Here's the email I sent to Dr. Peter McDonnell under the subject heading "Wilmer Eye Institute: an unhappy customer":
Dear Dr. McDonnell -- here's my story (see link below) . . . I thought you'd like to get some feedback about people's reactions to the services provided by the Wilmer Eye Institute.
By the way, [patient] is fine now and back to normal, and we are relieved and very happy about that. I just wanted to vent, and am not asking anything from you other than to be aware of the weaknesses of your organization and do your best to fix the shortcomings.