Brookside Dental Care

09/02/16Revdex.com Claim # [redacted] To whom it may concern:This client boarded her pets at our facility for the first time beginning 8/19/She stated this was the first time her petshad ever been in a boarding environmentIt is our protocol to monitor patients closely and communicate with theirowners if any concerns should arise throughout their stay in our kennelSuch was the case for this clientWe monitoredher pets and first had to determine which pet was having diarrhea because both pets were boarding togetherThisspecific patient, who was boarded for the first time ever, was monitored and treated for diarrhea at our hospital, as wascommunicated to the ownerThe patient first exhibited symptoms of pain in his rear area on the day of discharge and thedoctor examined and prescribed medicationThis was communicated to the client at pick up on 8/23/The followingday, the client's family veterinarian referred the patient to the specialist and the client called and spoke with me, themanager, to relay her experience and pet's current stateI explained that stress induced diarrhea is an extremely commonin a boarding environment because animals are exposed to different noises and smells, they are not at home with theirfamily, their routine is disrupted, and for those patients who are boarding for the first time, these symptoms may beamplifiedI told her I would investigate the situation, reach out to the attending veterinarian at the specialty practice to get abetter idea of what diagnoses and treatment were being pursued, and call her back.Our office corresponded with the referral veterinarian office several times throughout the week to monitor the patientWealso spoke with the client again on 8/and 8/On Friday 8/26/16, our business owner/veterinarian called the specialtypractice and spoke with the attending veterinarianThey discussed the case and that the patient would be dischargedtoday Our business owner/veterinarian told them that our practice would cover all charges incurred to ensure clientsatisfactionWe have never had a case like this beforeOur business owner/veterinarian did not want to call the client untilthe pet was discharged and at home, so as not to interfere with any treatment recommendations from the attending doctor.Monday 08/29/16, our owner/veterinarian called the client to check on the patientThe client told him the pet's rear washealing, he was no longer in pain, and having no diarrheaThe doctor apologized for the miscommunication about hisdiarrhea and informed her we covered the charges from the specialty practice as a courtesy because such incidents arerare and we feel very badly about his discomfort and necessity for additional treatment elsewhereThe client was verycordial and appreciative and will call us with any additional concernsTo our knowledge this complaint has been resolved

Hello, I was charged by a dentist for a bill that was approved by his office that my dental insurance would cover it, all I had to pay was the remaining balance of $which I paid at the time of serviceThe dentist did a crown and then months later sent me a bill of $1,claiming that my insurance did not cover it because I did not have anymore coverage for the yearThe secretary at the office told me that my insurance company would cover my crown work and I only needed to pay the balance, she even said she checked with my insurance companyThis was a mistake on their account, not mineIf I knew my dental insurance was at the limit, I would have waited a few months to have the crown doneWhen I called to find out about the bill of $1,000.00, the secretary that answered told me the one that I worked with previously was fired because she gave me the wrong informationAlso the dentist retired nowI should have never had this on my credit report as delinquent in paying

In response to Miss *** complaint, ptcame in for an emergency visitPatient informed us that she grinds her teeth days ago at night and is sore in the morningShe has electrical pulses shooting around the gum top and bottom.""Patient was diagnosed with sinusitis mosago."When an
evaluation is done, patient's complaint, symptoms and responses to the tests that I performed are all taken into consideration to arrive at a proper treatmentTMJ check, percussion tests are performed to rule out teeth that have pulpitis, to rule out root canal therapy.Before any test is performed, patient is always told ahead of timeI am not doing these tests for himI have to perform them daily when necessary to arrive at proposal treatmentI am proud of what I am doing, practicing dentistry for yrs.Patient was told =1) in upper left quadrant #12, #had broken fillings, had RCT (root canals) will need crown coverage.2) in lower left quadrant #19, #had recurred decay, will need new restorations.3) Patient will need to see a TMJ specialist if symptoms persist because I am only a general dentist.4) Patient need to take Ibuprofen for pain(Ptalways call, let us know if more medication is neededWe will call in when necessary.) Never hear from patient as far has her complaint about her daughter, a new patient exam and cleaning (prophy flouride) were doneNo fillings are neededNext visit is months recall/check up.I do not know what else we can doAfter we inform patient of treatment recommendation, patient can agree or not agree to have treatment donePatient always have the option to seek another provider.Thank you for letting us know of the complaintWe always try our best to assist the patient.Sincerely,*** *** DDS

09/02/16Revdex.com Claim # [redacted]To whom it may concern:This client boarded her pets at our facility for the first time beginning 8/19/16. She stated this was the first time her petshad ever been in a boarding environment. It is our normal protocol to monitor patients closely and communicate with...

