June 17, Dear [redacted] , Today I received a letter from your office informing me of a complaint filed by one of our patients, Mr [redacted] It is to my understanding that this matter had been resolved directly with Mr [redacted] prior to us receiving this letter of complaintWith this letter, I will attach a copy of his original complaint to us regarding this matter as well as our response to the patient However, I will also provide you with as much information possible regarding this matter and further explain to you what has been done to resolve the issue at hand Mr [redacted] first came to our office on March 31, for a comprehensive visual exam and that is when he also ordered his prescription sunglassesDue to the vision insurance that he was covered through, United Health Care Vision, the estimated time of completion for eyewear orders are anywhere between one to four weeksOur office received a phone call from Mr [redacted] inquiring the status on his eyewear order It was then that one of our opticians had told Mr [redacted] that we will be more than happy to call his insurance to receive an update on the status of his order and that we will be returning his phone call immediately after we speak to his vision insurance laboratoryDuring the phone call to the insurance laboratory, our optician has communicated to them that the patient, Mr [redacted] , was upset with the amount of time it was taking to complete his order The customer service representative had told our optician that it was taking longer due to the new system update that they had just recently converted toWe were also told that they would flag the job as a priority but that it was not a guarantee that the order would be finished any soonerThe estimated time of completion given to our office was one weekAfter finishing our phone call with the insurance laboratory, we contacted Mr [redacted] and informed him of all the information we had just collected from his insurance companyAt the end of our conversation and after explaining to Mr [redacted] what his insurance process was, he seemed to be at ease and assured of the situation One week later, we had yet to receive the eyewear order that was promised by his insurance to have arrived by that time We spoke to Mr [redacted] a few more times as well as his insurance and did our best to keep him updated on the status of his eyewear order Now, let me explain to you the situation that is at hand when handling orders that are processed through insurance, specifically, United Health Care VisionThis insurance requires us to submit everything through their labWe submit the claim online or over the phone and after that, we have no say over how long it will take for them to complete the orderDue to this inconvenience, we are no longer accepting this insuranceThe service that we receive from them as well as the unreasonable time it takes to finish orders with them, has caused us to not be able to serve our patients with the up most care and superb service that we have worked hard to upholdWe had contacted Mr [redacted] ’s insurance regarding this matter and had also asked them to contact the patient and further explain to the patient the situation at hand and what they would be willing to be doing for this patient so he will be completely satisfied On June 2, at 5:p.mwe received an e-mail from Mr [redacted] voicing his concern regarding the situation at hand which I personally replied to the next morning upon arriving in our office on June 3, at 11:a.m(see attached e-mails)Since then, we have spoken to Mr [redacted] to try and resolve this matterHis eyewear order from his vision insurance laboratory was shipped to our office and received on June 3, We notified the patient on the arrival of his eyewear order and it was then picked up by Mr [redacted] on June 4, At that time, due to this patients experience with this process, we offered the patient a complimentary pair of lenses to be used with a patient provided frameThe lenses were ordered and picked up by Mr [redacted] on Friday, June 13, He has reassured us that he is now satisfied with the eyewear that he has received and had told us that we have “redeemed” ourselves from the situation at hand We understand that this was a very frustrating and time consuming situation for Mr [redacted] and we have expressed our most sincere apologyOur practice strives to go above and beyond for each of our patients and it saddens us that we did not meet our own standards of satisfaction for this patientWe have reached out to Mr [redacted] and have resolved this issueWe hope that this helps you to better understand the situation at hand and understand that we want our patients to be completely satisfied with our services Best Regards, Dr [redacted] Optometrist/Owner
June 17, Dear [redacted] , Today I received a letter from your office informing me of a complaint filed by one of our patients, Mr [redacted] It is to my understanding that this matter had been resolved directly with Mr [redacted] prior to us receiving this letter of complaintWith this letter, I will attach a copy of his original complaint to us regarding this matter as well as our response to the patient However, I will also provide you with as much information possible regarding this matter and further explain to you what has been done to resolve the issue at hand Mr [redacted] first came to our office on March 31, for a comprehensive visual exam and that is when he also ordered his prescription sunglassesDue to the vision insurance that he was covered through, United Health Care Vision, the estimated time of completion for eyewear orders are anywhere between one to four weeksOur office received a phone call from Mr [redacted] inquiring the status on his eyewear order It was then that one of our opticians had told Mr [redacted] that we will be more than happy to call his insurance to receive an update on the status of his order and that we will be returning his phone call immediately after we speak to his vision insurance laboratoryDuring the phone call to the insurance laboratory, our optician has communicated to them that the patient, Mr [redacted] , was upset with the amount of time it was taking to complete his order The customer service representative had told our optician that it was taking longer due to the new system update that they had just recently converted toWe were also told that they would flag the job as a priority but that it was not a guarantee that the order would be finished any soonerThe estimated time of completion given to our office was one weekAfter finishing our phone call with the insurance laboratory, we contacted Mr [redacted] and informed him of all the information we had just collected from his insurance companyAt the end of our conversation and after explaining to Mr [redacted] what his insurance process was, he seemed to be at ease and assured of the situation One week later, we had yet to receive the eyewear order that was promised by his insurance to have arrived by that time We spoke to Mr [redacted] a few more times as well as his insurance and did our best to keep him updated on the status of his eyewear order Now, let me explain to you the situation that is at hand when handling orders that are processed through insurance, specifically, United Health Care VisionThis insurance requires us to submit everything through their labWe submit the claim online or over the phone and after that, we have no say over how long it will take for them to complete the orderDue to this inconvenience, we are no longer accepting this insuranceThe service that we receive from them as well as the unreasonable time it takes to finish orders with them, has caused us to not be able to serve our patients with the up most care and superb service that we have worked hard to upholdWe had contacted Mr [redacted] ’s insurance regarding this matter and had also asked them to contact the patient and further explain to the patient the situation at hand and what they would be willing to be doing for this patient so he will be completely satisfied On June 2, at 5:p.mwe received an e-mail from Mr [redacted] voicing his concern regarding the situation at hand which I personally replied to the next morning upon arriving in our office on June 3, at 11:a.m(see attached e-mails)Since then, we have spoken to Mr [redacted] to try and resolve this matterHis eyewear order from his vision insurance laboratory was shipped to our office and received on June 3, We notified the patient on the arrival of his eyewear order and it was then picked up by Mr [redacted] on June 4, At that time, due to this patients experience with this process, we offered the patient a complimentary pair of lenses to be used with a patient provided frameThe lenses were ordered and picked up by Mr [redacted] on Friday, June 13, He has reassured us that he is now satisfied with the eyewear that he has received and had told us that we have “redeemed” ourselves from the situation at hand We understand that this was a very frustrating and time consuming situation for Mr [redacted] and we have expressed our most sincere apologyOur practice strives to go above and beyond for each of our patients and it saddens us that we did not meet our own standards of satisfaction for this patientWe have reached out to Mr [redacted] and have resolved this issueWe hope that this helps you to better understand the situation at hand and understand that we want our patients to be completely satisfied with our services Best Regards, Dr [redacted] Optometrist/Owner