A Local BAEDT Dentist's Reply To My Enquiry!

Derfette

Derfette

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I recently contacted a local dentist to come and check my horse. I explained the situation and that he'd been checked regularly every 6 months for the last few years. I also mentioned that in the 11 years that I've owned him, he'd never had power tools used, so asked if it was possible, I did in no way "dictate", to only use hand tools. This is the email I got in return. :mad: They are a registered BAEDT and recommended by BEVA.

"I think it would be best if you arranged for someone else to do your horse. The reason we use power equipment is because we can do the job to a far higher standard and some problems can simply not be resolved by hand. The horses also respond better to power equipment in most cases. It is frustrating when clients ask us to do a job then try to dictate how we do it as we are the professionals who do this every day and we deal with about 50 plus horses a week, often very nervous. I am simply not prepared to do a sub standard job when your horse would almost certainly be perfectly happy and if it wasn't, we are not stupid but would hand float anyway."

Would be interested in reading your opinions.
 
I can see where the EDT is coming from, but the way it was worded just wasnt professional.

There is no way that even I, as a student health professional would write to a patient in that manner. In layman's terms, yes, but professionalism must be maintained!.
 
SusieT said:
Depends on the email you sent him first...
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The first was just a general enquiry about coming to check my horse, explaining who I was and that they did my horse's field mate and the second message I sent, is below,

"Sorry, fogot to mention, if possible I would like only hand tools used, Fred's very good at having his teeth done and in the 11 years I've had him, he's never had any power tools used on him.
Thanks."
 
He sounds like a right grump, I would steer clear if you have other choices.

You could forward the email on to BEVA and ask them their opinion on whether the customer should have a say whether power tools are used on their horse? Would be surprised if they said no.......and copy the old grump in!
 
You see my unqualified, but ancient and has been doing it for years dentist will no use power tools generally as they have no feel to them, and it is less possible to tell when the teeth are done apparently. My vet also has only ever used hand tools in the past.

Sadly some dentists seem to rasp the teeth completely flat smooth, which is just as bad (if not worse) than having a few edges imho. How can a horse eat with completely smoothed off teeth?

Doesn't sound like a dentist you need to bother with tbh :)
 
I don't think it's worded particularly professionally. However, I can see their point - they know what they are doing, it's also in their best interest to do the best job possible - and I think the most up to date thinking is that power tools do a significantly better job. Also, as you mentioned that your horse is fine with the dentist and has been all along I suppose it's hard to understand why they wouldn't start off with the power tools. If you had emailed and said your horse had had a bad experience and was nervous etc. etc. then I can see that the reply would be inappropriate.

To be honest they sound like they've had a bad day and are not struggling to get customers so can afford to turn away anyone they think is going to be a problem - nice situation to be in, although they may have to review their customer service to keep it that way!!
 
I don't think it's ever acceptable for someone being paid for a service to speak to a customer in that way. I'm sure it is frustrating for them to be asked (probably by every other client) but there are ways of dealing with it that will ensure they keep their customers. Personally, I would just have replied to you saying that yes it might be possible to only use hand tools and that I would assess the situation on site. After all, you did say 'if possible', you didn't demand that no power tools be used. On site I might take a look and then say something along the lines of, "I can't properly complete this using hand tools alone and I'm unhappy leaving your horse uncomortable - would you mind if I try a power tool and see how he responds?"

I'd just forget it and try elsewhere, if their initial contact with you is along those lines, it's unlikely to ever improve.
 
I can understand what they're trying to say too, but if it had been worded differently, I would have been very willing for them to have come and had a look at him.

Now as I hope you all can understand, I won't be using their services. I've since spoken to another dentist and found them to be understanding and very professional. Let's hope all goes well in a couple of weeks!
 
Walrus said:
I don't think it's worded particularly professionally. However, I can see their point - they know what they are doing, it's also in their best interest to do the best job possible - and I think the most up to date thinking is that power tools do a significantly better job. Also, as you mentioned that your horse is fine with the dentist and has been all along I suppose it's hard to understand why they wouldn't start off with the power tools. If you had emailed and said your horse had had a bad experience and was nervous etc. etc. then I can see that the reply would be inappropriate.

To be honest they sound like they've had a bad day and are not struggling to get customers so can afford to turn away anyone they think is going to be a problem - nice situation to be in, although they may have to review their customer service to keep it that way!!
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This :) Having spent some time with a famous BAEDT and asked this very question, I had a reply where I could hear the sigh which wasn't out loud, but was patiently and politely explained to about why power tools were better in most cases, and how yes he carried non-power tools in case a horse really did not respond well to them, but normally it turned out to be the owner's hang up, and the horses were ok with the power tools.

