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Letter From NovaCare

NovaCare
15124 Watergate Road
Silver Spring, MD 20905

Dear Ms Van Dyke:

September4, 1997

I am writing to you in response to your recent inquiry to Kevin Carroll and your request that NovaCare provide funding to you for the cost of
additional services that you request from Joseph Miller, our former
employee.

It is my understanding that you believe that the services that you have
received from NovaCare over the past few years have not been satisfactory. It is also my understanding that, in response to your requests and the requests of others on your behalf, we have on several occasions permitted our clinicians to work with you and to make adjustments and repairs to your prosthesis, at no additional charge to you or to anyone else. We have worked with you, without pay, simply in an attempt to achieve one more pleased customer and to obtain the best clinical outcome for you as an individual We believe that the care that you have received from NovaCare has been professional and has met the high standards that we have set for ourselves as the industry leader.

Notwithstanding our efforts, I am told that you remain unsatisfied, and
that you wish to no longer receive care from NovaCare; however, you have requested that NovaCare pay the charges of Mr. Miller or others who provide these services to you.

While we regret that you have not been satisfied with our services, we are not willing to fund any future services that you may need or request. Our review of the care and services that we have provided to you indicates that our clinicians have performed well. In each instance where follow-up care was necessary or requested in connection with your prosthesis, our clinicians were responsive to your needs and provided such after-care, at no additional cost to you. Your patient file reflects that we have repeatedly used our best efforts to achieve for you the best possible outcome.

We hope that you receive from Joe or whomever else you choose services that you consider satisfactory. However, NovaCare is no longer willing to provide you wlth unlimited, free services, or to pay for the services performed by others. Please refrain from calling upon our clinics for such services; instead, any requests or commumications should be directed to me at the address indicated below.

We wish you well.

Very truly yours,

Richard S. Binstein
Assistant General Counsel

cc: Mr. Kevin Canroll