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TELEPHONE INQUIRY
Was the phone answered in 3 rings or less? Yes
Was the name of the practice used? Yes
Were you asked to be put on hold? Yes
Did the staff member wait for your reply before putting you on hold? No
How long were you on hold? 4 minutes
Were you asked how you heard of the practice? No
Comments
The phone was answered in a hurried manner. While she did use the name of the practice, she did not enunciate and it was difficult to understand. I was put on hold before I had a chance to answer whether I could hold or not. When she came back, she said "this is Lisa, how can I help you?" We started to schedule a consultation appointment when she asked me to hold again.
Comments After Report Presentation
The phone was answered on the first ring by Lisa. She introduced herself with a pleasant tone and asked my name. She explained she had one call ahead of mine and asked if I could hold or if I'd like her to call me back; I chose to hold. When she returned she addressed me by name and asked if I would like to schedule a consultation. She made every effort to accommodate my schedule.
CHECK IN / RECEPTION / COMMON AREAS
Were you acknowledged upon approaching the reception desk? No
Did the staff member smile and make you feel welcome? No
Was the receptionist well groomed and professional in appearance? Yes
Was your privacy, and that of other patients, protected? Yes
Was the check in paperwork clear and relevant? Yes
Was the waiting area clean and comfortable? Yes
Comments
When I arrived the staff member was on the phone with a personal call. I stood at the reception desk for better than 2 minutes without being acknowledged in any way. She ended her call, handed me new patient forms and said "here, fill these out and return them to me". I was made to feel like a nuisance. The reception area was very well kept with the exception of trash (coffee cup) left by a previous patient. The decor was lovely and welcoming. There was a limited selection of current magazines.
Comments After Report Presentation
When I approached the reception desk the staff member was on the phone discussing an appointment time. She smiled at me and conveyed with a hand gesture she would be with me soon. When she finished her call she introduced herself and asked me to complete the new patient paperwork. The waiting area was extremely clean and very comfortable. There was a tranquil water fountain running and ample reading materials.
EXAM ROOM DENTAL
Did the Dentist introduce him/herself? Yes
Did the Dentist explain procedures and ensure your comfort? Yes
Did the Dentist answer all questions to your satisfaction? No
Comments
Dr. Smile introduced herself and explained she would be doing a thorough dental exam prior to my time with the hygienist. After completing the exam she said I needed a few small fillings and Susie would schedule that appointment. She then left the room. It seemed she was rushing to the next patient. She did not ask me if I had any questions.
Comments After Report Presentation
Dr. Smile entered the room just after the x-rays were taken. She introduced herself and asked if I had any concerns regarding my teeth. She performed a very thorough exam, showed me the areas of concern on the x-rays and discussed treatment options. She asked if I had any questions and said it was nice to meet me.
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