The BBB of South Texas, Inc

Thank you for your responseI appreciate that this was handled with the associate who could have provide better customer service to my motherI understand policies but my mother lives with an extreme amount of painAs for the comment about my mother canceling her appointments times has nothing to do with her appointment that dayPatients are allowed to change their appointmentsAs I said, my mother takes care of a year old woman hrs away and it is very difficult for her to schedule her own appointmentsShe has put her own health aside to care for someone elseYour office was aware of her situationMy mother still most likely will be seeking another doctor for her back situationThank you for you response.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
Annette Foxx

The patient in question did arrive minutes after her allotted appointment time. She did not call out office to make us aware that she was running late. All patient are told to arrive 15-minutes before their appointment timeWhen she did arrive she wanted to pay her required
insurance co payment with a check, which we do not accept, and it took several additional minutes before a solution was worked out. At that point it was more than minutes beyond her appointment time. Our office policy is to check with the provider to see if they are able to see the patient even though they are late. Our front desk associate, ***, did so and was told by the physician assistant to reschedule the appointmentSpecial consideration was not taken for this patient because since coming to our office she has scheduled appointments and has cancelled times. When the patient's daughter called me I explained our policy about checks and late arrivalsShe explained to me that her mother drove over hours to get to our office and was very upset over the situation. I told her that I completely understood and that I would be happy to speak to the providers and her mother to see what I could work out for themShe told me that her mother would be calling me and I gave her my direct extension. I have yet to hear from the patient.After speaking with the front desk associate and the physician assistant it was made clear that the fact the patient drove hours to come to our office was not made clear to the PAIf it would have been, I truly believe that this situation would have had a different outcomeThat front desk associate is no longer with our company