: Planned Parenthood of Metropolitan Washington, DC-Silver Spring Health Center

May 18, 2015Dear Revdex.com,
This letter is in response to complaint ID *** filed on 4/13/at 8:p.mregarding a situation at the Planned Parenthood of Metropolitan Washington DC health Center in Silver Spring, MarylandPatients are our top priority
PPMW insists on the highest professional standards of care, and we follow all laws and regulationsWe are very sorry to hear of this patient's experience at our Silver Spring health centerWe take all concerns and complaints seriouslyAs this response will demonstrate, we took swift corrective action to address the concern and resolved the error in less than week.The patient had an appointment in Silver Spring during which our receptionist misplaced her IDUnfortunately, the receptionist did not demonstrate our high customer service standards when trying to resolve the situationOur health center manager stepped in during the patient's visit and offered to pay for a replacement ID, but all involved were unable to find a satisfactory outcome.It looks as though the patient filed the complaint with the Revdex.com about minutes before reaching out to us via *** the evening of April Our social media administrator responded and asked for contact informationThe social media administrator passed along the information to the Vice President of Patient Services, who emailed the patient the next business dayThe VP of Patient Services also spoke to the patient via phone.The patient shared her experience at our health centerUnderstandably, she was upset, The VP of Patient Services said that we would be happy to pay for a new ID if the original could not be located, and immediately followed up with the Silver Spring health center manager to do a Second search for the patient's IDThe health center manager discovered the ID in our secured, confidential document destruction “Shredit" bin still intact, Her identity was never compromisedThe center manager called the patient back to let her know our findingsThe patient returned to the center and picked up her intact ID the same week.In addition, the center manager filed a disciplinary action and followed up with customer care coaching for the receptionist who made the errorHere is our exchange via ***.*** PRIVATE MESSAGES (identifying information has been redacted) Iposted on your *** page as well but I wanted to send a message as well:Apr 13th, 8.55pm I recently had a terrible incident at the Silver Spring location and now my personal for has been potentially compromisedApr 13th, 8:56pm How can I go about filing a formal complaint???? 13th, 9:32?m Thank you so much for your responseApr 13th, 9:33pm My email is XXXXXPlanned Parenthood of Metropolitan Washington - PPMW Apr 13th, 9:34pm Of course!Planned Parenthood of Metropolitan Washington - PPMW Apr 23rd, 3:21pm - We understand that you spoke to our VP of patient servicesHope your issue is resolved.Apr 23rd, 3:29pm It has beenThank you so much!Planned Parenthood of Metropolitan Washington - PPMW Apr 23rd, 3:48pm FaritasticPlease know that we are here for you.Based on the exchange, it appears that we resolved the situation to the patient's satisfaction,Warm regards,Laura M
CEO Planned Parenthood of Metropolitan Washington DC