Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [redacted] I could not figure out how to reply to the response so I am sending you this email as my reply Hope it's not too difficult to pull together....please let me know if it is and also, if necessary, I will send you the medications and you can send them back to me [redacted] Once again, NOBODY EVER TOLD ME or so much as SUGGESTED that I see a Specialist for Snowy's eye problem NOBODY I can see Animal Haven is trying to cover their tracks As far as my not getting a biopsy from the removal of his eye by the Specialist, that is nobody's business but my own Perhaps if I had not had to pay the money I did to Animal Haven I could have afforded the additional $for a biopsy The results would not have mattered anyway, since the operation maxxed out the only financial resource I had which was the Care Credit card I do not have to account to these people in any way, shape or form The fact of the matter is, the complaint stands as it is The stones they throw at me have nothing whatsoever to do with the facts of this case, i.e [redacted] mis-diagnosed my Boy, gave and charged me for inappropriate medications, some of which EXPIRED IN FEBRUARY, blew it off as "oh it is good for a year afterwards" (although I thought it somewhat thick for eyedrops but figured she must know!!) and now is trying to cover her tracks no matter what stones she and her "lawyer" must throw Far as I can see, bottom line is still the same Who did Dr,[redacted] benefit? Certainly not my Snowy Not me, for sure Only herself I don't blame anyone for making a mistake but I don't see why I should pay for it, do you? No one in their right mind would say "Oh here, take all my money you possibly can and it's okay if you don't do anything for it." But that seems to be the outlook of some of these "doctors." The fact she is now doing whatever she can to cover it all is disgusting and makes me sick In conclusion--in my years of life I have had many pups Not once in my long experience have I ever had a vet (or an M.Dfor that matter) recommend, refer or even suggest going to a specialist WITHOUT PUTTING IT ON THE PAPERWORK What follows this email are several more emails showing the paperwork for every time I was in there Also pictures of the medications I got these medications different times, The last time I did not even use them, because I had decided she didn't know what she was doing and ON MY OWN went to [redacted] the Specialist Thank you for your time
Below please find the letter submitted to the veterinary licensing board in response to a complaint submitted by this customer. The letter addresses all of the issues stated in the complaint to the Revdex.com. For privacy reasons, submittal of
specific records as indicated in the draft letter are not being submitted to the Revdex.com. Also, please note that since the client has placed a complaint against Dr***'s veterinary license, we cannot communicate directly with her. Of special note though, the records we have obtained from the veterinarian this owner saw prior to coming to our office due to the filing of her complaint against Dr***'s license indicate that the veterinarian at this office noted changes to the structures of the eye based on ophthalmologic examination conducted at what seems to be a wellness and routine vaccination visit. The owner unfortunately allowed the state of the eye to deteriorate to a state whereby examination of the inner structures of the eye were not possible upon her first visit to our office. Should she have followed the recommendation of that veterinarian and seen an ophthalmologist at that time, perhaps earlier intervention could have been taken at that time. The owner declined numerous recommendations to see a specialist on at least different occasions by different people and furthermore, declined even the specialists recommendations to have the removed eye tissue biopsied to determine possible necessary treatments based on those biopsy results. As veterinarians we can only treat what is visble at that specific point in time and what the owner consents to us doing.
The complaint also references our office not returning her call to complain. Dr*** did in fact call her and left a message on her machine when she called our office seeking refund after the eye had been removed at the emergency/referral hospital. The message stated in effect that we were sorry to learn of Snowy's need for eye removal but that the treatments at our office were all that could be done given the state of the eye upon presentation and her decline to see a specialist. Nothing that was or was not done resulted in what was the ultimate problem - a tumor! The owner also declined numerous recommendations (both at our office and the vet prior) and even given the need for her dog's eye to be removed declined recommendations of even the specialist for biopsy. She needs to keep her repeated declinations in mind when trying to place "blame" the progression of her dog's eye condition
Also of note when we received records from the other hospitals concerning this case is that the records document numerous irate and negative phone calls from this owner with the office staff at each veterinary office. It seems she is not happy at any of the offices she attended, which seems unwarranted as we have a very positive relationship with each of the other hospitals and know first-hand the high professionalism of these colleagues
Please let me know if you need anything further regarding this complaint
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Dr***, Here is my rough draft of the answerOnce I have the White Clay chart I can add to that portion. Please let me know if you have any suggestions or changes on this partThanks. ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***8, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Please see the attached file *** ***'s reply.cocx and an image of Milo's left eyeThank you for your help
Regards,
*** ***
I will fax you our written records tomorrow. I believe you will see from them that we provided very thorough and appropriate care and service, despite being confronted by an owner who wanted to dispute our recommendations and decline minimum standards of care. We have...
