Upon being made aware of the unfortunate interaction that occurred on 2/21/2018 between a Brio Internal Medicine team member and a patient, two members of Brio’s leadership team reached out to the patient separately on 2/22/2018 to address her concerns and repair the relationship. The patient...
expressed legitimate frustration with the treatment she received upon entering the practice, as well as not being seen for her visit after going to great lengths and making every effort to attend her scheduled appointment. Brio’s leaders both expressed sincere regret about the way this patient was treated by its team member, and apologized numerous times for the role its team played in escalating a frustrating situation. What occurred that day was not normal nor acceptable, and we acknowledged as much to the patient. During both phone calls, the patient was apologetic regarding her role in the unfortunate incident as well and expressed her appreciation at our efforts to establish contact and genuinely listen to her concerns - so much so that she expressed a desire to attempt to retract her complaint. Our leadership team expressed Brio’s willingness to welcome this patient back at a future date in the same or a different Brio location in an effort to demonstrate how we value our patients and the superior level of customer service we typically provide. Brio takes great pride in its reputation of excellent care and customer service, and as such took immediate action to remedy this situation and implement training/education in order to prevent such an encounter from occurring in the future. We have addressed this situation directly with the team member involved and are continually working to improve in order to better serve the patients who entrust their care to us. With both parties expressing mutual regret and understanding, to our knowledge the situation has now been resolved, privately, to the satisfaction of both parties.
Upon being made aware of the unfortunate interaction that occurred on 2/21/2018 between a Brio Internal Medicine team member and a patient, two members of Brio’s leadership team reached out to the patient separately on 2/22/2018 to address her concerns and repair the relationship. The patient...
expressed legitimate frustration with the treatment she received upon entering the practice, as well as not being seen for her visit after going to great lengths and making every effort to attend her scheduled appointment. Brio’s leaders both expressed sincere regret about the way this patient was treated by its team member, and apologized numerous times for the role its team played in escalating a frustrating situation. What occurred that day was not normal nor acceptable, and we acknowledged as much to the patient. During both phone calls, the patient was apologetic regarding her role in the unfortunate incident as well and expressed her appreciation at our efforts to establish contact and genuinely listen to her concerns - so much so that she expressed a desire to attempt to retract her complaint. Our leadership team expressed Brio’s willingness to welcome this patient back at a future date in the same or a different Brio location in an effort to demonstrate how we value our patients and the superior level of customer service we typically provide. Brio takes great pride in its reputation of excellent care and customer service, and as such took immediate action to remedy this situation and implement training/education in order to prevent such an encounter from occurring in the future. We have addressed this situation directly with the team member involved and are continually working to improve in order to better serve the patients who entrust their care to us. With both parties expressing mutual regret and understanding, to our knowledge the situation has now been resolved, privately, to the satisfaction of both parties.