1 Star Review: Feedback on reply requested!

Backstory:

Patient's husband was late for their children's appointments, so we had to reschedule. We have a 5 minute policy (which yes, is tight, but any more time makes literally every other patient for the day late). So, we rescheduled them for a different day. They were late AGAIN, and we could only see 1 of the 2 exams the second time. Mom left an unhappy review saying we're too inflexible and she'll be going elsewhere. Client also complained about taking too long to get on the schedule, and our broken appointment policy - we always waive the first time, and clients are texted this policy in advance. Frankly, we're okay with that, as we have plenty of clients who arrive on time and respect the office policies, but I always like to respond to feedback, good and bad.

Drafted Reply:

NAME, thank you for taking the time to share your feedback; we are very sorry to hear that you were unhappy with your recent experience with us. We agree that Dr. XXX is an excellent doctor and a lovely person :) That does mean that he often has a wait to get booked on his schedule, but we have added a second doctor to the team to help facilitate getting appointments sooner.

Our office prides itself on giving each patient their fully allotted examination time, and unfortunately that does require us to uphold a firm late policy out of respect for the other patients on the schedule. We definitely don't like having to turn patients away if they arrive outside the late window, and we do try to accommodate when circumstances allow. We also always give a first time courtesy for the broken appointments and waive the fee, as we do understand life happens.

If you'd like to discuss your experience further, please feel welcome to contact our office directly via phone, text, or email to EMAIL . We appreciate your feedback, and we hope you consider rejoining us again in the future!