1 /5 Grace G: Dear Mr/Mrs,
I am writing to formally lodge a complaint regarding my recent visit to your clinic for seeking a second opinion about my wisdom teeth treatment. Several aspects of my experience were unsatisfactory, and I believe they warrant serious attention. Below are my concerns:
1. Over treatment with unnecessary X-ray :
During my appointment, after a brief examination, the dentist requested that I take an X-ray, despite my informing her that I had an X-ray taken approximately one month ago. Although I agreed to sign an authorization for you to retrieve my previous X-ray from my former dentist, I was still asked to undergo a new one.
This unnecessarily x-ray seems to be over-treatment. Please explain why was it necessary to perform another X-ray despite my recent history, and what are the potential risks of repeated X-rays in such a short period of time? As I am planning to conceive soon, I am particularly cautious about unnecessary radiation exposure. This has caused me considerable concern for my health and future pregnancy plans.
2. Failure to Communicate Costs and Billing Issues:
At no point during the appointment was I informed of the cost of the X-ray, which turned out to be $130 (my old dental charged me $90 with much more clearer image). Furthermore, when I first arrived at the clinic, I asked the front desk if my Medibank insurance would cover the cost of my treatment. The response was vague, stating that it would depend on my insurance plan. However, after my consultation, I was told that Medibank would not cover the X-ray because the interval between the two X-rays was too short. This was never clearly communicated beforehand. Additionally, I had to pay $80 for the consultation while my previous dental clinic charge me $50 with much more satisfactory experience. The lack of transparency regarding these costs is deeply frustrating and unprofessional.
3. Medibank Coverage and Potential Misleading Practices:
When I paid, the front desk informed me that I could not claim the X-ray because of the short interval between the two X-rays. I would like clarification on whether the denial was truly due to the time gap between X-rays or because your clinicâs services are not covered under Medibank in general. As a patient and consumer, I rely on clear information from the clinic, especially regarding insurance coverage and costs. I am concerned that there may have been misleading information provided, potentially enticing patients like myself to receive services under the false assumption that their insurance would cover the costs. This could be perceived as deceptive practice and consumer fraud if patients are intentionally misled.
4. Service Wait Time:
While this may seem minor compared to my other concerns, I was left waiting for 30 minutes past my scheduled appointment time. When I asked the front desk, I was told that the dentist is never on time, which I found quite disheartening. I only saw the dentist for about 10 minutes, yet I spent the remainder of my time either waiting or finalizing billing details. For a 3:00 PM appointment, I did not leave until around 4:00 PM.
I request a formal response to these issues in written, including a detailed explanation of why a new X-ray was necessary, why I was not informed of the costs in advance, and clarification about your clinicâs relationship with Medibank. I would also like to discuss the possibility of reimbursement for the X-ray, which I believe was unnecessary.
I look forward to your prompt response to this matter.
Sincerely,
Grace
List 7 dentist near Bentleigh, VIC
