Apology Letter Mom

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Blackburn Primary Care Associates
1990 Turquoise Drive
Blackburn, WI 54937
(555)555-1234
May 29, 2012

Tom Lightman
312 Monterey Place
San Marino, CA 91108-1833

Dear Mr. Lightman,

I have received your message that was left at our office after your visit on March 15, 2012. I am very sorry to hear that you had a bad experience during your visit to our office. As I was checking the record of the time that you were in our office to see why our staff may have acted in this manner, I realized that there was a medical emergency with one of our other patients. That would explain why that Sarah, our receptionist seemed more distracted than usual. Dr. Blackburn would have been rushed to help the other patient that was in an emergency. Our staff would have more than likely have been under stress due to the medical emergency. I am sorry that they appeared rude and distracted. I am very sorry that you were caught in the middle of this and didn’t receive the time and attention that you should have. All of our patients are equally important. I hope that you will reconsider and give us another chance to provide you with quality patient care.

I see that you have requested to have your medical record sent to another physician’s office. If you still choose to do so, I will be happy to help you and fax your records. I am working on hiring another physician and more medical staff to make sure that this kind of thing doesn’t occur again. You have been a pleasant patient to work with and I hope you will give us another chance and reconsider staying at out office for treatment. Please give us a call if you have any concerns or questions. I would be more than obliged to assist you. Have a nice day!

Sincerely,

Office Manager
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