Crescent Dental

To whom it may concern, Due to HIPAA requirements, we are not at full liberty to discuss the specifics regarding the case During an hour long discussion between the patients and myself (the owner of the practice), there was never any accusations of the patients being “untrustworthy”There was a discussion regarding the “dental doctor/patient relationship” and that trust between the provider and patient is the number one factor that makes that relationship work A patient’s denial and skepticism regarding a specific diagnosis does not foster a good relationshipWhether the doctor cannot gain the patient’s trust at the first visit or an event happens where the patient loses that trust makes no difference Due to a lack of these patients trusting their provider, a decision was made that this was not a healthy relationship and a recommendation was made that they find a provider where they can develop a new relationshipIt is very unfortunate that after that lengthy discussion between myself and the patients that the only message they heard was that they were “untrustworthy.” In full disclosure, I have never been a treating provider of these patients, however, as owner of the practice, have reviewed their records – radiographs, intraoral photos, clinical records - and fully agree with the diagnoses that were madeA full refund was offered to the patient’s husband for the work that was rendered at that visit Crescent Dental still stands behind the diagnosis and treatment that was rendered and that was discussed with the patientIn talking with the patients, they felt that they were pressured into doing the treatment that was proposed and that is not how our clinic operates The refund was offered because they felt they had a lack of understanding to the “why” it was being performedThe refund was in no way admittance of any wrongdoing and based on records, it is still the appropriate course of actionIf a physician diagnoses their patient with diabetes, then the patient has diabetes and a proper course of action can be taken The same concept is true in dentistryJust because a patient is unhappy with a diagnosis made by a provider does not mean that we need to “do whatever the insurance will pay for.” A patient can take that information and do one of two things – 1) trust the provider’s judgement and proceed with treatment or 2) reject the provider’s recommendation and get a second opinion elsewhereThe patients were aware of these optionsAs consenting adults, at no point did we ever force the patients to continue coming to our practice nor force them to do any treatmentIf there was any confusion about treatment that was rendered, it was not addressed until after the procedure We just have to do the best we can to treat what is presented to usThe patient stated that she sought a second opinion at another clinic and it was different There is no problem with thatBased on the evidence presented radiographically, intraorally and clinically, we still believe otherwise That does not mean that we sacrifice our ethical principles because someone else disagrees with usAnd if the patient were to return, the same procedure initially offered will not changeWe are very sorry this got to the point it did and are more than happy to provide her insurance company with whatever documentation they requireWe have expressed that on multiple occasionsWe have tried to do the best we can to accommodate the patient’s wishesWe have offered a full refund for the procedures in question, we have tried to educate and work with their insurance to bill services accordinglyThe only thing we have not done it sacrifice our ethical principles and alter our diagnosis because the patient is not happy with itIf there are any records needed by the patient, the new dental practice or the insurance, we are more than happy to provide them Best wishes with the new practiceSincerely, [redacted] Owner, Crescent Dental

Complaint: [redacted] I am rejecting this response because: Treatments decision should include the patients history - they failed to take that into consideration Treatments should include more than looking at the radiographs - I don't remember any oral exam before the treatment prescribed Some of the charges were later billed to the insurance provider after telling us they didn't cover these areas The offer of a "full refund" was conditional that we sign a statement that we would take no further action We cannot sign that statement as we are making a complaint to the provider I trusted the clinic totally until they told me that the insurance provider didn't cover any of the treatment cost and I found out they did The owner did use the word trustworthiness during our conversation and indicated we were the parties who were untrustworthy Regards, [redacted] ***

Crescent Dental [redacted] 7/28/15In reference to the Revdex.com complaint filed by [redacted] ***We have personally spoken with the patient and her husband in regards to their recent complaints with our providersAt Crescent Dental, we feel it is of utmost importance to have a strong doctor-patient relationship with every patient we treatWe acknowledge the lack of education we gave to the patient to help them understand the diagnosis that was recommendedWe hope that the conversation helped clear any misunderstandings up Since the patient has requested the refund, we gladly honored it as wellThe refund has been processed and given to the patientPlease consider the matter resolvedCrescent Dental

Crescent Dental*** ** *** ***
*** ** ***
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7/28/In reference to the Revdex.com complaint filed by *** ***We have personally spoken with the patient and her husband in regards to their recent complaints with our providersAt
11pt;">Crescent Dental, we feel it is of utmost importance to have a strong doctor-patient relationship with every patient we treatWe acknowledge the lack of education we gave to the patient to help them understand the diagnosis that was recommendedWe hope that the conversation helped clear any misunderstandings up
Since the patient has requested the refund, we gladly honored it as wellThe refund has been processed and given to the patient
Please consider the matter resolved.
Crescent Dental

