Complaint Review: Dr. Charles Williams

I visited Williams Dental Associates on August 24^th,  2009 for a scheduled teeth cleaning, general checkup, including x-rays and exams. The x-ray technician located a white spot inside my mouth, asking the dentist to look at it. Dr. Williams advised me that it could be cancerous, so it would be a good idea to take a biopsy. He stated that it shouldnt be something to worry over, but a good idea as a precautionary measure. I agreed, and scheduled the biopsy to be done on September 2^nd, along with a filling in one of my teeth to be done at the same time. I had the procedures done on the scheduled date. The doctor told me to expect to get a result within 6-14 days. I thought that seemed a bit long for a biopsy report, but agreed to it.
(The most bizarre thing I witnessed was the doctor scolding one of his employees in the hallway over something that had happened earlier in the day.)

The reason for my complaint is as follows:

It is now at the time of this writing, October 9, 2009, and I have still not received the results of my biopsy. Not only is it past the verbal 14 day period, I have been treated with utter disrespect, and the most unprofessional, insulting experience I have ever endured. I am completely at their mercy, as they will not even talk to me. Like dealing with the mob. To make matters worse, I have a pain in my mouth that has been present ever since the procedure was done. I cant chew out of the left side of my mouth.

I have been to this dentist office three times since the procedure was done. Once, to have the stitches removed, and second to follow up on the cleaning, at which time they did a scan of my mouth, to help figure out what is causing the pain. The dentist was not there, so I was informed that I would receive a call from the dentist the following day. I did not get the call. So, I called two days later to make an appointment with the Dentist to help figure out where the pain is coming from. This time I inquired again about the results of my biopsy. This is now the second inquiry Ive made. The girl went to check, and came back to tell me that the results are not in, but I should expect it to take up to six weeks. I expressed my frustration to her, which she passed on to the dentist. He apologized and told me that the lab sometimes takes a long time, but he would call me the following Monday morning with the results, which would have been on September 27^th. Of course, no phone call came. I called on October 2^nd, to inquire again, and they still did not have the results. This is now only my second phone call inquiring about these results. I expressed my frustration to the office manager who answered the phone (Jamie), and she hung up the phone on me. (I did not raise my voice, or use derogatory language). I called back a second time, and asked her why she hung up on me? To make a long story short, she hung up on me a second time. I finally got through to someone who was nice and checked on the report, but said they still dont have the results.

I am complaining to this board because I have been mistreated by this dental practice. The rudeness and patient abuse is highly unacceptable. The doctor has told the person who referred me to this business, that  Mr. Katz has been aggressive and forceful with his staff, and made excessive phone calls inquiring about the biopsy results. The dentist himself refuses to return my call to him.

I have called on three different occasions over a 5-week period, hardly excessive. Upon checking with other members of the medical profession, a biopsy should take 6 days, maximum.
Never once have a received a call from the dentist, or an apology for this erroneous business practice.

I also need to mention that I overheard the dentist asking the office manager, and I quote what the hell happened to these results? and her reply was maybe its under a stack of other papers, I dont know. I was in the exam room, and overheard the conversation.

To make matters worse, I developed mouth sores within a few days after the procedure was done, which was unbearable, which required me to visit an urgent care clinic. I believe it is from un-sterilized equipment used by this dentist. The sores have gone away, but the pain in the left side of my mouth remains, which I will have to get examined by another dentist.

I refuse to let this experience go unnoticed, and I will not give up until this dentist is either reprimanded or issues me a written apology for this unprofessional business practice. Furthermore, I want the results of my biopsy, and I demand to know the truth as to what has happened.