theirowners if any concerns should arise throughout their stay in our kennel. Such was the case for this client. We monitoredher pets and first had to determine which pet was having diarrhea because both pets were boarding together. Thisspecific patient, who was boarded for the first time ever, was monitored and treated for diarrhea at our hospital, as wascommunicated to the owner. The patient first exhibited symptoms of pain in his rear area on the day of discharge and thedoctor examined and prescribed medication. This was communicated to the client at pick up on 8/23/16. The followingday, the client's family veterinarian referred the patient to the specialist and the client called and spoke with me, themanager, to relay her experience and pet's current state. I explained that stress induced diarrhea is an extremely commonin a boarding environment because animals are exposed to different noises and smells, they are not at home with theirfamily, their routine is disrupted, and for those patients who are boarding for the first time, these symptoms may beamplified. I told her I would investigate the situation, reach out to the attending veterinarian at the specialty practice to get abetter idea of what diagnoses and treatment were being pursued, and call her back.Our office corresponded with the referral veterinarian office several times throughout the week to monitor the patient. Wealso spoke with the client again on 8/23 and 8/25. On Friday 8/26/16, our business owner/veterinarian called the specialtypractice and spoke with the attending veterinarian. They discussed the case and that the patient would be dischargedtoday . Our business owner/veterinarian told them that our practice would cover all charges incurred to ensure clientsatisfaction. We have never had a case like this before. Our business owner/veterinarian did not want to call the client untilthe pet was discharged and at home, so as not to interfere with any treatment recommendations from the attending doctor.Monday 08/29/16, our owner/veterinarian called the client to check on the patient. The client told him the pet's rear washealing, he was no longer in pain, and having no diarrhea. The doctor apologized for the miscommunication about hisdiarrhea and informed her we covered the charges from the specialty practice as a courtesy because such incidents arerare and we feel very badly about his discomfort and necessity for additional treatment elsewhere. The client was verycordial and appreciative and will call us with any additional concerns. To our knowledge this complaint has been resolved.

I am rejecting this response because:  I made it clear at the appt that I was having major pain and motrin, tylenol, vicodin and even percocet wasn't helping.  And I nearly begged for something to relax the muscle spasms.  I was told by the person in that first office that you were absolutely not giving me any medications to help It.  At that point I lost every ounce of faith that I had in that office and left in tears because I was in so much pain.   My calling back to request medicine would have done nothing since you wouldn't even give it to me when I was in the office.   Beside that fact, the way that your staff treats their patients is inexcusable.     I do understand that I can choose an alternate provider, as I have now.  However, you also know that with Delta care we are locked in with a provider until the end of the month.  So, your lack of help made it so I had no other dental options until the 1st of the month.

Review: I went to this dentist for the first time to get a simple cleaning and schedule a future appointment for any further work that needed to be done. After I checked in with the receptionist and was escorted from the waiting room, I told the woman who was about to take my x-rays that the last time I saw a dentist was about 6 months ago. That dentist told me I needed to replace some old fillings. She then told me that she would not be able to see me because my insurance didnt cover fillings, and that my insurance is very strict and only covers 1 appointment a year. She said she wouldnt help me unless I had an actual problem. I then asked her, So if I told you that my teeth are going to rot if I dont get new fillings, only then would you help me? She then called me a liar and a hypocrite because she said I only told her I was there for a cleaning and check up. She then grabbed my unfinished new patient paperwork and told me to leave. I was absolutely shocked at how rude and unprofessional this woman was. She gave false information about my insurance coverage, perhaps knowingly or maybe out of ignorance. Either way, there is no excuse for her to personally insult me. I then called my insurance company and was told that I should have been seen because I have never been to the dentist under my new insurance policy and that, yes indeed, they cover fillings. I then called Brookside Dental to inform them that they wrongfully denied me service and that one of their employees is giving false information and was very unprofessional and the response from the woman on the phone was, "So?". So I told her that this was a problem and I would like to know the name of the woman that I saw earlier that day and the woman on the phone said, "[redacted]." I do believe she was lying and her name, from what I could find online, is [redacted].Desired Settlement: I would like a formal apology from "[redacted]" of her wrongdoing and unprofessional demeanor. I would also like "[redacted]" to fully understand and review the insurance policies that her business accepts so that she can make intelligent decisions regarding her patients health.

