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RE: Case ID #*** Dear ***: Thank you for making me aware of the complaint you received and for allowing me the opportunity to respond. I have thoroughly reviewed the information regarding this patient’s course of treatment. I initially evaluated this patient
in my office on May 18, 2015. She presented with a complaint about her two former dentists which was similar to what she now states about meShe reported that she had had her teeth extracted and a set of dentures made by the first dentist in July of and that she was unhappy with them She subsequently sought treatment by a second dentist, who made her another set in December of 2014. She stated that she wasn’t happy with the fit and functionality of those dentures either, and only wore them at work because they gave her a headache She then presented to me. I made some adjustments to her current set of dentures to make them more comfortable, and explained her options to her. She elected to move forward with another new set of dentures. The patient explained that the previous dentist gave her until June 30, to return the set of dentures he made in order to get a refund. She requested that we expedite the process to meet this deadline. On June 1, we began the process of constructing the new dentures, which consisted of visits to my office, and delivered them to her on June 18, 2015. I saw her for several adjustments, the last being in June 2016. Each time I adjusted her dentures she indicated that they felt better. However, there has been no other contact from her after the June visit until November 2, when my office received a copy of a bill from an oral surgeon and a note from the patient asking for reimbursement for his servicesMy office manager contacted her and explained that bone fragments are a result of oral surgery and since I do not provide oral surgery services, nor did I extract her teeth initially, she would have to contact the office that did her extractions for any reimbursement she had hoped to receive. There has been no other contact since then, until now I was completely shocked and disappointed when I received this complaint, as were the members of my staff who worked with this patient. Neither the clinical notes in her chart nor our recollection of her case indicate that she ever expressed to us the level of dissatisfaction she is expressing now. Any issue or concerns that she did express during treatment were addressed at the time She states in this complaint that the dentist she is seeing now used a “powder” on her dentures and that I never did that. I don’t use a powder, I use a cream, which serves the same purpose as the powder, which is to indicate areas of pressure. In addition, any of my patients or staff would tell you that it would be completely out of character for me to “yell at a patient for lying”, or for any other reason. I feel that this is either a misunderstanding or an exaggeration by the patient. My staff and I spend a considerable amount of time communicating with a patient during an initial consultationThis is important because it’s the only way I can translate the patient’s expectations and concerns into appropriate treatment. Open and honest communication between the patient and the dentist is the #factor in achieving the desired result. Removable appliances, such as dentures, often require a period of adjustments. Adjusting a denture in one area, may have an effect in another area that is not always evident right away. Therefore, this process requires patience and again, communication. Some patients are better at this than others, and I can only work with the information I am given. Since I had not had any communication with this patient since June 2016, I could only assume she was doing well. Obviously I cannot correct an issue that I have not been made aware of. I am indeed a Board Certified Prosthodontist, with a Master’s Degree and extensive training in this field. I am also an instructor at Indiana University School of Dentistry, in large part because of my training and reputation. This is my area of expertise and I have successfully treated hundreds of patients. I am well respected by my peers, my students and my staff. The practice of Prosthodontics is a challenging one, since every patient is unique. Some cases are certainly more difficult than others. And at times, despite my best efforts or anyone else’s, a patient just cannot be satisfied I feel that this is the case with this patient. It appears that this is a pattern with her, since I am now the third dentist she has indicated she was not satisfied with, and is now seeking treatment from a fourth. I believe she has leveled these same types of complaints about her previous providers and has sought reimbursement or refunds from them as well. At this time, I would request that the patient contact me directly to discuss how we might proceed in an attempt to resolve this matter. She has my contact information and I look forward to the opportunity to speak with her personally Sincerely, Kellie MSchaub, DDS, MSD