Dear Dentist,
"My son and I came to your practice as cash paying customers. As long as I was paying cash we were good enough for you. It was your office that suggested my son go to your <other> office when you found out he had Healthy Kids insurance. I was foolish enough to believe I'd FINALLY found a dentist who was decent and would treat my son and I with respect. Instead I was immediately treated completely different at the <other> office. I was chastised by the staff on my first visit there for not being 10 minutes early in order to do paperwork (a request was never made to me to be early to the appointment), and I was given terms and conditions that didn't apply to me as a paying customer.
"I am human with human faults. I work hard everyday to provide for my family. I have to take time off from my paying job to keep various appointments for myself and my 3 children. The appointment we missed this past Monday-Christmas Eve-was a simple mistake on my part, something that simply slipped my mind in the hustle and bustle of the day. It is so nice to know that you and your staff never make mistakes-must be nice to be so perfect and not have the stigma of Welfare to burden you. This treatment of my son is nothing short of discrimination. I'm sure in your eyes I am nothing more than welfare scum you're glad to be rid of. However, my son and I are more than that and I certainly don't need to pay you another cent of my hard earned money to encourage your discrimination. I'll bet if my partner, who has been a long time, well paying customer of yours, were to miss an appointment, you wouldn't toss him out. It'll be interesting to see what he thinks of his dentist treating his patients in this manner.
"My deep apologies to the young lady who had the misfortune of answering my phone call today. She ended up bearing the brunt of my anger meant for you."
This letter was sent to my former dentist today after they refused to reschedule an appointment we inadvertently missed Monday. We had been there for a cleaning last week, and scheduled this appointment for a filling. I have at least 65 (probably more) appointments a year to keep between my 3 children and I; that's more than one a week. I very rarely forget an appointment. I occasionally run late due to weather, traffic or having difficulty leaving work on time ("sorry Mr. Smith, I can't resolve this problem you're having because I have to leave now to get my son to his dentist appointment 10 minutes early"-that would go over big with my boss and his patient). One specialist my daughter sees is in New London (roughly 35 miles one way not counting the trip from my work to her school to pick her up first), which means missing a half day of work each time she goes every other month (this was the closest specialist we could find who would take her Healthy Kids insurance). I'm not saying all this in an effort to gain sympathy, only to state that I do the best that I can to make it to each and every appointment on time and without inconveniencing my coworkers, my children's schooling or the doctors, dentists, therapists and specialists we utilize, and sometimes I am less than perfect.
I find myself again in the same situation I was in previously; plenty of dentists will take new patients, none will take new WELFARE patients. 4 years ago I wrote a letter to the Concord Monitor about how difficult it was to find a dentist for my child. The Monitor even ran a front page story about it. I got a phone call from someone at Healthy Kids saying they would help me find a dentist. Nothing changed. I finally found a dentist on my own by saying I'd pay cash and not even telling them my son had Healthy Kids. When they happened to find out he had Healthy Kids, they told me they were opening up a new office in a nearby town and would be able to accept his insurance there. Naturally I started taking him to that office. Now, he's been dismissed because of one missed appointment. If he were still a paying customer at the original office, he would not have been treated in this manner.
How is this fair? Am I wrong to feel that my son is the victim of discrimination?
And why is it that dental care is not considered health care? Why are dentists allowed to run their practice as they see fit, tossing out whomever doesn't meet their criteria, without suffering any retribution by a medical board or court of law? They do not have to abide by the same code of ethics health care providers have to abide by and are not threatened by patients who feel as I do right now. So what if my son doesn't receive the care he deserves; they can wash their hands of us with no regret or regard for the outcome.
In the end it will be me who is the bad parent for not providing for my son appropriately.
I work in a doctor's office,
I work in a doctor's office, a specialist actually. I understand that no shows and late arrivals can wreck havoc on doctors' schedules and finances. It doesn't change the fact that sometimes stuff happens. During the last two snow storms we had so many cancels on our doctor's schedules that we ended up seeing only about 6 of the scheduled 30 patients. An office full of staff risked their necks to come in during a snowstorm for this handful of patients, but we were there for them, and didn't punish the ones who wouldn't, or couldn't, make it in. If we were to throw out every one of these cancels and no shows we'd soon be out of business. Our office is affiliated with the hospital, but the hospital does not support us. We have our own administrative staff and billing department. The doctors I work for rarely have to deal with life threatening illnesses, but they do provide life altering, valuable services and treatments that they feel everyone, no matter their circumstances, deserves to benefit from. I don't understand how providers, such as dentists, can get away with treating people in this manner and still be in business. I am proud to say that I don't work for providers with this attitude.
Oral Surgery
I had to go for a consult for some oral surgery. I have never had my wisdom teeth out and they are now coming through and wreaking havoc with my gums back there.
During the last snow storm I received a call from the oral surgeons office and they told me that no matter of the weather, they were going to be there, was I going to be there?
