Initial Business Response /* (1000, 13, 2014/04/04) */
I spoke with the complainant personally on 4/1/2014 and apologized for her experience at this office on 3/17/14. She had been treated at this office for over 5 years previously and had been very happy with her care. This was her first...
encounter with the particular health care provider she was seeing. Unfortunately there was a miscommunication amongst the office staff regarding how to handle the patient being 30 minutes late for her appointment. Initially when told the patient would be a few minutes late, the provider agreed to see her but by the time this patient actually arrived, the provider needed to be leaving the office. Regardless, the encounter could have been handled much better, and it is never acceptable to be rude or unkind even in difficult circumstances. I expressed my appreciation to this patient for sharing her experience with us so that we can prevent this from occurring in the future. I have held counseling sessions for the staff and the provider. If patients are more than 15 minutes late, they will only be seen for their appointment if the provider personally agrees to do so and it is not disruptive to the rest of the schedule. We hope this patient will continue to seek care at our office, given that this was one negative incident in an otherwise long history with us. We strive to provide quality health care in a timely,efficient and compassionate manner.
Initial Business Response /* (1000, 13, 2014/04/04) */
I spoke with the complainant personally on 4/1/2014 and apologized for her experience at this office on 3/17/14. She had been treated at this office for over 5 years previously and had been very happy with her care. This was her first...
encounter with the particular health care provider she was seeing. Unfortunately there was a miscommunication amongst the office staff regarding how to handle the patient being 30 minutes late for her appointment. Initially when told the patient would be a few minutes late, the provider agreed to see her but by the time this patient actually arrived, the provider needed to be leaving the office. Regardless, the encounter could have been handled much better, and it is never acceptable to be rude or unkind even in difficult circumstances. I expressed my appreciation to this patient for sharing her experience with us so that we can prevent this from occurring in the future. I have held counseling sessions for the staff and the provider. If patients are more than 15 minutes late, they will only be seen for their appointment if the provider personally agrees to do so and it is not disruptive to the rest of the schedule. We hope this patient will continue to seek care at our office, given that this was one negative incident in an otherwise long history with us. We strive to provide quality health care in a timely,efficient and compassionate manner.