We are sorry to hear you were unsatisfied with your visit. While we will not discuss specifics of treatment as that is Protected Health Information, the information provided in this complaint is an inaccurate representation of services provided. To date you have received requests for labwork that provided an accurate diagnosis (which was missed by your other provider), a comprehensive and individualized treatment plan including 10 documents containing educational resources to best support you.
We would like to take the opportunity to clarify the timeline you have outlined in your complaint:
Your last visit with us (June 15th) was added to the schedule outside of normal availability as a courtesy before ************ was out of town for 4 days without internet access, information you were made aware of at the time of your visit. Additionally, you were informed at your visit that the supplement recommended was recently out of stock and could delay getting recommendations to you briefly as the online dispensary does not allow recommendations to be sent until the supplement is back in stock. You agreed to this timeline at the time of your visit. You received an email from ************ as soon as she was back in town with internet access on June 20th and were reminded that the supplement was out of stock and causing a very temporary delay. On June 21st at 6:49pm you emailed ************ asking her to call you. ************ is not in the office on Tuesdays, was in the emergency vet the entirety of the day after her puppy had been poisoned, and your email came after business hours. You were called the following business day, June 22nd, as soon as she arrived at the office. At that time you had already filed a complaint with the BBB and written a detrimental ****** review. We would also like to note that because naturopathic treatment plans are designed specifically for the patient and include nutritional, lifestyle, supplement recommendations, and more- it is not uncommon for it to take up to a **** days for a plan to be created for you.
Prior to this, you had expressed feeling much better and incredibly grateful after each visit to our clinic. We regret that the aforementioned delays did not meet your expectations, but have reviewed the circumstances fully and found that we provided the quality care we pride ourselves on. After reviewing our call logs, we found that you did in fact call several times within a 15 minute window, but these calls were all late in the evening after we had closed and no voicemail was left at that time. As a very small business with hours by appointment only, we are not able to operate as an 24hr clinic and do have to return calls the following business day- or in this case when the provider has returned to the office.
We take these complaints very seriously and despite feeling like we could not have done things differently, we ultimately want you to have a positive experience with our staff and providers. ************ has expressed deep regret that you felt so unhappy and has tried to contact you to see how things can be remedied. You have declined further contact with us. We respect your choice and wish you the highest health and happiness.
*******************, **, DC
Naturopathic Doctor
Chiropractic Physician
Reiki Practitioner
Serenity Holistic Health, Owner
************