Hill Country Orthotics and Prosthetics

Dear Patient and family: Hill Country Orhtotics and Prosthetics would like to extend our most sincere apology for your experienceWe understand the service provision time frame was not quick enough to match your individual needsLet us offer the following detailed description of the service timeline.Thursday 09-15-- Physician's order entered into patient's chart at StLuke's for the protective helmet.Friday 09-16-- Hospital faxed time stamped copy of order to Hill Country O&P to fulfillWe received it and processed itWe had no helmets in stock and had to order a few adult sizesIt was Friday when the order was placedWeekend - Closed for businessTuesday 09-20-- Received helmet from manufacturer via mail - Same day Fitting an delivery to Patient at StLuke'sNo contact from hospital or patient's family until:Friday 10-07-- Day of Discharge we received a faxed order for second helmet as the first one is stated to be too largePt's head circumference had reduced as swelling had reduced thus the helmet fit largeHelmets in needed size out of stock at our facilityHelmet ordered on Friday.Weekend - closed for businessTuesday - 10-11-- Received helmetCould not deliver same day as patient had been discharged an moved to New Braunfels, TXSchedule did not permit a practitioner to go deliver until 10-13-- Thursday 10-13-- Delivery of Second helmet at New Braunfels TX nursing home.Saturday 10-15-- Received message that helmet was in need of additional padding and a carve out for the patient's glasses since the helmet was interfering with the useMonday - 10-17-- Practitioner drove to New Braunfels, TX to make needed adjustments and patient's husband stated satisfaction with the adjustmentPads added, notch carved out into the helmet for glasses to sit without pressureTuesday - 10-18-- Received email of complaint with Revdex.com and we are responding today Wednesday 10-19-It is our goal to meet every patient's needs to their satisfactionIt is indeed unfortunate that we were unable to satisfy you as we deem you to be a valuable customerHad the hospital notified us of your needs, anytime within the month long stay prior to the day of discharge, the time frame would have been much shorterAlso, the travel time and distance that needed to be accommodated into the practitioner's schedules played a roleOur practitioners who are licensed and certified orthotists, prosthetists and assistants, also see patients in our facility thus making the schedule arrangements more difficult in order to drive to the Nursing facility.If there is anything we can do to change your perception of our company as uncaring or unresponsive, please let us know how me may be able to reconcile with you Sincerely, [redacted] Hill Country Orthotics and Prosthetics Medical Center Branch Manager [redacted] Hill Coutry Orthotics and Prosthetics Operations Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me, however it should be noted to Hill Country Orthotics that something might be wrong with the voice mail systemDespite the timeline given by the company, I personally made or was witness to more than calls where the only option is to leave a message, and not once did any of those messages result in a return call
Regards,
*** ***

Dear Patient and family: Hill Country Orhtotics and Prosthetics would like to extend our most sincere apology for your experience. We understand the service provision time frame was not quick enough to match your individual needs. Let us offer the following detailed description of the service...

