Alfred - Waterboro Veterinary Hospital

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Regards, [redacted] ***

Tell us why here...?Dear Madam/Sir, This is in response to complaint # [redacted] The medical records (Document #1- page) which I have on file here and which I have attached a copy here report that medical services were provided to Mr***’s cat named “***” on three occasions – 7/3/2015, 8/4/2015, and 9/3/ I am the doctor whom examined [redacted] in the presence of Mr [redacted] and then provided the services on each of the three occasions I was unaware of Mr***’s dissatisfaction until receipt of your email reporting his complaint I have now reviewed this matter with all my staff that also interacted with Mr [redacted] on each of the three occasions It is our collective understanding that Mr [redacted] received the services that he both requested and authorized At no time during the three occasions did Mr [redacted] ever express dissatisfaction to any of us If he had, we would have attempted to provide explanation and resolve the matter immediately The Alfred-Waterboro Veterinary Hospital is a general practice providing medical and surgical services directed at the age related wellness needs and the prevention of illness and injury in dogs and cats The medical and surgical services we provide are representative of the most current standard of veterinary care and are foremost what we wish to provide and are also which we are obligated to provide by terms of the professional licenses we all hold In his complaint, Mr [redacted] states that “every time that I took my kitten in, the price estimate failed to equal the final billing” I have reviewed this matter with my staff I at no time provided Mr [redacted] with an estimate or did Mr [redacted] ever ask me pricing information My staff has informed me that they did review with Mr***, the prices for the services that we were recommending However, my staff informs me that at no time did Mr [redacted] question them in regard to the bill that was presented to him for the services he had first authorized and then receivedIn his complaint, Mr [redacted] states”My last visit, my kitten was taken out of the room with no explanation on what was being done to him.” My staff and I are particularly at odds with that comment To the best of our collective understanding, Mr [redacted] per our recommendation did authorize the testing of [redacted] for FelV, FIV and heartworm disease Prior to having my technician carry [redacted] to the treatment area, I most certainly did inform Mr [redacted] that we were taking him to collect a blood sample for the test The technician remembers showing Mr [redacted] the area where [redacted] was shaved to collect the blood sample Furthermore to the best our collective understanding, Mr [redacted] never asked any of us for an explanation In his complaint, Mr [redacted] states that “I’ve not received testing results yet.” Clearly Mr [redacted] then understood that a test was performed and for him to suggest otherwise is simply disingenuousThe complaint is logged as being filed on 9/05/ In his complaint, Mr [redacted] states that “I’ve not received testing results yet.” ***’s medical record reports that the required blood sample was collected on 9/3/ The blood sample was submitted to an outside laboratory for testing The results (Document # – page) are identified as being reported on 9/04/after which the laboratory would have FAXED the results to the office The office closed at noon on September 5, for the Labor Day weekendThe results are recorded as being reviewed and entered in the record upon the opening of the office on Tuesday, September 8, I was in receipt of Mr***’s complaint at that time and chose not to communicate with him directly because I did not believe it to be appropriate given the Revdex.com complaint I have attached the lab results (Document #– page) here so that Mr [redacted] will receive them with my responseHe may call me if he wishes to discuss the test results In view of his complaint, I will not be calling him without instruction to do so from the Revdex.com In his complaint, Mr [redacted] states that “That same visit, I was quoted $ for a testing application plus a booster.” I have attached here the invoices (Document # – pages) reporting the fees for services provided on each of Mr***’s three visits to the practiceMy staff and I are simply perplexed by Mr [redacted] proposed $ fee as there are simply no services listed on any of the invoices that total to $ At no time did Mr [redacted] question me or any member of my staff that interacted with him in regard to this matterIf he had, we would have attempted to provide explanation and resolve the matter immediately In his complaint, Mr [redacted] states that “Not only was the vaccination not needed, I’ve not received the testing results yet.” “Another appointment was scheduled for a booster vaccination that is NOT needed.” The medical record (Document #1) reports that [redacted] received the following immunizations on the following dates – 7/3/FVRC #1, 8/4/Rabies (year) and 9/3/FVRCP # I have attached here the American Association of Feline Practitioners vaccination guidelines (Document #- pages) that serve as the authority and whose recommendations serve as the expected standard of care in regard to the immunization and testing of cats The medical record is consistent with those standards Mr***’s is poorly informed and furthermore he is simply factually incorrect To the best of my knowledge, Mr [redacted] never questioned either me or any of my staff members in regard the issue he raises hereIf he had, we would have attempted to provide the guidelines, explanation and resolve the matter immediately Mr [redacted] needs to provide explanation as to what he means by “not needed” In the state of Maine, all cats are required to be vaccinated for rabies There are no laws pertaining to the other immunizations, neutering and the use of flea and tick preventatives The law in regard to immunization for rabies is poorly enforced and unfortunately many cats are not vaccinated As a licensed veterinarian, the terms of my license require me to promote the standard However, I do provide health care to many cats that are not to the standard in terms of immunizations and health care and the terms of my professional license allow me to do so provided the owner has signed a “Refusal of Optional Treatment(s) or Medical Tests(s)” and that documentation is included in the medical record I have attached here the “Refusal of Optional Treatment(s) or Medical Tests(s)” documentation (Document #– page) that I employ for that purpose So in fact, if Mr [redacted] in using the term “not needed” is suggesting that he can ignore Maine Law and the standards of care, then he is correct He in fact may elect to never employ a veterinarian in the health care of his cat However, many veterinarians in the state of Maine will not provide veterinary medical and surgical services to patients not vaccinated for rabies Mr [redacted] needs also to understand that cats not vaccinated for rabies are handled very much differently than cats current on rabies immunization when presented after biting a person and showing clinical signs suggestive of rabies The unvaccinated pet is immediately euthanized and submitted for testing In his complaint, Mr [redacted] states that “I feel I’m being victimized and their practice is deceptive.” I believe that the response and documentation that I have provided clearly demonstrate that Mr [redacted] is factually incorrect I do believe that Mr [redacted] and I do clearly have a misunderstanding However, to the best of my knowledge, at no time did Mr [redacted] question me or any member of my staff that interacted with him in regard to the issues he has raised in his complaint If he had, we would have made every effort to provide explanation and documentation as I have done here Furthermore, he would have been provided the option not to receive any service provided that he signed “the the “Refusal of Optional Treatments or Medical Test” documentation Mr [redacted] simply never voiced a concern other than for us to provide health care to *** I take Mr***’s criticism very seriously and I am concerned for damage his unfounded criticism may have caused my practice I welcome the Revdex.com’s assistance in resolving this matter My staff and I would like to resolve this matter to Mr***’s and our satisfaction and then welcome the opportunity to continue to provide [redacted] with health care that is directed at the age related wellness needs and the prevention of illness and injury in catsSincerely, [redacted] , DVM

