"Today I received a text from Dr. Lyons checking in on how my 7yo son was adjusting to his new palatal expander. Not an automated text, not a follow up call from a staff member, a personal text from the Orthodontist. As someone who's worked in dentistry for 7 years, I truly appreciate the level of care and attention Dr. Lyons has provided. Wow! My son has been struggling for the past several months with being incredibly sensitive, and really amplifying the slightest of discomforts or inconveniences to him. We were dreading an ongoing battle of nightly turns and proper oral hygiene; we never thought that he’d be able to calmly adapt to a new fixed appliance.
He was resistant the first couple nights but after the second time he tried to avoid the turn, I basically said that it was ok, that I'd let the office know that he chose not to do it, and that he wouldn't get his stamps. (Their reward system.) Boy, he quickly changed his tune! Now he reminds us that we need to turn the key, no complaints, no whining, no pain, he’s practically eager. He makes a routine of laying down and taking several prep breaths, then we turn the key and he says "Okay! Easy peasy!" I've started to wonder if it was even working because he hasn't complained since the second turn.
I'm so impressed with the caliber of staff Dr. Lyons has teamed together. They’ve done such a wonderful job creating an environment that motivates and comforts the patient, and as the parent, I'm incredibly impressed with every step of the way. The lobby is designed for kids, and not in an obnoxious juvenile way; it’s warm and inviting for all ages. Know what’s awesome as a parent? Being able to bring the siblings; they’ll be totally fine playing in the fort-like kids only room.
The billing team was efficient and knowledgeable, and able to adapt to new info on the fly. Nancy, the patient care coordinator, has been so helpful in walking us through this process from translating terminology to scheduling a series of brief but rapid appointments, to welcoming us in such a way that makes me feel like I’m not viewed as just an account number, but a supportive mom of an awesome kid.
Each clinical team member has been competent, friendly, and attentive, but not doting or babying of my son, just empathetic and supportive. Moressia and Heather kindly approached him as an intelligent person who's capable of making his own decisions, presented expectations/needs, listened not only to what he's saying, but how he's saying it and what his body language is communicating. Then they guided him to meet those expectations and applauded his success when he met them.
I watched how he was starting to freak out (so very common lately) at both the impression, and the fitting of the appliance appts, and I could see how Moressia and Heather read some of his cues and were able to intercept with support and empathy, using little tricks of the trade, before he could escalate into what lately would have become a full blown meltdown of tears and screams. That's some serious skill right there! It was so much more than managing a tricky patient, it was finesse, confidence, higher level thinking, mastery of technique and speed, patience, and cool-headedness. His own school teacher struggles with reading his cues, and Moressia and Heather picked it up in about 90 seconds.
And then to follow up with a personal text, using my son's name, from a number that doesn't say it's an practice number, but implies that it's actually coming from the orthodontist? How many healthcare providers do that?! I don’t know many that do, and it sure says a ton about they kind of care she’s providing.
I really am incredibly impressed with North Seattle Orthodontics. I’m so grateful that they’re providing SO MUCH more than just straightening teeth. These touches shape how people view/approach dentistry, and I truly believe that they’re changing the narrative of “going to the dentist”, and that's a beautifully powerful thing."
- Briana E.
Review Verified on 1/29/2019