One of our greatest achievements is providing our patients enduring health and function. Another great achievement is providing a care experience that is not only pleasant but enjoyed. To these ends, we strive to relate to all facets of our patients and their lives. Our greatest joy is to know that we have achieved our goal.
An oral surgeon recently gave me an object lesson in customer relations. My dentist had referred me to this periodontist for removal of some jawbone to facilitate installation of a bridge. During my preliminary visit the periodontist explained exactly what the procedure entailed and the recovery scenario. Then came the bad news! My health insurance didn't cover the substantial cost of this procedure.
It sounded like a lot of dough for 90 minutes in a dentist's chair with a local anesthetic. Hell, for that kind of money he could at least put me to sleep! The following Monday I was in his chair, needled with Novocain, and the cutting, filing and scraping went on for more than two hours.
Back home that evening, feeling slightly sorry for myself while applying an ice bag to my jaw, I received a phone call. "This is Karl Rose, how are you feeling?"
"Who the heck is Karl Rose?" I wondered. Then it hit me. He's the surgeon, and he's calling me on his own time!
After assuring him all was under control, I analyzed my reaction to his call. The cost of the surgery was no longer a factor and the discomfort of the two hours in the chair was out of my mind. What I felt was a kind of elation. Here was a doctor who cared about me. Most important, his show of concern was voluntary, not a response to a complaint. He demonstrated that he cared.
While I haven't met any of his associate periodontists, I would bet they are cut from the same cloth. Why am I so sure? Because all of the nurses and staff that I have met reflect his interest and concern for their patients.
The example of your management will influence the attitudes of your personnel, and their attitudes will influence the ultimate success of your company.
— Alan, Washingtonian
To Dr. Rose and everyone in the office:
Thanks for your skill, kindness and sense of humor. I appreciate it all.
Dear Karl Rose,
Thank - you for keeping my recent oral surgery under close watch! Your knowledge and professionalism are very rare gifts in Medicine and Dentistry. You shine bright in your professionalism and deep knowledge. You also have a wonderful way with patients - as does your staff! Thanks!
Tony and Neil;
I really can't express my appreciation to you adequately, for everything you both have done to give me my smile back. As you warned me more than 3 years ago Tony, it was a rough and long road, but the result is magnificent, and was well worth the effort. Each of you is a gifted professional, but more than that, you were so personally invested in my case that I felt guilty at times. Excellence does not happen by accident. It is the result of education, diligence, and a strength of character to mold events to your vision. Even when it seemed that things wouldn't work out as we hoped, you both were able to adjust to the reality presented, and make the best choices available to us at the time. I never felt like a patient, because you allowed me to become a collaborator.
As the beneficiary of your combined efforts, I can truly say that the outcome was worth the pain, discomfort, and expense. As expensive as the total cost was, I know it was not close to the true value of your services. Both of you were extraordinarily generous with your time, and put my welfare ahead of any economic concerns....I am eternally grateful to you both for that generosity.
I can certainly remember some difficult moments. The original diagnosis, at a time in my life and career when I didn't need another burden, was tough for me. I remember the first conversation that Tony and I had about you Neil, when he felt so conflicted by his duty to me as his patient (and friend), and his professional ethics regarding a colleague that he thought was competent, but not nearly as skilled as you. It's very clear to me now why Tony thinks so highly of you, and the artistry that you bring to your craft. Even in the midst of that first bone graft, when I was anesthetized, but conscious, it was extraordinary to listen to the two of you (my favorite mad scientists), as you bickered over the best methodology to complete the operation. Even though Tony had prepared me for your unique working relationship, it was interesting, to say the least, to be in such a vulnerable position, and not worry , because I trusted you both, without reservation.
Please convey my appreciation to your staffs as well. I know that my case required all sorts of special considerations that required many of them to go out of their way to accommodate me. The scheduling alone was a nightmare. Their professionalism is a testament to the ethic that you both inspire...excellence, at any cost.
I know we'll be seeing each other...after all, I've got a Lexus in my mouth, that will require expert maintenance. I did not want this moment to pass through, without expressing to you both my sincere appreciation for your skill, your caring, and your friendship.
Dear Dr. Rose:
I just wanted to let you know how happy I am that I found you. I think you are both persistent and patient, qualities that I want in my periodontist - persistent in that you 'went after' that unexpected, but tiresome, debris in my tooth root-holes, and patient in that you had to try to break the floor of the sinus cavity maybe 5 times. I would have gotten frustrated and hit it harder (a bad idea I am sure).
So, I appreciate your effort to put my mouth back to right. Also, it is a relief to me not to have to feel that I have to second-guess every single step (and get second opinions on everything). Thanks so much.
P.S. You have a nice web-site.
— Mrs. B
I wanted to thank you for getting my gum problems corrected. I've been really concerned about it for some time. You said we would and we did. I also want to thank you for your concern after my perio surgery. You called me at home and inquired about how I was doing and that was nice. You and your staff have acted most professional while dealing with me.
Hope your back gets well soon. See you in December.
Several weeks ago you asked me to give you my evaluation of your dental practice overall. I apologize for taking so long, but I wanted to be thoughtful in my response, and it has been a busy period for me. All things considered, I give the practice very high marks, a strong A in my book.
You excel in what counts most - instilling in the patient a confidence in the competence of the practitioner. In my experience, you do what you do exceedingly well. I suspect that you are among the very best in your field. I especially respect the fact that, through the years, you have been honest with me about what you did and didn't know, what you could and couldn't predict with outcomes. That kind of up-front frankness goes a long way toward building confidence and credibility.
