Over the past 19 years, it has truly been a privilege and a distinct pleasure to work with some wonderful and amazing families in helping create so many beautiful smiles in our community. However, over the past several months, we have been aware of some unscrupulous individuals who have been creating repeated false and misleading statements on the internet about our practice. Since that time, we have been monitoring the situation very closely and have positively identified the persons responsible for this criminal activity. Our research thusfar indicates that it is only 2 or 3 individuals that are actually responsible for creating all of these false statements and reviews about our practice. We are in the process of a complete and thorough investigation that will ultimately lead to full prosecution of these few individuals for the crimes they have committed.
As you know, we continue to request patient feedback on actual experiences with our office so that we will continue to monitor and improve our services to you. You may provide us your feedback via our website at www.Lach-Ortho.com . Just click on “Active Patient” on the center tool bar on our home page and go to the section under “Patient Satisfaction Survey” in order to submit your comments directly to us. You may also fill out a yellow patient survey slip at your next appointment visit with us or notify an office assistant that you would like to speak to someone and we would be happy to talk to you. Due to the extraordinary technological advances in the field of orthodontics over the years, we have grown very accustomed to creating high quality smiles in a fraction of the time, with far less discomfort and inconveniences than ever before. Along with these immense changes, we realize that your expectations of us as your preferred chosen provider of orthodontic services in our community have also changed. Our overall goal as an office is to continue to find ways to improve our services and deliver according to your evolving standards and expectations. As a result of some of your previously expressed concerns, we have recently implemented several office protocols which we feel will better address your needs.
Since treatment times are much shorter than in the past and appointments are much fewer, we realize that your opportunities for interaction with our staff and doctor have also been reduced. As a result, we would like to now offer routine progress review appointments with me for one on one discussion regarding any and all aspects of your ongoing orthodontic care with us. We believe that these added appointment times will create the optimum forum to foster quality communication between the doctor and patient which will lead to a greater understanding of the progress toward planned treatment goals.
In addition, we have developed community forum meetings which will take place on the first Monday of each quarter in order to address these and all of our office protocols in a closed panel format. At these meetings, we will ask our invited panel of patients and parents to provide us with valued input as to how we can better help serve the needs of our patients. We also are hopeful that this will also lead to greater understanding and awareness of some of our office functions and educate patients and parents on some of the resources that they may not be aware are available.
Our convenient office location allows parents many opportunities to patronize neighboring establishments such as Publix, Kiwi Ice Cream and Frozen Yogurt, Blockbuster, etc. In order for me to address any and all of your concerns with treatment personally, please allow us that opportunity by meeting with me chair side at every visit. Our clinical staff are instructed to invite all parents back in the treatment area at every visit and will document your attendance and all questions in the patient chart prior to our important meeting time together. We would like to ask both parents, if at all possible, to be present at each visit in order to address all concerns at once and refrain from leaving the office until the appointment is complete.
As always, I am also available by phone anytime just in case an unanswered question or concern arises. You may also reach me via e-mail at info@Lach-Ortho.com.
We sincerely hope that these newly instituted office protocols will help better address your concerns and exceed your expectations from us. We thank you again for the opportunity and privilege we are given to work together with you.
--Dr. David Lach
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