June 15, Dear [redacted] : On Saturday, April 25, 2015, [redacted] and her son, [redacted] , came to my office for cleaning visitsUpon [redacted] coming into the Operatory, she stated MsTiffany J [redacted] office/business manager was very rude and aggressive with herI listened to her concerns and told her I would speak with MsJ***.Before I had an opportunity to speak with MsJ***, MsJ [redacted] indicated she had called [redacted] mistakenlyMsJ [redacted] intended to call her co-worker, Shawn B [redacted] office/front desk person, to inform her [redacted] was unaware of her bill and was shocked by itMsJ [redacted] knew to approach MsB [redacted] in a calm and light manner about the situation because MsB [redacted] and [redacted] did not have a good patient/office relationship over the past couple of yearsMsB [redacted] and MsJ [redacted] had discussed the appointment book the night before as they always do and MsJ [redacted] was made aware to please discuss with [redacted] this ongoing bill problemI came to the phone and listened to [redacted] and understood her being upsetAfter I hung up from her, I spoke to MsJ [redacted] who was very upset as wellShe stated her and [redacted] had always had a very good relationshipMsJ [redacted] was aware that [redacted] did not like to deal with MsB***, MsJ [redacted] had extended herself and allowed [redacted] to email her personal [redacted] account to discuss billing issues and to schedule appointmentsIn 2014, MsJ [redacted] stated she emailed [redacted] from her [redacted] account informing her that she was not good at checking her [redacted] mail as frequently and to please contact her through the officeFurthermore, MsJ [redacted] stated that she and [redacted] had several personal conversations regarding a Hygienist that use to work here and that [redacted] shared a personal relationship with and many other personal conversations MsJ [redacted] declined to discussOn the day in question, MsJ [redacted] stated [redacted] came in very confrontationalMsJ [redacted] did state that she asked [redacted] did she hear her because [redacted] did not respondMsJ [redacted] stated she told the patient that they had sent several bills and verified her address [redacted] stated that was her mother's address and did not understand why she was not receiving billsMsJ [redacted] went on to allow her to set up a payment agreement although the outstanding balance had been for more than a yearMsJ [redacted] stated she had never seen [redacted] with a disposition like this towards her [redacted] had another child with her that was not being serviced on the day in question but MsJ [redacted] wanted to ensure the child was comfortable and asked [redacted] and the child was there something they would like to watch on televisionMsJ [redacted] changed the channel and accommodated the patientMsJ [redacted] stated that because several of [redacted] 's family members are a part of our practice she never mentioned to me the problems the team was having with [redacted] in fear of [redacted] leaving the practice and taking all of her familyMsJ [redacted] thought it was something that would blow overOur part time receptionist, Larissa C***, informed MsJ [redacted] that at a past visit she asked [redacted] about her balance and [redacted] stated MsJ [redacted] always bills meMsB [redacted] also stated [redacted] has told her the same thing on several occasionsMsJ [redacted] wanted to call and apologize to [redacted] and I didn't feel she should at the time because feelings were involvedMsJ [redacted] is deeply apologetic by the whole mannerMsJ [redacted] is excellent with customer service and always receives rave reviewsOn Monday, April 27, MsB [redacted] informed me [redacted] called the officeMsB [redacted] said once again [redacted] was very rude on the phoneI called the patient that evening from my cell phone and listened to her concernsI apologized again [redacted] requested we send all her records which MsB [redacted] didThey were sent certified mailThe x-rays were returned as unclaimed and unable to forwardThey are included in this packetPlease use these x-rays for your review as wellAlso I have attached a copy of the patient's Office Journal which shows bills were being sent consistentlyPlease call my office at ###-###-#### for any additional questionsThank youRichard LJr., D.D.S
June 15, 2015
Dear [redacted]:
On Saturday, April 25, 2015, [redacted] and her son, [redacted], came to my office for cleaning visits. Upon [redacted] coming into the Operatory, she stated Ms. Tiffany J[redacted] office/business manager was very rude and aggressive with...
her. I listened to her concerns and told her I would speak with Ms. J[redacted].Before I had an opportunity to speak with Ms. J[redacted], Ms. J[redacted] indicated she had called [redacted] mistakenly. Ms. J[redacted] intended to call her co-worker, Shawn B[redacted] office/front desk person, to inform her [redacted] was unaware of her bill and was shocked by it. Ms. J[redacted] knew to approach Ms. B[redacted] in a calm and light manner about the situation because Ms. B[redacted] and [redacted] did not have a good patient/office relationship over the past couple of years. Ms. B[redacted] and Ms. J[redacted] had discussed the appointment book the night before as they always do and Ms. J[redacted] was made aware to please discuss with [redacted] this ongoing bill problem. I came to the phone and listened to [redacted] and understood her being upset.
