James P Drew DDS

Dear [redacted],Thank you for your letter notifying us of the complaint that you received on 10/7/2015(ID# [redacted]).
In regards to the request to reimburse the complainant, we would like to explain how itwas that we came to the decision to collect the $100 for the less than 48 hours notice tocancel...

her (2) hour appointment. Here are he facts as follows:
1. The complainant was attempted to be reached one (1) week prior to her dentalappointment as we do week ahead minder calls. When she did not answer, amessage was left reminding her that she had an upcoming appointment. We didnot hear back from her. 
2. When making the day ahead reminder call is when contact was made withcomplainant and this is when she stated "I am so glad that you called because Ikept forgetting to give you guys a call to tell you that I can't make it to thisappointment, I just don't have the money to do it." (There was no mention of whyshe forgot to give us a call as was stated in her statement allegedly due tostressors ).
3. Although another patient was allowed the complainant's time slot, it was not forthe same procedure (in fact it was or a lesser treatment) nor for the same timelength and therefore we took a loss of income. The length of the complainant'sappointment was two (2) hours. The replacement appointment was only one (1)hour and left the doctor without patients for approximately 50 minutes.
4. Upon filling out the new patient paperwork, the complainant signed that sheunderstood our Failed or Cancelled Appointments policy (please see attached)which clearly states that the late  cancellation fee is $50 per half hour. Please notethat per our policy we could have charged her a total of $200 however we gaveher a break and only charged $100. In fact, she still had a remaining credit of$11.07 which we refunded her in a check. We could have kept the remainingcredit but chose not to do so.
5. The complainant has not been a patient with us for 5 or 6 years as was stated inher complaint; she has been a patient since 1/12/2012 a total of a little over 3and a half years and we have repeatedly gone above and beyond to assist her onseveral occasions as she is regarded as a "high maintenance patient" requiringspecial needs and attention.6. While attempting to explain our decision to the complainant, she yelled into thephone "I hate you! I just want you to know that I really hate your guts. And l hateyour office and everyone in it!" an hung up.A refund check for a total of$ 11.07 and a Authorization to Release Records form wasmailed out to the complainant the very next day. We have yet to receive the form back.We feel that the doctor's decision to charge the $100 fee is reasonable, especially since weonly charged her 50% of the fee while still taking a financial loss overall.Please let me know if I can be of further assistance in this matter. I am available Tuesdaythrough Thursday from 9 am to 5 pm and can be reached at the phone number andaddress below.Best Regards,Jenny P[redacted]- Office ManagerDr. James** D[redacted], DDS, PS[redacted]Silverdale, WA 98383[redacted] phone[redacted] fax
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