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Buffalo Small Animal Hospital

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Buffalo Small Animal Hospital Reviews (1)

[redacted] did speak to our office about the items mentioned in her complaint letter to the BetterBusiness Bureau. Ms. [redacted] boarded 4 dogs with us on 5/24/16. Addressing item 1-[redacted] was given aheartworm test that was already given at another clinic and not authorized to do at ours .. On...

7/19/16after making us aware that she did not authorize the test, it was immediately credited to her account inthe amount of $49. Item 2-Ms. [redacted] was not happy that [redacted] didn't receive Benadryl prior to hervaccines. When looking over [redacted]'s records, the doctors that were previously on staff here had onoccasion provided Benadryl, occasionally provided steroids and occasionally provided a combination ofboth. They did not however put an alert on the account which would notify the current doctors that it isa medical recommendation to administer prior to the vaccine. Item 3· Ms. [redacted] took [redacted] to another vet for a pre-surgical visit and they had diagnosed a heart murmur. When [redacted] was here for the examon 5/24/16 it was noted in the chart that a heart murmur was present We have communicated to thestaff that better communication is needed with clients especially in an instance such as this. It washowever charted on that date. We also faxed records to the hospital that [redacted] was seen at and that would have been on the chart they received. It wasn't added after she called as implied as that would set off alarms within the software.Ms. [redacted] had called (5/24/16) and we apologized for the confusion, the lack of communication andfrustration that came about from the visit here. She was credited the $49 for the heartworm test butshe never asked for us to credit an exam as well ($51 requested in complaint letter). We are happy tocredit her that as well and will reach out to her and let her know that is available for her. We have streamlined the boarding intake as we told Ms. [redacted] and she saw first hand when she boarded again inJuly 2016. Our intake is more thorough and we are utilizing new documentation methods which have  alleviated the prior issues. We can not apologize enough for the mistakes made and we are happy to refund the exam as she now has requested. Please feel free to reach out if any other Information is needed.Sincerely,Buffalo Small Animal HospitalCo-Hospital Manager

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Address: 243 S. Elmwood, Buffalo, New York, United States, 14201

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