I *think* most if not all BAEDTs use power tools, so I'm guessing this chap thought your previous EDT was not qualified through BAEDT. Its a rigorous, expensive and gruelling process to qualify that way, and he sees horses every week who have been treated by "EDTs" who are not as well qualified (if at all! :eek:) and has to deal with the aftermath of horses who not only haven't had correct dental treatment, but have had incorrect dental treatment. :( If your chap is the same and spent over £10k (I think its nearer 20) on the power tools, he too might be feeling grumpy at being asked the same well intentioned question for the nth time that week.

That said, I'd be grumpy at receiving a reply like that, and wouldn't use them on principal either ;)
 
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In my limited time of horse ownership, 11yrs, I have always had teeth done to the highest standard.
None of my horses have seen a power tool.
Bex if you want the name of a dentist locally pm me and I will give you details.
Have used her(probably gives it away) and found her very good. Great with sensitive horses.
 
lubuzz said:
You = Paying customer.

You decide what your horse needs/prefers.

End of really...
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Him = expert with years of training and experience behind him.

Just playing devil's advocate here, you understand :p

I have been in a similar situation to the EDT and asked to do something involving my expertise, but had the manner in which I could work with the horses and owners prescribed to me, and in my opinion that would limit the effectiveness of my treatment. I politely declined the work; for my own integrity.
 
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He/she could have said the exact same thing in a way that would make you like & want to use them - for example, "perhaps we could try the power tools, some horses don't mind them and I want to do the best job I can...." It would have made all the difference.

IMO rude professionals don't get as much work as lesser experienced people with manners ;)
 
The two dentists I have used are both registered with the BAEDT and neither have every used power tools (not to say that they don't have them, just that hand tools are their first choice.) I understand what he is trying to say but unfortunately he didn't word it well- he is probably a great dentist, but without many people skills! Reminds me of a letter I got back once from a house alarm company after I finished their services :rolleyes:
 
Their atitude sucks. If they were that impatient with a perfectly reasonable email from a potential customer I would not trust them to have sufficient patience to handle my horse. OK, he may have years of training and experience, but being good at your job requires far more than just technical competence - especially where horses are concerned.

I would not use them and I would bad mouth them to my contacts. You know what they say - if you give good customer service the (potential) client tells one person; poor customer service they tell hundreds.
 
The chap I used to use in Newquay was fantastic, my horse hates the dentist with a passion and he was firm but fair with him, he never used power tools with him always did it by hand. Would recommend him to anyone.
 
Naturally said:
Him = expert with years of training and experience behind him.

Just playing devil's advocate here, you understand :p

I have been in a similar situation to the EDT and asked to do something involving my expertise, but had the manner in which I could work with the horses and owners prescribed to me, and in my opinion that would limit the effectiveness of my treatment. I politely declined the work; for my own integrity.
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"politely" perhaps being the operative word here? :)
 
I think his attitude stinks and he should not have written an email in that tone. However, he has every right to choose how he treats an animal and if you don't like it then as he roughly said "go and find someone who will".

I have also been told my my chap (also fully qualified) that power tools give a much better end result and most horses react perfectly well to them.

I'm not sure why you would want to have anyone give a sub-standard service to your horse. I certainly would not be going to that guy and I would actually tell him that and the reason why. But I would go for a guy that uses power tools.
 
I have a problem with power tools too. No dentist would have been able to scalp my horse's teeth the way they did when they used power tools. TWO YEARS later the dentist I normally use is still unable to do anything with them because they were taken so short when he had his wolf teeth done by a Vet/EDT If that EDT had only had mandraulic power their elbow would have given out long before they could do that much damage.

I would prefer to use the chap I do who has no power tools, and use my own gag (£160 off eBay) to check if there is anything sharp in between times.
 
Clippy said:
IMO rude professionals don't get as much work as lesser experienced people with manners ;)
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This is so true! Slightly off topic but I have had to stop using the best farrier I have ever met and a large part of it was because he was very rude. I now have a far less able farrier but he is just so lovely so I'm sticking with him.

OP - I see what he means but he really shouldn't have worded it like that. He could have explained the same thing quite easily in a more polite way and there wouldn't be a problem. I expect he had had a horrendous day and was in a foul mood.
 
Clippy said:
He/she could have said the exact same thing in a way that would make you like & want to use them - for example, "perhaps we could try the power tools, some horses don't mind them and I want to do the best job I can...." It would have made all the difference.