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 
Regards,
[redacted]

Tell us why here...?Dear Madam/Sir, This is in response to complaint # [redacted].  The medical records (Document #1- 1 page) which I have on file here and which I have attached a copy here report that medical services were provided to Mr. [redacted]’s cat named “[redacted]” on three occasions –...

7/3/2015, 8/4/2015, and 9/3/2015.  I am the doctor whom examined [redacted] in the presence of Mr. [redacted] and then provided the services on each of the three occasions.  I was unaware of Mr. [redacted]’s dissatisfaction until receipt of your email reporting his complaint.  I have now reviewed this matter with all my staff that also interacted with Mr. [redacted] on each of the three occasions.  It is our collective understanding that Mr. [redacted] received the services that he both requested and authorized.  At no time during the three occasions did Mr. [redacted] ever express dissatisfaction to any of us.  If he had, we would have attempted to provide explanation and resolve the matter immediately.             The Alfred-Waterboro Veterinary Hospital is a general practice providing medical and surgical services directed at the age related wellness needs and the prevention of illness and injury in dogs and cats.  The medical and surgical services we provide are representative of the most current standard of veterinary care and are foremost what we wish to provide and are also which we are obligated to provide by terms of the professional licenses we all hold.              In his complaint, Mr. [redacted] states that “every time that I took my kitten in, the price estimate failed to equal the final billing” I have reviewed this matter with my staff.  I at no time provided Mr. [redacted] with an estimate or did Mr. [redacted] ever ask me pricing information.  My staff has informed me that they did review with Mr. [redacted], the prices for the services that we were recommending.  However, my staff informs me that at no time did Mr. [redacted] question them in regard to the bill that was presented to him for the services he had first authorized and then received. In his complaint, Mr. [redacted] states”My last visit, my kitten was taken out of the room with no explanation on what was being done to him.”   My staff and I are particularly at odds with that comment.  To the best of our collective understanding, Mr. [redacted] per our recommendation did authorize the testing of [redacted] for FelV, FIV and heartworm disease.  Prior to having my technician carry [redacted] to the treatment area, I most certainly did inform Mr. [redacted] that we were taking him to collect a blood sample for the test.  The technician remembers showing Mr. [redacted] the area where [redacted] was shaved to collect the blood sample.  Furthermore to the best our collective understanding, Mr. [redacted] never asked any of us for an explanation.  In his complaint, Mr. [redacted] states that “I’ve not received testing results yet.”  Clearly Mr. [redacted] then understood that a test was performed and for him to suggest otherwise is simply disingenuous. The complaint is logged as being filed on 9/05/2015.    In his complaint, Mr. [redacted] states that “I’ve not received testing results yet.”  [redacted]’s medical record reports that the required blood sample was collected on 9/3/2015.  The blood sample was submitted to an outside laboratory for testing.  The results (Document # 2 – 1 page) are identified as being reported on 9/04/2015 after which the laboratory would have FAXED the results to the office.  The office closed at noon on September 5, 2015 for the Labor Day weekend. The results are recorded as being reviewed and entered in the record upon the opening of the office on Tuesday, September 8, 2015.  I was in receipt of Mr. [redacted]’s complaint at that time and chose not to communicate with him directly because I did not believe it to be appropriate given the Revdex.com complaint.  I have attached the lab results (Document #2 – 1 page) here so that Mr. [redacted] will receive them with my response. He may call me if he wishes to discuss the test results.  In view of his complaint, I will not be calling him without instruction to do so from the Revdex.com.   In his complaint, Mr. [redacted] states that “That same visit, I was quoted $ 7.00 for a testing application plus a booster.”  