Hello and Happy March Everyone!
As many of you are aware, with the website change we have been inundated with emails and phone calls. We are working hard to answer inquiries and help with account activations and appointment scheduling in a timely manner. We have noticed some common tendencies being adopted with regards to how inquiries are submitted, and want to bring everyone’s attention to the proper methods of submission. This way, we are better able to answer everyone in the best possible way and in a prompt manner.
When submitting an inquiry, please do so through the contacts page of the website (if you do not already have the email address of the person you wish to send a question). Please do not submit health questions in the comments section of an order you are placing, or in the comments on a blog post. <--This is really, really important! :-) Blog posts are not yet monitored on a real-time basis, and questions placed in the comments section of an order can be overlooked until the order is processed. Inquiries submitted in these places may not be noticed for several days, causing lengthy delays in us being able to get a response to you.
When you submit an inquiry through the contacts page, please do not submit the same inquiry to multiple recipients. If the person you address the question to is not the appropriate person to handle your inquiry, they will forward it to the person who is and that person will get back to you. Sending the question to multiple recipients puts a strain on our resources, and causes delays in our ability to get back to you quickly.
Finally, many of you may have noticed the new website features a character limit on the contact form. We understand that many people have been ill and suffering for a long time, and have a lot of detail pertaining their case. However, the character limit was necessary due to the sheer number of emails we receive daily, and the length of each. For general inquiries, please keep your submissions brief. If you have an inquiry that contains a lot of in-depth detail, please contact one of the assistants (Megan or Elizabeth) to schedule a consultation. Please do not break up lengthy messages into several submissions, otherwise we will have to ask that you schedule a consultation.
We hope that these guidelines will help everyone to submit their questions in a way that will facilitate a speedy response from us. There are times we have extremely heavy email and phone traffic, and we really work hard to answer everyone as quickly as possible. We have changed the website to make things easier for everyone (after the initial activation!), and are in the process of expanding to better serve everyone and make sure that delays do not become the norm. But taking the time to ensure that your questions are submitted properly will really help us help you faster!