To whom it may concern:Thank you for taking the time to address both sides to this situationMs [redacted] requested her current x-rays on June 6, at that time, I [redacted] told customer/patient our usual and customary protocol is 5-working days since we would have to send copy out because all patient x-rays are conventional/non-digital and making copies take timeI also, told patient the first copy would be complimentary since she had been a patient for so many years [redacted] then called back a few days later to request all of her recordsI then told her, it would take a few days/weeks since we would again have to send out her x-rays of several years to be copiedWhen Ms [redacted] called again, I told her records were now in review on DrShaygan’s desk as part of procedure and protocolI then reminded her it would be $for all other x-rays besides the complimentary ones we had originally agreed onMs [redacted] then told me she didn’t want any x-rays but only her recordsAt that point, I notified Ms [redacted] her records were ready for pi(per her request)It was necessary for DrShaygan to review records prior to pisince he would like to insure patient would have all necessary documentation for her next dental officeWe are not a specialty office like the endodontic office where patient had root-canal treatment where records and reports with attached x-rays are written immediately after procedure is completedMs [redacted] ’s records are a combination of over years (05/19/95), which would take more time than the usual request for recordsRecords were réady for pion June 22, 2016, she was called and I left message on her answering machineMs [redacted] has picked up her recordsI hope this will explain the confusion.We take these matters very seriously and strive to ensure patient satisfactionWe will continue to modify our procedures and protocol for future patients[redacted] , Office Manager
To whom it may concern:Thank you for taking the time to address both sides to this situationMs [redacted] requested her current x-rays on June 6, at that time, I [redacted] told customer/patient our usual and customary protocol is 5-working days since we would have to send copy out because all patient x-rays are conventional/non-digital and making copies take timeI also, told patient the first copy would be complimentary since she had been a patient for so many years [redacted] then called back a few days later to request all of her recordsI then told her, it would take a few days/weeks since we would again have to send out her x-rays of several years to be copiedWhen Ms [redacted] called again, I told her records were now in review on DrShaygan’s desk as part of procedure and protocolI then reminded her it would be $for all other x-rays besides the complimentary ones we had originally agreed onMs [redacted] then told me she didn’t want any x-rays but only her recordsAt that point, I notified Ms [redacted] her records were ready for pi(per her request)It was necessary for DrShaygan to review records prior to pisince he would like to insure patient would have all necessary documentation for her next dental officeWe are not a specialty office like the endodontic office where patient had root-canal treatment where records and reports with attached x-rays are written immediately after procedure is completedMs [redacted] ’s records are a combination of over years (05/19/95), which would take more time than the usual request for recordsRecords were réady for pion June 22, 2016, she was called and I left message on her answering machineMs [redacted] has picked up her recordsI hope this will explain the confusion.We take these matters very seriously and strive to ensure patient satisfactionWe will continue to modify our procedures and protocol for future patients[redacted] , Office Manager