Orbit Medical

In response to MrP [redacted] 's complaintThis patient referenced that he wanted his Jazzy scooter repairedHowever, he also owns a WheelchairThe wheelchair was provided by Orbit Medical, however we have not provided a Jazzy Scooter to MrP [redacted] We have no record of MrP [redacted] contacting us to repair his scooter, nor are we liable for the scooter since the Jazzy scooter was not provided by Orbit Medical, but we will be happy to service it, if the patient contacts us MrP [redacted] listed two phone numbers to contact himWe have tried times to reach MrP [redacted] He does not answer and we have left him voicemails to call us back Please contact me at [redacted] if you have any questions Thank you, Fabian M [redacted] Compliance Officer

***DOCUMENT ATTACHED***This letter is in response to a complaint we received per your letter dated September 16, 2017.We were initially contacted by the patient on September 5, The patient stated the power wheelchair was going in circles and was in need of repairsWe were able to schedule an
appointment to diagnose the power wheelchair on September 12, We were able to obtain the necessary part(s) and complete the repair on September 26, 2017.To explain the delay for the completion of the repair I have included our internal notesYou will see in our notes our staff was diligently trying to resolve this matter and have the chair repairedThere are necessary processes that our employees must follow in order to complete any requests for repairs, this includes scheduling,diagnosing the problem, confirming insurance benefits, ordering parts, etc.We deeply apologize for the delay and any inconvenience this may have caused Ms***Although our staff followed procedural processes, we had failed in communicating the status for the repair to thepatient/familyOnce again we apologize'If you have any concerns or questions that you would like to discuss please contact Fabian M*** at{801) 713-