AND... ask for an apology from the offending receptionist after she has received a bollocking from the dentist. This should occur in exactly the same place the original conversation occurred so the receptionist knows how it feels to have the whole waiting room listening in.

When a complaint is made, one should always suggest the action that would go some way to resolving the issue and I would suggest that the dentist now reschedule your mother as a priority with no payment if the insurance stuff up was their fault. If it wasn't their fault then just an urgent reschedule. Don't forget to impress upon the dentist that this delay puts your mothers health at risk (nothing like an implied law suit coming their way to move people)

If the thought of doing this in person freaks you out, do it in writing - hell, I'll write the letter for you if you like!!

Karen