Access Endodontic

To whom it may concern,We received a complaint from your office that was initiated by one of our patients ( [redacted] [redacted] ), Her complaint revolves around her concern about sedation administered in our officeShe stated, "I later learned that the dose recommended for someone my age was not If I had been administered the correct dose for my age, I would not have encountered the severe situation."First, we administer all medications in our office under doctor supervision They decide the recommended doses per their training Most if not all patients experience an amnesia effect which is completely normal.Second, when medications are administered to patients in our office, we monitor their vitals the entire timeThe patient's vitals are then printed off and scanned into the patients chart [redacted] 's vitals were monitored throughout her entire visit in our office She was within limits the entire procedure.Third, [redacted] also passed several physical/visual tests during the procedureShe was given verbal commands and each time she was able to respond coherently During her treatment and while in our office, she was able to get up and use the restroomAll of these tests suggest that she was sedated within the limits as well It is not uncommon to feel unstable or be off balance while on the medications she was given.Fourth, the responsible party Is ALWAYS given the posedation protocol before we release the patient into their care We also verify that the responsible party is available to stay with the patient for the rest of the day Once this is explained to the responsible party, they sign the sedation consent formIn [redacted] 's case, [redacted] signed the Sedation consent and was to assist with her the remainder of the day (See Exhibit A) Once the patient is discharged into the responsible parties care, they are then responsible for the patient in regards to balancing and monitoring.Aside from monitoring [redacted] the entire time in our office, one of our dental assistants called to check on [redacted] 's status three separate times within a hour period Below are the notes from [redacted] 's chart referencing all three phone conversations:CALL 1(3/20/2017):"I called her on my way home from work ...around pmHer daughter was very upset and was wondering If her reaction was "normal" because she is not responding and is sleeping very hard." After our assistant resolved her concerns she called back that evening to check on her again.CALL (3/20/2017):"I called her back around 7:4Spm that same night to check on [redacted] I left my personal cell phonenumberThey said she was still sleeping andhad not taken any of her meds yetShe had both daughtersthere and one of their husbandsThey didn't seem as upset when I called this time."CALL !3/21/2017!:"I called [redacted] the next morning when I got to work about 8am [redacted] answered the phoneShe saidshe was doing just fine and had a lot of support at home following her surgeryShe kind of joked andsaid that the sedation really hit her hardI explained that everyone is different and it can make yousleep all day."As you can see from our chart notes, our doctors training and the patients' medical history we practicedto the standard of careWe don't agree with issuing a refund for [redacted] 's care due to her feeling she"encountered the severe situation." She is wanting a refund on the premises of something that couldhave happened when in reality, nothing happened.We feel that the work and fees charged are and were justifiedWe are not willing to issue a refund toher at this time.Cordially,Access Endodontic Specialists208-262-

To whom it may concern,We received a complaint from your office that was initiated by one of our patients ([redacted]), Her complaint revolves around her concern about sedation administered in our office. She stated, "I later learned that the dose recommended for someone my age was...

.125 not .25. If I had been administered the correct dose for my age, I would not have encountered the severe situation."First, we administer all medications in our office under doctor supervision.  They decide the recommended doses per their training.  Most if not all patients experience an amnesia effect which is completely normal.Second, when medications are administered to patients in our office, we monitor their vitals the entire time. The patient's vitals are then printed off and scanned into the patients chart. [redacted]'s vitals were monitored throughout her entire visit in our office.  She was within normal limits the entire procedure.Third, [redacted] also passed several physical/visual tests during the procedure. She was given verbal commands and each time she was able to respond coherently.  During her treatment and while in our office, she was able to get up and use the restroom. All of these tests suggest that she was sedated within the normal limits as well.  It is not uncommon to feel unstable or be off balance while on the medications she was given.Fourth, the responsible party Is ALWAYS given the post-op sedation protocol before we release the patient into their care.  We also verify that the responsible party is available to stay with the patient for the rest of the day.  Once this is explained to the responsible party, they sign the sedation consent form. In [redacted]'s case, [redacted] signed the Sedation consent and was to assist with her the remainder of the day.  (See Exhibit A).  Once the patient is discharged into the responsible parties care, they are then responsible for the patient in regards to balancing and monitoring.Aside from monitoring [redacted] the entire time in our office, one of our dental assistants called to check on [redacted]'s status three separate times within a 24 hour period.  Below are the notes from [redacted]'s chart referencing all three phone conversations:CALL  1(3/20/2017):"I called her on my way home from work ...around 5 pm. Her daughter was very upset and was wondering If her reaction was "normal" because she is not responding and is sleeping very hard." After our assistant resolved her concerns she called back that evening to check on her again.CALL 2 (3/20/2017):"I called her back around 7:4Spm that same night to check on [redacted]. I left my personal cell phonenumber. They said she was still sleeping and. had not taken any of her meds yet. She had both daughtersthere and one of their husbands. They didn't seem as upset when I called this time."CALL 3 !3/21/2017!:"I called [redacted] the next morning when I got to work about 8am. [redacted] answered the phone. She saidshe was doing just fine and had a lot of support at home following her surgery. She kind of joked andsaid that the sedation really hit her hard. I explained that everyone is different and it can make yousleep all day."As you can see from our chart notes, our doctors training and the patients' medical history we practicedto the standard of care. We don't agree with issuing a refund for [redacted]'s care due to her feeling she"encountered the severe situation." She is wanting a refund on the premises of something that couldhave happened when in reality, nothing happened.We feel that the work and fees charged are and were justified. We are not willing to issue a refund toher at this time.Cordially,Access Endodontic Specialists208-262-2625

Complaint: [redacted]
I am rejecting this response because:
    (1) There was no dispute that Access Endodontics administered the higher dose to me.  At a follow-up appointment, the Doctor mentioned they do give elderly patients a lower dose.  They did not do this for me.    (2). As far as passing physical tests during the procedure, there were not any.  I do know that it took 2 strangers and a wheelchair to get me to the restroom.  This was relayed to me by the person who accompanied me.    (3). The first 2 phone calls after hours were initiated by my family not Access Endodontics.  The assistant did call around 8 PM and she was alarmed that there had been no movement from me.  My daughter was finally able to wake me up around 9PM.  I have no memory of any of this.    (4). The follow-up sheet sent to you has been changed.   It is different from the signed one I have.  Their procedures for releasing a patient have changed. Please see attached files.    (5). I have 5 witnesses who can attest to my condition during the 24 hours following my appointment.    (6). I am still requesting a refund, not because of what may have happened but because of what did happen. 
Sincerely,
[redacted]