Arena Electric

This patient was initially seen in my office on February 4, complaining of a chipped toothI took an x-ray of the tooth and replaced her fillingI explained to her that her filling was deeper than expected, that I had put a base on it to protect her pulp and put a filling in itI also explained to her that she could possibly have problems from the tooth due to the depth of the filling, She returned to my office on February 10, complaining of pain from the tooth and stating that it felt "high." I adjusted the occlusion on the tooth and informed her that she may need a root canal if this didn't relieve her painI hadn't heard back from her until March 3, My office policy is insured patients pay the¡r $deductible and percent of their treatment at this visitI remember student days, and told her I would send her a bill after her insurance had paidDuring conversation with her, I was telling her a story of a very difficult law student I had worked onThis girl had totally insulted my town, my county, and all the people in it, I had said that I felt like telling this girl that the only reason that she was "stuck" here was that this was probably the only law school that had accepted herThis was not an isolated case and I said we deal with these types of students frequentlyShe participated freely in this conversation and didn't act offended at allI am guessing she is trying to say that her law school is the bread and butter of this area, which shows the typical law school student attitude about this area, that they are here and we should be so thankful to have themI hate to inform them, but the bread and butter of this area is the coal industryIt always has been and no matter how bad the economy is, it still is today When she phoned on March 3, ask¡ng for her records, she was told she could have copies of these, but she couldn't have her x-ray until her bill was paidThe reason for this is frequently, insurance companies will request x-rays and we needed to keep it for this reasonMy office manager, who also happens to be my wife, informed her of this policy and offered her copies of her records, and told her we would mail them to her or she could pick them upMy office manager says this upset the patient and she made a disparaging remark about my office manager being my wifeThis upset my wife because she works in my office as the office manager only, not the wife of the dentistIt was at this point that my office manager asked me to speak to the patientI told the patient that she could have her records, but the x-ray was legally property of my officeI did tell her the primary reason was "not saying that you would do this, but in case I was ever sued, I need the x-ray for my defense." At this point she threatened to report me and then hung up on me I have checked with the Board of Dentistry on this matter and a dental x-ray is property of the dentistI am obliged to give copies if I have them which I do not, or make a copy if asked for them in writing, which would be at her expenseIn my rural area, there is no place to copy these, but I am sure there are online services for this I feel I have done nothing wrong in this matterI feel like this pat¡ent got upset when she didn't get exactly what she asked for, became angered and demanding, and didn't like it when anger and rudeness was turned back on her Sincerely, Carl FHackney, D.M.D

This patient was initially seen in my office on February 4, 2014 complaining of a chipped tooth. I
took an x-ray of the tooth and replaced her filling. I explained to her that her filling was deeper than
expected, that I had put a base on it to protect her pulp and put a filling in it. I also...

