University Dental Care

11/8/Dear Revdex.com,The purpose of this letter is to respond to a complaint made by [redacted] ***.Per our office policy, if a patient breaks appointments, they will no longer be allowed to schedule treatment In our officeThis patient signed our office policy on 3/8/She no showed for appointments on 1/14/and 8/9/2016.This patient had an appointment scheduled for 9/12/which we scheduled as a courtesy after breakingappointmentsShe called the day before to inform us that she would be 15-minutes lateOur front desk employee reiterated our cancellation policy to her and let her know that she cannot be minutes late for this appointment since the appointment is only minutes longAlso, this would be the third broken appointment so she would lose her scheduling privileges if she had to cancelShe would not confirm on the phone whether she would make the appointment or not and hung up on usWe cancelled her appointment since she hung up on us and told us she was not sure if she would make it or not after explaining we needed a solid confirmation.This patient showed up the next day for her appointmentHer appointment was no longer on our schedule since she couldn't confirm she could comeShe became agitated and began shouting obscene language, repeatedly, before leaving our officeShe wanted a manager to call her back since I was out of the office at this time.I called this patient later in the day on 9/12/to speak with her about what happenedShe would not let me speak on the phoneShe continued to talk over me for about minutesWhen I tried to talk about the situation, she would talk over me and only want to discuss punishment for our front desk employeeAfter several minutes of her not allowing me to talk, using obscene language, and shouting, I informed herthat I was hanging up the phone.On 11/1/17, this patient called backShe wanted to set up an appointment but asked if disciplinary action was taken against our front desk employeeI told her the situation has been addressedShe asked that she not come in contact with this employee during her visitI told her that he is our full time front desk employee and that he would be at the front desk for any dental visitsShe also asked for my advice on what do with her situation at our office regarding dealing our front desk employeeShe asked if she should get a lawyerI told her that she can do what she feels is best in that regardShe stated that she did not like our cancellation policy and began shouting and would not allow me to speak until she hung up on meNo appointment was madeAgain, MsAnima was shouting and hung up on me.This matter has been discussed with management and our front desk employeesOur cancellation policy remains in place.Please see the attached cancellation policy signed by this patient on 3/8/2016.Please feel free to contact us at ###-###-####.Sincerely,Nena N***Office Manger

11/8/2017 Dear Revdex.com,The purpose of this letter is to respond to a complaint made by [redacted].Per our office policy, if a patient breaks 2 appointments, they will no longer be allowed to schedule treatment In our office. This patient signed our office policy on 3/8/2016. She no showed for...

appointments on 1/14/2016 and 8/9/2016.This patient had an appointment scheduled for 9/12/2016 which we scheduled as a courtesy after breaking2 appointments. She called the day before to inform us that she would be 15-20 minutes late. Our front desk employee reiterated our cancellation policy to her and let her know that she cannot be 20 minutes late for this appointment since the appointment is only 40 minutes long. Also, this would be the third broken appointment so she would lose her scheduling privileges if she had to cancel. She would not confirm on the phone whether she would make the appointment or not and hung up on us. We cancelled her appointment since she hung up on us and told us she was not sure if she would make it or not after explaining we needed a solid confirmation.This patient showed up the next day for her appointment. Her appointment was no longer on our schedule since she couldn't confirm she could come. She became agitated and began shouting obscene language, repeatedly, before leaving our office. She wanted a manager to call her back since I was out of the office at this time.I called this patient later in the day on 9/12/2016 to speak with her about what happened. She would not let me speak on the phone. She continued to talk over me for about 15 minutes. When I tried to talk about the situation, she would talk over me and only want to discuss punishment for our front desk employee. After several minutes of her not allowing me to talk, using obscene language, and shouting, I informed herthat I was hanging up the phone.On 11/1/17, this patient called back. She wanted to set up an appointment but asked if disciplinary action was taken against our front desk employee. I told her the situation has been addressed. She asked that she not come in contact with this employee during her visit. I told her that he is our full time front desk employee and that he would be at the front desk for any dental visits. She also asked for my advice on what do with her situation at our office regarding dealing our front desk employee. She asked if she should get a lawyer. I told her that she can do what she feels is best in that regard. She stated that she did not like our cancellation policy and began shouting and would not allow me to speak until she hung up on me. No appointment was made. Again, Ms. Anima was shouting and hung up on me.This matter has been discussed with management and our front desk employees. Our cancellation policy remains in place.Please see the attached cancellation policy signed by this patient on 3/8/2016.Please feel free to contact us at ###-###-####.Sincerely,Nena N[redacted]Office Manger