Holistic Veterinary Healing LLC

Dear *** ***,
We are sorry that you are dissatisfied with the
care you received at Holistic Veterinary Healing in March and April; it is
always our intention to provide prompt and compassionate attention to our
patients and their parents. However, there
seems to have been some confusing and unclear communications between you and
this office both during the office visit and afterwards which you found
frustrating and upsetting.
We deeply value our relationships with our
clients and are committed to providing the highest level of service simply
because our patients deserve the very best As you requested, we will reimburse you the
$that you spent on the office visit in hopes that this will reassure you of
our commitment to our clients.
We wish
you all the bestCecelia B***
Hospital ManagerHolistic Veterinary Healing*** *** *** *** * * *Germantown, MD ***

Case # ***
I am rejecting this response from Holistic Veterinary Healing due to incorrect information regarding this examI am appalled at the unprofessionalism of this businessFirst of all Ms B*** who are you? Where were you on the day I came in with my dog? When Dr R*** was showing me around the only people there were John the receptionist and Dr P***I found it odd that there were no vet techs or vet assistants there to help Dr R*** with my dogInstead she asked John to assist her with my dogI need to ask what kind of veterinarian background or education does he have to assist the Dr? I guess you don't need anyFunny though since veterinarians usually have qualified educated veterinarian assistants that help themI guess this practice is exempt from that standard of careMy dog did not come in with yeast dermatitis around the ear marginsI specifically told Dr R*** what was going on and obviously she wasn't paying attentionShe had no yeast at all in or on her ears or body during that exam! I do not feed my dog meats she has never eaten meatsThere has never been grains or kibble that was ever fed to her! Her diet has always been lowfat consisting of a variety of fish occasional turkey and low glycemic vegetablesIn other words in keeping with the Chinese cooling diet she has been fed that way in the years I have had her!!!!!!!!!!!!!! Again Dr R*** was not paying attention!Dr R*** was more interested in selling her *** products and tried to sell me their beef diet that she came walking out with after I had told her many times I have tried raw in the past and she did not do well! Dr R*** knew from the beginning that I cook for my dog it was on the paperwork she was going over at the beginning of the visitI called her on 4/to let her know the goat milk was making her sickI took her off itThe same thing happened with the fish stock so I stopped thatOn 3/19, I called your office and Dr p*** answeredI told her who I was when I had come in and was checking to see if the allergy test had come backImmediately her response was no if it had you will get a callShe didn't even take the time to checkI then called Yellow Springs vet Clinic a place that *** has been going to for yearsThey said they would call Holistic Veterinary Healing to ask when the results came in to please fax a copy to their officeWithin minutes Dr R*** called with the resultsHow did that happen since Dr P*** said they weren't inI detected a slight irritation in Dr R***'s voice and at that point I was having doubts about this practiceI called back on 3/at 9:am I talked to John explaining my concerns about *** and how she was doingHe said he would give her the message and I never received a call backI emailed the office that evening letting them know I was not happy and Dr P*** said that Dr R*** was not in the office that day and was out on a house callSo two people obviously knew I had called and I never received a call back!!!!!!!!No one ever told me too call back in - weeksI had been calling sooner but my calls weren't being returnedSpecifically on the 3/appointment I sat in that office and asked Dr R*** if she wanted me to make a follow up appointment and she told me that she would call ME to check on *** and that never happenedThe vets in your practice are not diligent in returning callsThe exam was not thorough and yes this client fully understands that there are many causes of hair loss but the diet I have her on and the supplements she is on is not the problem!!!!!!!!!!!!!!!I possess communication skills but your practice is highly unorganized and lacks communication! Get your information correct before you take almost weeks to respondDoesn't sound to me that Dr R*** is too concerned about the health of my dog but more concerned about selling her products from AnswersMust be a big bonus in it for the DILIGENT DR!!!!!!!!!!!!! Second request for refund of $office visit!

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However I do expect that this money is refunded to me immediately without any delays. I do not want to have to wait 1,2,3, or 4 weeks for this to be taken care of.
[redacted]

From: Holistic Veterinary Healing <holvethealing@[redacted].com>Date: Thu, May 14, 2015 at 7:02 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [email protected], [redacted] <hvhhospmgr@[redacted].com>, [redacted]...

[redacted] <[redacted].com>, "Dr. R[redacted]" <[redacted].com>Dear [redacted],We apologize for the delay in responding to this complaint by [redacted].  However, it was important to us that we do a thorough review and provide the doctor the opportunity to review our records and respond accordingly.  Pasted below is our response, please contact us if you have any questions.Best regards,Cecelia B[redacted]Hospital ManagerHolistic Veterinary Healing[redacted] **Germantown, MD [redacted]###-###-####Thank you for the opportunity to respond to our clients concerns following her appointment with Dr. R.  According to our records, Ms. P brought her 20.4 pound dog to the clinic for an appointment with Dr. R on March 11th.  From her exam of Ms. P’s pet, Dr. R’s notes indicate that the dog had a history of  erratic fur growth and thinning and yeast dermatitis around the ear margins, loss of hair on tail and bouts of pancreatitis on and off since November of 2014.  She also noted that skin issues are worse in the summer months and with heat and that the dog is very allergic to flea bites.  The client feeds her pet yogurt, meats and grain free and freeze dried foods and treats and the pet has had no vaccinations, topical flea treatments or heart worm preventatives.  The exam notes included comments regarding the hair-loss and specific observations regarding her tongue and pulse in keeping with a typical Chinese medicine examination.  During the visit, Dr. R made food therapy recommendations based on years of experience.  Seventy percent of all disease starts in the gut.  Nutritional therapy is the first level of therapy for treating the cause of the majority of skin diseases.  Raw diets are particularly beneficial.  When Dr. R talks about food therapy, she recommends raw as the best option, then cooked foods, then kibble.  She feels her role is to guide and does this by thoroughly explaining the alternatives.  When Dr. R[redacted] learned that this client cooks for her dog and that the dog does not do well on raw foods, she noted so in the records. Once the exam was complete, Dr. R and Ms. P agreed on the following plan: Plan:1.    Food allergy test2.    Rx Pancreatrophin for healing the pancreas3.    Rx Thytrophin for supporting the thyroid, a major cause of skin issues4.    Rxn Raw Goat's Milk5.    Rxn Fish stock for nutrients to heal skin issues and endocrine issues Eight days later, on March 19th, Dr. R called Ms. P to report the results of the food allergy test, noting that the dog is allergic to milk, corn, flax, and kelp.  Dr. R told Ms. P to eliminate yogurt from her pet’s diet and to not feed her any grain free kibble or treats because they may contain corn, flax or kelp, and to watch for improvement.  The client was to call back in 3 – 4 weeks if the pet improved but sooner if he didn't improve.  That would have been the week of April 9 – 16.  Ms. P did not mention any concerns regarding the visit, the exam, or a bad reaction to the goat’s milk and/or fish stock during the call with Dr. R on March 19. We are surprised to hear that Ms. P left a message that was not returned.  The vets in this practice are very diligent in calling their clients and following up on phone calls from clients.  If this one fell through the cracks, we apologize for the oversight.  However, the exam was thorough and the client understood at the time that there are many causes of hair loss and the best approach is to address the cause and not just the symptom and this can take some time for the body to respond.  Skin issues can take over a year to resolve and requires communication between the client and the Vet.  It is unfortunate that communication broke down in this instance. We are happy to answer any of your questions.