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Lofts On 9 Reviews (2)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was told that I would receive a call back last week but never heard from anyoneThey asked how they could fix the situation and I told them that the least they could do would be financial reimbursement for all the troubleClearly they know there was an issue with the photos being taken on a personal cell or else they would not have updated the policy on this.
Regards,
*** ***

To Whom It May Concern:On 11/16/16, *** *** presented for a dental cleaning to West Chester Veterinary CenterThe patient was dropped off by Mr***During any anesthetic procedure check in, the staff at WCVC presents every client with multiple forms to fill out including a surgery/dental
authorization, a CPR/DNR form, and an itemized estimate (See attached)All of these forms are gone over in detail by a veterinary technician and each client is given the opportunity to ask any questions they may have prior to leaving their petIn regards to an estimate, Mr*** was given a standard dental estimate for $which included routine dental cleaning, full mouth dental radiographs, general anesthesia, and pre-operative blood workIn dentals, it is difficult to predict whether or not any extractions will be required until the patient is safely under anesthesia and the veterinarian is able to closely examine the mouth and review dental radiographsIf it is determined that extractions will be needed, any additional cost to the original estimate will vary based on multiple factors including which teeth need pulled, the amount of extra anesthesia time that is required, whether or not any additional procedures are required to close extraction sites (gingival flaps), and any new medications that need to be sent home.During ***'s dental, it was determined that a total of teeth would need extracted, all with exposed roots, gingival recession, etcAs requested by Mr*** during drop off, a phone call was made to the client by the attending veterinarian to discuss the recommended extractions prior to any work being doneAfter discussing all of the medical aspects of ***'s case in detail with Mr***, the doctor informed him that a technician will go over all of the financial specifics with himMr*** then requested time to contact his wife and return a way call between himself, his wife, and the technician to which the doctor respectfully agreedDuring this phone call, the RWF taking care of *** presented a new estimate of close to $to perform all of the recommended extractionsTaking into consideration that this was a large jump from the original estimate, the technician provided numerous options to the client including addressing the more severe teeth first, working up to a certain dollar amount, and/or staging the mouth and re-visiting at a later datePlease take note that West Chester Veterinary Center takes pride in recommending the best possible medical options for its patients, but wholeheartedly understands that finances are a big, and sometimes, limiting factor when it comes to medical decisions for our beloved petsBecause of this, we do our absolute best to provide as many treatment plans as possible, work within budgets, prioritize one treatment over another, etcOur first, and primary goal, is making sure our patients receive the best care possible in hopes that they are able to live a long happy life with their human families.After an extensive phone call, Mr*** called back and authorized up to a $total bill and asked that we prioritize the worst teeth first*** was then safely maintained under anesthesia for a total of approximately hours white the dental cleaning was completed and the DVM extracted a total of teeth(See attached monitoring forms)During the dental, the DVM and technician thought it may be beneficial to take some before and after photos to show the client at pick upPlease note that these photos were taken for the sole purpose of education and were never released or scheduled to be released to anyone except Mrand Mrs***The staff at WCVC would never disclose any photos or personal information to anyone other than appropriate clinic staff and/or the client it pertains to without mutual consentEach staff member is bound by a privacy and confidentiality agreement which is signed upon hire at WCVC (See attached)In regards to the concerns about the device the photos were taken on, we can assure Mrand Mrs*** that these photos have long been deleted and were again meant only for educational and informational purposesIn hopes of attending any further concerns, WCVC has since created a clinic wide policy to use our hospital camera for any and all pictures relating to our clients.Later that afternoon, Mr*** again presented in the clinic to pick up *** following his dental procedureAs clinic policy, which has been utilized since at least 2010, surgery and any hospital stay discharges are done in the lobbyWCVC routinely staffs multiple doctors on any given day as well as houses a large boarding facility, and as a result, our exam rooms are generally full with appointments or kennel patients awaiting check inFurthermore, as we are a busy doctor emergency and preventative care practice, there are some times when clients are left waiting in the lobby until they are able to be placed in a roomAt discharge the same RV who had been caring for *** throughout the day spoke to Mr*** in detail about post anesthesia instructions and all the extractions that were performedDuring this conversation, things such as pain management, the location of performed extractions, what to expect at home post dental, and go home medication instructions were all discussedNot at any point in this conversation were things such as personal names and financial constraints exclusively announcedNor did Mr*** give the impression that he was uncomfortable discussing the case in the lobby; if he had we would have immediately made adjustments whether it be moving to an open exam room (pending one was open) or even another part of the hospitalIt was not brought to our attention until Mrs***, who was not present during discharge, called back later that evening.In conclusion, West Chester Veterinary Center sincerely apologizes that Mrand Mrs*** felt there was a lack of confidentiality in ***'s careMrs*** had openly expressed her concerns to management via phone call the following afternoon, and although we definitely respect and understand her frustrations, we can assure her there was no malicious or uncompassionate nature involved, in veterinary medicine, it is our job to educate our clients on any illnesses or complications their pet may be experiencing and to provide the best recommendations that we can so owners can make informed medical decisionsIn many cases, and we see this on an almost daily basis, there may be therapeutic and diagnostic options that our clients may not wish to pursue for whatever reason, whether it be financial, personal, etcThis most definitely does not make the client a negligent owner, but rather an average, everyday, educated, informed pet owner who is doing everything in his/her power to maintain the health of their fur babyAs *** medically received the highest, utmost level of care during his dental West Chester Veterinary Center will not be offering a refund of any kind at this timeHe received pre-anesthetic blood work to monitor his internal organ values prior to surgery, an IV catheter to provide intravenous access and to regulate his blood pressure while under anesthesia, constant monitoring and supervision during a long dental procedure from highly trained, educated, and experienced veterinary technicians and doctorsWe will, however, listen and respect the concerns of Mrand Mrs*** going forward and consider changes to hospital policiesAs mentioned earlier, a new photo policy has already been initiated throughout the clinic and we will be discussing ways to improve our patient dischargesWe sincerely apologize for any inconvenience this issue may have caused and hope this response clears up any confusionAs Mrs*** has already requested her pet's medical records be sent to another facility, we would like to wish ***, ***, and the *** family the best of luck with their future endeavorsWe will be happy to answer any medical questions that their new veterinary family may have.Regards,Management at West Chester Veterinary Center(DrElizabeth ***, Kelly ***, Courtney ***)

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