Brown's Cleaning Service

Customer Statement:   [redacted] daughter of [redacted], has stated that she contacted Cork Medical on (3) occasions week of the 25th to have the bed her father used picked up with no reply from Cork Medical.   Facts of the matter:   Mr. [redacted] unfortunately passed away...

Saturday May 23rd. Cork Medical was closed Monday May 25th, due to the Holiday weekend. AS you will see in the attachment labeled “Answer Midwest Email notification” page 2, the first call was received from Miss. [redacted] on Thursday May 28th at 5:04PM. On page 2, you will see it was received the following day Friday, May 29th, 2015 and sent to the [email protected], which would then be sent to the Appropriate Office Manager. The Office Manager would then review his current schedule of deliveries and pickups then reach out to the patient or in this case Miss [redacted], to schedule a day for the bed to be picked up. Office Manager Shawn S[redacted] reached out to Miss. [redacted] on June 1st to schedule a June 2nd pickup, 2 business days after receipt of the Pickup request.   Exhibit 2A labeled “Pick up/Exchange Ticket” shows the Pick-up was generated on 6/1/2015, 3 days after receipt of Miss’s [redacted]s request for the bed to be picked up. Please refer to the same attachment, which will show that the bed was picked up in a timely manner on 6/2/2015 by Driver/Technician Deandre Johnson.   In Conclusion:   The first notification we received was on May 28th. There are no records in our service department showing a call was received prior to May 28th. Cork Medical and its employees understands the emotional impact involved with losing a loved one. We strive to deliver exceptional service to all of the patients we provide services and equipment to. Based on the business activities Cork Medical  sees daily, we feels that we responded to this request in a timely manner.   Corrective Actions:   Cork Medical Service line receives a high call volume on a daily basis from patients, healthcare facilities, and care givers in need of service. We do understand and accept that calls can unfortunately be missed no matter how hard we try to respond to each and every call. We have taken this matter seriously and have done the following to help our employees and our 3rd party answering service understand the importance of High Quality Customer Service.   Cork Medical has:   ·         Reached out to our afterhours call center and retrained on our procedure for taking calls and reiterating the importance of us receiving all calls in a timely manner. ·         Retrained our Service Department personnel on expectations regarding the response time when a call for a pick-up is received.     We know that you will review the supplied documents as well as the facts of the matter involved and find our response acceptable. If you have any questions, please contact me.       Best Regards, Desmond S[redacted] | HR/Compliance Dir. | Cork Medical  ,: 6406 Castleway Ct., Ste 100, Indianapolis, IN 46250 (: 317.361.4563 | Toll Free: 866.849.2675 | Fax: 866.433.5839 *: ds[redacted]@corkmedical.com