My rating is five stars for my dentist and dental hygienist. It's three stars for the administrative staff.
When I moved back to Markham over a decade ago, I needed a dentist. I didn't like my old dentist, which both my parents still go to. I needed a change. I have been seeing Dr. Clarence Lau for all my needs ever since. His office is a five-minute drive from my home.
Dr. Lau is a competent, friendly dentist. He has addressed a couple of odd chipped teeth that I have had in the past. The first one required a second appointment. The other one was my front tooth and was so minor that he made the fix right on the spot, after my usual teeth cleaning, which I appreciated. I still can't tell to this day that my teeth were chipped! He is also skillful when redoing a few of my old silver fillings with tooth-coloured ones. He is the best.
The only gripe that I have is dealing with the administrative staff. I understand that they pull estimates before my appointment, to determine whether my dental plan will cover everything and whether I need to cough up the difference. Over the years, my plan has changed where they can get a yes or no from my insurance company, but not details. The details require my agreeing to reveal them. In the past, they would call me for the details. I said that I do not want to be doing this procedure every six months.
Last Wednesday, I had an appointment for regular cleaning and a checkup. My new dental hygienist was friendly and did a great job cleaning my teeth. I typically don't have issues with my teeth. I'm that type of person who brushes with an electric toothbrush and flosses, doing both tasks twice a day. I suppose that good dental hygiene came with having braces for a few years back in grade 5.
Anyway, as I sat in the waiting room the other day, one of the administrative staff was on the phone with my insurance. She then called me over to talk to some guy and she asked for approval for more details.
I first asked whether I would have to speak with him every time I go to a dental appointment. He explained to me that the dental office needs to allow five days for an estimate to go through. I relayed that basic information to the administrative person. She said that she would explain the whole thing later.
After my dental appointment, this administrative woman went into the whole calendar year period that my plan runs on and when she needs to pull an estimate. I explained to her that I should not be involved in her internal procedures with my insurance and in providing authorization for an estimate because she can't do her job. I am here as a patient to go in for my appointment, get the dental care that I need, and have my insurance cover the cost. I do not want to be involved listening in on a call that covers her work task and speaking to my insurance because she was late getting her act together. It was highly unprofessional.
Anyway, I like getting an invoice at the end saying that I have nothing to pay. The invoice also states when my next appointment is, so I have a record of it. I also like the travel-sized dental floss and toothpaste, and dentist-branded toothbrush that I get after each appointment. It feels like I got a party favour... haha!
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