Complaints

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i was scheduled for 2 root canals and 2 crowns on 6/20/24.i arrived at 11:00 am and after few hours i was not comfortable,i made sure on 2 different consultations which were 1 hour long each to tell him i was VERY nervous and a baby when it came to working on my teeth and i didnt want any extra pain then necessary.************* assured me that wouldnt happen,and he would keep me comfortable and manage any pain i was experiencing.i was given nitrous to keep me comfortable but it wasnt fitting my face and was digging into my skin..i began pulling on hose because it was getting very painful after 3-4 hours sitting in chair with bright light giving me a sunburn.i asked the ************* to see if he could fix nitrous mask,which he asked assistant to do but she never did.after ***** minutes with no nitrous and now almost 5 hours in chair i was great pain.my mouth had dental dam,jawblock so i couldnt tell them i was freaking out with pain and noise and x-rays gagging me..i finally had to stop ************* explain i was sweating,shaking and breathing heavy.i was serious concerned about my health i had never felt that way i was scared.after original assistant came back after i requested him.he started nitrous with a new mask to finish up the work to my teeth which after i couldnt handle pain.i had to leave i couldnt take pain.i had to go to 2 other dentist to figure out what was done and how to proceed.************* did say he might only do 1 root and a filling if that would be a permanent fix.dr juntas **** said the filling in tooth 31 is not done correctly and will need a root canal which is what i originally expected.since 6/20/24 i have been in serious pain,i had to go to 4 extra dental appointment.i had to cancel my vacation,loss of work,and just pain suffering.i am so disappointed in this type of service from professional figure.i left a 1 star review on the internet but it keep getting removed,i now understand why they only have 5 star reviews.

  Business response

  07/12/2024

  The following are the notes from the Dr. about the visit:
  The patient has very high H**353234**3937303032H anxiety. After completing caries excavation of #**, there was pulp proximity but no exposure. We discussed this with the patient and recommended an indirect pulp cap, build-up, and crown. We discussed the possibility for needing a root canal if symptoms arise, such as lingering sensitivity to cold, spontaneous pain, or pain waking him up at night, but that most patients in his situation do not end up needing to do a root canal. Patient agreed to treatment on #** and we placed the indirect pulp cap and core build-up. We offered to just focus on #** but the patient was adamant about doing treatment for #2 as well. After excavating #2, we found a carious pulp exposure. We discussed that the tooth would need a root canal, build-up and crown. Pt elected to go through with the treatment today, knowing it would extend his appointment length by quite a few hours. We offered him protein shakes or any other snacks from our selection, but the patient declined our offers. He was asked multiple times if he would like to continue on with treatment and finishing the crowns today or if he would like to be done and come get the crowns in the next few days. He insisted that he was fine and wanted to get everything done today since he was already here. When the H**353234**3937303032H assistant attempted to take a check PA after finishing the root canal of #2, our x-ray software was not working. Our H**353234**3937303032H assistant tried multiple times to get it to work and the last try made the patient gag. We were not successful in getting the x-ray. The patient did not say anything at the time of the gagging incident, nor did he appear upset in his demeanor. In fact, he and the assistant had both shared a laugh over the x-ray not working after so many attempts. The nitrous nose piece was starting to become uncomfortable on the patient and the Dr. asked to have the nose piece changed out by the assistant. The assistant forgot to do this after attempting the x-rays, and after the Dr. returned from doing an exam the patient let us know that he was very upset, he felt like the assistant was mean and too rough with him and he was unhappy and wanted to be done. He was yelling at this point and was very upset that his nose was sore and that the assistant hadn't switched out the nose piece like the Dr. had told her. At this point the patient had taken the nose piece off. We apologized but he continued to say the assistant did it on purpose and that she's been rough with him the whole time and that he wished he had the male assistant instead because he was more gentle. The patient went on to berate the assistant in saying she's terrible at her job and would not let it go. The patient seemed to just flip a switch where he was controlled one minute to out of control the next. Dr. ***** let the patient know none of his assistants would never do anything intentional to cause someone to be uncomfortable and that we are making every effort to help him through this. The assistant left the room in an attempt to de-escalate the situation and asked another assistant to step in. The patient seemed to calm down momentarily. At this point, #2 root canal was complete with the build-up placed but not shaped. #** also had an indirect pulp cap and build-up placed and not shaped. #** was half prepped for a crown. Dr. ***** discussed the treatment options with the patient and recommended we get to a good stopping point and bring the patient back as the patient already had been there for so long. This made the patient even more upset and Dr. ***** then offered to stay until we completed treatment of both teeth, even if it went after hours. The patient said that was what he wanted. However, he started to talk about how he was shaking and very upset about the other assistant and again stated she was very rough with him in trying to take the x-ray and that she was doing it on purpose. He started getting more and more agitated, we again offered him food or a drink but he refused. He said he was going to leave. Dr. ***** let the patient know multiple times that tooth #** was in a very unstable situation and that we should at least temporize it. The patient said we better get started quick or he's going to leave. Dr. ***** let him know he didn't feel comfortable until he calmed down somewhat, at which point the patient ripped off his bib and left the the office. Again, he was informed multiple times that both #2 and ** needed further treatment and that especially #** was likely to cause him significant pain if he left it as is. Dr. ***** called the patient and left a message later that night to see how he was doing and to let him know if he was in pain that he would do anything he could to help direct him in getting the care he needs. The Dr. provided his personal cell phone number. The patient never responded to this call.
  
  Since that day our front desk has promptly replied to any requests for information needed in order to facilitate the care the patient has needed. As for the action requested, we believe in patients having favorable experiences with us. That obviously didn't happen in this case and we will cancel the outstanding balance on the patient's account. If there is further information needed, please don't hesitate to reach out. Thank you,
  
  *************************
  Nightingale Family Dental
  
  

  Customer response

  07/23/2024

  i ************************************* am replying to complaint #********  i filed against nightingale dental.i agree with resolution they offered.i agree to close this complaint satisfied.
  

  
  

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