Greater Metropolitan Orthopaedics

June 4, Dear [redacted] ***, Thank you for providing us the opportunity to respond to the complaint you received on 4/23/[redacted] informed us of this complaint on April 24, Attempts have been made by our office to contact the patient regarding this issue but we have not received a responscWe would like the opportunity to apologize to the patient and discuss the matter, We are certainly willing to find a way to accommodate her.Our records show that the patient was treated by Dr [redacted] in our officeDr [redacted] performed surgery on the patient and he is the physician that referred her to pain managementNothing in our records indicates she had any issues with our company prior to this incidentThe appointments that our office attempted to reschedule with the patient were booked online after business hours and the patient was called as soon as possible the next business dayWhile it is never our intent to inconvenience our patients, we are obligated to follow physician protocols in order to provide the best patient careThis requires that patients are scheduled in the appropriate appointment slot to ensure the physician has sufficient time with them at the visitAfter receiving this complaint, we requested that [redacted] look into the reason the patient was offered the incorrect appointment slotAfter some research [redacted] informed us that the scheduling error was due to an issue on their endThe problem has since been correctedThis is not the type of experience we want any patient to have or the impression we want to leave with anyoneExcellent patient care and customer service are extremely important to our company and we will continue to improve out to provide the best care possible our patientsPlease feel free to contact me directly at ###-###-#### ext, [redacted] if have any further questions regarding this matter.Sincerely,

June 4, 2014
Dear [redacted],
Thank you for providing us the opportunity to respond to the complaint you received on 4/23/2014.[redacted] informed us of this complaint on April 24, 2014. Attempts have been made by our office to contact the patient regarding this issue but we have not...

received a responsc. We would like the opportunity to apologize to the patient and discuss the matter, We are certainly willing to find a way to accommodate her.Our records show that the patient was treated by Dr. [redacted] in our office. Dr. [redacted] performed surgery on the patient and he is the physician that referred her to pain management. Nothing in our records indicates she had any issues with our company prior to this incident. The appointments that our office attempted to reschedule with the patient were booked online after business hours and the patient was called as soon as possible the next business day. While it is never our intent to inconvenience our patients, we are obligated to follow physician protocols in order to provide the best patient care. This requires that patients are scheduled in the appropriate appointment slot to ensure the physician has sufficient time with them at the visit.
After receiving this complaint, we requested that [redacted] look into the reason the patient was offered the incorrect appointment slot. After some research [redacted] informed us that the scheduling error was due to an issue on their end. The problem has since been corrected.
This is not the type of experience we want any patient to have or the impression we want to leave with anyone. Excellent patient care and customer service are extremely important to our company and we will continue to improve out to provide the best care possible our patients.
Please feel free to contact me directly at ###-###-#### ext, [redacted] if have any further questions regarding this matter.Sincerely,