Affordable Dentures & Implants - San Antonio

Michelle Masi

2 months ago

I am writing to formally report the unacceptable treatment my mother received during her recent visit to your facility. The experience was distressing, unprofessional, and demonstrated a serious lack of compassion, communication, and basic patient care standards. From the moment we entered the patient care area, it was clear that privacy was not being upheld. Conversations and procedures were easily overheard, raising significant concerns about HIPAA compliance. No patient should be exposed in this way. During her visit, my mother began gagging due to the poorly made “temporary” dentures she was given. Instead of providing appropriate medical supplies, she was told to vomit into a trash can. The staff did not have emesis bags available, and although the assistant was kind, she ultimately brought out a large garbage bag for my mother to use. This was degrading, unsanitary, and completely inappropriate for a healthcare environment. The entire denture process has been confusing and poorly explained to both my mother and our family. We were told that temporary dentures are provided so the patient can adjust to wearing them over the first six months. However, my mother has been unable to wear them at all due to severe pain and improper fit. As a result, she has been unable to eat and has been left without functional teeth or usable temporary dentures. My mother is elderly and vulnerable. She came into this process scared and unsure, and she has not seen a dentist since her initial procedure. Today was the first time a provider approached her, and instead of offering support or listening to her concerns, he told her to “calm down” or he would ask her to leave. There was no attempt to understand her pain, fear, or frustration. This lack of empathy and professionalism is unacceptable—especially from someone entrusted with her care. To make matters worse, this all occurred on her birthday, turning what should have been a gentle and supportive day into one filled with distress and humiliation. As her daughter, I cannot and will not allow my mother to be treated with such disregard. I expect a full review of this incident, an explanation of how this situation was allowed to occur, and a clear plan for how your facility will address her care moving forward. No patient should ever experience what my mother endured. The assistance, Veronica, was a god sent to be patience, understanding, showing Compassionate and even provided in writing g the process and the next steps in writing . If I could I would go somewhere else and just pay for the extraction process so my Mother could have a better experience. I want to thank Veronica for her kindness today. You have a heart of gold .