Topic: Houston Memorial Hermann Memorial City Review Chapter 3 10-6-09

PS

Kimberly, I just emailed you the letter I sent in on Friday.  Also I was going to address your quote that you guys are there until 4:30 on Fridays.  If that is true AND you guys answer the phone all the way up until then, then you might want to visit with the operator guy that answers the phone for the doctors who told me "I know for a fact that they do not answer the phones after 12 on Fridays" he is obviously highly misguided.  I would encourage you and your peers to follow up and try the number yourselves from time to time to see how they are operating.

Yea R.,

Thank you for your feedback.  We are working hard to improve customer service on every level and your feedback is valuable. I will get with our answering service as, clearly, whoever you spoke with on Friday was misinformed. 

We used to roll our phones on Fridays at noon in order to give the staff time to prepare charts for the following week; however, we changed that MANY months ago in an effort to better serve our patients. Now and then, we do roll our phones from noon to 1pm in order to hold staff meetings.  Many doctor's offices do this; however, it is not something we do on a daily basis. 

I look forward to meeting you today and working past the bumps you had in reaching us last Friday due to us having to close the office early because of an emergency situation.  It is not the norm for us, I assure you.

Blessings,
Kimberly Taylor
The Davis Clinic
Lap RNY 7-8-02

I had Dr. Garth Davis and went through some of the same delays and poor front-office service, but I didn't choose him because of his staff.  I chose Dr. Garth because he is one of the best in his field.  My dealings with the office staff is very limited - but I have to deal with my surgery the rest of my life!

I don't about Dr. Robert, but Dr. Garth answers his emails from his patients.

Good luck with your journey!

Sarah