It is very disheartening to receive the complaint posted I and my office staff attempt to offer exceptional and personal medical care and when we fail we take it seriously I understand that it is often difficult to confront people when one feels dissatisfied, but it is unfortunate that we did not know of the patient's dissatisfaction or concerns The first I heard of any problem was through your contact I did try to call the patient today and left a message to see what we can do to make things better, but have not yet heard back Because of HIPPA, I cannot and would not give specifics that identify the patient's medical problems, but there are a few comments that must be clarified My staff did return multiple phone calls and tried to schedule the patient for a visit to review labs and ongoing medical concerns Because of scheduling conflicts on the patient's part the patient requested a phone appointment to discuss her labs Due to the numerous time and financial constraints of a solo practice, I am not able to accommodate phone appointments to discuss labs This was clearly communicated to the patient by my staff She was again offered an appointment She agreed to check her schedule again and call the office back We did not hear back from her Regarding the labs, labs are ordered in relation to a patient's medical problems They are not ordered indiscriminatelyOnce ordered, via a handwritten requisition, I have no control over where, when, or if lab work is completed or when results are available I have absolutely no control over the cost Certain lab companies return their labs more efficiently than others Certain specific labs take longer than others The building that I sent her to has two lab companies present across from each other Patient's can go to either one and often get confused as to which one they went to At times this can present a problem retrieving results The lab company that she went to is my preferred one because I generally get the labs returned to my electronic medical record automatically For some reason, which is impossible and not time effective to find out, her labs did not return to our inbox My staff tried to retrieve her labs and even called her to confirm which lab company she went to, but indeed her labs were unfortunately delayed Again, this is something that I have no control over Because of the health care climate and low reimbursement rates most doctors are seeing patients for 5-min My first visit I spent min with the patient and the second visit I spent minIt is unfortunately impossible even with this extended time to explain every detail, particularly if something is going on that is concerning It is important to me to answer as many of my patient's questions as possible As far as the patient feeling that I smirked and was judgmental I can only apologize I am very sad that she would feel judged by me I never intend for my patients to feel anything, but valued In response to her request that she be mailed her lab results, this of course, is never an issue and we are more than happy to do so She did not request this previously I understand, from the comments stated in the complaint that she prefers not to return to our office I can see that after complaining that could be awkward for her, but that is completely up to her We would still welcome her as a patient and hope that she does return Posting this complaint in no way would impact the care we will give her Again, we are sorry and saddened that her experience with our office did not meet her expectations Sincerely, Dr [redacted]
It is very disheartening to receive the complaint posted I and my office staff attempt to offer exceptional and personal medical care and when we fail we take it seriously I understand that it is often difficult to confront people when one feels dissatisfied, but it is unfortunate that we did not know of the patient's dissatisfaction or concerns The first I heard of any problem was through your contact I did try to call the patient today and left a message to see what we can do to make things better, but have not yet heard back Because of HIPPA, I cannot and would not give specifics that identify the patient's medical problems, but there are a few comments that must be clarified My staff did return multiple phone calls and tried to schedule the patient for a visit to review labs and ongoing medical concerns Because of scheduling conflicts on the patient's part the patient requested a phone appointment to discuss her labs Due to the numerous time and financial constraints of a solo practice, I am not able to accommodate phone appointments to discuss labs This was clearly communicated to the patient by my staff She was again offered an appointment She agreed to check her schedule again and call the office back We did not hear back from her Regarding the labs, labs are ordered in relation to a patient's medical problems They are not ordered indiscriminatelyOnce ordered, via a handwritten requisition, I have no control over where, when, or if lab work is completed or when results are available I have absolutely no control over the cost Certain lab companies return their labs more efficiently than others Certain specific labs take longer than others The building that I sent her to has two lab companies present across from each other Patient's can go to either one and often get confused as to which one they went to At times this can present a problem retrieving results The lab company that she went to is my preferred one because I generally get the labs returned to my electronic medical record automatically For some reason, which is impossible and not time effective to find out, her labs did not return to our inbox My staff tried to retrieve her labs and even called her to confirm which lab company she went to, but indeed her labs were unfortunately delayed Again, this is something that I have no control over Because of the health care climate and low reimbursement rates most doctors are seeing patients for 5-min My first visit I spent min with the patient and the second visit I spent minIt is unfortunately impossible even with this extended time to explain every detail, particularly if something is going on that is concerning It is important to me to answer as many of my patient's questions as possible As far as the patient feeling that I smirked and was judgmental I can only apologize I am very sad that she would feel judged by me I never intend for my patients to feel anything, but valued In response to her request that she be mailed her lab results, this of course, is never an issue and we are more than happy to do so She did not request this previously I understand, from the comments stated in the complaint that she prefers not to return to our office I can see that after complaining that could be awkward for her, but that is completely up to her We would still welcome her as a patient and hope that she does return Posting this complaint in no way would impact the care we will give her Again, we are sorry and saddened that her experience with our office did not meet her expectations Sincerely, Dr [redacted]