After I hung up from her, I spoke to Ms. J[redacted] who was very upset as well. She stated her and [redacted] had always had a very good relationship. Ms. J[redacted] was aware that [redacted] did not like to deal with Ms. B[redacted], Ms. J[redacted] had extended herself and allowed [redacted] to email her personal [redacted] account to discuss billing issues and to schedule appointments. In 2014, Ms. J[redacted] stated she emailed [redacted] from her [redacted] account informing her that she was not good at checking her [redacted] mail as frequently and to please contact her through the office. Furthermore, Ms. J[redacted] stated that she and [redacted] had several personal conversations regarding a Hygienist that use to work here and that [redacted] shared a personal relationship with and many other personal conversations Ms. J[redacted] declined to discuss.
On the day in question, Ms. J[redacted] stated [redacted] came in very confrontational. Ms. J[redacted] did state that she asked [redacted] did she hear her because [redacted] did not respond. Ms. J[redacted] stated she told the patient that they had sent several bills and verified her address. [redacted] stated that was her mother's address and did not understand why she was not receiving bills. Ms. J[redacted] went on to allow her to set up a payment agreement although the outstanding balance had been for more than a year.
Ms. J[redacted] stated she had never seen [redacted] with a disposition like this towards her. [redacted] had another child with her that was not being serviced on the day in question but Ms. J[redacted] wanted to ensure the child was comfortable and asked [redacted] and the child was there something they would like to watch on television. Ms. J[redacted] changed the channel and accommodated the patient.
Ms. J[redacted] stated that because several of [redacted]'s family members are a part of our practice she never mentioned to me the problems the team was having with [redacted] in fear of [redacted] leaving the practice and taking all of her family. Ms. J[redacted] thought it was something that would blow over. Our part time receptionist, Larissa C[redacted], informed Ms. J[redacted] that at a past visit she asked [redacted] about her balance and [redacted] stated Ms. J[redacted] always bills me. Ms. B[redacted] also stated [redacted] has told her the same thing on several occasions.
Ms. J[redacted] wanted to call and apologize to [redacted] and I didn't feel she should at the time because feelings were involved. Ms. J[redacted] is deeply apologetic by the whole manner. Ms. J[redacted] is excellent with customer service and always receives rave reviews.
On Monday, April 27, Ms. B[redacted] informed me [redacted] called the office. Ms. B[redacted] said once again [redacted] was very rude on the phone. I called the patient that evening from my cell phone and listened to her concerns. I apologized again. [redacted] requested we send all her records which Ms. B[redacted] did. They were sent certified mail. The x-rays were returned as unclaimed and unable to forward. They are included in this packet. Please use these x-rays for your review as well. Also I have attached a copy of the patient's Office Journal which shows bills were being sent consistently.
Please call my office at ###-###-#### for any additional questions.
Thank youRichard L. Jr., D.D.S.
June 15, Dear [redacted] : On Saturday, April 25, 2015, [redacted] and her son, [redacted] , came to my office for cleaning visitsUpon [redacted] coming into the Operatory, she stated MsTiffany J [redacted] office/business manager was very rude and aggressive with herI listened to her concerns and told her I would speak with MsJ***.Before I had an opportunity to speak with MsJ***, MsJ [redacted] indicated she had called [redacted] mistakenlyMsJ [redacted] intended to call her co-worker, Shawn B [redacted] office/front desk person, to inform her [redacted] was unaware of her bill and was shocked by itMsJ [redacted] knew to approach MsB [redacted] in a calm and light manner about the situation because MsB [redacted] and [redacted] did not have a good patient/office relationship over the past couple of yearsMsB [redacted] and MsJ [redacted] had discussed the appointment book the night before as they always do and MsJ [redacted] was made aware to please discuss with [redacted] this ongoing bill problemI came to the phone and listened to [redacted] and understood her being upsetAfter I hung up from her, I spoke to MsJ [redacted] who was very upset as wellShe stated her and [redacted] had always had a very good relationshipMsJ [redacted] was aware that [redacted] did not like to deal with MsB***, MsJ [redacted] had extended herself and allowed [redacted] to email her personal [redacted] account to discuss billing issues and to schedule appointmentsIn 2014, MsJ [redacted] stated she emailed [redacted] from her [redacted] account informing her that she was not good at checking her [redacted] mail as frequently and to please contact her through the officeFurthermore, MsJ [redacted] stated that she and [redacted] had several personal conversations regarding a Hygienist that use to work here and that [redacted] shared a personal relationship with and many other personal conversations MsJ [redacted] declined to discussOn the day in question, MsJ [redacted] stated [redacted] came in very confrontationalMsJ [redacted] did state that she asked [redacted] did she hear her because [redacted] did not respondMsJ [redacted] stated she told the patient that they had sent several bills and verified her address [redacted] stated that was her mother's address and did not understand why she was not receiving billsMsJ [redacted] went on to allow her to set up a payment agreement although the outstanding balance had been for more than a yearMsJ [redacted] stated she had never seen [redacted] with a disposition like this towards her [redacted] had another child with her that was not being serviced on the day in question but MsJ [redacted] wanted to ensure the child was comfortable and asked [redacted] and the child was there something they would like to watch on televisionMsJ [redacted] changed the channel and accommodated the patientMsJ [redacted] stated that because several of [redacted] 's family members are a part of our practice she never mentioned to me the problems the team was having with [redacted] in fear of [redacted] leaving the practice and taking all of her familyMsJ [redacted] thought it was something that would blow overOur part time receptionist, Larissa C***, informed MsJ [redacted] that at a past visit she asked [redacted] about her balance and [redacted] stated MsJ [redacted] always bills meMsB [redacted] also stated [redacted] has told her the same thing on several occasionsMsJ [redacted] wanted to call and apologize to [redacted] and I didn't feel she should at the time because feelings were involvedMsJ [redacted] is deeply apologetic by the whole mannerMsJ [redacted] is excellent with customer service and always receives rave reviewsOn Monday, April 27, MsB [redacted] informed me [redacted] called the officeMsB [redacted] said once again [redacted] was very rude on the phoneI called the patient that evening from my cell phone and listened to her concernsI apologized again [redacted] requested we send all her records which MsB [redacted] didThey were sent certified mailThe x-rays were returned as unclaimed and unable to forwardThey are included in this packetPlease use these x-rays for your review as wellAlso I have attached a copy of the patient's Office Journal which shows bills were being sent consistentlyPlease call my office at ###-###-#### for any additional questionsThank youRichard LJr., D.D.S
June 15, 2015
Dear [redacted]:
On Saturday, April 25, 2015, [redacted] and her son, [redacted], came to my office for cleaning visits. Upon [redacted] coming into the Operatory, she stated Ms. Tiffany J[redacted] office/business manager was very rude and aggressive with...
