Eye Care for Animals

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 belowI am rejecting their response Just because a doctor is skilled and gives good service doesn't give him or the company he works for free range on charging people It clearly states on that invoice the post-operative recheck is $ I cancelled that recheck appointment two days after I was there, which is for Sept23, which hasn't even come up yet They owe me that recheck appointment fee Even the nurse that was making up the bill turned to us and said we charge for the recheck fee ahead of time I asked her even if it is a month ahead, she said oh yes, we do Their fees weren't high enough they had to pad it more....more than 50% more??? All I want is my $for the recheck visit that I cancelled They are money hungry and must be taking people all the time Dr [redacted] who owned the practice before them never did that to his patients Especially when I walked in and said my dog has Horner's Syndrome and Dr [redacted] tells me yes, she does and I don't do anything for that Not really great medical service in my opinion Regards, [redacted]

I would like to take this opportunity to explain the reasoning behind the invoice regarding Mrs***’s dog on 8/23/2016. Our standard new patient exam fee including all basic diagnostic tests (intraocular pressure testing, fluorescein staining for ulcers, and Schirmer
tear test for dry eye in addition to a complete slit-lamp biomicrosopic exam and indirect ophthalmic exam of the retina and optic nerve) is $191. We are very upfront with our clients about this and do not hide any fees. This price has not fluctuated significantly over the last years at least, dating back to when Dr*** sold the practice to the company “Eye Care For Animals” (the practice was not sold to Dr*** as is indicated in the clients complaint, Dr*** has no direct control on pricing of medications such as lidocaine, antibiotic ointment, or exam fees. Dr*** is an employee for Eye Care for Animals). Dr*** continued to practice at the clinic for years after selling the practice, having just retired almost year ago, utilizing the exact same pricing standards that Dr*** currently uses. Mrs*** was told in the exam room that we would be able to perform surgery on her dog’s eyelid tumor for a total additional cost of $which would include all medications needed, a postoperative follow up exam, and tumor removal with adjunctive cryotherapy (not including the initial exam). Most clients then schedule this procedure at a later date, but Mrs*** asked if we would be able to do this at the same visit. This is not something we typically do, but we rearranged our schedule to provide this convenience to Mrs***. After noting retinal hemorrhages, we discussed that one potential cause of this abnormality could be high blood pressure, and we offered to check it while the dog was in the clinic or that she could have this done by her regular veterinarian at her convenience, to which the owner consented for us to run the test ($additional test, not run standard on all new patients). The company that owns the clinic (Eye Care For Animals) sets the standard prices for all medications, exam fees, tests such as blood pressure checks, from their home base in Arizona based on competitive market value. Dr*** and his staff have no control over this. However, Dr*** is able to modify the cost of his personal time and efforts. The standard charge dictated by Eye Care For Animals for tumor debulkment with cryotherapy is $(not including a postoperative recheck exam, postoperative medications, nor a preoperative lidocaine numbing injection), but Dr*** opted to drop this significantly, so that the total cost for medications, the postoperative recheck exam to ensure a good outcome, the lidocaine injection to numb the lid for the procedure and the surgical procedure itself including his time would not exceed $500. As he cannot adjust the costs of the lidocaine injection, the recheck exam, or the take home medications, he cut the cost of the procedure (his time and efforts) by over 30% to honor the quoted estimate. Mrs***’s comment that “other vet’s don’t charge a recheck fee after surgery” is inaccurate. Other veterinarians may encorporate the cost of a postoperative recheck in the initial charge for the surgery and no extra payment is expected at the time of a recheck. The same is true of our clinic, however our invoicing is more transparent and indicates what individual items comprise the total surgical package fee. We could just as easily have an invoice that simply says “Eyelid surgery…$500” and tell clients the recheck is free, but feel this is more forthcoming Making an argument that we are overcharging for the cost of a medication based on comments from a friend who is a pharmacist is irrational. Medications used by veterinarians, including the antibiotic ointment sent home with Mrs***’s dog, are often human medications paid for by insurance in the human medicine world. As the veterinary medicine world does not utilize insurance in the same way, costs of medications must be dealt with individually and can vary significantly from month to month at the whim of the pharmaceutical companies that provide these medications. We always strive to find effective and affordable medications for our clients, but have no control of the price of acquisition from the pharmaceutical companies. Our mark up on these medications is standard for the industry and helps pay for labor and overhead. Finally, the cost of this medication was included in the quoted surgical package fee of $500, which, again, was agreed to in advance by Mrs*** and honored by our clinic To reiterate, the client was quoted a cost of $for all aspects of lid tumor removal and follow up, and that is what was charged. The blood pressure check and initial exam fee were separate charges and this was made clear to Mrs***. It is also important to recognize that before Dr*** was working at this clinic, these types of tumors were traditionally managed with general anesthesia, surgical removal with suturing and E-Collar placement (all of which are avoided by Dr***’s modern technique) at a cost of $1400. Dr*** was able to perform a procedure which was safer for the patient, less invasive, just as effective, at almost a third of the cost of what this same condition would have been managed before his arrival to the clinic