only seen Mr. [redacted]'s dog, Milo, at Animal Haven Veterinary Center on two occasions. His appointment on 3/22/17 was scheduled to be with Dr. [redacted] and she saw him for his original appointment to our facility on 1/4/17. Unfortunately, Dr. [redacted] experienced an unforeseen dental emergency on 3/22 that resulted in an emergency root canal once her dentist was able to evaluate her. This therefore necessitated unexpectedly that I see her scheduled appointments for that day. Milo's appointment was for a non-routine or "problem -based" exam for a red eye that the owner reported had been an on-and-off issue for approximately one month. Upon my entering the examination room and attempting to greet Mr. [redacted] and Milo, Mr. [redacted] immediately stated "You are not Dr. [redacted]" to which I replied, "You are correct. I am Dr. Brady". I proceeded to explain the circumstances as to why Dr. [redacted] was suddenly and unexpectedly not in the office at AHVC that day. Mr. [redacted] was very argumentative throughout the entire appointment and chose to doubt/second-guess nearly everything we attempted to discuss with him and it most certainly made the appointment a "taxing" endeavor. As you can see from the faxed article, a corneal eye stain is considered a basic yet minimum standard of care to be performed on any and every patient presenting with a red eye. Mr. [redacted] was refusing this very basic and standard test which is necessary to ensure a healthy cornea in order to appropriately prescribe eye medications and avoid serious complications should a corneal injury/impairment be present. We explained this to Mr. [redacted] as he was refusing from the outset to let us do this minimally required test. It was most certainly NOT as a psychological scare tactic as he suggests in his complaint, but rather would be considered a basic form of malpractice for such to NOT be performed on a patient presenting with the symptom of "red eye(s)". It is unfortunate when owners do not want us to perform even the most basic of tests required of us in order to provide appropriate diagnosis and treatment of their pet's ailments as well as what is required of us to maintain our licensure as a "competent" professional veterinary care provider. In all honesty, I am not sure what we could have possibly done differently and am confident that we provided professional AND appropriate care and service to both Milo and Mr. [redacted]. Given Milo's appointment was for an eye problem that had already been present for a month based on what he told the receptionist at the time his appointment was scheduled, I believe it would have been detrimental and unprofessional of us to have NOT seen Milo that day. I made the decision to stay and work all day in order to see Dr. [redacted]'s appointments and meet the needs of our clients/patients as that seemed more "professional" versus cancelling them. All of our other clients that day were very appreciative that their pet was examined and able to have care rendered. Unfortunately, Mr. [redacted] did not even allow me to greet him and introduce myself to him upon my entering the room as he IMMEDIATELY started the appointment by pointing out THE MOMENT I entered the exam room that I was not Dr. [redacted]! Ultimately, I am disappointed that Mr. [redacted] is dissatisfied as we always strive to provide complete client satisfaction, but I believe his complaint is without merit and feel strongly there is nothing we could have (nor should have) done differently. Thank you, [redacted] Animal Haven Veterinary Center
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted] I could not figure out how to reply to the response so I am sending you this email as my reply. Hope it's not too difficult to pull together....please let me know if it is and also, if necessary, I will send you the medications and you can send them back to me.
[redacted]
Once again, NOBODY EVER TOLD ME or so much as SUGGESTED that I see a Specialist for Snowy's eye problem. NOBODY. I can see Animal Haven is trying to cover their tracks. As far as my not getting a biopsy from the removal of his eye by the Specialist, that is nobody's business but my own. Perhaps if I had not had to pay the money I did to Animal Haven I could have afforded the additional $220 for a biopsy. The results would not have mattered anyway, since the operation maxxed out the only financial resource I had which was the Care Credit card.
