Conversation with Meredith (part 2)

Apparently Meredith spoke with Carly after reading my email and she then sent this reply. It's about what I expected. I find it interesting that she thought I was trying to get Carly fired. Was there ANYTHING in my first email that would give ANYONE that thought? Can you say paranoia? By the way, the definition of "slander" (keep this in mind as you read it) is making a false, malicious, defamatory statement against someone's good name.
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Sean,

I appreciate the time you spent to contact me. First things first: Congratulations on such an INCREDIBLE journey to find the new you- inside and out! The task you undertook (and will continue to undertake) was certainly far from easy and I am sure it was bathed with bumps along the way. Dr. Smith, the blessed man that he is, did provide the means to change your life, but ultimately, it was you who changed your own life. And in that you should take great pride.

I am aware of the recent forum situation and would like to shed some light on it for you, if I may. Not only is Freedom of Speech permissible on our RMAP forums, but it is a right provided to us in this country. But just like the God-given right to speak freely, there are respectful limitations. None of us are perfect, and that definitely includes us at RMAP and our interactions with our patients. I fully recognize that you felt you were not given appropriate customer service during a conversation with Carley, and that always feels frustrating, no matter the situation. However, I would hope you can put yourself in her shoes and try to understand the demands of a medical practice. Unfortunately, for all involved, our doctors live hectic lives and lead very busy schedules, which puts a damper on the amount of time they can spend with patients. From what I understand, Carley simply wanted to set a block of time, just for you, to meet with Dr. Smith. It appears this courtesy may not have been received properly, and for that we do apologize.

I do feel it necessary to share with you that in the short time I have been with RMAP (4 months in the summer, and now since middle of January upon graduation), RMAP needs Carley. She has bright ideas for improvement and has the fortitude and determination to promote and execute change. She and I have very similar goals for RMAP, as we look to the future as a big picture, and we are constantly looking for improvement. I am not sure if you are trying to have us let her go, or not; but I must tell you, she will be the last person to be let go. Again, RMAP needs her. The difficulty found in voicing your opinion about one of OUR employees in a negative light on OUR forum, is the setting. Just like you have seen, people feed off of one another on the message boards and will only add fuel to the fire (good and bad). Hence, when stating your disappointment in one interaction with Carley on a public forum, is slanderous. Put yourself in Carley’s shoes, would you want to be a moderator of a forum to only find hate messages posted about you? From patients you care about deeply? It comes across as backstabbing. Of course, all of us can improve our customer service skills, but if presented in a constructive critique. Your approach did not appear to be a constructive critique.

And I do know, that it only makes it more difficult for us to feel that your criticism was constructive when you currently still permit other patients to degrade Carley on your blog. Do not get me wrong, blogs are personal and they are for your own particular use. I have a blog- and what I choose to write about it is my own business. However, frequently adding more anti-Carley posts is degrading, hurtful and malicious in nature. I do hope you can appreciate that and, again, see it from her perspective.

In terms of your thoughts regarding the $500 education fee, that truly did not play a role in the removal of your membership from the forums. We were already aware of the problem in the education department; hence, I was brought on. Just as much as I hope you take great pride in your weight loss journey, I take great pride in improving our education program. My priority is to provide various useful resources for our patients, and to be utilized as a resource for knowledge, a listening ear, and to offer advice when needed. Support group has become my “baby,” and do hope you can find a way to attend. I am excited with the direction it is going and am always looking for ways to improve it. Please do not hesitate to flood me with ideas, questions and concerns to help better RMAP. I so value patient input, as their satisfaction means my satisfaction. But I do hope that such input will be directed toward a single entity, like myself, and can be addressed in a constructive way.

I want to acknowledge and extend my gratitude for the many good works you have done for RMAP and our patients. It sounds like you are a great asset for those patients who know you and look up to you. And my hope for a resolution in this matter is as follows: No more negative posts about Carley, as we clearly have witnessed both negative and positive testimonials pertaining to her; all of us are striving to be better. And I hope to maintain your trust in RMAP. We are on your side, we are your allies and we want to help you succeed in any useful manner possible. We choose to do what we do, here at RMAP, because we find joy in serving you. Your experiences will be of great use to me- I hope you didn’t bite off more than you could chew when you offered your services!

Meredith, RN
Education Director
1160 East 3900 South STE 4100
Salt Lake City, UT 84124
Phone: (801) 268-3800 Fax: (801) 268-3997