New Day Dentistry

Initial Business Response / [redacted] (1000, 7, 2015/05/21) */ Thank you for allowing us at New Day Dentistry to respond to Case: XXXXXXXXOur understanding of the situation seems to be much different than what [redacted] is stating An appointment was scheduled for [redacted] ( [redacted] 's daughter) on 03/03/for an examination and cleaning since she was due for her month visit (her prior visit was not Nov 2014, rather early Oct 2014)Yes, in our computer system, it is noted that [redacted] insurance only covers preventative maintenance one time per yearAt New Day Dentistry we do not allow the insurance company to dictate when and why patients obtain treatment, rather we follow the recommendations of the [redacted] and suggest that all patients have preventative maintenance every six months to ensure we quell issues before they become problematic [redacted] , the patient's mother, agreed to this hygiene appointment, and understood this visit was hygiene and diagnosisWhen [redacted] arrived for her appointment in March she was accompanied by her Grandmother who is also a patient at New Day Dentistry [redacted] was seen for her cleaning and Dr [redacted] completed an oral examination where he diagnosed that a filling was needed [redacted] was experiencing minor to no discomfort at this timeThis was the first time this lesion was detected and treatment planned(The said restoration was not diagnosed BEFORE 03/03/15, and thus we could not have just "filled" the tooth as [redacted] is claiming she wanted, without proper examination and diagnosis)The next step was to get [redacted] scheduled to come back for the treatment and discuss payment arrangementsThe treatment plan was sent with [redacted] Grandmother to give to her Mother ( [redacted] ), with directions to call and have [redacted] scheduled for her restorationIt is not standard practice to have our office call the patient to schedule appointments, rather it is the patient's (or in this case the mothers) responsibility to call our office and set up her child's appointment On 05/08/ [redacted] at New Day Dentistry) received a call from [redacted] who was very upset that [redacted] had not been seen for the treatment(Once again, it is not the responsibility of New Day Dentistry to call patients to schedule recommended treatment, rather it is the responsibility of the patient to call our office to schedule.) She was under the assumption that [redacted] had already had the treatment taken care ofShe then began using profanity and harassing our staff verbally on the phone [redacted] attempted to explain the situationIt was then [redacted] demanded [redacted] records to be sent to another Dentist [redacted] explained that the patients outstanding balance would need to be paid in full and the records would be mailed hard copy due to our fax machine being out of order [redacted] was angry and ended the call by hanging up on [redacted] In the following hours, [redacted] proceeded to call the office back numerous times and each time would not allow [redacted] to respond to the situationAfter the fourth profanity laden call, our doctors decided at this time we would no longer allow [redacted] to berate our staff and that our office will no longer be willing to treat their familyNew Day Dentistry prides itself on treating all patients with respect at all times, and in turn require our patients respect our staff in returnThe outstanding balance was paid in full and a copy of the patient chart accompanied by a dismissal letter was sent to the patient ( [redacted] in this case) within hours of paymentThe dismissal letter states that we would be willing to care for any emergencies that may arise over the next days while the patient finds another dental provider to care for her needsWe also enclosed a phone number of the local dental society so the patient could find a provider in their directory that could suit her needs

Initial Business Response /* (1000, 7, 2015/05/21) */
Thank you for allowing us at New Day Dentistry to respond to Case: XXXXXXXX. Our understanding of the situation seems to be much different than what [redacted] is stating.
An appointment was scheduled for [redacted]'s daughter) on...

03/03/2015 for an examination and cleaning since she was due for her 6 month visit (her prior visit was not Nov 2014, rather early Oct 2014). Yes, in our computer system, it is noted that [redacted] insurance only covers preventative maintenance one time per year. At New Day Dentistry we do not allow the insurance company to dictate when and why patients obtain treatment, rather we follow the recommendations of the [redacted] and suggest that all patients have preventative maintenance every six months to ensure we quell issues before they become problematic. [redacted], the patient's mother, agreed to this hygiene appointment, and understood this visit was hygiene and diagnosis. When [redacted] arrived for her appointment in March she was accompanied by her Grandmother who is also a patient at New Day Dentistry. [redacted] was seen for her cleaning and Dr. [redacted] completed an oral examination where he diagnosed that a filling was needed. [redacted] was experiencing minor to no discomfort at this time. This was the first time this lesion was detected and treatment planned. (The said restoration was not diagnosed BEFORE 03/03/15, and thus we could not have just "filled" the tooth as [redacted] is claiming she wanted, without proper examination and diagnosis). The next step was to get [redacted] scheduled to come back for the treatment and discuss payment arrangements. The treatment plan was sent with [redacted] Grandmother to give to her Mother ([redacted]), with directions to call and have [redacted] scheduled for her restoration. It is not standard practice to have our office call the patient to schedule appointments, rather it is the patient's (or in this case the mothers) responsibility to call our office and set up her child's appointment.
On 05/08/2015 [redacted] at New Day Dentistry) received a call from [redacted] who was very upset that [redacted] had not been seen for the treatment. (Once again, it is not the responsibility of New Day Dentistry to call patients to schedule recommended treatment, rather it is the responsibility of the patient to call our office to schedule.) She was under the assumption that [redacted] had already had the treatment taken care of. She then began using profanity and harassing our staff verbally on the phone. [redacted] attempted to explain the situation. It was then [redacted] demanded [redacted] records to be sent to another Dentist. [redacted] explained that the patients outstanding balance would need to be paid in full and the records would be mailed hard copy due to our fax machine being out of order. [redacted] was angry and ended the call by hanging up on [redacted] In the following hours, [redacted] proceeded to call the office back numerous times and each time would not allow [redacted] to respond to the situation. After the fourth profanity laden call, our doctors decided at this time we would no longer allow [redacted] to berate our staff and that our office will no longer be willing to treat their family. New Day Dentistry prides itself on treating all patients with respect at all times, and in turn require our patients respect our staff in return. The outstanding balance was paid in full and a copy of the patient chart accompanied by a dismissal letter was sent to the patient ([redacted] in this case) within 24 hours of payment. The dismissal letter states that we would be willing to care for any emergencies that may arise over the next 30 days while the patient finds another dental provider to care for her needs. We also enclosed a phone number of the local dental society so the patient could find a provider in their directory that could suit her needs.