"Best patient experience"
Staff very friendly and professional. Had gum work with a dentist and as someone with a degree of dental phobia due to past childhood experience of dentist in the 70’s where I avoided dentist where I could resulting in neglect of my gum leading to gum disease and tooth loss. The dentist made me feel at ease, smiling all the time, used distracting techniques. She was both a therapist and gum specialist. My gums now restored to full health. Highly recommend both this dentist & BPI dental practice
"UNPROFESSIONAL STAFF"
As a dentist, I stopped referring my patients to this practice because a few of them had very bad experiences and I did not feel comfortable referring my patients there again.
In particular:
One of my patients called because she had high temperature and had to cancel her appointment and was told that unlessshe could send either a medical certificate or a photo of a positive covid test, she would have been charged a cancellation fee. She had to attend in spite of the temperature, exposing all the other vulnerable people in the waiting room to the risk of catching her flu. This is totally unaceptable, when patients have temperature/vomit/ sickness, as a rule, you do not want them to come and spread it. It is a healthcare setting with lots of elederly and vulnerable people. A cancellation policy is acceptable only if for cancellations not related to sickness.
On another occasion, another patient was given a treatment plan, with listed " a filling in her upper right posterior molar", she asked for this plan to be more precise, being this a replacement of a pre-existing filling. Her insurance would only cover for a replacement of pre existing fillings and not new fillings. The receptionist said that their software does not have detailed treatments and only generic ones. My patients asked if they could ask the dentist to provide a new treatment plan on a paper ( not produced by their software), written on a word document or in any other format. She was not in a rush and said they could have asked the dentist any time and call her back in a few days, being her appoitntment 2weeks later. They refused and gave her no other option than cencelling her appointment. Both her husband and herself never returned and were unhappy with the way they had been treated. In a good practice, staff go the extra mile to help and accomodate patients, here they seem to do just the opposite.
