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McCue Dental Reviews (1)

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

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