Vista Oral Surgery & Implants - North Raleigh

Simona

6 months ago

When I was originally referred to this practice for my child’s surgery I immediately went to the reviews to gain some level of comfort about the professionalism and care my daughter would receive. The 5 stars brought relief. Unfortunately my experience did not live up to the reviews. When I scheduled the consultation I asked that the details of the surgery not be disclosed in front of my daughter- she’s 9. I was told she would be able to step out into the lobby during that part of the consultation. However during the consultation we were not given space to dismiss my child- the Dr went into graphic detail about what would be done and my daughter physically drew within herself, mortified. I was told that my daughter would need to have general anesthesia for the procedure and therefore the Dr would need to perform the procedure at a different facility and I would need to schedule through the other location but first Vista would need to submit paperwork to the other facility. I was also told that the doctor only worked at this other location on Mondays so scheduling could take a couple of weeks but they would work with the facility to see if it can be scheduled sooner. I was also instructed to follow up with Vista and to not reach out to the other facility. Over the next two weeks I followed up with Vista regarding the scheduling with very little update. A particular front desk staff was consistently short with me and notably annoyed. On the last follow up call she told me that there was an “unresolved issue” between Vista and this other facility. I asked what the issue was because if it was insurance I could call my insurance to see what I can resolve from our side. She flatly responded “I don’t know.” I found this strange since in a previous follow up call she told me she was emailing the facility for follow up- so I am assuming she was apart of the communication regarding the “unresolved issue.” I ended up calling the other facility out of frustration with Vista and they had no record in their system of my daughter needing services. This information was disheartening and I didn’t feel like I had any reason to push back or ask them to dig a little deeper considering how Vista stonewalled my follow ups. I ended up scheduling a consultation with another practice who was able to get me on their schedule within 24hours. They explained the procedure with so much kindness and care and treated us like we mattered. I reached back out to Vista to share my experience with them. The Dr reached out to the orthodontist that referred us and told them I was upset because I didn’t understand the procedure and the scheduling (I did understand). He did not address share the concern I actually shared about being disregarded/looked over and treated like a nuisance. The experience I had with the other oral surgeon was vastly different than my experience with Vista which makes me think the standard of care I expected wasn’t unreasonable, Vista just did not meet it. I hope that my experience was an outlier but I could not, in good faith, let my child be under the care of this practice while under general anesthesia if this is how they treated us while we are awake.