- Details
- Published on Wednesday, 22 February 2012 10:49
Last Tuesday evening I was delivering lectures in Newcastle, and due to get a 7.25am plane back to Bristol the next morning. When I turned up at the airport at 6.20am, I discovered that I needed photo ID to be allowed on the plane. Only a passport or a driver's license would do - and I didn't have either.
I tried my best to convince the airport staff that I wasn't a threat to security, and I showed them our website with my photograph, but unfortunately there was absolutely no flexibility. I had to get the train instead, so I wasn't back until 1pm. I had to cancel appointments and I was so frustrated!
It's that kind of blanket ban style of operation that we've always tried to avoid here at our practice. Our philosophy is to work with people, around their problems and requirements, rather than forcing them to fit into our timetable. We want to avoid those situations where 'the computer says no' and there's simply no flexibility or willingness to accommodate the customer's needs.
For me, that's basic customer service. I'm lecturing all day in Swansea on Friday, but I'm returning by 4.30pm for patients who need work done. Last Sunday morning I came out for an urgent appointment. I don't mind putting myself out in order to put my patients first. As far as I'm concerned, that's the way it should be.
Giving the best advice and care
- Details
- Published on Wednesday, 28 September 2011 16:07
We've had a busy couple of weeks, editing teaching videos, writing papers for publication, and more importantly assessing and treating patients desiring dental implants.It is important to me that patients receive all the options available to them, and in some instances dental implants are not the treatment I recommend. I received a lovely letter from a lady in response to the detailed assessment I sent her after her consultation. It read:
Dear Mr Jones,
Many thanks for the time you spent with me to assess my case.
At this stage I have decided to explore a metal denture with Dr R.
If I find that is not suitable I would then have implants and a bridge.
I was very impressed with your care and attention, and hope that you would consider treating me in the future should the metal denture not be suitable.
Thanking you,
Yours sincerely,
Mrs B.Y.
In another case, where a patient had lost a front tooth as a result of a rugby accident, we placed an implant to prevent bone loss after the broken root was extracted, but have left him with a temporary 'sticky'-bridge until he decides to hang up his boots. A blow to an implant would result in a broken jaw rather than a broken tooth. Again it is down to me to tailor treatment to the whole person, rather than just filling a gap with an implant, and I want to repay patient's trust with honesty and integrity when planning and providing treatment.
That's more than enough for this posting, but thanks for your interest.
Fringe Festival, Rugby and Implants
- Details
- Published on Friday, 02 September 2011 15:12
Had a few days off last week with our oldest daughter at the Edinburgh fringe festival. It helped me realise again that it's no good being at the top of your game if you don't relate to people. It also gave us opportunity to laugh and chat together, before she heads back to a new university course.
I'm back with a vengeance. We have an extra patient tonight who broke his front tooth in a training accident at Bath rugby club. The club dentist kindly said that he'd be best off coming to us for an implant, so that's what we're doing this evening.
We'll remove the broken root, and place an implant and temporary bridge, whilst he has a think about how long he's going to continue playing rugby!
- Details
- Published on Thursday, 11 August 2011 08:47
It's always pleasing to know that we've done a good job at Smiles Better. Here's an example from a patient I received last week:
"I write to thank you for the incomparable service you have afforded me during the period I have been in your care. From the outset I can honestly say it has been an eye opener. There is one remark I will always remember you by - "we are not finished until such time you are completely satisfied". A man to his word.
Your leadership has also manifested its way down to all the Smiles Better Practice staff members, the nurses and front of house personnel have all been very pleasant and polite."
Mr V. B. G.
- Details
- Published on Wednesday, 20 July 2011 09:33
Busy week this week. This evening we're extracting a patient's upper teeth and immediately placing implants and a temporary bridge which we've had made by our technician.
Once the implants are in, we'll take the impressions to have a metal-acrylic temporary bridge made to splint the implants whilst they intergrate.
The definitive bridge will be fitted in three months.
- Details
- Published on Tuesday, 12 July 2011 15:33
Just back from a long day mentoring two colleagues in London. Both of them are studying on the Royal College Implant Diploma Course, and have me as their tutor.
The first case was the colleague's first bone graft, which is a reasonably daunting procedure, and one where mistakes are painful for the patient. We'd done one of Wednesday in the practice, so I was well rehearsed for my part. In the event it went well.
The second colleague was placing his first two implants on his father-in-law, so again failure would have had repercussions of a wider nature. Fortunately we succeeded in placing two implants in the correct position without any major trauma.
We're filming a case this morning to compose a teaching video. I'll let you know how it goes.