I do not have to account to these people in any way, shape or form. The fact of the matter is, the complaint stands as it is. The stones they throw at me have nothing whatsoever to do with the facts of this case, i.e. [redacted] mis-diagnosed my Boy, gave and charged me for inappropriate medications, some of which EXPIRED IN FEBRUARY, blew it off as "oh it is good for a year afterwards" (although I thought it somewhat thick for eyedrops but figured she must know!!) and now is trying to cover her tracks no matter what stones she and her "lawyer" must throw.
Far as I can see, bottom line is still the same. Who did Dr,.[redacted] benefit? Certainly not my Snowy. Not me, for sure. Only herself. I don't blame anyone for making a mistake but I don't see why I should pay for it, do you? No one in their right mind would say "Oh here, take all my money you possibly can and it's okay if you don't do anything for it." But that seems to be the outlook of some of these "doctors." The fact she is now doing whatever she can to cover it all is disgusting and makes me sick.
In conclusion--in my 62 years of life I have had many pups. Not once in my long experience have I ever had a vet (or an M.D. for that matter) recommend, refer or even suggest going to a specialist WITHOUT PUTTING IT ON THE PAPERWORK. What follows this email are several more emails showing the paperwork for every time I was in there. Also pictures of the medications. I got these medications 3 different times, The last time I did not even use them, because I had decided she didn't know what she was doing and ON MY OWN went to [redacted] the Specialist.
[redacted] There really is nothing more that we can say. I will however end you copies of our records as well as the records from the prior veterinarian Mrs. [redacted] saw prior to coming to Animal Haven. You will see in the doctors' written notes from each hospital that Mrs. [redacted] declined offers for referral to an ophthalmologist. I will also forward you copy of a message Mrs. [redacted] posted to us on yelp PRIOR to coming to Animal Haven whereby she is stating discontent for veterinarians' cost of services and wanting us to tell her how much her appointment at AHVC would be should she elect to bring Snowy to our office. In it she states she "tired of dropping $200 each time" she goes to the vet for her dog. We just recently became aware of Mrs. [redacted]' message to us on yelp and therefor had no contact with her prior to her first visit to AHVC. She stated her monetary limitations to Dr. [redacted] at her first appointment - and actually cited financial concerns as to why she did not want to go to a specialist. Of interesting note however, is that the consultation fee with an opthalmologist specialist is typically $200 for examination with diagnostics, treatments, and medications being IN ADDITION to the $200 office visit fee. Based on Dr. [redacted]'s notations (the veterinarian at the hospital Mrs. [redacted] attended prior to her visit with Animal Haven), he clearly indicates that he discussed referral to a specialist with her. Perhaps Mrs. [redacted] called for pricing and this prompted her message to us in yelp in which she clearly expresses discontent with $200 visits at the vet. As we stated in our prior response to Mrs. [redacted] complaint, if the owner imposes financial limits to the appointment then we are more limited with what can be done, particularly in a serious situation. Furthermore, Mrs. [redacted] was offered referral to a specialist several times at our office as well as by Dr. [redacted] at White Clay Veterinary Hospital. She declined that recommendation made to her by TWO doctors at TWO completely unrelated veterinary hospitals. As far as Mrs. [redacted]' comment about no notations on her records about referral a specialist: I suspect Mrs. [redacted] is referring to the copy of the invoice amount that is presented to every client upon departure from our facility. They are NOT our medical records. Copies of the medical records will be mailed to you tomorrow, Thursday, Feb 5, 2015. Please let me know once you receive them. Sincerely, [redacted] Owner, Animal Haven Veterinary Center
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [redacted] I could not figure out how to reply to the response so I am sending you this email as my reply Hope it's not too difficult to pull together....please let me know if it is and also, if necessary, I will send you the medications and you can send them back to me [redacted] Once again, NOBODY EVER TOLD ME or so much as SUGGESTED that I see a Specialist for Snowy's eye problem NOBODY I can see Animal Haven is trying to cover their tracks As far as my not getting a biopsy from the removal of his eye by the Specialist, that is nobody's business but my own Perhaps if I had not had to pay the money I did to Animal Haven I could have afforded the additional $for a biopsy The results would not