her. I listened to her concerns and told her I would speak with Ms. J[redacted].Before I had an opportunity to speak with Ms. J[redacted], Ms. J[redacted] indicated she had called [redacted] mistakenly. Ms. J[redacted] intended to call her co-worker, Shawn B[redacted] office/front desk person, to inform her [redacted] was unaware of her bill and was shocked by it. Ms. J[redacted] knew to approach Ms. B[redacted] in a calm and light manner about the situation because Ms. B[redacted] and [redacted] did not have a good patient/office relationship over the past couple of years. Ms. B[redacted] and Ms. J[redacted] had discussed the appointment book the night before as they always do and Ms. J[redacted] was made aware to please discuss with [redacted] this ongoing bill problem. I came to the phone and listened to [redacted] and understood her being upset.
After I hung up from her, I spoke to Ms. J[redacted] who was very upset as well. She stated her and [redacted] had always had a very good relationship. Ms. J[redacted] was aware that [redacted] did not like to deal with Ms. B[redacted], Ms. J[redacted] had extended herself and allowed [redacted] to email her personal [redacted] account to discuss billing issues and to schedule appointments. In 2014, Ms. J[redacted] stated she emailed [redacted] from her [redacted] account informing her that she was not good at checking her [redacted] mail as frequently and to please contact her through the office. Furthermore, Ms. J[redacted] stated that she and [redacted] had several personal conversations regarding a Hygienist that use to work here and that [redacted] shared a personal relationship with and many other personal conversations Ms. J[redacted] declined to discuss.
On the day in question, Ms. J[redacted] stated [redacted] came in very confrontational. Ms. J[redacted] did state that she asked [redacted] did she hear her because [redacted] did not respond. Ms. J[redacted] stated she told the patient that they had sent several bills and verified her address. [redacted] stated that was her mother's address and did not understand why she was not receiving bills. Ms. J[redacted] went on to allow her to set up a payment agreement although the outstanding balance had been for more than a year.
Ms. J[redacted] stated she had never seen [redacted] with a disposition like this towards her. [redacted] had another child with her that was not being serviced on the day in question but Ms. J[redacted] wanted to ensure the child was comfortable and asked [redacted] and the child was there something they would like to watch on television. Ms. J[redacted] changed the channel and accommodated the patient.
Ms. J[redacted] stated that because several of [redacted]'s family members are a part of our practice she never mentioned to me the problems the team was having with [redacted] in fear of [redacted] leaving the practice and taking all of her family. Ms. J[redacted] thought it was something that would blow over. Our part time receptionist, Larissa C[redacted], informed Ms. J[redacted] that at a past visit she asked [redacted] about her balance and [redacted] stated Ms. J[redacted] always bills me. Ms. B[redacted] also stated [redacted] has told her the same thing on several occasions.
Ms. J[redacted] wanted to call and apologize to [redacted] and I didn't feel she should at the time because feelings were involved. Ms. J[redacted] is deeply apologetic by the whole manner. Ms. J[redacted] is excellent with customer service and always receives rave reviews.
On Monday, April 27, Ms. B[redacted] informed me [redacted] called the office. Ms. B[redacted] said once again [redacted] was very rude on the phone. I called the patient that evening from my cell phone and listened to her concerns. I apologized again. [redacted] requested we send all her records which Ms. B[redacted] did. They were sent certified mail. The x-rays were returned as unclaimed and unable to forward. They are included in this packet. Please use these x-rays for your review as well. Also I have attached a copy of the patient's Office Journal which shows bills were being sent consistently.
Please call my office at ###-###-#### for any additional questions.
Thank youRichard L. Jr., D.D.S.