Virginia Complete Care For Women - Chester

Good afternoon, I am writing to respond to Case #[redacted] regarding the complaint against Virginia Complete Care for Women – [redacted], from Ms. [redacted] regarding her experience in our practice on her original appointment date of May 17,...

2017.   The providers, management, and staff at Virginia Complete Care for Women - Chester were very distressed to learn of the patient-staff interaction that took place in our practice on 05/17/17.  As women’s health care providers, our patient’s experience, safety, and quality of care are of the utmost importance to us.  This behavior by our front office staff was unacceptable.   The providers and staff  of Virginia Complete Care for Women – Chester deeply regret the improper behavior our patient experienced. Immediate action has been taken to retrain staff members and providers on our policy that no patient with an appointment is turned away if the facility is open and there is a provider present.  If the provider is in the middle of an exam at the time, the incoming patient is always given the option to either wait and be seen that day, or reschedule for another date and time.  Additionally, staff have undergone retraining on our policy for sending discharge letters.  Under no circumstances should a patient, who arrived within the hour for her appointment, receive a  discharge letter.   Our management team has tried to reach out to this patient several times on 06/14/17 and 06/15/17 at the number provided on this complaint to offer her a formal apology and will continue to do so until  we are able to connect with her.  We will also offer to work with her to find another provider at our practice to continue care. Stephanie M[redacted]