I am extremely disappointed with the follow-up care I have received from this office, particularly…read moreregarding the documentation entered into my chart. I paid approximately $6,000 OOP for braces, in addition to the cost of a permanent lower retainer that I was told should last approximately 5-10 years. Within the first 8 months, the retainer came loose and required repair with additional cement. Approximately 1.5 years later, the entire retainer fell out. When I called the office, I was told it would cost $250 to have it replaced. I explained to MP that this was the second failure and that I did not want another permanent retainer placed. I repeatedly stated that I only wanted the remaining cement removed from my teeth. Despite this, I felt pressured to reconsider my decision. At my appt, the temp DA who assisted me was extremely kind and professional. Unfortunately, the behavior of other staff was not. While I was in the chair, another DA walked by and stated aloud, "Looks like her teeth are already shifting." My retainer had fallen out the night before. I found the comment unnecessary, unprofessional, and inappropriate to make openly in front of me.
More concerning was what I saw documented in my chart. While waiting for the provider, my chart was visible on the screen next to me, and I read the note MP entered regarding our phone conversation. I was appalled to see statements placed in quotation marks and attributed directly to me that I did not say. As a healthcare professional myself, I am well aware of the importance of accurate, objective documentation in a patient's medical record. There is a significant difference between summarizing a patient's concerns and documenting statements in quotation marks as though they are verbatim when those words were never spoken. Beyond the documentation issue, I am extremely disappointed with the overall follow-up care I have received. After paying for orthodontic treatment, I should not feel dismissed or disrespected when raising a legitimate concern about a retainer that has repeatedly failed. My lower teeth also do not align with the rest of my teeth as I expected, and had I known I would experience these issues, I would not have paid for a permanent retainer. Unfortunately, my experiences following the removal of my braces have left me feeling that the level of care and concern significantly changed once active treatment was completed. I expected better follow-up care, professionalism, and, most importantly, accurate documentation in my medical record.
