Coordinated Child Care

This letter is in response to case ID# [redacted] filed 4-25-- Patient [redacted] - associated with McCue Dental Watertown Office locationPrior to the patient being seen on Tuesday, 4-25-for a scheduled restorative appointment, the patient had been in our Watertown Office location for a comprehensive evaluation on Tuesday, 3-14-As per our office policy, prior to recommending any treatment, appropriate clinical, diagnostic, and radiographic (X-rays) information was obtained - the patient according to the medical history given had no contraindications to dental treatmentAt this comprehensive evaluation the patient had communicated that he had not been to the dentist in a long time and that he had a bad experience priorClinical and radiographic evaluation showed the patient had presented with mild to severe generalized decay with clinically very poor oral hygiene (including heavy generalized bleeding, moderate generalized gingivitis, and moderate generalized periodontal disease)A treatment plan was established and the patient was prefaced that multiple teeth would be recommended to be extracted due to non-restorable decay present and that due to the positioning and sizable areas of decay present on these teeth an oral surgery referral for a consult would be required (which is routine practice in many general and oral surgery offices)Our on staff oral surgeon treats patients on a part time basis (currently Fridays and Saturdays)Many of our patients are limited to access to specialist treatment due to the managed care insurance they have so we are very fortunate to have an oral surgeon on staff that works with various insurances which increases access to care to our patients and communityOn Tuesday, 3-14-at the initial comprehensive evaluation, an operative appointment was scheduled on Tuesday, 4-25-for restorative treatment (fillings)as well as a referral for consult/evaluation with our oral surgeonAs per office policy, the patient was prefaced to contact the office prior to the next scheduled appointment if there were any questions and/or concerns in regards to his dental treatmentOn Tuesday, 4-25-the patient presented for the operative appointment which was confirmed for the treatment indicatedThe patient became very offensive and argumentative refusing any treatment other than extraction treatment at this time because he indicated that his upper left posterior teeth were symptomaticAs per our office policy, when a patient presents with sensitivity we address this as the primary concern and recommend treatment accordingly - in this particular case the patient at his previous comprehensive evaluation had these teeth treatment planned for extraction due to gross non-restorable decay and had been prefaced that due to the positioning would require an oral surgery consult for evaluation and treatmentThe assistant, to the best her ability in a very offensive environment, attempted to explain to the patient that this scheduled, confirmed appointment was for operative treatment (fillings) and that if his teeth were symptomatic presently that we would absolutely be able to in a very timely manner schedule him with the oral surgeon for a consultOur oral surgeon would be in the office in a few days (on 4-28-2017) and would be able to evaluate the very decayed, broken down teeth to determine course of extraction treatment (which is a very routine course of treatment for oral surgeons and had been explained to the patient would be required at his comprehensive evaluation appointment)It had been explained to the patient previously on 3-14-at his comprehensive evaluation that the extractions of the teeth are beyond what our general dentists can treat which is why the oral surgeon needs to be involved with this evaluation and eventual treatmentThe patient continued to be very loud and aggressive (using very vulgar language) and stated he had to get Percocet (which is a prescribed narcotic) from his friend's mother since he could not live without themThe patient had no response when asked why he did not contact the office when the teeth became symptomatic From the initial comprehensive evaluation on 3-14-the patient had been prefaced to contact the office if needed and as to why the oral surgeon referral was requiredThe assistant repeatedly attempted to schedule the patient in for 4-28-for an oral surgery consult but was not able to talk over the load, aggressive, abusive language that he was usingHe said he was very upset that he would have to see the oral surgeon for treatment and demanded to know why the oral surgeon was not in the office every day and continued verbally abusing and belittling the staffThe assistant being very apprehensive at this time in dealing with the aggressiveness of the patient again tried to schedule an appointment for the patient for evaluation but the patient stated, very aggressively, that he would seek treatment at a different dentist and would report the practice to the Revdex.com for not doing what he wanted and left the office with no treatment rendered that dayGiven the time and date of the complaint noted - the patient must have left the office and submitted the noted complaint to the Revdex.com knowing that he had repeatedly been offered a consult appointment on Friday 4-28-with the oral surgeonIt is a McCue Dental Office policy that we do not let patients dictate treatmentGiven the clinical, diagnostic , and radiographic information obtained for this patient all appropriate treatment was reviewed, discussed, and scheduled in a very timely mannerPatients are always told to contact the office if needed