Aug 09, 2024 – Red Bone – 156683795202557

I had an emergency appointment booked at the Waters Ave location for 8/5/24 at 9:30 am. I received a text the day prior, requesting me to confirm, which I did. Upon arrival to my appointment, realized the office was closed with no notation as to why. Another patient pulled up simultaneously and had informed me he also had a booked appointment and no communication as to why the office was closed. I called the N Dale Mabry location and found out some locations decided to close due to Tropical Storm Debby. Again, no notification from Waters Ave, to let their booked patients know this. My other visits/calls to Waters Ave location have shown me areas of major improvement needed include time management, staffing, communication with patients, attitude and patient education. You cannot however, teach someone to care.

Office manager Kathy and Dr. Sandra at N Dale Mabry location, offered to open the office (same day as storm) and see me. They spent over 1 hour getting to the root of the problem (pun intended). Every single one of my teeth issues were heard, confirmed and addressed. Dr. Sandra took the time, which is rare. She went through every issue and got to the bottom of it. She made it her mission that I walked away with a clear understanding, treatment plan and follow up. I truly felt she and Kathy cared, which is again so rare. They both were just…human. Again, so rare these days. I happily switched over to the Dale Mabry location and it’s truly and only because of Dr. Sandra and Kathy. I felt like a person, not a number.

Waters Ave location and most Dr offices can learn a lot from these two! Dynamically positive first impressions, genuine customer CARE (not service) and integrity will keep a patient for a lifetime. Thank you so much Kathy and Dr. Sandra, for being pure sunshine on what could have been a very crappy day!