New patient. I was hesitant to compose this but decided to, as I feel the staff would not be receptive to feedback. I will not be returning. Very awkward visit.
1) They don't answer their phones. I called numerous times and every time, had to leave a message. I was lost and needed directions, left a message and when I finally did arrive, the receptionist stated that she never received the message.
Recommendation--perhaps you need a better phone service or another individual to answer your phone.
2) I had called, left a message, about confirmation time of my appt. I thought it may have been either 1200 or 1500. I received a text back at 1337 (obviously my appt wasn't at 1200), stating that my appt time was 1500, "as listed above"----in reference to a previous text that was sent a few days prior.
Recommendation: Kindly just answer the question and leave out the last part--as the text chain got lost in the multiple texts that I receive every day, hence, why I called for clarification. I don't need to be re-directed to your previous text--I find that rude and unprofessional. You're being passive-aggressive and it's as if you are scolding me for not paying attention.
3) My hygienist. I'll keep this as short as I can. Rushed, banging cabinet doors around, very aggressive. I requested anesthetic gel for my cleaning, something I get every time I get my teeth cleaned. Seemed to be no problem but apparently I wasn't keeping my mouth/face positioned appropriately for her and she made a comment about if she slips it's because of the gel the "I" requested. Honestly made me want to get right up out of that chair and leave. Very rude and abrupt. Handed me a mirror to show me something and I was checking my teeth--she made the comment "oh you're checking my work" sarcastically. I am allowed to "check your work". It's my mouth. I was looking at how nice my teeth looked--thank you for that cleaning. She said she's been doing this for 40+ years. Perhaps burnt out.
Recommendation: Perhaps more mindfulness about how you come across to patients. I certainly would have appreciated a better bedside manner. I was extremely uncomfortable the entire time. I will say that she did try at one point to alleviate my anxiety but honestly it came across as she was being put out and it was irritating to her, which made me even more uncomfortable.
One pro about her----my teeth feel great. Thank you for that.
4) Dental Insurance: I have two Delta Dentals. I felt the receptionist was giving me a hard time because I didn't know my "member ID number", which, to my knowledge has always been my SS#. It was as if she didn't know what to do with that. Every other dentist that I've ever been to takes my SS# and looks up my benefits, etc. I've never had an issue. I left the office, made an appt with another dental office in the area, gave them my info (the same info I gave this particular receptionist) and they said "no problem, we can look up your information".
Recommendation: Perhaps seek assistance from other dental offices and look at what dental office community practices are and how they assist their clients.
I will be going elsewhere, but I hope this is read and digested by this office. I am not the only one who has felt this--I see that there is another review stating something similar. I am not only a consumer of dental/health care, I have worked in health care for over 20 years and know much about customer service, service recovery and appropriate bedside manner. read more
