Animal Medical Centre North Inc

August 11, 2016 Dear Revdex.com: Dr. Norman George & Associates   This is in response to a complaint from [redacted]. This is the very first complaint we have ever received which is quite remarkable considering we have been open since 1996 (30 years). Not only...

have we been open for routine hospital medicine and surgery, but we provide services 24 hours a day, every day of the year. We provide state-of-the-art medical and surgery, diagnostics, plus gentle loving care for our patients and their owners. In addition to having over 12,000 clients representing 30,000 pets, we have been chosen to provide services for the [redacted], The [redacted] and [redacted], the major pet stores including [redacted] and [redacted], The [redacted], and [redacted] We have been a Better Business member all that time. We keep meticulous written medical records which record all that transpires for any exam, medical case, surgery or phone call. The complainant nor I were present for this exam she is complaining about. The exam was handled by a veterinarian who no longer works here. The file indicates the cat had an exam including history, signalment, problem, weight, temperature, and complete check over. The person who brought in the cat and the veterinarian agreed that, there had been a problem with the right front foot, and that there was currently no limping, no pain, no redness, no wounds and no abnormal findings upon manipulation. The veterinarian (probably suspecting money may be an issue) recommended to just monitor the foot rather than spend a few hundred dollars for blood tests, x-rays, etc. The owner's representative agreed.. He was warned that when monitoring, the foot may again start to be painful, swollen or infected and if so to stop by and get some medications for pain and antibiotics for infection. He was then charged only $29 instead of the normal $77 exam fee ($). The owner later called and was forceful, direct, rude, demanding and irrational when she spoke with our receptionist. We did not feel inclined to return her call. Her complaint alleges that the cat's foot did indeed become worse just as we had foretold. However she took the cat to another veterinary clinic instead of just calling us or stopping by. Of course at the other clinic they charged full and regular prices since they had not seen the cat before and were unaware of the circumstances. It is customary (mandatory) in Alberta that when a clinic sees a case for a second opinion, that clinic must inform the original clinic. We have never received any report from another clinic involving this case. We are pleased to have provided excellent service and advice regarding her cat while also conforming with the wishes of the owners. We were glad to assist with financial considerations by giving a 38% discount and saving the owner $48.00 on the initial visit. We would have been happy to assist with the care and treatment of the cat had the owner followed our advice and asked. We sincerely hope that the kitty is now doing well and back on his feet again. Sincerely, Dr. Norman George, BA, MGS,