Dear Margaret The entire PDXN team would like to thank you for taking the time to provide us feedback, your input is greatly appreciated. We apologize for the inconveniences your mother may have experienced at our clinic. You definitely outlined some key aspects that we uphold and take seriously at PDXN in terms of patient care and communication. As per our complaint policy, we would appreciate it if you contacted our patient care manager and filed a complaint formally so the patient can identify themselves and follow-up with the situation you explained immediately. With all of our valued patients we always aim to ensure that our patients are satisfied with our service and any concerns are dealt with effectively. You can reach out to the patient care manager at ithi.k@pdxn.ca.Once again we apologize for any inconveniences you experienced, and would like you to know that your feedback is important and it would help us to improve services and avoid difficulties such as this in the future.