Open Door Health Center

Initial Business Response /* (1000, 5, 2016/02/26) */
The oversight of our staff to miss a patient who had been waiting in our lobby is unfortunate, and we are genuinely sorry for thisWe have protocols in place to ensure excellent customer service from the time that the patient arrives to when
they leaveOne of the ways that we attempt to address a situation of patients waiting for an uncommon length of time, as what occurred with Mr***, is to post throughout our lobby signs encouraging patients to make staff aware if they have been waiting minutes to be seenMr***, when approaching staff after an hour did mention that he had seen the signs, but didn't bring it to anyone's attention until he had been there for an hour
We are not saying that this situation was his fault, but that we employ humans who do make mistakes, while welcoming patients to let us know if they feel that they've been kept waiting for too longOur front desk staff have been reminded of our cheprotocols and coached on how such a situation may affect the patient
Our investigation of the complaint:
Pt checked in at the front desk but was not marked ready in the schedulePatient sat in the waiting room for over an hour before speaking with someone at the front desk to let them know that he was still waitingThe provider was informed of the situation, she would be able to see him but the patient may have to wait a little longer as this was getting close to the next appointment and we would be squeezing the patient inPatient stated he did not want to be seen unless the doctor was going to finish all treatment that dayI let patient know that we wouldn't be able to do thatPatient states he never wants to come here again and that he was going to file a complaintI apologized again and offered once more for patient to be seen with the provider, patient declinedI offered patient a gas card for the trip here and patient declinedHe again stated that he just wants to file a complaint
Mr*** in his complaint does not share that he was indeed offered service to address some of his needAccording to his treatment plan it would not be a reasonable expectation that we would be able to complete all treatment in one day
Mr*** is certainly welcome to continue care here or seek it at another establishment if he choosesIf Mr*** would like to go elsewhere, we would be happy to send the x-rays that were taken at his 1/15/appointmentIf he would like to return to Open Door for treatment, next steps would include working with our Dental Manager to schedule an appointment to address what is remaining in his treatment plan, which would likely be several appointments