explained to her that
she could possibly have problems from the tooth due to the depth of the filling, She returned to my
office on February 10, 2014 complaining of pain from the tooth and stating that it felt "high." I adjusted
the occlusion on the tooth and informed her that she may need a root canal if this didn't relieve her
pain. I hadn't heard back from her until March 3,2014.
My normal office policy is insured patients pay the¡r $50.00 deductible and 20 percent of their
treatment at this visit. I remember student days, and told her I would send her a bill after her insurance
had paid. During conversation with her, I was telling her a story of a very difficult law student I had
worked on. This girl had totally insulted my town, my county, and all the people in it, I had said that I felt
like telling this girl that the only reason that she was "stuck" here was that this was probably the only
law school that had accepted her. This was not an isolated case and I said we deal with these types of
students frequently. She participated freely in this conversation and didn't act offended at all. I am
guessing she is trying to say that her law school is the bread and butter of this area, which shows the
typical law school student attitude about this area, that they are here and we should be so thankful to
have them. I hate to inform them, but the bread and butter of this area is the coal industry. It always has
been and no matter how bad the economy is, it still is today.
When she phoned on March 3, 2014 ask¡ng for her records, she was told she could have copies
of these, but she couldn't have her x-ray until her bill was paid. The reason for this is frequently,
insurance companies will request x-rays and we needed to keep it for this reason. My office manager,
who also happens to be my wife, informed her of this policy and offered her copies of her records, and
told her we would mail them to her or she could pick them up. My office manager says this upset the
patient and she made a disparaging remark about my office manager being my wife. This upset my wife
because she works in my office as the office manager only, not the wife of the dentist. It was at this
point that my office manager asked me to speak to the patient. I told the patient that she could have her
records, but the x-ray was legally property of my office. I did tell her the primary reason was "not saying
that you would do this, but in case I was ever sued, I need the x-ray for my defense." At this point she
threatened to report me and then hung up on me.
I have checked with the Board of Dentistry on this matter and a dental x-ray is property of the
dentist. I am obliged to give copies if I have them which I do not, or make a copy if asked for them in
writing, which would be at her expense. In my rural area, there is no place to copy these, but I am sure
there are online services for this.
I feel I have done nothing wrong in this matter. I feel like this pat¡ent got upset when she didn't
get exactly what she asked for, became angered and demanding, and didn't like it when anger and
rudeness was turned back on her.
Sincerely,
Carl F. Hackney, D.M.D.

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Mr. Hackney, unfortunately gave no apology and no resolution to the matter.  Besides the issue that his facts are partially incorrect about the visit, which is irrelevant, I asked what I owed and was told I could wait until I was billed.  He refers to me with a stereotype of "poor college student" without any knowledge of my situation. The issues he explained are still present, regardless whether they are correct to his account, my account or soemwhere in between.  Mr. Hackney continues to be insulting, even in his letter- assuming that I think that the law school is the "bread and butter of this area" and that "we should be thankful to have them"?  I think Mr. Hackney should appreciate his patients no matter where they come from and regardless of what or why they are in the town.  He points to coal fueling the economy- but that doesnt matter.  I could not care less about the law school, the regions economy or the coal industry when lying in a dentist chair in pain.  I am not even sure why these are issues in his response letter, perhaps it is an attempt to make me feel inferior, which failed.  
 
To this issue that is in dispute today---  when I phoned in March, it was the SECOND time I phoned regarding my records and was told the same thing each time.  I am addressing with the Revdex.com not a medical malpractice claim, nor a violation of HHS patient information, I am addressing only the inappropriate and unprofessional manner in which the employees behaved.  Yes, I am aware that Mr Hackney and the office manager were married, because the office manager had to "fill in" for a dental hygenist who was out picking up their child the day of my visit, which resulted in a longer visit for many reasons, and Mrs Hackney fumbling with the equipment stating she "didnt remember how to do this".  I only refered to this hwoever, when Mrs Hackney suggested that I speak to Mr Hackeny about the issue, and I assumed it wouldnt matter since they were married.  
 
Be it as it may, I was NEVER informed that I could ask for a copy of my xray in writing, because I would have gladly wrote a letter.  I would have considered paying for the duplication myself.  I even suggested that I take the xray and then return it within two days after I was seen by my home dentist.  I explained the need for this xray was for continuity of care.  I since have been to another dentsit and had another xray, as I explained that I would, but I really wanted to limit myself to radiation exposure because I am pregnant and a first time mother.  Regardless of my reasons, a professional business should act accordingly.  I should have things explained to me- including my options for xray copies and etc.  I should be respected as a patient and a person, not with raised voices and rude remarks and the demeaning attitude towards my school.  Mr Hackney even admitted it himself that I (and I quote) "didn't like it when anger and rudeness was turned back on her", of course I didnt.  No patient would.  I was fearful of more tests, excess costs and excess dental work and was only explaining my needs and worried what to do and tried numerous ways to figure out how to solve my problems while talking with the Hackney's, which could have all been solved by the expanation that I could have the xray with a written letter?  I think an apology is well deserved and not too much to ask. 
Regards,
[redacted]