I had a very unpleasant experience with Dr. Chew and his staff. I felt that both Dr. Chew and the front desk staff member, whom I believe was called Layla (I am not completely sure of the spelling), were rude and unprofessional toward my mother and me.
My mother and I are Vietnamese. I speak English, but English is not my first language, and there are medical terms that I do not always understand immediately. During the appointment, there was a moment when Dr. Chew used a medical term that I did not understand. I paused and my facial expression showed that I was confused. Instead of taking a moment to explain the term in simpler language, Dr. Chew responded in a way that I felt was rude and dismissive.
Communication was already difficult because Dr. Chew's English was not always clear to us, and his accent made it difficult for us to understand some of what he was saying. I do not have a problem with someone's accent--everyone has one--but when communication involves medical information, the patient and family should be given enough explanation to understand what is being discussed.
Dr. Chew then spoke primarily to the staff member, Layla, who translated the information into Vietnamese for my mother. Her translation was not completely accurate, but we were able to understand approximately 60-70% of what was being communicated, and we did not complain about it. I even told her that she could speak directly to my mother in Vietnamese because my mother could understand her.
What bothered me was that Dr. Chew continued speaking to Layla rather than communicating directly with me, and then Layla repeatedly asked me whether I understood what the doctor had said. I found this confusing and disrespectful. I was trying to understand medical terminology, not refusing to communicate or pretending that I understood something when I did not.
I also witnessed Layla speaking very loudly and harshly to another elderly patient while I was taking my mother to the X-ray room. I was shocked by the way she spoke to that patient and hoped that our experience would be different. Unfortunately, when we interacted with her, I felt that she was also very loud and disrespectful toward us.
Patients should not feel embarrassed for asking questions or needing medical terminology explained, especially when there is a language barrier. Medical professionals and staff should be patient, respectful, and willing to make sure patients and their families understand important medical information.
I am sharing this experience because I hope the office will take communication, cultural sensitivity, and respectful treatment of patients--especially elderly patients and patients who speak English as a second language--more seriously.
My mother and I decided to visit different offices, and everything went smoothly. Based on our experience with Dr. Chew, I hope you will carefully consider whether he is the right choice to serve as a primary dentist. We did not feel that he showed enough sympathy, patience, or respect toward patients. read more