There does not appear to be any new information in the client's second response, and our doctor already provided a very detailed explanation and reasoning.  It's unfortunate our client is not satisfied as we have made every effort to provide great service and to provide our valued patient with the best skill-set and medical care.  [redacted], Pres/CEO

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. When we took [redacted] to this business, the doctor told me I was right, she had Horner's Syndrome.  He then proceeded to tell me he does nothing for Horner's Syndrom, it heal itself in 3 to 4 month.  THen he noticed that tiny wart on [redacted]'s eye and said he could take it off quickly for $500.  BTW, I was given an 8AM appointment because I had been a customer of Dr. [redacted], who previously owned the business.  I was a customer for 23 years, so they let me come in with [redacted]. I told them [redacted] has Horner's Syndrome.  I had a dog that had this very same thing twice.  So why give me an appointment if there is no treatment?  [redacted], my significant other, was with me when we had this appointment.  We were not told of any fees previously except for the $500 for the quick surgery. My daughter had to copy the invoice for me, my printer is not working.  This is continuation of complaint [redacted].  Dr. [redacted] told us he would take [redacted]'s blood pressure.  Never did he say there was a $100 charge for that at all.  My Vet does that as a matter of routine.  Dr. [redacted] never said it was a 'test'.  When the nurse was getting the bill ready she turned to us and said the charge for the post-operative checkup is $83. and it is included in this bill and will be paid today.  I also was not a new patient. a year and a half ago Dr. [redacted] checked tye eyes for two of my dogs for OFA clearance to be able to breed them.  Also, my Pharmacist friend is not just a pharmacist, he was the director of pharmacy at a hospital.The invoice was presented to me after the bill was paid, and I read it in the car because I didn't have my glasses on.  Dr. [redacted] is a big disappointment for a specialist.  I just want my $83 back.  I cancelled the appointment for a recheck on Aug. 29.    
Regards
[redacted]

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. I am rejecting their response.  Just because a doctor is skilled and gives good service doesn't give him or the company he works for free range on charging people.  It clearly states on that invoice the post-operative recheck is $83.  I cancelled that recheck appointment two days after I was there, which is for Sept. 23, which hasn't even come up yet.  They owe me that recheck appointment fee.  Even the nurse that was making up the bill turned to us and said we charge for the recheck fee ahead of time.  I asked her even if it is a month ahead, she said oh yes, we do.  Their fees weren't high enough they had to pad it more....more than 50% more???  All I want is my $83 for the recheck visit that I cancelled.  They are money hungry and must be taking people all the time.  Dr. [redacted] who owned the practice before them never did that to his patients.  Especially when I walked in and said my dog has Horner's Syndrome and Dr. [redacted] tells me yes, she does and I don't do anything for that.  Not really great medical service in my opinion.          
Regards,
[redacted]

Dr. Lisa Felchle at Eye Care for Animals (Scottsdale and Gilbert) unquestionably saved the eye sight of our dog, Millie. Dr. Felchle is extremely well equipped to understand the situation, explain it, treat it, and look beyond the symptoms to find the true underlying issue. The staff is experienced and skilled as well. Great experience and highly recommend this extraordinary professional.