I am writing in response to the review below. It's unfortunate that you had such an unpleasant…read moreexperience at our office. As a 26 year employee of this practice, I would like to respond to a few things you have stated.
Your concern: length of appointments and scheduling:
In the beginning of orthodontic treatment, the adjustments are quite routine and basically a simple retie or wire placement. As treatment progresses, each individual patient's wires become quite unique to their specific needs. The need for bends and very intricate details are done according to the tooth positions to obtain the optimal root movements. These appointments, later on in treatment, naturally take more time to complete. Each patient is given the time and attention to detail in order to provide them with quality results.
Secondly, each patient is informed of our hours at the very first appointment so when scheduling, there shouldn't be any surprises as to what hours are available. I also believe that our new patients are made aware that some appointment will be required to be done in the mornings or more specific times than others.
Your concern: Inconsistent information:
Next, as an assistant, I can say that when any of us are asked about the progress of patient or when the braces will be removed, we consult the original treatment plan and tell the patient their estimated removal date. Then we inform them that when the doctor checks them that day, that he would be able to tell them if that estimate is still the target date. Assistants and staff members do not give patients removal dates without the direct consultation with the doctor. And as far as leaving the braces on longer in order to get more money, I must say that this statement is inaccurate. The fee for treatment is just that. The only time that I know of any additional charges being added on for extended treatment time is when it is due to poor cooperation with headgear, elastics, keeping scheduled appointments or careless breakage of the appliances causing a gross extension of treatment and this is always documented and discussed with parents. It is of no benefit to us to keep your braces on longer that necessary, I can assure you of that.
Your concern: parents accompanying children:
As for our policy regarding parents in the treatment area, in our years of experience, most patients, regardless of age, respond much better when the parents are not right by their side. Most of our patients, even the youngest ones, feel a sense of pride when they come back on their own and are able to have their appointment completed all by themselves. If there is ever a concern about this, it is addressed and a solution is made. I can say that this has only been an issue a few times and once the patient becomes comfortable with our office, they want to come back on their own. The doctor is always accessible and if there is ever a need to speak to him at any time, it is done in the privacy of one of our consultation rooms as opposed to our open-bay treatment room which is usually buzzing with activity.
Your concern: chatting staff members:
I do apologize that you felt that the staff members were chatting in the lounge area. Our "lounge area" is located far away from the treatment room and is basically just a place for us to hang our coats and keep our belongings. So perhaps we weren't in the lounge area when you are describing your experience. I will say that our mood is light-hearted and yes, we may exchange playful banter between assistants and our patients. However, this takes place during the course of an appointment never instead of working on patients. Our goal is to have patients brought back and discharged in a timely manor so our schedule is on time. It, once again, is not to anyone's benefit to have our schedule running behind.
I love my job. I enjoy meeting all of the patients and their families. Over my 26 years there, I have shared celebrations as well as heartaches with alot of these patients. They become like family as we treat parents, children, and siblings. I don't take anything about by job lightly, however, I do try to make each day bright, cheery and a pleasant experience. I know that I have been able to make a difference, however small, in many people's lives.
I wish that, with all of the concerns you expressed above, that you would have brought them to our attention and we could have sat down and talked about each and every one of them so that your experience with us could have been one that was filled with the mutual respect and joy that so many of our patients have expressed.
