Hillside Pet Clinic LLC

Dear Ms. [redacted],
 
[redacted] brought his dog, [redacted] in for treatment of an ear infection on 08.18.16. We interacted pleasantly during [redacted] appointment. An ear cytology was performed to indicate what types of organisms were growing in his dog's ear. The ear was cleaned well, examined...

to make sure the ear drum was intact, and a long-acting medication placed in the ear. The ear medication, to our knowledge is an outstanding product and widely used. Mr. [redacted] was interested in our long-acting product because he was going to be gone, and it would be difficult to treat the ear on a daily basis as our other medication required.
 
A progress report was called on 08.22.16 by a staff member to see how [redacted] ear was doing. Only one telephone number was listed, and when called there was no answer and no recorder to leave a
message.
 
On 09.06.16 Mr. [redacted] called and began his conversation with our customer service representative saying, "I have a bone to pick with you."        He was upset that [redacted] was still scratching his ear. He indicated that if we did not treat [redacted] at no charge that he would find another vet, he has a big mouth and word of mouth goes far. He requested that Dr. H[redacted] return his call.
 
I placed a call to him right away and then again in the evening. I was unable to leave a message either time. I was off the following day, but called him the day after that when I was back in the clinic. I spoke with Mr. [redacted] wife. I indicated that it sometimes happens that a disease process doesn't resolve adequately the first time it is treated. I told her that if [redacted] ear was still a problem, they should bring him back into the clinic. I also expressed that we frequently discount services if repeated treatment is required. I also said that when people call our office and speak to the staff in the manner in which Mr. [redacted] did, it has the effect of hurting morale, and she might invite him to consider how he interacts
with us. She said, "Oh! I wonder if he was having a bad day."
 
 
The clinic has had a good, long-standing relationship with this client. I, myself performed emergency surgery on an older female dog of theirs two years ago for pyometra, a life-threatening condition. I significantly discounted that surgery because they had expressed that finances were an issue. She recovered and did very well. They seemed grateful at the time, and my understanding of our relationship with the couple was that it was a good one.
 
It means a tremendous amount to me to offer my services to my community. I love being involved in people's families in the way that I am; it would be hard to describe how much satisfaction I get from restoring health, when possible, to these beloved 4-legged members of the family. I feel joy in my daily interactions with our clients.
 
I feel saddened and regretful that our communication has reached this level of scrutiny and dissatisfaction. We are a caring profession and strive to promote health and happiness for both our patients and clients. Healing is not an exact science and sometimes a treatment that works for one patient may not work for another. If that happens then we will seek an alternative treatment plan, no different than human based medicine.
 
Collectively we will strive to improve our communication skills, thereby improving our chance of bringing health and happiness to our clients and their beloved pets.
 
Sincerely,
 
Kristen H[redacted], DVM