I recently attended a meeting and had the unfortunate experience of having to get there and back via the airlines. How things have changed over the years with them and other services.
What if we ran our orthodontic offices like some of the companies that are “pledged” to customer satisfaction?
“Hello, Mrs. Jones…oh, you want to change Jimmy’s appointment? Sure, I’ll be glad to help you with that. We can change that from tomorrow to next Tuesday at 3:30. Fine, I have made that change. Would you like to pay for that with a credit card now or just put it on your account? The fee for that is $100.”
“Tricia, we are going to have you wear elastics to correct your bite. Here are two packs of elastics to last you till your next appointment. Don’t lose them because they are $5 per package. We’ll just add these to your balance.”
“Magazines? Yes, we are still happy to provide our patients with them while they are waiting in the reception area. They are $4 per hour or any part thereof. Exact change or credit card would really be appreciated.”
“Yes, Mrs. Smith, the $16 charge for telephone support is correct. We know that you needed help in how your son was supposed to wear his elastics and we are more than happy to provide that information to you over the phone. I would suggest he pay closer attention during his appointment when instructions are given. If you think this will occur again in the future we can sign you up for our yearly support program. It’s only $27.50 per month.”
“The fresh baked cookies? Yes, we still have them. We just don’t put them out for general consumption anymore. They are $1.50 a piece. Would you like two or three? Do you need bottled water with that?”
“The doctor is usually not in on Fridays but we could schedule you an appointment to see him. We can plan that from 8-12 and hopefully he will stop in sometime during that time frame. If he does not show, we can reschedule it for another time. The usual rates apply.”
“Toothbrushes? They are located in the patient bathroom in the vending machine. Do you need change?”
"The wires and instruments are over there. Help yourself. If you'd like an assistant to help you with that she can for a nominal fee."
“Our new motto? Well, with many of the changes we have made, we decided that “gentle”, “caring” or “warm” really are not indicative of who we are. We now say “we get your teeth straight”. Much more direct, to the point and we don’t have to worry about living up to the niceties.”
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4 comments:
I often feel guilty to use the disposable toothbrush, feesl like such a waste to throw it after just one use, any how doc I am avid reader of your blog and appreciate your input and insight into the world of orthodontics.
Recently while I was at my orthodontist appointment, I saw some one come in for a consult and I guess he needed extractions and based on this video he saw on youtube 60 Minutes - Dr Derek Mahony (http://www.youtube.com/watch?v=SEFTJwTEbpw) it is an extraction vs non-extraction study and he deducted that my ortho is incompetent ! I learned about the site when I met him outside for a smoke. I watched the video and there is a heavy agenda against extractions, how much truth does this video hold ?!
Thank you
Keep them blogs coming, always a great read !
I am not impressed with 60 minutes. I have seen them skew and slant so many subjects and I think this is one of them. My opinion is that there is still a necessity in some cases to extract teeth. Extration frequency is much less than in the past but I think this is due to a better understanding of growth and development, understanding maturation changes in the face and an increased attention to facial esthetics. I don't think it has anything to do with what bracket is used.
I can treat any case with non-extraction but that does not make it correct, stable or esthetically pleasing. Those that never take out teeth are just as wrong as those that take out too many.
By the way, quit smoking now! You will live much healthier and be able to smile with your loved ones for a much longer time.
I had extractions for my braces in August. 3 premolars. My arches were rounding out ok except I had a problem with the bottom incisors flaring out. The ortho told me extraction is the only way. Well I had them done and something weird happened. My face changed shape. Can that happen so fast? I was told it wouldnt. It is much more narrow especially at my jaw and the ortho doesnt seem to care. In addition since I had the extractions the clicking in my jaw got worse.
Khrystal,
Your face can change with orthodontic treatment and you might be able to see a difference quicker than your orthodontist. In fact, you might swear there is a difference and it is not that apparent to him. I have had patients very sensitive to their appearance and I could see no significant difference.
If your teeth were flaring out then the only way to bring them back or upright them is to either expand laterally, move teeth back bodily or extract. I think you will find that when your treatment is completed and you see the before and the after you will be happy. Don't judge the "construction of the building" until it is completed. There are many steps between the start and finish.
Concerning the clicking in your jaw, that is a whole different thing. I will tell you that extractions and orthodontic treatment have nothing to do with it. It is a multi-factoral entity. My first response would be to make sure that you are not bruxing or clenching your jaws a lot. Check yourself during the day and see if you're teeth are clenched together.
Take care, be patient and I think you will be pleased with your new look.
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