Complaint: [redacted]
I am rejecting this response because:  Treatments decision should include the patients history - they failed to take that into consideration.  Treatments should include more than looking at the radiographs - I don't remember any oral exam before the treatment prescribed.   Some of the charges were later billed to the insurance provider after telling us they didn't cover these areas.  The offer of a "full refund" was conditional that we sign a statement that we would take no further action.  We cannot sign that statement as we are making a complaint to the provider.  I trusted the clinic totally until they told me that the insurance provider didn't cover any of the treatment cost and I found out they did.  The owner did use the word trustworthiness during our conversation and indicated we were the parties who were untrustworthy.
Regards,
[redacted]

To whom it may concern,   Due to HIPAA requirements, we are not at full liberty to discuss the specifics regarding the case.    During an hour long discussion between the patients and myself (the owner of the practice), there was never any accusations of the patients being “untrustworthy”. There was a discussion regarding the “dental doctor/patient relationship” and that trust between the provider and patient is the number one factor that makes that relationship work.  A patient’s denial and skepticism regarding a specific diagnosis does not foster a good relationship. Whether the doctor cannot gain the patient’s trust at the first visit or an event happens where the patient loses that trust makes no difference.  Due to a lack of these patients trusting their provider, a decision was made that this was not a healthy relationship and a recommendation was made that they find a provider where they can develop a new relationship. It is very unfortunate that after that lengthy discussion between myself and the patients that the only message they heard was that they were “untrustworthy.”   In full disclosure, I have never been a treating provider of these patients, however, as owner of the practice, have reviewed their records – radiographs, intraoral photos, clinical records - and fully agree with the diagnoses that were made. A full refund was offered to the patient’s husband for the work that was rendered at that visit.  Crescent Dental still stands behind the diagnosis and treatment that was rendered and that was discussed with the patient. In talking with the patients, they felt that they were pressured into doing the treatment that was proposed and that is not how our clinic operates.  The refund was offered because they felt they had a lack of understanding to the “why” it was being performed. The refund was in no way admittance of any wrongdoing and based on records, it is still the appropriate course of action. If a physician diagnoses their patient with diabetes, then the patient has diabetes and a proper course of action can be taken.  The same concept is true in dentistry. Just because a patient is unhappy with a diagnosis made by a provider does not mean that we need to “do whatever the insurance will pay for.”  A patient can take that information and do one of two things – 1) trust the provider’s judgement and proceed with treatment or 2) reject the provider’s recommendation and get a second opinion elsewhere. The patients were aware of these options. As consenting adults, at no point did we ever force the patients to continue coming to our practice nor force them to do any treatment. If there was any confusion about treatment that was rendered, it was not addressed until after the procedure.  We just have to do the best we can to treat what is presented to us. The patient stated that she sought a second opinion at another clinic and it was different There is no problem with that. Based on the evidence presented radiographically, intraorally and clinically, we still believe otherwise.  That does not mean that we sacrifice our ethical principles because someone else disagrees with us. And if the patient were to return, the same procedure initially offered will not change. We are very sorry this got to the point it did and are more than happy to provide her insurance company with whatever documentation they require. We have expressed that on multiple occasions. We have tried to do the best we can to accommodate the patient’s wishes. We have offered a full refund for the procedures in question, we have tried to educate and work with their insurance to bill services accordingly. The only thing we have not done it sacrifice our ethical principles and alter our diagnosis because the patient is not happy with it. If there are any records needed by the patient, the new dental practice or the insurance, we are more than happy to provide them.  Best wishes with the new practice. Sincerely, [redacted]Owner, Crescent Dental

Crescent Dental[redacted] 7/28/15In reference to the Revdex.com complaint filed by [redacted]. We have personally spoken with the patient and her husband in regards to their recent complaints with our providers. At Crescent Dental, we feel it is of utmost...

importance to have a strong doctor-patient relationship with every patient we treat. We acknowledge the lack of education we gave to the patient to help them understand the diagnosis that was recommended. We hope that the conversation helped clear any misunderstandings up.  Since the patient has requested the refund, we gladly honored it as well. The refund has been processed and given to the patient. Please consider the matter resolved. Crescent Dental