
I deserve an award for the self-control I exhibited yesterday at the dentist office. Really I do!! I was so mad I had to just keep repeating in my mind "just leave, don't cuss, just leave don't cuss" over and over and over in my mind! It worked, I managed to get out of there and the police didn't have to be called!!
Here's what went down...this is from the letter that I sent the dentist office today:
After my appointment at your office yesterday I felt that you should be made aware of the lasting impression that was made by your staff. I think that it would be helpful if you could experience your practice from a patient’s point of view, since without patients you will not have a practice at all. So here is my experience with your office:
I arrived at 3:50 for my 4:00 appointment. I was not greeted when I entered the office because the person at the front desk was trying to figure out how to complete the payment for another patient. I even heard the patient have to ask for her $50 discount and then things had to be voided and re-entered. She was clearly unsure how to do this.
I was taken back around 4:05ish by your hygienist, and given a “tour” of your facilities. Honestly, I really didn’t care and looking back this was a time waster. The hygienist then proceeded to take my x-rays. This was long and painful process. I have had many dental x-rays in the past and this experience was by far the worst. She was EXTREMELY slow. It took half an hour to complete the x-rays. Then she and the assistant spent the next 20 plus minutes checking the pockets in my gums and attempting to enter it in the computer, which they did not know how to do.
Then she says she is going to get you to check me “so I wouldn’t have to wait for you” after the cleaning. She leaves and then has to come back and deal with the computer again in order for you to read my x-rays in another room. Seems to me this should have been done before she left. It’s now past 5:00 and I have been in the chair for over an hour and had nothing more done than x-rays and a gum check. Unacceptable if you ask me. After 5:00 you come in and spend approx 10 minutes talking to me about names, your house you are thinking of buying and flossing. Much like the tour, I really didn’t care about these things, and as I look back it was extremely self-centered of you not realize how long I had been there and not working to speed up the process for your patient. So you inform me that I need gum treatment on one area and that you will get your office manager to find out the cost etc.
So now it’s about 5:20ish. I wait longer and the office manager makes an attempt to come give me some pamphlet about an antibiotic so I would have “something to look at” while I waited. Then at approx 5:30 she comes in and attempts to have me reschedule for the gum treatment and a polish. I was incredulous to say the least. I was told that I could not have my teeth cleaned, because there wasn’t “time”. What did this mean? Did your staff need to go home? Was there another patient that had an appt and he/she was worth more money? Did they have a date they needed to get to? Dinner in the oven? Really? You can have me totally waste MY time, but THEIR precious schedule can’t be interrupted? Bottom line, I was punished for your incompetence.
It’s a proven fact that a happy customer tells approximately 3 people about their experience and an unhappy customer tells 10. I had no less than 5 people ask me to “tell them how it goes” because they too were looking for a dentist. I will definitely be telling them about my very poor experience.
Ugh! I don't think I have been that mad in a long time. Truly shocked. I hate going to the dentist and boy did this add fuel to that fire!!