Kirkland Whole Life Clinic, PS

I already contacted customer and she agreed there was miscommunication and said she deleted all complaints she filedPlease contact me for any further action neededThanks***###-###-####

November 15, 2016
 
To Whom This May Concern:
On Aug 26th, 2016, Ms. [redacted] came to our office seeking treatment for injuries sustained on Aug 14th stating that she had been struck by a car while crossing the street.
At that time she assured me she had a full police report and an open claim...

with the insurance company of the driver that hit her, to which I commented, “We will deal with that later, the important thing now is your wellbeing”, proceeding with acupuncture treatments twice per week and also referred her to our massage therapist. I also recommended she continue seeing her PCP and seek Chiropractic care, which she assured me she was doing.
During the next several weeks she was several times either late to her scheduled appointment or arrived on the wrong date, stating she was under undue stress due to her uncertain living circumstances. Every time I went out of my way to still treat her. I never saw her write down her appointments, and when I wrote them on a card for her, the next time she still showed up late, claiming to have lost the card.
On 10/20 my first scheduled appointment was 11 AM for which I arrived early, as I always do.  Around 10:20, Ms. [redacted] was standing at the door and appeared flustered.  I asked her what was going on and she bluntly responded, “I’ve been waiting for almost an hour”, to which I responded, “I don’t believe you have an appointment  today, I think it’s tomorrow.”  I proceeded to check the calendar on the computer which confirmed that. I also told her that I had another patient scheduled at 11am but would try to accommodate her and still gave her a treatment. After which she expressed her gratitude and said she was not going to schedule the next week’s appointments due to other engagements and would call me at the end of the week.
That week I was battling a bout of the flu but didn’t miss any work days, she never called to re-schedule. On 10/25 I contacted the insurance company handling her case and found out that on Sept 8 they had sent Ms. [redacted] a letter stating that her claim was being denied due to information on the police report and their insured driver’s testimony that “it is uncertain if a collision even occurred or not.”  She never shared that information with our office.  On 10/27 my massage therapist Jessica C[redacted] sent her an email asking to reschedule an appointment she had with her on Sunday 10/30, for which she showed up claiming she never received the email and berated Ms. C[redacted] in front of one of her clients, causing Ms. C[redacted] severe emotional distress. A few days later I called Ms. [redacted] to let her know that based on the information received from the insurance company and her abusive behavior we were going to stop her treatment after 17 visits with me and 9 with Ms. C[redacted], and I suggested she consult a lawyer and continue seeing her PCP, to which she never responded, until I received this formal complaint.
I believe we went out of our way to accommodate Ms. [redacted]’s health and emotional needs, above and beyond professional, ethical and moral responsibility, always treating her with kindness and compassion.   At this point we are willing to forgo any money’s owed to us for services rendered, and hope this is sufficient to reach a peaceful solution.
Dr. William D[redacted]Kirkland Whole Life Clinic