One Star -- Very Disappointing Experience
I was a patient at…read morethis practice for more than two decades before my previous dentist retired. During that time, I rarely had any issues, consistently attended my six-month appointments, and followed the recommendations of my dentist and hygienist.
Unfortunately, my experience changed significantly after the transition to the current ownership/management.
After the previous dentist left, X-rays began being taken at every visit without, in my experience, a clear explanation of why the frequency had changed. More concerning to me was the introduction of a "Standard of Care" policy that was presented in a way that made me feel I had to comply with their recommendations or risk being dismissed as a patient. When I expressed concerns about patient autonomy and my ability to make informed decisions about my own body and care, I did not feel that those concerns were taken seriously.
When I asked for clarification about the policy and its forceful wording, the receptionist told me that the previous dentist had supposedly been operating an illegal business and that this was why the policy had to be implemented. That explanation was extremely concerning to me, and I do not believe it was an appropriate or truthful way to address my questions.
I also became increasingly concerned by the turnover I witnessed among the staff. Since the transition, it seemed that more and more familiar employees were gone, and there appeared to be almost complete staff turnover.
After my last visit, there was an issue with the insurance submission, something that had never happened during my previous years as a patient. When the receptionist called me about it, I had to prompt her about what the next steps should be. She did not seem to know what to do or who to contact. I ultimately had to call our insurance company myself and have the claim properly resubmitted. It was then approved.
Ultimately, I changed dentists after my last experience at Signature Dental, largely because of my interactions with the receptionist. I found her attitude extremely rude and unprofessional, and I do not believe she should be dealing with patients in that capacity.
My request to have my records transferred to my new dentist had to be sent multiple times, and when the records were finally received, my new dentist reported that they contained very little information. When I personally went to pick up my records, I was handed only two sheets of paper containing very little information.
After more than 20 years as a patient, I found this deeply troubling. My understanding is that my health records are about my care and should be made available to me and to the providers I choose to continue that care. I expected my records to be handled carefully and transferred in a way that would actually help my new dental provider understand my history and continue my care. I cannot say what happened to the rest of my records, but the information I received did not appear to represent my complete history as a longtime patient. That experience seriously damaged my trust in this practice and, in my opinion, demonstrated a lack of care when it came to patients and detailed record keeping.
I want to be clear that I had a very positive experience with the hygienist, Jesse (if I have her name correct). She was the one redeeming part of my experience there, and I appreciated the care she provided.
One other point for prospective patients: Google currently appears to list Dr. Dona, but he has retired and is no longer practicing there. My experience and this review concern the current practice and, specifically, Dr. Matt Gallup and Adam Milmont, who I believe are responsible for the practice's current management. The glowing reviews displayed on their website also appear to reflect experiences with previous staff, many of whom have since left the practice.
After being a patient for more than 20 years, it was disappointing to leave. What ultimately made that decision easy was feeling that my concerns were dismissed, my questions were not handled professionally, and the receptionist's treatment of me was unacceptable. If you have questions or concerns, be prepared for what I experienced as an extremely cold demeanor and dismissive attitude. If she is the first and last interaction patients have with the office, I have serious concerns about the impression that leaves with patients and, ultimately, the practice's ability to retain them.
Based on my experience, I would not recommend Signature Dental.
