update next day, 4 August:
I had two seperate phone calls with the office today, one with Carla regarding the billing issues, which I feel are resolved - just make sure you ask for the charges beforehand, as it may not be their policy (I couldn't tell, but this was the crux of my issue) to tell you what stuff costs before it happens, but you still have to pay before they bill insurance, so it was really confusing.
She had to have Dr. Kami call me back because he was with a patient, and he did within the hour. He answered the questions I felt I didn't get to ask during the office visit, and apologised and took responsibility for the issues with communication. (re the night guard - they are going to wait until after I see the Orthodontist, which they didn't say yesterday, but makes sense.)
Regarding my experience with the hygenist (Danielle), he apologised and explained that she was probably not the best fit for me. Other patients like her because of her efficiency, and that I probably needed someone different. He wanted to make things better, so now I have an appointment in a month (the soonest they could get me in again) for another cleaning with a different hygenist (Nicole). I anticipate the next visit to go better.
I definitely appreciate Dr. Kami's response to my issues and feel like I was heard and my issues weren't just brushed off, that he appreciated me letting them know about my experience and giving them the opportunity to make it better. This is a really great thing and has turned an experience that has had me in tears several times into one that I am hopeful and expectant that it will be better. I will update this review (again!) once I have the additional cleaning.
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3 August 2011
I'm feeling kind of unhappy here. Up to the cleaning it's been fine. But after two checkups, I had my first cleaning here today. I'll revisit this review after I talk to them tomorrow.
I had several discussions with the girl who saw me first who helped Dr. Kami during the checkup. Then I was kind of just left in the chair waiting awhile for my hygienist who showed up finally & said "come with me" but didn't indicate that I was actually changing rooms for the cleaning. Weird (plus it's kinda weird that I saw the Dr. before, not after.) that I had to ask if I needed to bring my stuff. Then I had to tell her everything the Dr. had discussed (not my job?) and repeat three timed that I already have an appt. with their Orthodontist.
Then she scraped my teeth. That was ok except I told her two teeth were really sensitive & she kept spraying cold water on them over & over, me cringing and jerking each time. Then the polish. Which lasted about 45 seconds and was half my tongue. I was immediately rushed out of the chair & to make a 6 month appointment & pay a bill that was just a lot of numbers thrown at me (which turned out to be the wrong ones I had a bill for $28 from my first visit, she charged me $68. I didn't have it with me so that's something I'm bringing up tomorrow.) Uh. I never once got to look at her work or ask about a couple bad spots. I had to ask for the flouride that the other girl had said she'd go over with me & I think she gave me the wrong stuff & didn't let me choose.
Once out in the car I finally got a look at my teeth & I was able to scrape stuff off with my nail. WTF? Plus there are spots that she *missed*. Ugh. I really didn't need this. At least they're nearby.
Oh and the reminder card they sent had the wrong time on it. Another wtf.
Just remembered something. I was having so much sensory overload at the time from the lights and the water & air on my sore teeth & being moved around that I'm still processing things.
So during the checkup part before the "cleaning" and before Dr. Kami came in, his assistant spoke with me about getting a different night guard - my old one from Dr. Lim (N. Berkeley Dental Arts - not recommended) is hard plastic & she said they'd get me a new softer one. That was the only time it was discussed. Dr. Kami never asked if I had questions at the end of his checkup, either. I had a few, but forgot since he never asked.
I really felt like there was a lot of waiting to be rushed around. And I also felt like they didn't bother to look over the chart from my first visit (otherwise they'd not be getting me a referral to an ortho I already have one for three times). The assistant seemed to know stuff or remember it, but it didn't matter since nothing we talked about was actually done. The hygienist never asked me if I was OK when hurting me, only after flossing before polishing, once.
Again, I left a message this evening for them to call me tomorrow and will be talking with them to hopefully resolve these issues. I will update my review with the results tomorrow. read more