The Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment
Trade Tales: Decoding Customers' Stories
ISBN: 978-1-78714-279-4, eISBN: 978-1-78714-278-7
Publication date: 28 November 2017
Abstract
A university student tries to find a dentist for emergency removal of an impacted wisdom tooth. Only one dentist in the student’s home town of Hamilton is able to squeeze the patient in. Scheduled surgery is postponed by 2 days due to overbooking by the dentist, leaving the patient in a state of suffering and increased anxiety. Surgery goes according to the plan on the rescheduled date; however, the cost of treatment far exceeds what was expected. The student is unable to pay the costs and is poorly treated by staff due to this. What should the dentist/owner do to effectively manage this complex situation?
Keywords
Acknowledgements
Acknowledgments
Brands and names are disguised to protect individuals and corporate brands. The case study has been written by Jarom murphy. editorial comments are provided by rouxelle de Villiers.
Citation
Murphy, J. and De Villiers, R. (2017), "The Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment", Trade Tales: Decoding Customers' Stories (Advances in Culture, Tourism and Hospitality Research, Vol. 14), Emerald Publishing Limited, Leeds, pp. 77-83. https://doi.org/10.1108/S1871-317320170000014013
Publisher
:Emerald Publishing Limited
Copyright © 2018 Emerald Publishing Limited