ComplaintsforMorgan Family Dentistry

• Initial Complaint

  11/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to this office on November 9, 2023 for an appointment which I had made over the phone. The purpose of the visit was because I had bit into something that caused my teeth to become loss and I was having pain. I ended up having to get the tooth pulled. I went back to the office on November 16, 2023, today, for a followup to have the extraction site checked. While I was there I obtained a copy of my medical report and dental records which aren't correct. There is things written in my medical report that wasn't stated and there are things that was stated or discussed that was left out, missing. Which makes the report legally wrong. I want it corrected. I told the dentist during my visit that I had had an accident and bitten down on something that caused the tooth to become loss. That information was left out of the report. I need this corrected so I can file my accident claim with my insurance company. I talked to the office manager, ****, who refuses to correct their mistake. Her excuse is legally she can't change it. I asked her why? The report is false and isn't the truth. I want this corrected. This isn't how patients should be treated by putting lies in the report and omitting the truth.

  Customer response

  11/21/2023

  I was so upset when I filed my complaint I forgot to include that I did not go to this dental office alone. My husband was with me and was sitting in the examine room when the conversation took place. In fact, he was talking to the dentist and her assistant when she was in the examine room. The assistant kept stepping out of the room to do other things and wasn't present during the whole conversation.

  Business response

  11/29/2023

  Please find response letter attached as requested. 

  Business response

  12/13/2023

  Please See attached 

  Customer response

  12/19/2023

  Ms. **** Balchuck:

   

  What you have stated is far from the truth. I will address what you had to say one at a time. 

  First off the dental assistant. ******** ***** wasn't present during my entire visit on November 9, 2023. Nor was she in the exam room the whole time. She was standing in the doorway behind me. I know she did not hear the entire conversation I had with the dentist, Dr. **** or every statement I made to the dentist. The assistant, ******** ***** was also talking to people in the hallway and listening to them. It was loud in the office hallway with people coming and going, and talking. She wasn't paying full attention to what was going on while I was talking to the dentist. She wasn't in the room when the dentist asked me what caused my tooth to become loose, how did it happen? She didn't hear my statements or explanation to Dr. **** when I said I had an accident while I was eating an apple. I bit into it and it caused my tooth to become loose. It happened two or three weeks ago I think. It had gotten looser, hurting and I have tried to pull it myself. And the dentist said to me, how did that work out for ya? We all laughed. I said not too good, you see where I am. We were still laughing. My husband was present the entire visit and he heard the entire conversation. He sat facing me and Dr. ****, and participated in the conversation. He heard everything that was discussed, but the assistant, ******** ***** did not. 

  Second, I said nothing about work or needing a note to the dentist until after my tooth was pulled. But that has nothing to do with yall falsifying my dental records by not putting the entire conversation in the record or leaving out what was actually said between myself and the dentist, and adding things that weren't said. The dentist knows I made the statement about how my tooth became loose. Why she is not telling the truth I do not know. Maybe she doesn't remember but she does see other patients, she should just say she don't remember if that's the case. Unless she is trying to cover for the assistant or herself. Which is wrong on her part. 

  Third, I did not ask the assistant to change the records on November 16, 2023. She obviously misunderstood what I was asking her for. I told her I needed a copy of my dental records with what was charged to my insurance company. Because I wanted to file my accident claim. Then she went to the front and told you or someone that I wanted my records changed which isn't the facts at all or what I asked her for. She came back to the exam room and stated they are getting your paper ready. I stated what paper because I was confused, that should have already been done on the day of my appointment. What I received was a false report. Because the entire conversation isn't present in the record. Yall only posted parts of the conversation, not the entire conversation which makes the report false. So that is falsifying a patient's medical records. I tried to explain this to you but you would not listen. You also weren't present to hear the conversation or involved in the conversation. But I know what statements were made to the dentist. I wasn't in that much pain that I do not remember, nor had I taken any pain medication. I remember everything I stated to the dentist. 

  Fourth, The records you gave me are not the correct records.I did not say I wanted my insurance company to pay me for my appointment either. I said I needed the records to file my accident claim. Which has nothing to do with insurance. Why would I say that when my insurance was filed before I left the office on November 9. 2023? That's why I asked the assistant for the records. To see what yall filed. This office has already been in the news before for insurance fraud.  Since yall are refusing to give me the correct records of what was said or done in this office that leads me to believe yall are doing something illegal again. As the patient, I have a right to a correct copy of my medical records.

  Fifth, my self or Connie Wentworth, the Aflac agent, did not call your office to ask for the records to be changed. It was to inform you that the records weren't correct as written. Connie Wentworth did not call your office and tell you that she tried to explain to me that making false claims wasn't legal. I already talked to her and she told me what you have stated isn't what she called and said to you. She told you on the phone what she needed was an amendment to the records because the records yall wrote were false. That was it. Again, you have added things that weren't stated. 

  Sixth, I did return to the office to explain to you what was written in the records wasn't correct. The entire conversation wasn't present in the records and things were added that weren't started. The statements you claim I said are not correct. All the conversation isn't present in the records. Yes, I was upset and crying when I left the office because what yall have done is falsified my medical records, and refuse to make it right. I did not threaten retaliation either. You are trying your best to point the finger at me, the patient, but I have done nothing wrong. I have the right as a patient, as so do every other patient, to have the correct things written in our medical records. This is what happens when people or employees write what they want. 

  I am a Christian person and I try to live a quiet life. I'm not a dishonest person who does things against the law. As you are trying to make others believe to cover up for this office's mistakes. All of this stemmed from people in the office not telling you the truth about what was actually said and done or the records would be correct, a patient would not be hurt and we would not be going through any of this.

  Seventh, while we do live in a small community with family and friends there are still medical and dental practices that do things they shouldn't. And this is one of those times. when things were not done on a professional level. 

  While I wish this office the best, no one has asked for records to be changed or falsified. Only for this office to correct the mistake. Yall have already falsified records by not having the whole correct conversation or statements in the records, not part of it, and by putting false statements in the records that weren't even stated. So in essence this office has already falsified records. 

   

  ******* ****

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