The client was estimated services for a dental cleaning and annual vaccinations not including taxUpon check-in the client, Mr***, ADDED an additional service; he wanted a show cut of the dog's nails which is a procedure that is time intensive as the nails are drilled
down and requires "after care" of foot soaks, antibiotics, pain meds etcThe receptionist gave him a fee of the "show cut" only which is $80, but neglected to advise him that there would be pain meds, foot soak solution, and an additional anesthetic timeThe fees are automatically placed on the patient account by the surgical staff. As the fees are being entered, the receptionist would not know the fees until he/she pulls up the invoice. The receptionist acknowledged her oversight in quoting, spoke to the manager to ok an issue of a refund, and immediately the following morning the fees were returned to the ownerWe recognized our oversight in quoting the fees and immediately fixed the issue with the client over the phone the next morningThe client is disingenuous when he gives the appearance in his narrative that the overage from the estimate is based on the dental cleaning and vaccinations, when the overage was due to the oversight by the front desk in not including the services that always and must go along with a show cut like the one the owner requestedFees are automatically entered when services are completed at the "back of the house", so when the reception staff pulls up the client invoice at the front desk, the fees are already inputThe receptionist most likely did not review the invoice prior to the client arriving at the clinic in order to check with the manager re the difference in her quoteMost importantly, the initial quote was based on ONLY dental cleaning and vaccinationsFurther the patient's teeth had heavy tartar build up and because we always work to do the best job when treating a patient, the clinic used an entire tray of sanos sealant to apply to the patient's teethThis tray cost more more than what was estimated to the owner, but we would prefer to do the best job and not short cut the treatment
The client was estimated services for a dental cleaning and annual vaccinations not including taxUpon check-in the client, Mr***, ADDED an additional service; he wanted a show cut of the dog's nails which is a procedure that is time intensive as the nails are drilled
down and requires "after care" of foot soaks, antibiotics, pain meds etcThe receptionist gave him a fee of the "show cut" only which is $80, but neglected to advise him that there would be pain meds, foot soak solution, and an additional anesthetic timeThe fees are automatically placed on the patient account by the surgical staff. As the fees are being entered, the receptionist would not know the fees until he/she pulls up the invoice. The receptionist acknowledged her oversight in quoting, spoke to the manager to ok an issue of a refund, and immediately the following morning the fees were returned to the ownerWe recognized our oversight in quoting the fees and immediately fixed the issue with the client over the phone the next morningThe client is disingenuous when he gives the appearance in his narrative that the overage from the estimate is based on the dental cleaning and vaccinations, when the overage was due to the oversight by the front desk in not including the services that always and must go along with a show cut like the one the owner requestedFees are automatically entered when services are completed at the "back of the house", so when the reception staff pulls up the client invoice at the front desk, the fees are already inputThe receptionist most likely did not review the invoice prior to the client arriving at the clinic in order to check with the manager re the difference in her quoteMost importantly, the initial quote was based on ONLY dental cleaning and vaccinationsFurther the patient's teeth had heavy tartar build up and because we always work to do the best job when treating a patient, the clinic used an entire tray of sanos sealant to apply to the patient's teethThis tray cost more more than what was estimated to the owner, but we would prefer to do the best job and not short cut the treatment