for any questions and/or concerns at the end of every appointmentThe patient never made any attempt to contact the office prior to any scheduled appointment to discuss treatment, various procedures recommended, or referrals made Our staff truly cares about our patients and on 4-26-(the day after the patient stormed out of the office) our staff very pleasantly, even after being verbally abused and belittled by the patient, contacted the patient to again offer him the consult appointment on 4-28-with the oral surgeonHe was at this time again very loud, argumentative, and verbally abusive over the phone while our staff was attempting to schedule a consult appointment for himHe confirmed the time and said that he would take the appointment for the consult and offered no information that just the day before had submitted a complaint to the Revdex.comThe staff again prefaced the patient that this appointment would be for a consult and that once the oral surgeon was able to clinically and radiographically evaluate the teeth in question that he would determine a course of treatment for extraction of the teethThe patient had no questions / concerns at this point when the consult appointment was made on 4-26-over the phone The patient kept the appointment scheduled on Friday 4-28-with the oral surgeon for the extraction consult Our oral surgeon determined on evaluation that he would be able to treat, the same day, the teeth that were most sensitive for the patient - these teeth were extracted routinely by our oral surgeon with no complicationsConsidering that this appointment was just for the initial extraction consult, the patient was prefaced that the remaining teeth given their positioning and decayed state and asymptomatic nature would require a scheduled extraction appointment The patient at no point explained that just days prior (on 4-25-2017) he had filed a complaint with the Revdex.comAt all times during the patient's appointments in our office, he was treated within the limits of practice and treatment expectationsI feel that the patient knowing that he had a consult appointment scheduled with the oral surgeon, knowing that our general dentists were not able to treat the grossly decayed teeth recommended for extraction, knowing that we repeatedly offered appointment times that he did not take, knowing that we have timely scheduled appointments for him, knowing that he never contacted the office with any questions or concerns regarding treatment or referral, being aggressive and verbally abusive to our staff, becoming frustrated when we would not do what he demanded with regards to our treatment recommendations, and the threat of reporting the office to the Revdex.com is more than sufficient evidence to put our office in a positive position in this case and show that the complaint reported by the patient is completely unwarranted Our staff, as a result of this unwarranted complaint, feel extremely uncomfortable and at this point feel it would be best to break the dental/patient relationship with this patientAs per our office policy we would be able to see the patient for emergent care only for a period of thirty (30) days and we would be able to recommend another office(s) in the area that the patient might be able to seek care I thank you for the opportunity to respond to the complaint which was filed on 4-25-- ID# [redacted] If you have any additional questions please feel free to contact me at the above address/number Best Regards, Thomas PMcCue DDS - McCue Dental

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I did leave out of their office on 4-25, as they stateI did so because as I stated I was lead to believe that that appointment was for the consultation and extraction, which it was not forWhen they called to confirm the appointment they said nothing about it being for a filling, again, leading me to believe it was for what I went to them forthe extraction. At that time I was still in horrific pain as it had been over a month since I had first reported with the symptoms, so I may not have been pleasant, and even apologized to the staff for when I did go in for the extractionThey state that I canceled or was unavailable for times and that is not the case eitherI did as well inform them when I was leaving on 4-that I would be contacting my insurance company and the A.G.'s office regarding me being misled, I was then advised by the A.G's office to file a complaint with the Revdex.com, which I didThey then called me about a few days later to set up the appointment for extractionI thought that this, all of a sudden, quick action, was due to a resolution on the complaint. After going in for a very pleasant extraction, for which I thanked and even extended another apology for any previous unpleasantness, for which they said "Not a problem, we understand how painful it can be"I said at that time, that if they wanted to set up any further service that it would be fine now that the initial issue was dealt withThey stated they would have to call with a time and date, I said that was fine. I received a call to set up an appointment for June 3, the time was to be set at a later date as they were not sure yetI set aside the 3rd waiting for a response thinking that everything was fine, and I was on the way to getting my dental back on track with only a small misunderstanding that, I thought, was resolvedThen on the first of June, still not having a time set, I check my mail to find a notice that I was terminated as a patientThat letter just so happened to be typed the day they got the complaint from the Revdex.comSo I guess instead of leaving a