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I recently attended an appointment at Great Expression Dentistry in Naples, FL. I feel it is necessary to explain my experience and for the company to put measures in place to make sure future patient rights are not violated as I was.
There are a few positives I would like to mention about my experience at the clinic. It was clean, they seemed to be running on time, the dental assistant was kind, and they did a good job taking my x-rays. Unfortunately, the positives stop here. Complaints and concerns are as follows:
1. Initially I was told I have a $5 co-pay for each office visit. I consulted with my insurance company and was told this is false; there is a $0 copay per visit. Great Expressions did not properly verify the insurance benefits before my appointment.
2. I received a complete set of x-rays and a panoramic film x-ray at the appointment. The latter was not covered under my insurance. Upon speaking with my insurance company, I was told both of these x-rays given on the same date are considered a duplication of services and are not medically necessary. This dentist office is trying to take advantage of its clients by performing unnecessary x-rays.
3. The dentist, Dr. Fidler, was abrupt and rude. He came into the room, asked if I was in any pain, looked at my teeth, said a few things to his assistant, and abruptly left. He did not allow time for me to ask him questions, he didn't speak with me about the condition of my teeth, didn't give me tips on how to improve things. He took a "quick peek" and left. In fact, he was speaking to his assistant about the condition of my mouth while walking down the hallway leaving the exam room. I thought he was leaving the room to get something and the dental assistant said the visit was complete. Every dentist I've ever seen consulted with me, the patient, after examining my mouth and we've worked together on how to improve things. This guy said a few things to his assistant and walked out so I didn't even get a chance to ask questions, very unprofessional.
4. After waiting a second time in the waiting room, one of the ladies working the front desk named Laura called me up and wanted to discuss the "treatment plan" in the waiting room in front of everyone. Patient conditions should be discussed in private, not in a waiting room where other patients can eavesdrop and learn about my personal health conditions - this place VIOLATED MY HIPPA!
5. I had questions about the treatment recommended versus my current health condition and the front desk girl, Laura, started using a nasty tone and said, "This is what the doctor recommended during the visit and if you don't follow this plan, you cannot continue as a patient."
First of all, the dentist saw me for literally 2 minutes and never actually spoke with me, so I never agreed nor was consulted about anything. When I questioned the clinical decisions, Laura, the front desk girl, sarcastically stated she is not clinical, the dentist doesn't have time to speak with me, and his recommendation stands (still in the middle of the waiting room). I never had a chance to hear the rationale for the recommendations nor did I learn about the current condition of my mouth; I had legitimate concerns that were silenced.
I went to this dentist because I changed insurances and my previous dentist doesn't take my new insurance. I go to the dentist every six months and they always give me a standard cleaning. I wanted to continue the typical x-rays/exam/cleaning at this place, but they won't let me. Apparently, the front desk girl stated my upper teeth & gums are in poor condition and need an intense cleaning which will include a numbing lotion and antibiotic. I never heard of an antibiotic and numbing lotion for a cleaning. This place is doing everything they can to get as much money out of people as they possibly can, which is very unfortunate. I am involved in other health studies for serious health complications and cannot be putting unnecessary antibiotics into my blood stream. I don't understand how they can argue with the customer (who pays their bills) in the middle of the waiting room full of other patients.
6. I filed a complaint with their corporate office, and later Laura spoke with me over the phone, lecturing me because I complained about her. Laura told me I am no longer welcome at their place of business and they refuse all future services. By law, a medical practice must provide services to a patient for at least 30 days before dismissing them from a practice. Also, based on my insurance regulations, I am assigned to this practice (as they accepted me) and can only change facilities the 1st day of each month if I submit for a change by the 15th of the previous month. I spoke with the regional supervisor regarding all these concerns once, she said she was going to call me back, but never did.
Overall, I had a terrible patient experience and left the clinic shaking due to the way I was treated. Lots of people are apprehensive about going to the dentist and staff should be compassionate toward patient anxiety and needs, but this place just argues with patients and treats them like they know nothing - all I wanted was a basic cleaning.
