Complaint: [redacted]I am rejecting this response because: The care received to date has been unsatisfactory and the response was unacceptable. Please refer to the attached letter for more detail.Regards,[redacted]
Revdex.com Complaint ID: [redacted] ([redacted]) We are writing in reference to a complaint submitted on 6/14/2015 at 3:59:48 PM by [redacted]. She visited our clinic on 6/5/2015 for a 4:30 PM appointment. On that particular date and time, our clinic was dealing with an emergency; a 91 year old patient...
that was at the brink of death. The protocol to follow in a situation like that is to use all available staff, and in the case of Mrs. [redacted], the nurse that was with her was directly working with the provider who responded to the emergency. The provider informed Mrs. [redacted] that she needed the assistance of her nurse for an emergency and will be back with her as soon as possible. Since the complaint was received, our office tried contacting Mrs. [redacted] several times but we were unable to reach her. We sent her a letter on June 12 with the details of her lab results and a referral to an endocrinologist and on June 6 we sent her an apology letter via certified mail. As a testament to our dedication to improving ourselves, we have processed a refund for the co-payment that she made on the day of her visit. We have taken her feedback as a way to help us take steps to ensure that this will never happen again. At Bandera Family Health Care we are committed to providing the highest quality medical care and we take great care to ensure that important matters such as this are properly managed. Please contact me should you have any further cause for concern.
Complaint: [redacted]I am rejecting this response because: The care received to date has been unsatisfactory and the response was unacceptable. Please refer to the attached letter for more detail.Regards,[redacted]
Revdex.com Complaint ID: [redacted] ([redacted]) We are writing in reference to a complaint submitted on 6/14/2015 at 3:59:48 PM by [redacted]. She visited our clinic on 6/5/2015 for a 4:30 PM appointment. On that particular date and time, our clinic was dealing with an emergency; a 91 year old patient...
that was at the brink of death. The protocol to follow in a situation like that is to use all available staff, and in the case of Mrs. [redacted], the nurse that was with her was directly working with the provider who responded to the emergency. The provider informed Mrs. [redacted] that she needed the assistance of her nurse for an emergency and will be back with her as soon as possible. Since the complaint was received, our office tried contacting Mrs. [redacted] several times but we were unable to reach her. We sent her a letter on June 12 with the details of her lab results and a referral to an endocrinologist and on June 6 we sent her an apology letter via certified mail. As a testament to our dedication to improving ourselves, we have processed a refund for the co-payment that she made on the day of her visit. We have taken her feedback as a way to help us take steps to ensure that this will never happen again. At Bandera Family Health Care we are committed to providing the highest quality medical care and we take great care to ensure that important matters such as this are properly managed. Please contact me should you have any further cause for concern.