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Unhappy with Treatment ... Refund?
A problem patient of this magnitude is the first of a kind for this doc in 20 years of practicing

linny13
Member Since: 09/06/13
Post: 1 of 24

I have been treating a patient for 24 months with full fi xed appliances. This patient had
an impacted maxillary canine and severe amount of crowding in the lower arch. The patient's
mother did not want to pursue Phase I treatment when she was younger and knew going into
full treatment that teeth would need to be removed (I have a note in the chart signed by mom
years ago after starting expander therapy only to say it "wasn't for them" and insisting on ending
expander therapy immediately).
A few years later, we started full treatment and extracted the four first bicuspids. We also
brought the impacted canine into the arch.
I am now in the finishing stages of treatment, and told the patient and mom, who were eager
to finish a year ago, that we will likely take the braces off in May or June.
I got a call today from the mother stating that she went to three other orthodontists last
month and they all stated that treatment is not finished and that they would have treated and
finished the case differently than I did.
She stated she wants a 50 percent refund of her money since her daughter's treatment will
need to "start over."
I am happy to give this woman a refund, but in 20 years, I have never experienced such a
disgruntled patient, with no real prior warning that they were unhappy with the outcome.
I'm just trying to wrap my brain around this and wondered if anyone else experienced a
similar blindside by both the patient and colleagues. n
3/22/2017

zxzxzx
Member Since: 02/28/03
Post: 2 of 24

1. This lady is borderline crazy. You might be better off just refunding her the money. Get a
signed release and be done.
2. Otherwise remind the mom you are not done yet and perhaps the other orthos did not
realize that tx would go until June.
3. Or ask mom for the name of one or two of those orthos so you can call them and find
out how they see things differently. Tell her that you might be more inclined to offer the
refund after you talk to them.
The big deal in cases like this is the chance mom will make a complaint to the board. More
than likely you'll win. But what a hassle. Paying her off and getting a signed release reduces
anything like that happening.
The real way to look at this is as follows:
Original fee: $5,500
50 percent: $2,750
Approx. refund in real dollars (in other words, after taxes, which depends on your tax bracket
and state tax rates): $1,600. Is it worth $1,600 for this mom to be out of your life? n

3/22/2017

linny13
Member Since: 09/06/13
Post: 3 of 24

MAY 2019 // orthotown.com

Thanks for the info. I did ask who the other clinicians were and she stated she did not want
to divulge. I agree that it would be nice to speak with them about how or what they see that I do
not. The money is really not the issue. I am happy to provide her with a refund. The change in
attitude toward me/the practice and treatment came out of left field; this is what is bothersome.

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