A patient who first left a glowing review later amended it to claim we refused to treat her.
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A patient who first left a glowing review later amended it to claim we "dropped the ball" and wouldn't treat her.
She was seen for a questionable tooth after she had stabbed it with a toothpick. We prescribed antibiotics and told her to call back if it didn't improve so we could refer her to an endodontist. She called over a month later demanding immediate pain relief; staff had already documented the referral plan. Our regular referral found a fracture on 3D imaging and advised extraction, so we referred her to an oral surgeon. She did not call the referral as instructed, was rude to the surgeon's office and hung up on them, then blamed us for no one contacting her. We were not involved in the breakdown, but we got the bad review. On two occasions she also demanded to be sent only to a "white doctor."
Reputational damage, and my staff had to absorb abusive and racist conduct on two separate occasions.
The referring office called back to try to smooth things over and she refused. I cannot respond to the review itself due to HIPAA.