Strese's Tree Service

Dear Revdex.com,Ms. [redacted] has every right to be upset and I express my apologies for how we treated her.  We will send all of her records we have received to her.  In addition, her input has caused us to improve on how and when we communicate changes in the doctors' schedules to patients. ...

We have reviewed and are changing other processes as well.In February, when Ms. [redacted] scheduled her appointment, our June call schedule had not been finalized.  As a result, our schedulers believed Dr. [redacted] would be available in the office that morning.  As Ms. [redacted] pointed out, our doctors who are on call do not also have office hours.  This is so that our doctors do not have to divide their attention between hospital and office patients.  Ironically, we adopted this more expensive policy years ago so that our patient's appointments would not be canceled when the doctor is called out to the hospital to tend to patients there.  Clearly, in this case, we dropped the ball by not contacting Ms. [redacted] months in advance to accommodate her with another doctor who would have been in office that morning.In addition, the timing of our discontinuation of mammogram services (at the end of May) was unfortunate.  I apologize for how that decision impacted and upset Ms. [redacted].  We were not happy with the overall patient experience which was being reported back to us by patients who had mammograms from the vendor who provided that service in our office, so we decided to discontinue the in-office service and direct patients to imaging centers with whom patients had reported greater satisfaction.As practice manager, I accept the blame and responsibility for Ms. [redacted]'s dissatisfaction.  I apologize that we let her down.  However, I appreciate that she has made her experience known so that we can follow up and improve.  None of her experience resulted from any of our doctor's selfishness or lack of respect for her.  This was entirely a management breakdown.Sincerely,[redacted]Practice Administrator