IMO rude professionals don't get as much work as lesser experienced people with manners ;)
Click to expand...

It certainly would have made all the difference!!! I would have been happy for them to have come and taken a look at him if I'd got a reply like that!
 
'"Sorry, fogot to mention, if possible I would like only hand tools used, Fred's very good at having his teeth done and in the 11 years I've had him, he's never had any power tools used on him.'
Hence why he said you had better find someone else, he wasn't happy doing it by hand and explained why. It must be a frustrating query to have. I suspect he was in a grump when writing it-0simply move on
 
I have to say i am not keen on powertools or indeed these 'qualified' people with all the gear but no idea as it were - ie, they have all the spiel yet are not (a) good with people skills and (b) in some cases (one I have personal experience of) are not confident around horses!!! Our dentist is an old hand - ok so a bit eccentric some could say BUT he has a way with horses and they are calm and relaxed when he's around. The same cannot be said for a very well trained 'professional' who we once had to see my sister's horse as we thought maybe our old guy wasn't possibly doing a great job. How wrong were we!

I have never seen a horse so scared in someone's presence - NEVER had an issue having his teeth done before but the minute the guy walked in to the stable the horse was uneasy and then scared. The guy was nervy and said he couldn't treat him unless he was sedated so we had to get the vet! I would NEVER have him back again. I think a lot can be said for people who have a natural affinity with horses- the horses know and then trust them. As far as I am concerned, none of ours have had eating or mouth issues in the years we have had this old guy come do their teeth so we shall continue using him.

I worry for the day we have to find a replacement!! Stick with your gut feeling i say. The dentist who sent you that email needs some lessons in communication skills!
 
QR to OP
Paying customer AND the owner of the horse, your responsible for the horses welfare and you know your horse better than anyone else.
Go with your instincts and find a qualified dentist who is willing to work with you and your idea's in order to provide the best possible care for your horse.

They DO exist and many of them want to be flexible with the customer in order to secure the ongoing business.

Tip: Sometimes it's better to have that type of discussion on the phone or in person, makes it easier to assess the professionals response to your needs.
 
My EDT is fully qualified and is well regarded. He uses hand tools mostly but is qualified and extremely competent in the use of the power variety. He says they are a necessary evil - only to be used when absolutely necessary as large amounts of damage can be done in a very small amount of time, and the damage can take forever to resolve. I accept there must be some situations where power tools are the best tools for the job. Thankfully, it's not in my personal experience.

As to the EDT you contacted, his reply might have been, "Well, I'll come and examine your horse's mouth and discuss my findings. I'll advise you what I would do and if power tools might be necessary so you can decide whether or not to proceed." I would however expect to pay him travelling expenses if I declined the treatment.


Since we are on about who is who and what is what in the world of EDT's and finding a good one, I rang up a different one to the chap I had been using but had my doubts about :o :( . I asked him straight enough why he was as good as his website might lead one to believe - and he explained fully. He is now my EDT and I rate him very, very highly indeed. He works on what's best for the horse FIRST, not to end up with a textbook mouth at all costs.
 
Hi, I have been a BAEDT member coming up 5 years and used to start every horse with hand tools then finish with power tools. The power tools have advanced to much in the last 3 years, they are now very quiet, cordless and very safe and actually less aggressive to the teeth than a sharp hand rasp is. The diamond coating also created what's called a smear layer over the dentine tubules (you may have heard this on human sensitive teeth toothpaste adverts) which increases the protection of the blood supply in the horses teeth and creates a nice and safe finish on the teeth.

I have actually seen many cases where unqualified and sadly qualified EDT's have, in my opinion, taken to much tooth off in the wrong places with hand rasps as they don't use any sort of light to look in the horses mouth. I have also seen score and scratch marks where hand rasps and power tools have been used to much in the same place damaging the teeth. I would strongly recommend that you use a dentist that looks as well as feels, as i did even when only using hand tools. Also how do you know they have done a good job without educating yourselves and getting you arm in there and feeling right at the back just below the eye, the mouth should also be nice and straight and as balanced as possible, obviously not overdone and flattened! Obviously clinical signs and better performance speak for itself but bad work will not always show clinical signs or they may be subtle and go unnoticed or the horse may just simply put up with an unnecessary problem.

I currently have 2 hand rasps which I still find useful so I keep them with me at all times, but from our point of view it's twice the expense to run hand rasps and power tools, the blades are very expensive!

And yes it was rather a grumpy reply, but it's a very frustrating job but I hope I don't end up being Mr Grumpy!
 
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