Patient Apology

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Blackburn Primary Care Associates
1990 Turquoise Drive
Blackburn, WI 54937
(555) 555-1234
May 26, 2007

Tom Lightman

312 Monterey Place
San Marino, Ca. 91108-1833

Dear Mr. Tom Lightman:

Thank you for choosing Dr. Blackburn with all your health care needs. We hope that your recent experience was positive and that you are well on the road to recovery.

I would like to convey to you my most heartfelt apologies for my brazen words and for the improper behavior that you received from the staff yesterday (May 25, 2007), and it was unacceptable in this office. I was told by the head Nurse that you had filed a complaint stating to the nature of how you felt as though your health needs were minuscule. Words cannot express how truly sorry we are for the anxiety, frustration, and inconvenience that we caused. This is especially saddening when our objective here is to provide the highest level of quality care and treatment as quickly as possible. Patients in critical or serious conditions must be seen first. For that reason, there are circumstances in which providing care to these patients makes it necessary for other patients to wait longer than normal.

We regret that your visit coincided with one of these rare situations and that we were unable to meet our promise of having you seen by your physician within 15 minutes. With that being said, again I would like to express my apologies for the improper behavior that you received from of the staff at this office. As a token of our appreciation for the fact you were inconvenienced, enclosed is a gift card for two at the movies theater of your choice. I hope that this will restore your trust and respect back in us to continue taking care of all your health care needs.

Sincerely,

Bridgett Sholars
Office Manger, RMA

BS:ac
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