Doc Bresler's Cavity Busters — Local services in Abington Township

I have always loved this office. My son had been coming here from the time he was about 2yrs until today (where he is now 6). Everyone has been pleasant and the procedures had been seamless until recently.

From my personal experience, they have no regard for my requests. I have only requested white crowns (unfortunately) for my 6 year old. He originally needed just one after a filling had come out from something he consumed. I sent dad to his appointment with him and my request was overlooked (and later apologized for by the office manager) with my son having a silver crown in the front of his mouth. I called to complain and the office manager acted as if she was concerned and understood where I was coming from. She even went to great lengths to lie and say an assistant had come to inform dad that a crown was being performed and not the fillings that were originally scheduled. Dad says no one came out to inform him of anything at all. Come to find out, that crown was an emergency crown and not the scheduled one. No one informed us. I didn’t receive a call and no one told dad. The office manager apologized more than once and gave me the option to get a WHITE crown or just his fillings at our next appointment. It was discussed that white was my option, (which is a $350 co-pay and I didn’t care, I was paying for it because I don’t like the silver) she scheduled me on the only day the dentist in the office that performs white crowns is working.

Here we are back again for our next appointment. I assume my son will get his fillings done and if a crown was to be performed, someone would say something. No one said anything to dad (who again took my son to his appointment). Dad says they had him back there so long he got anxious and walked up to the desk to inquire how much longer our son would be back there and if everything was ok. The woman at the front desk said she would check. He says in the next minute our son arrived from the back with relief but seemed to have been crying. He checks him out, someone at the desk asks if everything was ok and informs him THEN that our son couldn’t eat for 2 hours because of a crown. His dad checks the gauze and immediately flips because he sees a silver cap knowing we requested white. And not knowing, because no one came to inform him, that our sons appointment had been changed from just fillings to another crown. He informs them that mom will be calling them.

Now I hadn’t spoken to him before the office manager calls me on her own and apologizes AGAIN because our son got a silver crown and not white like requested. She didn’t even have the notes from our previous talk on file. The notes where she said it would be painful to take the silver off to just put white on. How about she offered that this time? She told me I could have him come back and get it switched out. After I expressed my disappointment, she could only say “I’m sorry but unfortunately things happen.” I told her my son will never return. Amongst other things.

I spoke with dad and our son, who says they told him his dad couldn’t come back once he started crying, and once I heard their side, decided to call back. They had me on hold for 15mins and never answered. Today was the last day we did...

Customer support and patient advocacy are vital in health care. The front desk staff at this office lack both.

Why work at the front desk if you don’t want to talk to people?

Why work in healthcare if you don’t want to help people?

Today I called the dentist office to request a referral and authorization for medically prescribed toothpaste. I was advised by a call center representative “we don’t do authorizations, if the insurance doesn’t cover it, you have to pay out of pocket.” I explained to the call center representative recommending provider is responsible for authorization initiation. After 15 minutes of chart review with the call center representative I was advised I’d be transferred from the call center rep to the front desk to speak with the office Manager “Vicky.”

A front desk representative picked up the phone and said “you were transferred to the front desk how can I help you.” Representative didn’t say hello, thank you for calling Doc Breslers this is XYZ speaking. I was taken back by her lack of professionalism and phone etiquette. I stated my full name and asked am I speaking with Vicky. The representative flatly said “ no Vickey is out for the day what can I help you with.”

I asked for her name she said Megan.

I explained to Megan I had been on the phone for over 15 minutes, and that I was under the impression the previous representative disclosed the reason for transferring to alleviate the need for me to repeat my reason for outreach. She interrupted me and said “you weren’t on the phone with me for 15 minutes you were on the phone with the call center” and brushed me off.

I asked Megan if she could have Vicky call me upon her return, and proceeded to give my name and number. Megan refused to take the message. She stated “giving me the patients name is date of birth is easier.” I complied and provided my child’s name, DOB & proceeded with my call back number for the office manager to follow up upon her return. Megan facetiously laughed at my choice not to provide her a detailed explanation for my outreach and explained that Vickey would need to know why I am calling in order for her to call me back.

I asked if there was another manager in office and Megan explained Vickey was the only manager employed at the location in question. In her absence there’s no upper management support or leadership.

I don’t understand why people apply for positions that require patience and communication if they lack patience and communication? Who answers a business phone without saying hello, reciting the name of the practice and or providing their name? How hard is it to take a name and a call back number without having an attitude?

Megan never once offered any sympathy. A simple “I’m sorry about the long hold, and need to repeat yourself I understand that can be frustrating” can change the trajectory of the conversation.

That’s the reason for this review. It’s not about the dentist, dental hygienist, or orthodontist. This review is about Megan who had the ability to make a simple phone call experience pleasant but decided that she couldn’t care less about the patient or the reason...

So we have come here to the Jenkintown location for several years and I have two kids. I have noticed several issues that continue to get bad. One, the waiting room is out of control sometimes. We always book for first appointment and it is not uncommon to see kids abusing the game consoles (kicking it, slapping the controllers, yelling at the consoles) or kids watching videos on their phones and tablets with the volume at unreasonable levels. It continues to amaze me that the employee sitting at the front desk NEVER speak up and ask the kids to turn their volume down, or don't run, or don't kick the Xbox consoles. Second, when I showed up for our annual cleaning, I was given some paperwork to update (general info/insurance/etc) and in my paperwork, the lady at the front desk had carelessly also included a sheet that had the name, insurance info and other private/confidential info for another patient. I saw what their annual allowance was under their insurance plan and many other things....I am sure this had to be a HIPAA violation. It made me worry that this office is careless safeguarding personal information. This office asks for a lot of private information and needs to actually do a far better job of safeguarding this information. Lastly, for the first time I was asked to stay in the waiting room while my kids went back (never asked of me before but I am ok with this) after a while both kids come out without anyone with them. I walk to the front desk, do not see anyone and wait for several minutes and at this point I leave. I later receive a call asking where I was. I told the lady that nobody explained this new process of the kids would come out alone, while apparently the dentist does her notes and THEN I would get an update on this visit. Poor communication by the person taking the children back and I still have yet to hear the details of the visit from the dentist. I will give you an opportunity to respond before I take this review to social media and then look to file a complaint based on poor controls of safeguarding confidential patient information.....Also, FULL DISCLOSURE, I emailed these concerns directly to Doc Bresslers and never heard back so I think this speaks VOLUMES about what is important to them at the...