Business

Response:

Hi [redacted]:

I went to this dentist for the first time to get a simple cleaning and schedule a future appointment for any further work that needed to be done. After I checked in with the receptionist and was escorted from the waiting room, I told the woman who was about to take my x-rays that the last time I saw a dentist was about 6 months ago. That dentist told me I needed to replace some old fillings. She then told me that she would not be able to see me because my insurance didn’t cover fillings, but fillings are covered under my insurance. She said she wouldn’t help me unless I had an “actual problem.” I then asked her, “So if I told you that my teeth are going to rot if I don’t get new fillings, only then would you help me?” She then called me a liar and a hypocrite because she said I only told her I was there for a cleaning and check up. She then grabbed my unfinished new patient paperwork and told me to leave.
I was absolutely shocked at how rude and unprofessional this woman was. She gave false information about my insurance coverage, perhaps knowingly or maybe out of ignorance. Either way, there is no excuse for her to personally insult me.

Review: I was assigned to Brookside Dental by my new Dental Insurance company. I called to make an appt on Feb 5th as I was having excruciating jaw pain. I knew that I have TMD and advised them of that and that I believed that this was related but I needed to get something for it to be able to make it through this episode. They got me in same day. When I got there, I was brought to the back and the "Dentist" came back and hit each of my teeth with her tool. When I told her that the teeth themselves didn't hurt, it was the gums above them and my jaw, she acted as though I wasn't telling the truth. She then proceeded to say "What is wrong with your teeth?!" in a very condescending tone. She then told me I needed to have root canals on 2 teeth. (These teeth already have root canals on them and are not the issue) Once she did the Xrays and saw that I was indeed correct and that my teeth were not the problem, she then told me to open and close my mouth as she was holding onto my jaw. As it sat there popping and grinding, she tells me, "Oh, I don't feel anything". She then tells me she will refer me to a specialist for it. Her rude office person that is in the first office as you walk in comes to me and tells me that they won't be giving me anything for the pain or anything today and that I should go elsewhere for care. I was sitting there, in horrendous pain, and being treated worse than I have ever been treated in my life by a provider. This is completely unacceptable. I went the next day to my Primary care dr. She listened to me and felt my jaw. Her response was "That Dentist is an it. There is no doubt that you have a bad case of TMD". She gave me a muscle relaxer that helped and then pain was gone in 36hours. It was a simple fix that you failed on.The week prior, I brought my daughter in for an exam. The dentist barely looks at her mouth and says "Good job. No cavities".. Had you actually done an exam, you would see that she has 2 cavities that her prior dentist was watching.Desired Settlement: I would like a formal apology. The way I was treated was absolutely unacceptable. Your job as a provider is to listen to your patients and provide dental care. You failed to do this. You let a patient leave your office in horrendous pain and sat there smug telling me to find another dentist and that you would not help me. I pay good money for insurance and I don't think they would like knowing that a provider on their list treats patients this way.

Business

Response:

In response to Miss [redacted] complaint, pt. came in for an emergency visit. Patient informed us that she grinds her teeth 3 days ago at night and is sore in the morning. She has electrical pulses shooting around the gum top and bottom.""Patient was diagnosed with sinusitis 6 mos. ago."When an evaluation is done, patient's complaint, symptoms and responses to the tests that I performed are all taken into consideration to arrive at a proper treatmentTMJ check, percussion tests are performed to rule out teeth that have pulpitis, to rule out root canal therapy.Before any test is performed, patient is always told ahead of time. I am not doing these tests for him. I have to perform them daily when necessary to arrive at proposal treatment. I am proud of what I am doing, practicing dentistry for 27 yrs.Patient was told =1) in upper left quadrant #12, #12 had broken fillings, had RCT (root canals) will need crown coverage.2) in lower left quadrant #19, #20 had recurred decay, will need new restorations.3) Patient will need to see a TMJ specialist if symptoms persist because I am only a general dentist.4) Patient need to take Ibuprofen for pain. (Pt. always call, let us know if more medication is needed. We will call in when necessary.) Never hear from patient as far has her complaint about her daughter, a new patient exam and cleaning (prophy flouride) were done. No fillings are needed. Next visit is 6 months recall/check up.I do not know what else we can do. After we inform patient of treatment recommendation, patient can agree or not agree to have treatment done. Patient always have the option to seek another provider.Thank you for letting us know of the complaint. We always try our best to assist the patient.Sincerely,[redacted] DDS

Consumer

Response:

I am rejecting this response because: I made it clear at the appt that I was having major pain and motrin, tylenol, vicodin and even percocet wasn't helping. And I nearly begged for something to relax the muscle spasms. I was told by the person in that first office that you were absolutely not giving me any medications to help It. At that point I lost every ounce of faith that I had in that office and left in tears because I was in so much pain. My calling back to request medicine would have done nothing since you wouldn't even give it to me when I was in the office. Beside that fact, the way that your staff treats their patients is inexcusable. I do understand that I can choose an alternate provider, as I have now. However, you also know that with Delta care we are locked in with a provider until the end of the month. So, your lack of help made it so I had no other dental options until the 1st of the month.