misunderstanding as it was, and gaining a patient, they choose the retaliate and terminate meWhile I don't know if it's legal, it is one sure way to make sure a company only has good reviews and very little complaints. I called them to speak with the Business Manager that had drafted the letter and was told she is out for a weekI am still wondering how I was "very offensive and argumentative", when all I did was state that "I wasn't going to have them do fillings when I am still in severe pain", (Which I guess by their standards is the non-compliance). I was astounded that they very same company that said "Not a problem, we understand how painful it can be" when I apologize for anything they may have construed as unpleasant (when I was in a searing, visible, pain all while losing weight because I couldn't eat anything other than soft, non chew able food), was now terminating me for filing a complaint. So all I am left to do is reject their complaint for the many inaccurate statements and offer my side as I personally encountered itThey hold the full surveillance footage that would be supportive of either side but will not release it, which seems odd because if I was as non-compliant, offensive, and argumentative as they claim then why, Would they reschedule, go through with procedure then set up further appointments me instead of just terminate me then. Ask me to leave and not return to their business since I breached their patient/provider relationship as stated in the letter. Call local criminal authorities to have removed if I was as non-compliant, offensive, and argumentative, as they sayThe Fact of the Matter is they are offended that I reported them for their misleading action, they thought that they would get away with it and it would blow over, however since it was reported and now on their official business record and they know I'm not going to take inaction's, or negligent intentions lightly they want to get rid of meThat is fineHowever, how is a business to be regulated if the only customers it keeps are the ones they can control from reporting an issue, weather due to lack of education or just not knowing their rights against a business, both of which I find to be an appalling reason to use. Best Regards, *** ***

This letter is in response to case ID# *** filed 4-25-- Patient *** *** - consumer's rejection 6-2-- associated with McCue Dental Watertown Office location. At all times during the patient's appointments in our office, he was treated well within the limits of practice and treatment expectations. On 4-25-2017, our Oral Surgeon was not in the Office so it would not have been even possible to schedule the patient for a consult or extractions on this day nor would the staff inform the patient soAgain, as per our previous response, I feel that the patient knowing that our general dentists were not able to treat the grossly decayed teeth recommended for extraction; knowing that we repeatedly offered appointment times that he did not take; knowing that we have timely scheduled appointments for him; knowing that he never contacted the office with any questions or concerns regarding treatment, referral, or symptomatic teeth; being aggressive and verbally abusive to our staff; becoming frustrated when we would not do what he demanded with regards to our treatment recommendations; and the threat of reporting the office to the Revdex.com is more than sufficient evidence to put our office in a positive position in this case and show that the complaint reported by the patient is completely unwarranted. The teeth that were symptomatic on 4-25-when the patient told us so (again the patient never contacted the office with any questions or concerns regarding treatment, referral, or symptomatic teeth which they are always told to do if needed) were extracted on 4-28-(just three days later) when we very timely scheduled the patient for a consult with our oral surgeonIt was at this 4-28-appointment the oral surgeon determined on evaluation that he would be able to treat the symptomatic teeth, the same day which is not always the case with an oral surgery evaluation (many times if insurance pre-authorizations or sedation is required it can extend treatment wait time) - these teeth were extracted routinely and in a very timely manner by our oral surgeon with no complications. Our staff, as a result of this unwarranted complaint and with the verbal abuse received by the patient in the office (on 4-25-and over the phone on 4-26-when attempting to schedule the appointment for the oral surgery consult), feel extremely uncomfortable and at this point feel it would be best to break the dental/patient relationship with this patientAs per our office policy when a patient is abusive to the staff in any way, after review of the case, a dismissal letter is sent terminating the dental/patient relationshipWe would be able to see the patient for emergent care only for a period of thirty (30) days from when the dismissal letter was sent and we would be able to recommend another office(s) that the patient might be able to seek care withI thank you for the opportunity to respond to the complaint which was filed on 6-2-- ID# ***If you have any additional questions please feel free to contact me at the above address/number. Best Regards, Thomas PMcCue DDS - McCue Dental

This letter is in response to case ID# [redacted] filed 4-25-2017 - Patient [redacted] - associated with McCue Dental Watertown Office location. Prior to the patient being seen on Tuesday, 4-25-2017 for a scheduled restorative appointment, the patient had been in our Watertown Office location for a...

