Good afternoon.Thank you for contacting me regarding a recent complaint from *** ***I could not find any patients by this name in our recordsAfter some research, I located a *** *** with the same addressI was not aware of any complaints from this patient and/or family about any
products or services with our company. I phoned Mr*** and asked for details of the issueHe explained that his wife, a CPAP user, had went into the *** office and requested a certain type of mask for her CPAP machineShe was told that the company did not stock the mask she currently usedShe was given a different mask and told to return it within thirty (30) days if it was not acceptableShe received the mask on Septand called back on Septto let the company know the mask was not acceptable. Mr*** stated the call was never returnedHe stated his wife called again on the 14th of Septand on OctIn the end, she was told that she was stuck with the mask and there was nothing that could be done about the problemAt this point, Mr*** took over the issue and called into the office and informed the person who told him she was the manager that he would be filing a complaint. I was able to see that nothing was documented in the notes about this problemThe people the ***s were dealing with were not the managers or ownerI invited the ***s to come in to the store and let us fit Mrs*** for a mask that would suit her betterI also offered an apologyI realize that does not repair the situation but I am truly sorry for the experience the ***s had with our company as this is not how we conduct businessI explained that I appreciate the opportunity to rectify the problem and to assist them with something that is acceptable. The patient scheduled an appointment with me to come into the office so that we can take care of the problemI am in hopes this will rectify the issue and reverse the patient’s opinion of our companyI also asked the patient to phone me directly if she needed anything else.I will handle this with the staff to ensure this does not occur in the futureMost of the staff members that were in the *** office have left the companyAll employees will participate in an in-service on handling complaints. *** ***Assistant Manager / Compliance Officer / Human Resources RepresentativeFranklin Respiratory & Medical, Inc
Good afternoon.Thank you for contacting me regarding a recent complaint from *** ***I could not find any patients by this name in our recordsAfter some research, I located a *** *** with the same addressI was not aware of any complaints from this patient and/or family about any
products or services with our company. I phoned Mr*** and asked for details of the issueHe explained that his wife, a CPAP user, had went into the *** office and requested a certain type of mask for her CPAP machineShe was told that the company did not stock the mask she currently usedShe was given a different mask and told to return it within thirty (30) days if it was not acceptableShe received the mask on Septand called back on Septto let the company know the mask was not acceptable. Mr*** stated the call was never returnedHe stated his wife called again on the 14th of Septand on OctIn the end, she was told that she was stuck with the mask and there was nothing that could be done about the problemAt this point, Mr*** took over the issue and called into the office and informed the person who told him she was the manager that he would be filing a complaint. I was able to see that nothing was documented in the notes about this problemThe people the ***s were dealing with were not the managers or ownerI invited the ***s to come in to the store and let us fit Mrs*** for a mask that would suit her betterI also offered an apologyI realize that does not repair the situation but I am truly sorry for the experience the ***s had with our company as this is not how we conduct businessI explained that I appreciate the opportunity to rectify the problem and to assist them with something that is acceptable. The patient scheduled an appointment with me to come into the office so that we can take care of the problemI am in hopes this will rectify the issue and reverse the patient’s opinion of our companyI also asked the patient to phone me directly if she needed anything else.I will handle this with the staff to ensure this does not occur in the futureMost of the staff members that were in the *** office have left the companyAll employees will participate in an in-service on handling complaints. *** ***Assistant Manager / Compliance Officer / Human Resources RepresentativeFranklin Respiratory & Medical, Inc