Pallotto Dental Care

Initial Business Response /* (1000, 5, 2014/11/10) */
We regret that this patient had a bad experience in our officeWe strive to please all our patients and will start by saying we will be happy to refund his exam ,per his request, but would like to respond to his allegationWe feel he is
being unfair and incorrect in his accusationsFrom the time he called to set up his 1st appointment to the time the Dr dismissed him from the exam he seemed very satisfiedThere are clinical notes to justify this from the phone call to the actual visitWhen he called our office the 1st time he mentioned he had a bad experience at another office becasue they recommended periodontal treatment and all he wanted was a "cleaning." Our response was that his 1st visit would be for a comprehensive exam with current xrays to access his needsHe said he had current xrays and we were happy to use those so he didn't have to take or pay for another setWe let him know that we don't usually schedule the hygiene visit the same day because we don't know what type of hygiene treatment may be necessaryHe remarked again that all he wanted was a "cleaning" even if there was periodontal disease presentBecause we strive to please we scheduled him for an adult prophy after his comprehensive examBecause of the amount of calculus build up above and below his gums the dentist was not able to take periodontal readingsIn this case our protocol is that the patient have a full mouth debridment by the hygienist so all the hardened calculus that is above the gums can be removed (the periodontal probe cannot measure accurately with calculus present) and wait weeks for the gums to heal and respond to the treatmentWe irrigate under the gums after the ultrasonic and hand scaling and give home care instruments tailored to their needsThis appointment is one hour to be very thorough because we want to give this patient every opportunity to heal correctlyIn weeks when they return for the periodontal readings we then access the improvement and if indeed this patient can have an adult prophy which is fine scaling and polishing the teeth or if the patient measures periodontal readings mm or higher and shows signs of gum disease we would recommend further periodontal treatmentThis protocol is recommended and outlined by the***These are the guidelines we followOur dentist explained this to the patient that he had so much hardened calculus that accurate readings were not possibleDigital pictures were also taken of the buildup and diseased gum tissue to educate and explain the condition to this patientHe was also told and also documented in his file notes that he could have an adult prophy as originally scheduled for the half hour but it was not recommended to polish over disease presentIf he decided to do this he would sign a waiver saying that he understood what our recommendations were with disease presentHe seemed to understand and he accepted the treatment of full mouth debridment It was then explained to him that the hygienist would need an hour for this procedureWe tried our best to accommodate him and made some changes in our schedule to see him later in the day to spend the time needed for his condition becasue he originally only had the half hourHe chose to waitWe tried to make him as comfortable as possibleWe offered him coffee and even to change the television station while he waitedWe always explain the fees involved before any treatment is doneWe never want to surprise any patient after treatment is already doneI don't know where he came up with $dollars for the visitThe comprehensive exam is $and since he didn't need any xrays there was no additional charge for thatEven if he chose to sign the waiver for the adult prophy versus the recommended treatment of a full mouth debridbment that would be $That still doesnt add up to $We let him know the charge of $for the hour full mouth debridment that day and then how much the reevaluation would be in weeks ($98)At that point he was rude to our staff member and said it was a rip offhe said he would pay for the comprehensive exam and leftHe upset our staff member with his response

Initial Business Response /* (1000, 5, 2014/11/10) */
We regret that this patient had a bad experience in our officeWe strive to please all our patients and will start by saying we will be happy to refund his exam ,per his request, but would like to respond to his allegationWe feel he
is being unfair and incorrect in his accusationsFrom the time he called to set up his 1st appointment to the time the Dr dismissed him from the exam he seemed very satisfiedThere are clinical notes to justify this from the phone call to the actual visitWhen he called our office the 1st time he mentioned he had a bad experience at another office becasue they recommended periodontal treatment and all he wanted was a "cleaning." Our response was that his 1st visit would be for a comprehensive exam with current xrays to access his needsHe said he had current xrays and we were happy to use those so he didn't have to take or pay for another setWe let him know that we don't usually schedule the hygiene visit the same day because we don't know what type of hygiene treatment may be necessaryHe remarked again that all he wanted was a "cleaning" even if there was periodontal disease presentBecause we strive to please we scheduled him for an adult prophy after his comprehensive examBecause of the amount of calculus build up above and below his gums the dentist was not able to take periodontal readingsIn this case our protocol is that the patient have a full mouth debridment by the hygienist so all the hardened calculus that is above the gums can be removed (the periodontal probe cannot measure accurately with calculus present) and wait weeks for the gums to heal and respond to the treatmentWe irrigate under the gums after the ultrasonic and hand scaling and give home care instruments tailored to their needsThis appointment is one hour to be very thorough because we want to give this patient every opportunity to heal correctlyIn weeks when they return for the periodontal readings we then access the improvement and if indeed this patient can have an adult prophy which is fine scaling and polishing the teeth or if the patient measures periodontal readings mm or higher and shows signs of gum disease we would recommend further periodontal treatmentThis protocol is recommended and outlined by the***These are the guidelines we followOur dentist explained this to the patient that he had so much hardened calculus that accurate readings were not possibleDigital pictures were also taken of the buildup and diseased gum tissue to educate and explain the condition to this patientHe was also told and also documented in his file notes that he could have an adult prophy as originally scheduled for the half hour but it was not recommended to polish over disease presentIf he decided to do this he would sign a waiver saying that he understood what our recommendations were with disease presentHe seemed to understand and he accepted the treatment of full mouth debridment It was then explained to him that the hygienist would need an hour for this procedureWe tried our best to accommodate him and made some changes in our schedule to see him later in the day to spend the time needed for his condition becasue he originally only had the half hourHe chose to waitWe tried to make him as comfortable as possibleWe offered him coffee and even to change the television station while he waitedWe always explain the fees involved before any treatment is doneWe never want to surprise any patient after treatment is already doneI don't know where he came up with $dollars for the visitThe comprehensive exam is $and since he didn't need any xrays there was no additional charge for thatEven if he chose to sign the waiver for the adult prophy versus the recommended treatment of a full mouth debridbment that would be $That still doesnt add up to $We let him know the charge of $for the hour full mouth debridment that day and then how much the reevaluation would be in weeks ($98)At that point he was rude to our staff member and said it was a rip offhe said he would pay for the comprehensive exam and leftHe upset our staff member with his response