That being said, we respectfully request patience, understanding and reasonableness from patients as we implement COVID-19 precautions and when circumstances outside our control arise, like the delay because of the computer issues we experienced the day you visited. Again, we sincerely apologize that we missed the mark for your visit. We take our service to patients very seriously and strive each day to meet the mark of superior patient care.
Cindy Rice, our office manager, has followed up with a note of apology mailed to your home. Gray did a follow-up call and apologized repeatedly to you and your wife for the unavoidable delay. We are, therefore, confused at your mention that you were given no word about the wait, and we were even more disturbed when you left without letting us know. Makayla offered you bottled water to stay cool, a cup of coffee if you preferred that, asked if you wished to reschedule your appointment and made every effort to make you comfortable and to keep you informed. Gray was experiencing some computer issues in serving the current patient she was with and so there would be some delay in bringing you in. When you arrived for your appointment and called our office, Makayla mentioned to you that Dr. Please understand that to best meet your needs, your type of appointment needed to be in-office with your audiologist. We certainly understand how this may have appeared that we were meeting those patients needs before yours. While you were waiting to come in for your in-office appointment, you saw our two patient care coordinators making trips to other patients' vehicles to supply them with batteries, repair services, etc. But these precautions do add some additional minutes to the day and affect how quickly we can bring the next patient in.Īnother way we are seeking to maintain social distance between patients is by offering curbside service to patients who don’t require in-office services. The vast majority of our patients have expressed sincere gratitude for these measures we are taking to keep our patients safe. To maintain social distancing among patients whose needs are best met with an in-office visit, we must manage the number of people in the office at any given time, and we are sanitizing the office between patients.
While our patients and our staff much prefer the pre-COVID-19 days when we welcomed patients into our comfortable lobby to enjoy a cup of coffee or a soft drink and a snack, the times we are living in demand a different approach. Please accept our sincere apology for your recent wait at our clinic and please allow me to respectfully address your concerns.Īs part of our efforts to keep patients safe, we are indeed asking patients to call us from their cars when they arrive and wait for us to give them the green light to come in, a practice that is in keeping with suggested protocol for health care service providers in the wake of the COVID-19 outbreak.