have mattered anyway, since the operation maxxed out the only financial resource I had which was the Care Credit card I do not have to account to these people in any way, shape or form The fact of the matter is, the complaint stands as it is The stones they throw at me have nothing whatsoever to do with the facts of this case, i.e [redacted] mis-diagnosed my Boy, gave and charged me for inappropriate medications, some of which EXPIRED IN FEBRUARY, blew it off as "oh it is good for a year afterwards" (although I thought it somewhat thick for eyedrops but figured she must know!!) and now is trying to cover her tracks no matter what stones she and her "lawyer" must throw Far as I can see, bottom line is still the same Who did Dr,[redacted] benefit? Certainly not my Snowy Not me, for sure Only herself I don't blame anyone for making a mistake but I don't see why I should pay for it, do you? No one in their right mind would say "Oh here, take all my money you possibly can and it's okay if you don't do anything for it." But that seems to be the outlook of some of these "doctors." The fact she is now doing whatever she can to cover it all is disgusting and makes me sick In conclusion--in my years of life I have had many pups Not once in my long experience have I ever had a vet (or an M.Dfor that matter) recommend, refer or even suggest going to a specialist WITHOUT PUTTING IT ON THE PAPERWORK What follows this email are several more emails showing the paperwork for every time I was in there Also pictures of the medications I got these medications different times, The last time I did not even use them, because I had decided she didn't know what she was doing and ON MY OWN went to [redacted] the Specialist Thank you for your time
Below please find the letter submitted to the veterinary licensing board in response to a complaint submitted by this customer. The letter addresses all of the issues stated in the complaint to the Revdex.com. For privacy reasons, submittal of
specific records as indicated in the draft letter are not being submitted to the Revdex.com. Also, please note that since the client has placed a complaint against Dr***'s veterinary license, we cannot communicate directly with her. Of special note though, the records we have obtained from the veterinarian this owner saw prior to coming to our office due to the filing of her complaint against Dr***'s license indicate that the veterinarian at this office noted changes to the structures of the eye based on ophthalmologic examination conducted at what seems to be a wellness and routine vaccination visit. The owner unfortunately allowed the state of the eye to deteriorate to a state whereby examination of the inner structures of the eye were not possible upon her first visit to our office. Should she have followed the recommendation of that veterinarian and seen an ophthalmologist at that time, perhaps earlier intervention could have been taken at that time. The owner declined numerous recommendations to see a specialist on at least different occasions by different people and furthermore, declined even the specialists recommendations to have the removed eye tissue biopsied to determine possible necessary treatments based on those biopsy results. As veterinarians we can only treat what is visble at that specific point in time and what the owner consents to us doing.
The complaint also references our office not returning her call to complain. Dr*** did in fact call her and left a message on her machine when she called our office seeking refund after the eye had been removed at the emergency/referral hospital. The message stated in effect that we were sorry to learn of Snowy's need for eye removal but that the treatments at our office were all that could be done given the state of the eye upon presentation and her decline to see a specialist. Nothing that was or was not done resulted in what was the ultimate problem - a tumor! The owner also declined numerous recommendations (both at our office and the vet prior) and even given the need for her dog's eye to be removed declined recommendations of even the specialist for biopsy. She needs to keep her repeated declinations in mind when trying to place "blame" the progression of her dog's eye condition
Also of note when we received records from the other hospitals concerning this case is that the records document numerous irate and negative phone calls from this owner with the office staff at each veterinary office. It seems she is not happy at any of the offices she attended, which seems unwarranted as we have a very positive relationship with each of the other hospitals and know first-hand the high professionalism of these colleagues
Please let me know if you need anything further regarding this complaint
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Dr***, Here is my rough draft of the answerOnce I have the White Clay chart I can add to that portion. