This will respond to the above referenced complaint. Thank you for the opportunity to review and respond.This young patient's overnight medical study was scheduled for the evening of November 22, 2017. Regrettably, the Center closed for business that evening and staff inadvertently missed calling...
the patient's parents to notify them of the canceled appointment and to reschedule the study. November 22,2017 was the night before the Thanksgiving holiday. In addition, the Center was in the midst of significant employee turnover that may have impacted the otherwise well-established workflow for notifying patients of canceled appointments.Our failure to contact this family was not in keeping with our customer service protocols and goals. We extend our apologies for any inconvenience and pledge to meet our patient and his family's needs in the future. As part of our investigation and this apology,we wanted to expedite this young man's next appointment. A review of the schedule discloses that this patient has an appointment that is scheduled within several days of this letter.In addition to this apology, BMG would like to offer the patient and his family member a gift card to [redacted]'s to enjoy breakfast after the overnight study.Please be advised that in response to this letter, all staff have been retrained on the need to check the schedule on days when the Center closes, confirm that no one remains on the schedule and, if there are patients remaining on the schedule, to notify them well before the appointment and to reschedule.I trust this responds to your questions. Should you have any additional questions, please do not hesitate to contact me directly. I can be reached at [redacted]
Karen [redacted]Director Quality Improvement/Risk Management
The charge of $has been removed from the account as of today 7/7/
This will respond to the above referenced complaint. Thank you for the opportunity to review and respond.This young patient's overnight medical study was scheduled for the evening of November 22, 2017. Regrettably, the Center closed for business that evening and staff inadvertently missed calling...
the patient's parents to notify them of the canceled appointment and to reschedule the study. November 22,2017 was the night before the Thanksgiving holiday. In addition, the Center was in the midst of significant employee turnover that may have impacted the otherwise well-established workflow for notifying patients of canceled appointments.Our failure to contact this family was not in keeping with our customer service protocols and goals. We extend our apologies for any inconvenience and pledge to meet our patient and his family's needs in the future. As part of our investigation and this apology,we wanted to expedite this young man's next appointment. A review of the schedule discloses that this patient has an appointment that is scheduled within several days of this letter.In addition to this apology, BMG would like to offer the patient and his family member a gift card to [redacted]'s to enjoy breakfast after the overnight study.Please be advised that in response to this letter, all staff have been retrained on the need to check the schedule on days when the Center closes, confirm that no one remains on the schedule and, if there are patients remaining on the schedule, to notify them well before the appointment and to reschedule.I trust this responds to your questions. Should you have any additional questions, please do not hesitate to contact me directly. I can be reached at [redacted]
Karen [redacted]Director Quality Improvement/Risk Management
The charge of $25 has been removed from the account as of today 7/7/2016.