Dear Revdex.com, Thank you for allow us to respond to the above complaint. The patient arrived at our office at 9:23 am to fill out paper work for a new patient appointment scheduled at 9:45(A). We ask that all new patients arrive 15 minutes early to collect paperwork and insuance cards....
After waiting 30 mintues the patient did walk up to the front desk and cancelled his appointment (B). Given the patient’s address that is listed in his chart and on your complaint, the travel time would be 20 minutes and 13.6 miles. As healthcare providers we have the challenge of covering hospitals and office based patient’s in the same day. There are some days that emergencies come up which can cause a delay in clinic. Hospitals may call during clinic which can create the wait time to increase. We do our best to provide quality patient care in all areas. It is unfortunatne that we couldn’t meet the needs of Mr. [redacted]. I can assure you that he was not charged for cancelling his appointment or for the time our staff took to gathered his past medical records and referral for this appointment. Again thank you for your time in this matter.
The account in question was reviewed and appropriate adjustments posted. The patient was contacted directly by the Business Office Manager, apologizing for the inconvenience and informing her of the outcome on the account. Areas of opportunity within this process were reviewed and remediation steps...
taken to ensure better customer service in the future.
As I stated in my earlier complaint, I waited for 45 minutes before I asked what the delay was. I was told it would take another 15 minutes of waiting and then I decided to cancel my appointment. The travelling time and distance I gave is for a roundtrip. I did not receive any apology from this office. It is understandable that sometimes appointments can not be held because of other factors but in that case it is a simple thing to inform the client in the waiting room that the doctor is running late and give an apology. A patient can then decide for himself if he waits or makes a new appointment. The fact that this office is a medical business doesn't mean they do not have to keep their appointment times. Other businesses have this challenge too. That said, when you take a look at some reviews about this office on the internet their are more complaints about long waiting times. It seems that the planning of this office can use some huge improvements. Anyway I still want to be compensated for my lost time and travel. Exactly the same as this office wants to be compensated when a patient doesn't show up for an appointment. I am not different in that.
Dear Revdex.com, Thank you for allow us to respond to the above complaint. The patient arrived at our office at 9:23 am to fill out paper work for a new patient appointment scheduled at 9:45(A). We ask that all new patients arrive 15 minutes early to collect paperwork and insuance cards....
After waiting 30 mintues the patient did walk up to the front desk and cancelled his appointment (B). Given the patient’s address that is listed in his chart and on your complaint, the travel time would be 20 minutes and 13.6 miles. As healthcare providers we have the challenge of covering hospitals and office based patient’s in the same day. There are some days that emergencies come up which can cause a delay in clinic. Hospitals may call during clinic which can create the wait time to increase. We do our best to provide quality patient care in all areas. It is unfortunatne that we couldn’t meet the needs of Mr. [redacted]. I can assure you that he was not charged for cancelling his appointment or for the time our staff took to gathered his past medical records and referral for this appointment. Again thank you for your time in this matter.
The account in question was reviewed and appropriate adjustments posted. The patient was contacted directly by the Business Office Manager, apologizing for the inconvenience and informing her of the outcome on the account. Areas of opportunity within this process were reviewed and remediation steps...
taken to ensure better customer service in the future.
As I stated in my earlier complaint, I waited for 45 minutes before I asked what the delay was. I was told it would take another 15 minutes of waiting and then I decided to cancel my appointment. The travelling time and distance I gave is for a roundtrip. I did not receive any apology from this office. It is understandable that sometimes appointments can not be held because of other factors but in that case it is a simple thing to inform the client in the waiting room that the doctor is running late and give an apology. A patient can then decide for himself if he waits or makes a new appointment. The fact that this office is a medical business doesn't mean they do not have to keep their appointment times. Other businesses have this challenge too. That said, when you take a look at some reviews about this office on the internet their are more complaints about long waiting times. It seems that the planning of this office can use some huge improvements. Anyway I still want to be compensated for my lost time and travel. Exactly the same as this office wants to be compensated when a patient doesn't show up for an appointment. I am not different in that.