Oooof, I should've listened to the reviews noting the rude office manager's behavior, as well Dr…read more Tongs lack of professionalism.
We had just moved to the area, they had plenty of appts available so I went ahead and booked.. I thought it would be a basic and standard visit. What could possibly go wrong?
I have been a registered nurse for almost two decades, know exactly how patients should be treated, and what professional and respectful communication looks like between a healthcare provider and a patient.
I arrived to my appt, and the office manager proceeded to scold me for being 5 minutes late, and was abrasive in her communication. She stated she couldn't find me in the system. I spelled out my name for her, she found me, then she proceeded to blame me for poor penmanship. I did not engage with her any further.
When I was taken back to a room, i was examined and diagnosed with some cavities. Dr. Tong stated he could fit me into his schedule, and agreed to fill them. At the end of our appt, I gave him feedback on the manager's poor behavior. I shared exactly what she'd said to me, along with her rude and abrasive attitude and tone. I asked him to address her behavior. I stated I did not feel comfortable returning if it was not addressed.. He agreed to address it. Based on his response, I scheduled an appt to have my cavities filled. He also referred me to an orthodontist for Invisalign. I had my cavities filled, and the visit was unremarkable.
This past week I called to schedule an appt with Dr. Tong per my orthodontist. I spoke to the office manager, scheduled an appt, and asked if she needed anything further from me for my upcoming appt (x-rays from the orthodontist, etc). She seemed confused and annoyed and did not answer my question. I asked the same question again, and explained my inquiry in detail. She cut me off, and stated Dr. Tong would call me back. He called me back, and stated I should seek care from another dentist that could meet my veneer needs. That is all he said.
Today I received a letter that states, "Effective today I will no longer be your dentist due to your poor communication and dissatisfaction with my staff." The level of pettiness and unprofessionalism it takes to write a letter like that on your professional letterhead, and take the effort to mail it to a patient is nothing short of astounding. Whether it's the office manager that wrote it, or Dr. Tong himself, does not matter. What matters is that it was deemed appropriate communication to send to a patient, and was sent after our relationship had already ended. Any practitioner that allows his office staff to behave so rudely and unprofessionally toward patients with impunity, is not a business I want to support. Also, taking feedback from patients in healthcare is the norm. Patients should always feel empowered to share feedback, and the provider listening to and addressing concerns only improves the practice.
I have since visited another dentist who sent a patient survey immediately after my visit, asking for my feedback. Her front desk staff is warm and engaging, and I feel grateful to have changed dentists.
