In response to this complaint, I have accessed our call/message information and have found the following:This lady did in fact, call and leave a message at the END of the workday after the provider had already left the office The VERY next day (day 2), this message was reviewed by the provider and answered in the morning and our office tried calling the patient but could only leave her a voice mail On day 3, our office AGAIN attempted to reach the patient and could only leave her a voice message At this point, a notice was mailed to the patient and she finally responded several days later I cannot say if it was the multiple voice messages we left or the actual letter we sent that prompted this lady to respond back to usShe states in her complaint that she received a voice mail days later but this is untrue or perhaps, this is when she actually checked her messages.We make every effort to answer messages in a timely mannerIt is of course beyond our control when a patient does not call us back or fails to check their voice mail regularly I understand this patient's frustration but our office did in fact make every effort to call her back and each of these attempts are well documented This office is not careless with our patient's health concerns, and we certainly did not ignore this patient as shown by the many times we tried to contact her.As far as her complaint of being mistreated by "bad attitudes", I can only apologize for ANY bad attitudes she may have encountered and to say that I have personally spoken with the staff and reminded them to keep a pleasant and kind attitude for all customers, even the ones during the day that scream and yell because they have to wait to be seen or because they think that's the appropriate way to get attentionIf this lady continues to return to be seen, she may always leave a handwritten note/complaint/suggestion, made out to my attention and I will respond to her directly and not through an open forum [redacted] , Practice Manager
In response to this complaint, I have accessed our call/message information and have found the following:This lady did in fact, call and leave a message at the END of the workday after the provider had already left the office The VERY next day (day 2), this message was reviewed by the provider and answered in the morning and our office tried calling the patient but could only leave her a voice mail On day 3, our office AGAIN attempted to reach the patient and could only leave her a voice message At this point, a notice was mailed to the patient and she finally responded several days later I cannot say if it was the multiple voice messages we left or the actual letter we sent that prompted this lady to respond back to usShe states in her complaint that she received a voice mail days later but this is untrue or perhaps, this is when she actually checked her messages.We make every effort to answer messages in a timely mannerIt is of course beyond our control when a patient does not call us back or fails to check their voice mail regularly I understand this patient's frustration but our office did in fact make every effort to call her back and each of these attempts are well documented This office is not careless with our patient's health concerns, and we certainly did not ignore this patient as shown by the many times we tried to contact her.As far as her complaint of being mistreated by "bad attitudes", I can only apologize for ANY bad attitudes she may have encountered and to say that I have personally spoken with the staff and reminded them to keep a pleasant and kind attitude for all customers, even the ones during the day that scream and yell because they have to wait to be seen or because they think that's the appropriate way to get attentionIf this lady continues to return to be seen, she may always leave a handwritten note/complaint/suggestion, made out to my attention and I will respond to her directly and not through an open forum [redacted] , Practice Manager