Rocky Mountain Foot and Ankle

Initial Business Response / [redacted] (1000, 8, 2015/11/17) */ To Whom It May Concern: Attached is our standard consent form for custom orthotics casting which clearly states that if patients change their mind or do not pick up their orthotics, there is a $non-refundable fee due at the time of service which the patient willingly signedThe patient also signed her credit card receipt for the $fee payment Unfortunately, the patient changed her mind after the service was rendered We strive to provide the highest quality of care for our patients, and we are disappointed in the outcome of this patient's experienceWe will be refunding the $to the patient in our best effort to address her concerns, and referring her to other providers for any future care she may needWe want all of our patients to have access to the best possible care options Very Respectfully, Rocky Mountain Foot & Ankle Center

Complaint: ***
I am rejecting this response because: You made a fair product worse by cutting into it.
Sincerely,
*** ***

The patient presented to the office with orthotics that were years oldShe could not wear these orthotics because she had discomfort from the right foot orthoticShe had not been wearing the orthotics for some timeThe orthotics were made at a different facility*** *** *** informed her
that since orthotics wear down and the foot changes with time, the typical life span of custom orthotics is approximately yearsThe patient was offered new orthotics, however she wanted to keep the current orthoticsTherefore, she requested that *** *** make adjustments to the right foot orthotic to see if that would fix the problem*** *** advised her that there is no guarantee that the corrections would fix the problem or that she would be able to wear them without discomfortThe patient agreed that he could make the adjustments to see if that would correct the issueWe did everything that was appropriate for this visit and the patient was advised of all options and the possible outcome for each option

Initial Business Response /* (1000, 8, 2015/11/17) */
To Whom It May Concern:
Attached is our standard consent form for custom orthotics casting which clearly states that if patients change their mind or do not pick up their orthotics, there is a $100.00 non-refundable fee due at the time of...

service which the patient willingly signed. The patient also signed her credit card receipt for the $100.00 fee payment.
Unfortunately, the patient changed her mind after the service was rendered.
We strive to provide the highest quality of care for our patients, and we are disappointed in the outcome of this patient's experience. We will be refunding the $100.00 to the patient in our best effort to address her concerns, and referring her to other providers for any future care she may need. We want all of our patients to have access to the best possible care options.
Very Respectfully,
Rocky Mountain Foot & Ankle Center

We are willing to refund the patient's copay and offer the patient 50% off custom orthotics. Thank you for your consideration and helping us resolve this matter.