I have attached here the invoices (Document # 3 – 3 pages) reporting the fees for services provided on each of Mr. [redacted]’s three visits to the practice. My staff and I are simply perplexed by Mr. [redacted] proposed $ 7.00 fee as there are simply no services listed on any of the invoices that total to $7.00.  At no time did Mr. [redacted] question me or any member of my staff that interacted with him in regard to this matter. If he had, we would have attempted to provide explanation and resolve the matter immediately.  In his complaint, Mr. [redacted] states that “Not only was the vaccination not needed, I’ve not received the testing results yet.”  “Another appointment was scheduled for a booster vaccination that is NOT needed.”  The medical record (Document #1) reports that [redacted] received the following immunizations on the following dates – 7/3/15 FVRC #1,  8/4/15 Rabies (1 year) and 9/3/15 FVRCP #2.  I have attached here the American Association of Feline Practitioners vaccination guidelines (Document #4 - 2 pages) that serve as the authority and whose recommendations serve as the expected standard of care in regard to the immunization and testing of cats.   The medical record is consistent with those standards.  Mr. [redacted]’s is poorly informed and furthermore he is simply factually incorrect.  To the best of my knowledge, Mr. [redacted] never questioned either me or any of my staff members in regard the issue he raises here. If he had, we would have attempted to provide the guidelines, explanation and resolve the matter immediately.  Mr. [redacted] needs to provide explanation as to what he means by “not needed”.  In the state of Maine, all cats are required to be vaccinated for rabies.  There are no laws pertaining to the other immunizations, neutering and the use of flea and tick preventatives.  The law in regard to immunization for rabies is poorly enforced and unfortunately many cats are not vaccinated.  As a licensed veterinarian, the terms of my license require me to promote the standard.  However, I do provide health care to many cats that are not to the standard in terms of immunizations and health care and the terms of my professional license allow me to do so provided the owner has signed a “Refusal of Optional Treatment(s) or Medical Tests(s)” and that documentation is included in the  medical record.  I have attached here the “Refusal of Optional Treatment(s) or Medical Tests(s)” documentation (Document #5 – 1 page) that I employ for that purpose.  So in fact, if Mr. [redacted] in using the term “not needed” is suggesting that he can ignore Maine Law and the standards of care, then he is correct.  He in fact may elect to never employ a veterinarian in the health care of his cat.  However, many veterinarians in the state of Maine will not provide veterinary medical and surgical services to patients not vaccinated for rabies.  Mr. [redacted] needs also to understand that cats not vaccinated for rabies are handled very much differently than cats current on rabies immunization when presented after biting a person and showing clinical signs suggestive of rabies.  The unvaccinated pet is immediately euthanized and submitted for testing.   In his complaint, Mr. [redacted] states that “I feel I’m being victimized and their practice is deceptive.”  I believe that the response and documentation that I have provided clearly demonstrate that Mr. [redacted] is factually incorrect.  I do believe that Mr. [redacted] and I do clearly have a misunderstanding.  However, to the best of my knowledge, at no time did Mr. [redacted] question me or any member of my staff that interacted with him in regard to the issues he has raised in his complaint.  If he had, we would have made every effort to provide explanation and documentation as I have done here.  Furthermore, he would have been provided the option not to receive any service provided that he signed “the the “Refusal of Optional Treatments or Medical Test” documentation.  Mr. [redacted] simply never voiced a concern other than for us to provide health care to [redacted].  I take Mr. [redacted]’s criticism very seriously and I am concerned for damage his unfounded criticism may have caused my practice.  I welcome the Revdex.com’s assistance in resolving this matter.   My staff and I would like to resolve this matter to Mr. [redacted]’s and our satisfaction and then welcome the opportunity to continue to provide [redacted] with health care that is directed at the age related wellness needs and the prevention of illness and injury in cats. Sincerely,    [redacted], DVM