2 years ago
My mother got her treatment done (extraction, surgery, and removable partial denture) at Focus dental care, which lasted for several months with around 20 visits to the clinic.
Let me start with positive aspects. Aesthetics, hygiene, and general atmosphere of the clinic is top class. They have excellent support staff and all doctors (Dr. Isha, Dr. Monica and others) are very nice, courteous, and helpful. It does give a feeling and confidence that one is getting treatment at a good place. Dr. Ajay is nice, and an expert prosthodontist. He also received dental excellence award recently, very well deserved.
We still left with an unpleasant experience at the end. First of all, the appointment would never start on time. Average wait time was 30-40 mins, sometimes we had to wait, on weekdays, for more than an hour! I complained about it multiple times but no improvement till the end. I understand that doctor is busy, but so we are! This is a premium dental care place, and many patients of the clinic would be well placed working professionals for whom time is valuable.
Treatment got delayed a lot and we adjusted our travel being an outstation patient. This is fine, but at the end we received a denture that was faulty. My mom has been using dentures in the past, so she is aware of the pain it causes in the beginning. But this one just got worse every day! We did visit the clinic couple of times, got it rectified, but then doctor said use it more and it will be fine. My mom went out of town after that, and then situation became worse. Her mouth was full of terrible ulcers which wouldn't go, the bite was not proper. We tried everything, i.e. not using denture till ulcers heal (as suggested by clinic), applied lotions etc. She was in great pain. We then visited our family doctor, who is a senior dentist with 30 years of experience, and HoD in a govt. dental hospital in Rajasthan. She said that the denture design is wrong, wires are misaligned, and so are teeth at the lower part. We then consulted another prosthodontist and he said the same, that making adjustments in this denture is not going to work and it requires making a new denture.
We then called the clinic hoping to speak to the Dr. Ajay to take opinion. We did mention that she is in a great pain, unable to eat or even talk properly. Still Dr. Ajay didn't talk to us, neither we got his direct number. Another Dr. who spoke to us said just don't use denture and it will be fine. We said we tried everything and its not working. We then asked if we visit the clinic and if you check and find out that a new denture is needed, would you do it. All we heard, Dr. Ajay is a renowned dentist, his denture cannot be wrong. May be your mom doesn't know how to use the denture. May be it will be fine after some time. The only commitment that we got was 'we can see you at the clinic'. Well thank you for your generosity. However good a doctor is, he/she can make mistake. Two senior doctors, and the patient's agony cannot be wrong. It is human to err, but one should be gracious enough to accept, or at least give a confidence that don't worry, we will take care of it. Also there is no harm in Dr. Ajay speaking to patients in such situations, seniority or popularity shouldn't take away the humility.
Focus dental care just washed off its hand once the treatment was done. Probably they thought they will have to redo it for free, but we were willing to pay! We got the sense that it is going nowhere, and then opted for a new denture all over again. Thankfully the new denture is perfectly fine.
I thought to share it so that people can take informed decision about their choice of clinic.