comprehensive evaluation on Tuesday, 3-14-2017. As per our office policy, prior to recommending any treatment, appropriate clinical, diagnostic, and radiographic (X-rays) information was obtained - the patient according to the medical history given had no contraindications  to dental treatment. At this comprehensive evaluation the patient had communicated that he had not been to the dentist in a long time and that he had a bad experience prior. Clinical and radiographic evaluation showed the patient had presented with mild to severe generalized decay with clinically very poor oral hygiene (including heavy generalized bleeding, moderate generalized gingivitis, and moderate generalized periodontal disease). A treatment plan was established and the patient was prefaced that multiple teeth would be recommended to be extracted due to non-restorable decay present and that due to the positioning and sizable areas of decay present on these teeth an oral surgery referral for a consult would be required (which is routine practice in many general and oral surgery offices). Our on staff oral surgeon treats patients on a part time basis (currently Fridays and Saturdays). Many of our patients are limited to access to specialist treatment due to the managed care insurance they have so we are very fortunate to have an oral surgeon on staff that works with various insurances which increases access to care to our patients and community. On Tuesday, 3-14-2017 at the initial comprehensive evaluation, an operative appointment was scheduled on Tuesday, 4-25-2017 for restorative treatment (fillings)as well as a referral for consult/evaluation with our oral surgeon. As per office policy, the patient was prefaced to contact the office prior to the next scheduled appointment if there were any questions and/or concerns in regards to his dental treatment. On Tuesday, 4-25-2017 the patient presented for the operative appointment which was confirmed for the treatment indicated. The patient became very offensive and argumentative refusing any treatment other than extraction treatment at this time because he indicated that his upper left posterior teeth were symptomatic. As per our office policy, when a patient presents with sensitivity we address this as the primary concern and recommend treatment accordingly - in this particular case the patient at his previous comprehensive evaluation had these teeth treatment planned for extraction due to gross non-restorable decay and had been prefaced that due to the positioning would require an oral surgery consult for evaluation and treatment. The assistant, to the best her ability in a very offensive environment, attempted to explain to the patient that this scheduled, confirmed appointment was for operative treatment (fillings) and that if his teeth were symptomatic presently that we would absolutely be able to in a very timely manner schedule him with the oral surgeon for a consult. Our oral surgeon would be in the office in a few days (on 4-28-2017) and would be able to evaluate the very decayed, broken down teeth to determine course of extraction treatment (which is a very routine course of treatment for oral surgeons and had been explained to the patient would be required at his comprehensive evaluation appointment). It had been explained to the patient previously on 3-14-2017 at his comprehensive evaluation that the extractions of the teeth are beyond what our general dentists can treat which is why the oral surgeon needs to be involved with this evaluation and eventual treatment. The patient continued to be very loud and aggressive (using very vulgar language) and stated he had to get Percocet (which is a prescribed narcotic) from his friend's mother since he could not live without them. The patient had no response when asked why he did not contact the office when the teeth became symptomatic . From the initial comprehensive evaluation on 3-14-2017 the patient had been prefaced to contact the office if needed and as to why the oral surgeon referral was required. The assistant repeatedly attempted to schedule the patient in for 4-28-2017 for an oral surgery consult but was not able to talk over the load, aggressive, abusive language that he was using. He said he was very upset that he would have to see the oral surgeon for treatment and demanded to know why the oral surgeon was not in the office every day and continued verbally abusing and belittling the staff. The assistant being very apprehensive at this time in