Dear Andzelika, Thank you for your feedback. This is a very unusual situation we have found ourselves in, as we take great pride in providing excellent service to our patients. Fortunately I was able to take your call on the day that you demanded a manager be contacted and of course, I was happy to do so. However, I must make it clear that by that point, you had already verbally attacked our staff and were shouting in the practice, and I was not willing to accommodate you any longer. Our staff were visibly shaken after your behaviour, and we will never tolerate abuse of our staff. This was the second time you arrived late to your appointment (Your appointment is when you need to come - as per your pre-care email information, which states you must arrive 30 minutes before your treatment time). We do this to ensure you are comfortable throughout your treatment. Hannah, the receptionist you refer to, is one of the sweetest and kindest souls I know, and she was merely trying to look after you and reschedule you for another date. Our Saturday clinic is tightly operated because of the sheer demand, and we would never rush a treatment. Had we gone ahead on the day, you would have been very uncomfortable throughout your treatment, or we would have had to be late for someone else's appointment after you. This would not be fair to anyone. I believe, from our call records, that Hannah had specifically contacted you in the morning to make clear that you must arrive 30 minutes before the appointment. This was because you previously arrived 20 minutes late and expected everything to work around you. I hope you have since been able to reflect upon the caring nature of Hannah, whom you verbally abused, and the impossible situation I was in to discuss over the phone once you had created such a scene within the practice. I would also like to point out to you that your behaviour not only affected our staff but also the other patient who was in the clinic. She left worried and had to be contacted later in the day to check on her wellbeing. Thankfully she was more worried for the staff than herself.
