Physician Now Urgent Care

From: [redacted] [mailto:[redacted]] Sent: Tuesday, January 19, 2016 7:18 PMTo: '[redacted]'Subject: Physician Now Urgent Care Dear Ms. [redacted],I am the owner of Physician Now Urgent Care and would like to address your complaint from Jan 11, 2016 which I...

have received from the Revdex.com.  I am very sorry that you were inconvenienced when we needed to close early that day.I would like to clarify a couple of things.  You are absolutely correct that our normal business hours are 9:00 AM to 8:00 PM Monday through Friday, and 9:00 AM to 5:00 PM Saturday and Sunday.  On the evening you arrived at 6:45 PM we had to close early due to an unforeseeable staffing issue.  We had placed a sign on the door early in the day which read as follows:On Monday Jan 11th we will be closing at 6:00 PM and will reopen for normal business hours on Tuesday Jan 12th at 9:00 AM.  We apologize for the inconvenience. Please understand that while our permanent sign said we were open until 8:00 PM, we did have the temporary sign posted that day.  I apologize if it was not readily evident to you.  We do occasionally need to post temporary hours such as on holidays, and we typically post those with signs on the door like we did that day.While we try to serve our community by providing convenient office hours, there are occasionally issues that arise, as there are for all businesses.  As an example, just this past weekend on a busy shopping day I went to Costco and they were closed.  When I inquired with an employee who was in their parking lot, he informed me that they had a water main break and had to close and would re-open later in the day if possible.  While I found it inconvenient, I had to make the decision to shop elsewhere or return later.  I understood that businesses make decisions every day because of unforeseen circumstances. I would also like to address the issue of your daughter needing to be evaluated for “severe stomach pains.”  Even if we had been open our usual hours, we may have referred you to the Emergency Room of the nearest hospital.  As an Urgent Care clinic there are certain diagnoses that require more evaluation than we can offer.  We do not have a CT scanner or ultrasound.  With the symptoms of “severe stomach pains,” I would be concerned about acute appendicitis, among other things, that would be better evaluated in an ER.  I hope your daughter is feeling better and I hope it was nothing serious, but I wanted to clarify that point.I definitely apologize that my receptionist addressed you rudely.  I am working with her to improve her interpersonal skills.  I couldn’t have changed the fact that we closed early that day, but I definitely think the front office staff could have explained it to you in a more compassionate and respectful manner.I hope you can see that this was an unusual circumstance and it was unfortunate that we needed to close early on the day you brought your daughter.  We would be happy to see you or your family members at any time.Best regards,[redacted] G [redacted] MD Physician Now, LLC22334 W. 66th StreetShawnee, KS  66226Phone: ###-###-####Fax:      ###-###-####