Pali Women's Health Center, Inc.

Initial Business Response /* (1000, 13, 2014/04/04) */
I spoke with the complainant personally on 4/1/and apologized for her experience at this office on 3/17/She had been treated at this office for over years previously and had been very happy with her careThis was her first
encounter with the particular health care provider she was seeingUnfortunately there was a miscommunication amongst the office staff regarding how to handle the patient being minutes late for her appointmentInitially when told the patient would be a few minutes late, the provider agreed to see her but by the time this patient actually arrived, the provider needed to be leaving the officeRegardless, the encounter could have been handled much better, and it is never acceptable to be rude or unkind even in difficult circumstancesI expressed my appreciation to this patient for sharing her experience with us so that we can prevent this from occurring in the futureI have held counseling sessions for the staff and the providerIf patients are more than minutes late, they will only be seen for their appointment if the provider personally agrees to do so and it is not disruptive to the rest of the scheduleWe hope this patient will continue to seek care at our office, given that this was one negative incident in an otherwise long history with usWe strive to provide quality health care in a timely,efficient and compassionate manner