dealing with the aggressiveness of the patient again tried to schedule an appointment for the patient for evaluation but the patient stated, very aggressively, that he would seek treatment at a different dentist and would report the practice to the Revdex.com for not doing what he wanted and left the office with no treatment rendered that day. Given the time and date of the complaint noted - the patient must have left the office and submitted the noted complaint to the Revdex.com knowing that he had repeatedly been offered a consult appointment on Friday 4-28-2017 with the oral surgeon. It is a McCue Dental Office policy that we do not let patients dictate treatment. Given the clinical, diagnostic , and radiographic information obtained for this patient all appropriate treatment was reviewed, discussed, and scheduled in a very timely manner. Patients are always told to contact the office if needed for any questions and/or concerns at the end of every appointment. The patient never made any attempt to contact the office prior to any scheduled appointment to discuss treatment, various procedures recommended, or referrals made.    Our staff truly cares about our patients and on 4-26-2017 (the day after the patient stormed out of the office) our staff very pleasantly, even after being verbally abused and belittled by the patient, contacted the patient to again offer him the consult appointment on 4-28-2017 with the oral surgeon. He was at this time again very loud, argumentative, and verbally abusive over the phone while our staff was attempting to schedule a consult appointment for him. He confirmed the time and said that he would take the appointment for the consult and offered no information that just the day before had submitted a complaint to the Revdex.com. The staff again prefaced the patient that this appointment would be for a consult and that once the oral surgeon was able to clinically and radiographically evaluate the teeth in question that he would determine a course of treatment for extraction of the teeth. The patient had no questions / concerns at this point when the consult appointment was made on 4-26-2017 over the phone.  The patient kept the appointment scheduled on Friday 4-28-2017 with the oral surgeon for the extraction consult.  Our oral surgeon determined on evaluation that he would be able to treat, the same day, the teeth that were most sensitive for the patient - these teeth were extracted routinely by our oral surgeon with no complications. Considering that this appointment was just for the initial extraction consult, the patient was prefaced that the remaining teeth given their positioning and decayed state and asymptomatic nature would require a scheduled extraction appointment.  The patient at no point explained that just days prior (on 4-25-2017) he had filed a complaint with the Revdex.com. At all times during the patient's appointments in our office, he was treated within the normal limits of practice and treatment expectations. I feel that the patient knowing that he had a consult appointment scheduled with the oral surgeon, knowing that our general dentists were not able to treat the grossly decayed teeth recommended for extraction, knowing that we repeatedly offered appointment times that he did not take, knowing that we have timely scheduled appointments for him, knowing that he never contacted the office with any questions or concerns regarding treatment or referral, being aggressive and verbally abusive to our staff,  becoming frustrated when we would not do what he demanded with regards to our treatment recommendations,  and the threat of reporting the office to the Revdex.com is more than sufficient evidence to put our office in a positive position in this case and show that the complaint reported by the patient is completely unwarranted.  Our staff, as a result of this unwarranted complaint, feel extremely uncomfortable and at this point feel it would be best to break the dental/patient relationship with this patient. As per our office policy we would be able to see the patient for emergent care only for a period of thirty (30) days and we would be able to recommend another office(s) in the area that the patient might be able to seek care.  I thank you for the opportunity to respond to the complaint which was filed on 4-25-2017 - ID# [redacted]. If you have any additional questions please feel free to contact me at the above address/number.  Best Regards,    Thomas P. McCue DDS - McCue Dental