients before her and one was tardy, pushing back her schedule for the day
We only schedule consultations in and minute increments The minute appointments being for initial consultations and the minute appointments for follow up consultations for existing patients We have never scheduled or offered to schedule anything other than these time frames Occasionally, if DrArcher covers the entire history and patient concerns in less time than the allotted appointment time and the patient does not have further questions, the appointment will be concluded earlier, as was in this case.
DrArcher and our staff are committed to giving all of our patients the time and attention they deserve and we are happy to answer any further questions you may have You can contact myself at the number listed below or DrArcher directly on her cell phone ###-###-#### if you need any clarification.
Thank you for the opportunity to provide our side of the story Please let me know if I can be of further assistance to you
Warm regards,
*** ***
Office Administrator

Complaint: [redacted]
I am rejecting this response because:
You failed to mention that there was no correspondence from your office for 2 weeks.  I was left on my own with debilitating side effects and no support. Dr. Archer had originally written me a script for multiple months.  However, since I had increased my dose on my own to avoid the side effects and to finally feel better, Dr. Archer refused to write a script for the dose I felt was therapeutic. So when she renewed my script for only 30 days I did not have enough medication to last until my appointment with a different physician. Had she not written a new script I would have had enough refills already.  There was no apology for the lack of response while the office assistant was on maternity leave.  
In the future, the office should have a better procedure to check voicemails and emails in the absence of any staff, either for 1 day or several weeks. Leaving patients without support for that long is unacceptable.
Regards,
[redacted]