I saw Juan Carlos for a root canal. He told me during the procedure that my gum was inflamed and he would pack 'medicine' into it and finish the root canal at my next appointment. As someone who is deadly allergic to anti inflammatories, (I carry two epipens at all times for this), it struck me that if my gum was inflamed, then the 'medicine' he used could be an anti inflammatory. I tried using hand movements and grunting to get him to stop working so I could discuss with him my treatment. He refused to stop, even though I was visibly upset. He told me that if I did not allow him to continue with his work then he would have my tooth pulled and that he was trying to help me. For those of you who have experienced anaphylaxis before, you will understand I was in a state of panic by now. He finally took his hands out of my mouth for long enough for me to try and tell him through the plastic covering my mouth that he needed to stop, I need to know what the medication was because I'm allergic to anti inflammatories. He repeatedly told me he was trying to help me and that he must finish the work before the numbing agent wore off. I was saying 'no no no' so he finally passed me his phone. I typed into it that I was concerned about the medication he would use and the reasons why, and translated it into Spanish to ensure there would be absolutely no misunderstanding due to a language barrier. He replied that everything was fine, and continued working on my mouth. I was still protesting while trying not to move too much as he had a drill in my mouth. I was very upset and he finally told me the anti inflammatory were for 'later'. I felt absolutely helpless. He would not stop working. I was terrified and crying and hand guestering for him to stop. He then says that he won't be using an anti inflammatory and to keep still so he could finish. The numbing agent ran out abut 20 mins before he finished, I was in complete agony and I believe he was aware of it.
When he had finished he asked me if I was ok. I told him no I was not. I told him he had terrified me and questioned why he didn't reassure me asap that he wouldn't be using an anti inflammatory? I also told him he had no right to threaten to remove my tooth, that was my choice to make not his. The assistant said she would go and get Kirk, the man who runs the practice and I readily agreed, hoping this situation could be sorted out. I left the room, told my husband what had happened, and we both waited in Kirks office. Kirk turned up about 20 mins later, left the door to the waiting room open, sat down in his chair while my husband and I stood there, look me in the face, and said 'they're people too you know'. I said excuse me? He replied he was in the room opposite to me and had heard everything I'd said to the dentist. I thought great! I don't have to repeat myself and he can sort this out. He told me he was seeing my true colours. I was mortified. I explained to him what had happened, in case he hadn't really heard what I'd said. He said we don't use anti inflammatories here, like that was explanation enough. I asked him how was I supposed to know that? In regards to the tooth pulling, he looked me right in the eye and said he'd known Juan Carlos for ten years and in that time he'd never pulled a tooth so I don't believe what you're saying is true. I was flabbergasted. This back and forth carried on for about 5 minutes with him repeatedly saying he was 'seeing my true colours' whilst completely ignoring what I was saying. I fled his office, sobbing, while everyone in the waiting room looked on as they could hear everything that was being said. I was humiliated. Kirk had essentially called me a liar to my face and belittled me. My husband stayed behind to try and sort the situation out. When he had finished, he told me that Kirk had gotten Juan down to explain his side of the story and that I would have been gratified by the look on Kirks face when Juan admitted everything I said was true. Kirk reluctantly apologised, not to me, and I went elsewhere to finish my work.
Experienced: January, 2018
Response from Owner/Manager on 03-07-2018
Hello Kylie, we are disappointed with the experience that took place as well. We certainly work hard to ensure patients are happy with their experiences with their dentist. It is important to learn from patient experiences that are not ideal. Fortunately, we were able to sit at length and discuss things with your husband a few days after you had left. He attempted to explain the reasons for your state of panic and apologize.
There are many facts that have been left out of your comments that should be addressed, however I don’t feel that it would be appropriate on my part to include details that would place you in a bad light.