Gail of Elmhurst, Illinois

07 Jun

From the polite text reminders regarding our appointment time to the coffee and cookies provided in the waiting room, Dr. Forbes’ office is managed with client service in mind and it goes beyond conveniences. When my teenage son, John, and I were driving in for his consultation appointment, traffic was so congested that at 6 pm my GPS was telling me we still had 30 minutes to go so we were not going to make it on time for our 6:15 appointment. I called Dr. Forbes’ office to let them know and asked whether they would still take us or whether we needed to reschedule. The response was overwhelmingly positive – they were more concerned about my stress than about us being 15 or 20 minutes late. Further, even though we were very late to our appointment, when Dr Forbes saw John he was not rushed in any way. Now to the heart of the matter; the fore-mentioned would just be irrelevant window-dressing if John’s exam did not go well, but Dr Forbes’ approach to John and his case was thorough, analytical and collaborative. He discussed the complexities of John’s case bringing us along by showing us X-rays, bite models and photos from studies. Having managed John’s treatment which includes two surgeries for over five years, I very much appreciate that Dr Forbes did not dictate what the next step should be but offered his expertise and knowledge of what the options are without any condescension or judgement. Also, John felt treated with compassion and respect; he has been through a lot so for him to even consider extending the timeline of treatment, not to mention putting braces back on, tells me that he trusts this doctor and John is quite discriminating in this area. John’s case is a puzzle best solved by collaboration among many people and I can tell from our interaction with Dr Forbes and his staff that they will be positive additions to our team, effectively working with us to bring John to the best possible outcome…I have already made our next appointment.