In addition, I have always found your staff - front-office and hygienist - to be competent, efficient and pleasant. Rare has been the occasion when I have had to wait past my appointment's scheduled time - and then only for a few minutes. (Such has not always been my experience with other medical practices.) The staff has consistently been helpful in promptly providing insurance forms. The office physical environment, too, is pleasant and inviting.
It is important to remember that, medically, in terms of what needs to be done, you are likely to be way ahead of many if not most of your patients. They may be clueless about how bad off their teeth/gums are, what needs to be done and how much it's likely to cost. (I certainly was in the beginning.) Learning (and facing) the facts can be a real shock. Patients may need to be coached, brought along, educated. That requires time, patience and human relationship skills that I suspect can be maddening at times but that are also important to a good practitioner-patient relationship. You do a good job in this area. But it's probably worth reminding yourself every now and then of this aspect of your practice, as it must be easy at times to forget, when you know what needs to be done.
In my experience, you have built and maintain an exceptionally fine practice. Keep doing what you're doing.
Thanks for giving me the opportunity to comment.
Dr. Rose and the staff of PIAGW -
I wanted you to know how much I have appreciated your help over the past months. Everyone has been so pleasant and cheerful, so responsive to my lists of questions and so reassuring in the face of my anxieties about every new procedure. Even your "on-hold" music is enjoyable!
While periodontal work isn't on my list of favorite things, you all certainly are!
With much thanks,
Dear Dr. Rose,
Along with my mom, we want to express our sincere appreciation to you and also your entire staff for such sensitivity and superb care. I feel very lucky to have the opportunity to see such remarkably committed medical team care for my mother as she grows older. You give me great strength.
With the utmost sincerity,
Dear Dr. Rose:
I want to take this opportunity to thank you for the excellent dental care you have provided in the many years I have been a patient of yours. Your in-depth knowledge of the most complicated aspects of dental care, your professionalism, and the state-of-the art practice you have developed put you and Periodontal & Implant Associates of Greater Washington at the top of your field.
And I am continually impressed with the quality, professionalism, and efficiency of your dental assistants and staff. They always know what needs to be done, either in the front office or the treatment rooms, and handle their job expertly, courteously, and efficiently. And in our busy world, I especially appreciate the punctuality of your practice. I don't recall ever waiting more than a few minutes before being ushered into the treatment rooms.
Above all, it is clear that you put your patients first. And you certainly provided more evidence of that this week when you reattached the crown and post that had fallen out that another dentist had inserted (and to whom I went only because crowns are not a part of your practice). You were extraordinarily generous to do the work without charge, and I am most grateful.
Thank you, Dr. Rose, for providing such a fine dental practice and such excellent service to me and your many, many other patients. I look forward to continuing to be a patient for many years to come.
Sincerely and with appreciation,
— President of a Non-Profit Organization
Some holiday sweets for the best staff I've encountered in any medical or dental office ~ and I've known some good ones (and others not so good). Trust me, you're the tops!
To all of you, warmest wishes for the New Year!
Dear Dr. Rose:
Dave and I have decided that to ensure we continue with the best periodontal care we've ever had, we should spend part of the year in Maryland.
Comparing your care with past experiences makes our choice to remain under your care and easy one.
It's hard to believe it has been three years since I started the implant process. Finally, it has come to completion and I couldn't be happier and more satisfied with the outcome. I will admit that I did have my doubts about the success of this procedure, but I am glad that I stuck with it. While I won't miss the shots of Novocain, the stitches, or swelling. I am glad that I came to you to have this done. You did a marvelous job.
I would also like you to know what a wonderful staff you have. Lia and Evelyn always welcomed me with a smile at every appointment, asked how my wife and daughter were doing, and were so supportive when the first two implants failed. They are both wonderful people and I am thankful that they were with me throughout this entire process. I would be remiss if I didn't thank Margaret and Sandra who were the first to greet me when I arrived and always got me in for a 7:30a.m. appointment. What a great team you have!
Thanks again for the wonderful work you and your team performed. Take care and have a great summer.
I recently had gum surgery with Dr. Karl Rose. I have never felt so taken care of, as I was by Dr. Rose and his staff. Their professionalism, patient care, and attention to detail were extraordinary. For example, when I left the office after the surgery, I had a plastic bag of items that they put together for their patients - a tea bag in case of bleeding, a small bottle of water, and a popsicle to freeze. All of these items were useful (though I did use the tea bag for tea b/c there was no bleeding). The consideration of Dr. Rose and his office to anticipate possible healing issues exemplifies their patient care and attention to detail. Their care did not stop there. Dr. Rose's nurse called me a couple days after the surgery to see how I was doing. She also had given me Dr. Rose's cell phone number in case of emergency with the comment - use it if you need it; if he didn't want calls he wouldn't give out the number. I never needed to call because everything progressed without any issues. I know this is a long comment to provide, but I truly was and am impressed by the care I received from Dr. Rose and his office, and with the results of my surgery. I give him the highest recommendation.
Dr. Rose is fantastic.
I would never consider anyone else.I have been a patient for many years and have had several gum and implant surgeries and regular periodontal care. Dr. Rose has provided first rate care with extraordinary skill and expertise, intelligence, confidence, thoroughness and thoughtfulness, tremendous concern for my well being and comfort, and always excellent humor. The entire staff is superb - professional, helpful, friendly, punctual and attentive.
— Tom H.