I can respect that and I understood that they were holding up their end of the bargain. I have no problem with that.
Finding a good dentist is a chore and some are just really poor representatives of the profession out there. In the 1980's it had been about 2 years without a cleaning and I went to a guy that had two clinics; one in the Lakes region and one on the Seacoast.
He told me that I needed a good 'deep cleaning' and that he could probably get my teeth in good shape for about $2000. I had a great dentist for 5 years in Gloucester, MA and he took great care of me. I could not fathom that my teeth could have deteriorated that much in 2 years.
I sought out a second opinion from a dentist in Wolfeboro and he said that I just needed a cleaning. Until he moved to Florida, he took great care of my teeth. I find it shocking that there is such a difference of quality of care and professionalism in that field.
It is a good thing that does not exist (at least I do not see where it exists) in the medical field. I used to see a Nurse Practitioner and that was an excellent experience as well and very thorough.
By the way, I am a patient at one of those Concord Hospital affiliates and I have been quite satisfied for years. Although it is a bit less personal now compared to when I started I am quite satisfied with my care.
I am glad that you brought up this topic, I would imagine that there will be responses on both sides of this debate but I agree with your assessment whole heartedly! Great Blog!
Become A Person; Not A Number!
I too had Healthy Kids for a while. I was not proud of it, but needed it and that was all that mattered. I was also fortunate enough to be able to meet with my representitive at my local hospital and get to know one another. I never had problems with my coverage in a serious manner but what few 'little' problems I had, I was able to call my 'contact' at the hospital direct and discuss the situatuions one on one. She was nothing less than a battle-ax on my behalf, and no one could ever ask for a better representative in their corner. My advice would be to get to knoew your local rep on a personal level, and just watch how fast things get done for you...no one deserves to be a number...we are all human!
Tracy M
Great blog, Terri!!!!!
I understand your anxiety and feel your frustration. I have a great dentist now and they are true professionals but four years ago I had issues as well.
I was a patient at a dental office up on Pleasant Street, along with my children. My wife had her own dentist that she had been with for years.
At that time I traveled every week to various states for work and I would make appointments in advance. It might be a Wednesday and I might have a Friday appointment. I would try to fly home on Thursday and there would be a snow storm....I would need to reschedule the appointment. This would happen occasionally and over 5 years maybe 5 times.
The office expressed displeasure with my rescheduling and threatened to terminate care for me if I continued to reschedule. I explained the situation and they simply did not care. Well, I cared about my teeth so I worked every appointment around my work schedule; often playing hooky to get my cleanings and fillings.
For almost 3 years I religiously made all appointments on time and schedule. Then, I was home for a week and had what I thought was a Wednesday appointment was really a Tuesday appointment. I showed up on Wednesday morning and the receptionist, in a snarly tone announced: "what are you doing here?" I said: "I'm here for my appointment". She announced: "I want you to know that you are no longer a patient here...too many rescheduled appointments!!!!" Then she said: "I will gather up your files and those of your children and when you find a new dentist, I will send them along".
So, they not only dismissed me as a patient but my two children as well. My first thought was to blurt out two colorful words but I contained myself and left in peace. Once I was in my car, I acted out my anger; screaming and hitting the steering wheel.
Was it my error...absolutely. Was the reaction on their part appropriate...absolutely not! My bills were always paid on time and my insurance was the best in the business. I am not sure if paying cash would have even made a difference.
I contacted the state agency that controls dentists and they were unwilling to do anything and said: "these guys have to see as many people as they can to pay for their practices and earn a living...you have to understand"....blah, blah, blah.
Ethically and morally, it was the wrong thing for this dentist to do. It was out of greed that it was done; as if my $80 for a filling that day would make a difference I liked the dentist but never really cared for the receptionists. I did like my hygenist though and she was quite professional.
Today, I have a great dentist who is thorough and honest. I like him and his entire staff and they take great care of me. My middle daughter goes there as well and they put her at ease as she is not a good patient. They work within your insurance and budget and help prioritize work that you need done. They are true professionals!
I feel the same way about my present GP doctor and as a matter of fact the last couple that I have had.
Doctors and dentists who are in the field for the right reason have compassion and understanding. I guess that it is understandable that they too need to make a living but to view it from only a dollars and cents standpoint is really shallow. The last dentist's receptionist stated: "imagine if everyone was late or rescheduled, we would be out of business!" My reply should have been: "imagine if everyone who listened to your bitchy tone, decided to go elsewhere".
Unfortunately, it is not that easy as you often have to wait to get into a practice as they have no openings. I have been lucky to meet up with a dentist who cares.
In the case of the dentists that both you and I have encountered, judging their bedside manner, they probably should be out of business!
I have empathy for your struggle and hope that you can find that special dentist who will show the understanding and compassion that you and your son deserves.
This does not make you a bad parent in any way, shape or manner; it does speak to the greed of the dentist. It is obvious that you are a good parent and it shows in your writing in this passionate piece about what is really an essay on fairness!