Sticks and stones…

A Monday seeing routine check ups until….

At Infinity Dental Clinic, we have made vast improvements to the practice over the last few months. We have introduced a wide range of the latest dental treatments and equipment to improve the care for our patients. You can read our blog on the practice updates.

All of our patients are delighted with the improvements, and it is very encouraging to have such positive feedback after all the hard work we have put in.

Unfortunately, a patient attended my surgery today and was complaining from the second she walked in to our practice. This patient had never been to our new practice before and had never met me prior to today. However, she made our staff aware at the front desk that she didn’t like the new practice design or the smell from our waiting room air freshener, she even disliked the flowers we have in our waiting room. By the time she walked in to my surgery she made her feelings known to me before I had the chance to introduce myself.

I explained to her that I had invested everything in to making this practice as perfect as possible and I welcome any feedback. I was shocked when she responded ‘so you’re the culprit responsible for all this change?’

This patient had no intention of having any treatment at our practice, she left the practice with more hurtful words.

All this from a patient who I can’t even call a patient as she never actually had any dental work done at our practice.

This encounter has been very upsetting for me. I feel the need to share this on my blog as it is important to understand that we are all human with feelings. Whatever the reasons are for this person to want to hurt every member of our team with such hurtful words, whatever they are, they certainly can’t be anything to do with the way we treated them. We were never given an opportunity to treat or even communicate.

This practice has been built with a passion for the best, we want to give our patients the highest level of care. I have chosen a way of life to dedicate my life to achieving excellent standards in dental care and developing a quality dental team. I believe this is what we have and we continue to improve. It is sad that this person has the potential to demoralise us with her words.

There are some people that should stay quiet, because they understand. As there are those that should stay quiet, because they don’t understand. Some things are better left unsaid or voiced.

• Dr Mohsin Patel