timeline.Thursday 09-15-2016 - Physician's order entered into patient's chart at St. Luke's for the protective helmet.Friday     09-16-2016 - Hospital faxed time stamped copy of order to Hill Country O&P to fulfill. We received it and processed it. We had no helmets in stock and had to order a few adult sizes. It was Friday when the order was placed. Weekend - Closed for businessTuesday  09-20-2016 - Received helmet from manufacturer via mail - Same day Fitting an delivery to Patient at St. Luke's. No contact from hospital or patient's family until:Friday      10-07-2016 - Day of Discharge we received a faxed order for second helmet as the first one is stated to be too large. Pt's head circumference had reduced as swelling had reduced thus the helmet fit large. Helmets in needed                                   size out of stock at our facility. Helmet ordered on Friday.Weekend - closed for businessTuesday - 10-11-2016 - Received helmet. Could not deliver same day as patient had been discharged an moved to New Braunfels, TX. Schedule did not permit a practitioner to go deliver until 10-13-2016 - Thursday  10-13-2016 - Delivery of Second helmet at New Braunfels TX nursing home.Saturday  10-15-2016 - Received message that helmet was in need of additional padding and a carve out for the patient's glasses since the helmet was interfering with the use. Monday - 10-17-2015 - Practitioner drove to New Braunfels, TX to make needed adjustments and patient's husband stated satisfaction with the adjustment. Pads added, notch carved out into the helmet for glasses to sit without                                             pressure. Tuesday - 10-18-2016 - Received email of complaint with Revdex.com and we are responding today Wednesday 10-19-2016 It is our goal to meet every patient's needs to their satisfaction. It is indeed unfortunate that we were unable to satisfy you as we deem you to be a valuable customer. Had the hospital notified us of your needs, anytime within the month long stay prior to the day of discharge, the time frame would have been much shorter. Also, the travel time and distance that needed to be accommodated into the practitioner's schedules played a role. Our practitioners who are licensed and certified orthotists, prosthetists and assistants, also see patients in our facility thus making the schedule arrangements more difficult in order to drive to the Nursing facility.If there is anything we can do to change your perception of our company as uncaring or unresponsive, please let us know how me may be able to reconcile with you.  Sincerely,  [redacted]  Hill Country Orthotics and Prosthetics Medical Center  Branch Manager[redacted] Hill Coutry Orthotics and Prosthetics Operations Manager

Dear Patient and family:
Hill Country Orhtotics and Prosthetics would like to extend our most sincere apology for your experience. We understand the service provision time frame was not quick enough to match your individual needs. Let us offer the following detailed description of the...

service timeline.Thursday 09-15-2016 - Physician's order entered into patient's chart at St. Luke's for the protective helmet.
Friday     09-16-2016 - Hospital faxed time stamped copy of order to Hill Country O&P to fulfill. We received it and processed it. We had no helmets in stock and had to order a few adult sizes. It was Friday when the order was placed. 
Weekend - Closed for business
Tuesday  09-20-2016 - Received helmet from manufacturer via mail - Same day Fitting an delivery to Patient at St. Luke's.
No contact from hospital or patient's family until:
Friday      10-07-2016 - Day of Discharge we received a faxed order for second helmet as the first one is stated to be too large. Pt's head circumference had reduced as swelling had reduced thus the helmet fit large. Helmets in needed                                   size out of stock at our facility. Helmet ordered on Friday.
Weekend - closed for business
Tuesday - 10-11-2016 - Received helmet. Could not deliver same day as patient had been discharged an moved to New Braunfels, TX. Schedule did not permit a practitioner to go deliver until 10-13-2016 - 
Thursday  10-13-2016 - Delivery of Second helmet at New Braunfels TX nursing home.
Saturday  10-15-2016 - Received message that helmet was in need of additional padding and a carve out for the patient's glasses since the helmet was interfering with the use. 
Monday - 10-17-2015 - Practitioner drove to New Braunfels, TX to make needed adjustments and patient's husband stated satisfaction with the adjustment. Pads added, notch carved out into the helmet for glasses to sit without                                             pressure. 
Tuesday - 10-18-2016 - Received email of complaint with Revdex.com and we are responding today Wednesday 10-19-2016
 
It is our goal to meet every patient's needs to their satisfaction. It is indeed unfortunate that we were unable to satisfy you as we deem you to be a valuable customer. Had the hospital notified us of your needs, anytime within the month long stay prior to the day of discharge, the time frame would have been much shorter. Also, the travel time and distance that needed to be accommodated into the practitioner's schedules played a role. Our practitioners who are licensed and certified orthotists, prosthetists and assistants, also see patients in our facility thus making the schedule arrangements more difficult in order to drive to the Nursing facility.
If there is anything we can do to change your perception of our company as uncaring or unresponsive, please let us know how me may be able to reconcile with you. 
 
Sincerely, 
 
[redacted]  Hill Country Orthotics and Prosthetics Medical Center  Branch Manager
[redacted] Hill Coutry Orthotics and Prosthetics Operations Manager