Holiday 'uncheer'

Editor's note: Sheri Doniger's column, Dental Diaries, appears regularly on the DrBicuspid.com advice and opinion page, Second Opinion.

I don't know what it is about this time of year, but some patients seem more demanding. Not the ones who are grateful they were able to get their kids in during their winter break, or the ones who are so happy they don't have any further dentistry to do, but the ones who would like to run our schedules. And definitely not the ones who want to use the last of their dental benefit before the end of the year.

This is about a small percentage of patients who, no matter what you do, will never be satisfied.

Yesterday a patient called to ask if she could come in before the end of the year (rather than her scheduled appointment in January) to remove her bridge in preparation for an implant procedure. Given the current economy, you're probably thinking "Why would anyone turn down the opportunity to add more production to 2009 when it is offered on a silver platter"?

Why? Because the platter is slightly tarnished. This patient historically has over-encompassing needs. She has the endodontist on speed dial.

So, in preparation for the preparations, I said, "I will see if my team is willing to come in on the Wednesday before Christmas (and/or New Year's) to see you, but you need to find out if the endodontist will be willing or available to see you in case one of the teeth (predictably) goes endo."

Now, let's break down this offer: I was willing to work an additional treatment day, impose on my team to see if they were willing to give up one of their holiday days (which they both said they would), just to see her. I tried to figure out how to rework her appointment series to better fit her new requests. We really tried.

Oh, I failed to mention one key reason for her desire to move the appointments from early January to next week -- the fact that my daughter might give birth and I would not be able to see patients for a period of time afterward. Yes, my beautiful daughter Erin is pregnant, due sometime in mid-January. Yes, babies come on their own schedule. But unless her husband is unavailable to take her to the hospital, I will most likely maintain my schedule and treat patients during the entire month.

Another issue is that this patient is heading out of town for a week at the end of January and going out of the country for two weeks in early spring. So -- all the reason to rush dental care.

We tried to do everything in our power to accommodate her requests, but, alas, the endodontist's office was going to be short staffed over the holiday, with no guarantee they would be able to get her in to complete the procedure within her requested time schedule. They were (unbelievably) unwilling to open up another treatment day for her. When she called back, after finding out the impossibility of moving her appointment up by two weeks, she explained the endo dilemma and stated, "I guess I will just keep my existing appointment, and hopefully Erin won't deliver early." At no point did she say thank you.

At times like these, we take a deep breath and move on.

My last patient of the day was a woman who was not pleased with her removable prosthesis. She was offered implants, although with her bisphosphonate therapy (in addition to being a breast cancer survivor with a history of additional IV bisphosphonate regimen) she was not a great implant candidate. But she decided against even considering that route.

I was discharging my previous patient when this patient came in and was taken to the treatment room (my business manager was out ill). Apparently I took too long because she started screaming "Sheri, I am waiting!" from the back of the office. I made my apologies to the departing patient and proceeded to take care of her.

Upon dismissal, she started saying how expensive we were. She had paid less than $100 for a "cleaning" -- and yet, I am so expensive. I just let her vent. I guess she had to get it out of her system. And then, unbelievably, she made another recare appointment (at which time she will most likely abuse me in a similar manner). We said goodbye and happy holidays, and she went on her way.

So much uncheer for one day, at a time when we should be in festive moods. After a day like yesterday, I, for one, am more appreciative of my business manager (and my entire team) than ever. Even when you try your hardest, you may not feel the love from your patients.

Thankfully, tomorrow is another day!

Sheri Doniger, D.D.S., practices clinical dentistry in Lincolnwood, IL. She has served as an educator in dental and dental hygiene programs, has been a consultant for a major dental benefit company, and has written for several dental publications. Most recently, she was the editor of Woman Dentist Journal and Woman Dentist eJournal. You can reach her at [email protected].

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