Dear Rita [not her real name],
My five year old nephew Asa is an existing patient and has been to your office approximately three times. My sister highly recommended your office so my three year old daughter, Valentina, is also a patient and has been there once. Our past experiences have always been wonderful and the staff was always supportive when my sister would go in with her son and would give her encouraging words in her battle with cancer.
Sadly my sister passed away in January.
On March 9th I brought Asa for his first checkup without his mom. He was very apprehensive and nervous but I assured him all would be fine as everything had been in the past.
Nora [not her real name] was the one who cleaned his teeth and she was, in a word, horrible.
I had reminded Asa in the waiting room that he would be able to pick out the flavor of toothpaste and he was excited to do that. Asa put on the sunglasses, laid back in the chair and then became emotional and tried to stifle his tears. Nora, instead of being compassionate as I would expect someone who works in a pediatric dental office would be, barked at him “kids who cry don’t get prizes afterwards!” Asa then remembered that he wanted bubble gum flavored toothpaste and asked for it. Nora sighed heavily and reluctantly got up to get it.
Asa has a strong gag reflex and did spit when she first started working on his teeth. I assure you this was not mean spirited and strictly due to him feeling as if he were choking. Nora barked at him twice to stop spitting and told him that he was not nice. Again, Asa was not spitting at her, he was simply responding to his gag reflex.
After Asa picked out his toys I had my mother take the children out to the car so that I could talk to Nora in private. I explained to her that Asa was nervous because this was the first time he had to come to the dentist without his mom who had just died. She responded by coldly staring at me. I continued on and told her that I felt that she did not treat Asa with the kindness that we are used to in your office. Nora aggressively and defensively retorted by saying simply “I’m just doing my job!” I again reiterated that I felt that we did not receive the same service that we have in the past and Nora just stood there. I told her that I was going to request that she never work on either child and she appeared very annoyed and said again, more forcefully “I’m just doing my job!”
Had this been my first time to your office I would not only never return but I would openly discourage anyone I know from ever visiting you. I am hopeful this was simply a bad experience confined to the unprofessionalism of Nora but am still very displeased with the service we received on such a difficult and delicate day for my five year old nephew.