Animal Hospital at Murphy's Corner Millcreek LLC

Complaint: [redacted] I am rejecting this response because: Please don't lie to the Revdex.com DonnaI called you in tears - TWICE, to please send records on [redacted] , as she went through two major illnesses before she died, and even that didn't workNiceThe only records that were sent to (or called in to them) Pet Care Hospital & Wellness were a few vaccine records for ***I asked for the records on all my animals, including [redacted] and ***, both of whom you've seen every year of their long livesI and my vet have the right to all of the records for every single visit for them, and I, my vet, and countless people in the vet clinic have the right to get a response from your clinicThat's bs on your front desk employee excuse, since years ago when my cat Kramer was hospitalized and almost died you couldn't be bothered to provide them with records after they called multiple times for themIt's also bs because I sat and watched countless vet techs at my new clinic call your office asking for records and never receiving themYou should also consider not triple-booking surgeries so animals don't get a half-done job because you're in a hurryThe surgeon at the emergency clinic I took [redacted] into was dumbfounded that you not only didn't put drains in after you removed her huge gangrenous infected tumor, but surprise surprise, there were two more grapefruit size tumors in her inguinal area that I didn't know anything about (did you know about them? Did you miss them?)So I guess it's a good thing [redacted] 's staples split and I had to take her into the ER for them to wash the infection out, because otherwise you'd have let her go on another year, if she'd made it that long, without me having any knowledge of her condition whatsoeverI also, in retrospect, didn't appreciate you "working" my animals in and letting them lay there all day suffering until you got a chance, instead of just saying that there was NO room on your scheduleYou know what this tells me? This tells me it's all about the money for youI used to like you so much and I trusted you with all of my babies' livesThe care you provided [redacted] , in particular, was sub-par, and you made her suffer more than she should haveI will never forget thatFyi, I'm not afraid to get the veterinary board involved in this Sincerely, [redacted]

Good Morning, Just to inform you all records have been sent this morning to pet care hospital I do not believe my staff was made aware of the fact her pet was terminal, or hospitalized I am sorry for her loss It is no excuse but I have had several new front desk employees that may not have understood the urgency I was never told that there was an urgency Her file was pulled and then refiled I found it and verified all information and faxed it this morning Thank you for your time and assistance DrDonna S***

To the Revdex.com and the complainant I wish to express my deepest condolences for the loss of her pet and the stress that myself and my office increased during that time. There was miscommunication regarding the paperwork she wished faxed, I was not told that her pet was dying and the chart got set aside and I did not see it. My front desk was trying to set it where I would see it but it was shuffled and I did not get back to it. For that I apologize. There was no malice or attempt to cause her or her pet harm. Again, there was miscommunication between myself and the front desk staff. That has been discussed here and new policies put into placeWhen I wrote to you last that the paperwork was faxed and she said it was not received is true. I personally faxed it to the clinic and watched it send. Apparently there was a problem on their end. I had my lead receptionist verify that and resend the paperwork. She personally verified it was received. There has never been any attempt to deceive or harm. Again, I apologize for the stress and frustration. Sincerely, DrDonna JS***, DVM

Complaint: ***
I am rejecting this response because:Christine at Pet Care Hospital and I spoke at length. Although you claim you faxed the records for ***, *** and ***, you did not. Specifically, here is what you did fax:***: Nothing***: Nothing***: Rabies vaccines on date of service 1/9/16; a fecal sample on 4/25/16; a drop-off exam with FERCP.*** - who DIED months ago: anal gland checks for 3/7/16, 3/28/16, 4/25/and 5/5/16. Surgery notes for 6/13/17. They received these notes - TWICE.First, why do you refuse to release their records? Are there none? Is that what you're hiding? Second, why are all of the notes for 2016, except for the surgery? They were ALL seen in and of course, for years before that. Again, is it because there ARE no notes? So the bottom line is, I don't believe you have new front desk staff that needed to be trained, or if you say you stood at the fax machine and watched everyone's records go through, because you are a liar who has lied repeatedly. Your front office has had issues ever since you went into business. HOWEVER, I do not blame them for one single thing. It's your responsibility to provide my vet with my kids' records. You are incredibly cruel and you've got a crappy reputation. Doesn't that bother you???!!! Just give me their records and we can be done with this!Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Please don't lie to the Revdex.com DonnaI called you in tears - TWICE, to please send records on ***, as she went through two major illnesses before she died, and even that didn't workNiceThe only records that were sent to (or called in to them) Pet Care Hospital & Wellness were a few vaccine records for ***I asked for the records on all my animals, including *** and ***, both of whom you've seen every year of their long livesI and my vet have the right to all of the records for every single visit for them, and I, my vet, and countless people in the vet clinic have the right to get a response from your clinicThat's bs on your front desk employee excuse, since years ago when my cat Kramer was hospitalized and almost died you couldn't be bothered to provide them with records after they called multiple times for themIt's also bs because I sat and watched countless vet techs at my new clinic call your office asking for records and never receiving themYou should also consider not triple-booking surgeries so animals don't get a half-done job because you're in a hurryThe surgeon at the emergency clinic I took *** into was dumbfounded that you not only didn't put drains in after you removed her huge gangrenous infected tumor, but surprise surprise, there were two more grapefruit size tumors in her inguinal area that I didn't know anything about (did you know about them? Did you miss them?)So I guess it's a good thing ***'s staples split and I had to take her into the ER for them to wash the infection out, because otherwise you'd have let her go on another year, if she'd made it that long, without me having any knowledge of her condition whatsoeverI also, in retrospect, didn't appreciate you "working" my animals in and letting them lay there all day suffering until you got a chance, instead of just saying that there was NO room on your scheduleYou know what this tells me? This tells me it's all about the money for youI used to like you so much and I trusted you with all of my babies' livesThe care you provided ***, in particular, was sub-par, and you made her suffer more than she should haveI will never forget thatFyi, I'm not afraid to get the veterinary board involved in this
Sincerely,
*** ***

Good Morning, Just to inform you all records have been sent this morning to pet care hospital. I do not believe my staff was made aware of the fact her pet was terminal, or hospitalized. I am sorry for her loss. It is no excuse but I have had several new front desk employees that
may not have understood the urgency. I was never told that there was an urgency. Her file was pulled and then refiled. I found it and verified all information and faxed it this morning. Thank you for your time and assistance DrDonna S***