MIDDLEBURY MANOR

This response is in follto a complaint received from the above consumer We were very sorry to hear that we had failed to meet the patient and / or his wife’s expectations on their recent visits to the outpatient department Also, we appreciate very much the consumer sharing this information and allowing us the opportunity to follow-up Our primary goal is to deliver excellent care to our patients The patient’s concern was forwarded to the Manager of Outpatient Services for appropriate follow-up As a result, the Manager of Outpatient Services addressed patient’s concerns with the Department staff It was noted that the patient was approximately minutes late for his outpatient appointment and due to this it was necessary to cancel the appointment and reschedule The patient was seen at this rescheduled initial appointment The patient was given a follappointment and for this appointment the patient and his wife arrived approximately minutes late and the physician noted that she would not be able to see the patient at this time due to outpatients being scheduled every minutes per protocol This was explained to the patient and his wife by the Outpatient ReceptionistStaff apologized to the patient and his wife that the physician was unable to see him at that time Per protocol, outpatient appointments are scheduled every minutes and if a patient is late this can cause a problem for other patients on the appointment schedules On 9-24-15, the patient presented to the Outpatient Office and was assisted by the Receptionist, as neededThe patient spoke with the medication nurse regarding a medication refill The nurse explained to the patient that the physician would order this medication, lasting until the next scheduled appointment.Again, we apologize for not meeting the patient and / or his wife’s expectations and, hopefully, this will not be a problem in the future If the patient should have further concerns, please notify the Outpatient Services Manager Sincerely, Director, Outpatient Services

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was never late to my second appointment for 1:PM, and by the time the rude front desk lady with gray hair was done giving my wife a lesson in salutations and having technical issues with her phone, it was 1:PM and we were refused an appointmentWhen we approached the window, she was already visibly agitated and her frustrations were taken out on my wife and IThe office manager was spoken to over the first incident and nothing was addressedThe nurse my wife spoke with recently was also fairly rude, non-empathetic towards my mental illness, and even rolled her eyesI do not have any confidence that my concerns will be addressed, because they were not the first time, and I do not appreciate the disinformation in the responseAlmost every visit to the office in which I experienced pure gross negligence has really cause me a severe amount of damageThe first incident I had a seizure, because of the rude treatment and ended up in the emergency department, because I hit my head during the seizureMy Post Traumatic Stress Disorder that stems from a long history of trauma experienced in a medical environment has been almost uncontrollable, and has caused me much emotional distress as well as dysfunction with relationships with my friends and familyI have also not been able to function proficiently doing tasks since the incidentWhen I tried to speak with the manager of the office the last time, we were told she was gone do to a family emergencyIt is my belief that I will more than likely receive retaliatory treatment and may have to seek services elsewhere and/or seek legal remedyI am not sure if there could be any possible and believable assurance that my wife and I could be treated in the future with courtesy, and not have to fear any retaliatory treatmentI would honestly rather see another facility or practice within the Carilion network of *** *** if possible
Regards,
*** ***

This response is in follow-up to a complaint received from the above consumer.  We were very sorry to hear that we had failed to meet the patient and / or his wife’s expectations on their recent visits to the outpatient department.  Also, we appreciate very much the consumer...

sharing this information and allowing us the opportunity to follow-up.  Our primary goal is to deliver excellent care to our patients.  The patient’s concern was forwarded to the Manager of Outpatient Services for appropriate follow-up.  As a result, the Manager of Outpatient Services addressed patient’s concerns with the Department staff.  It was noted that the patient was approximately 20 minutes late for his outpatient appointment and due to this it was necessary to cancel the appointment and reschedule.  The patient was seen at this rescheduled initial appointment.  The patient was given a follow-up appointment and for this appointment the patient and his wife arrived approximately 10 minutes late and the physician noted that she would not be able to see the patient at this time due to outpatients being scheduled every 20 minutes per protocol.  This was explained to the patient and his wife by the Outpatient Receptionist. Staff apologized to the patient and his wife that the physician was unable to see him at that time.  Per protocol, outpatient appointments are scheduled every 20 minutes and if a patient is late this can cause a problem for other patients on the appointment schedules.       On 9-24-15, the patient presented to the Outpatient Office and was assisted by the Receptionist, as needed. The patient spoke with the medication nurse regarding a medication refill.  The nurse explained to the patient that the physician would order this medication, lasting until the next scheduled appointment.Again, we apologize for not meeting the patient and / or his wife’s expectations and, hopefully, this will not be a problem in the future.  If the patient should have further concerns, please notify the Outpatient Services Manager.    
Sincerely,
Director, Outpatient Services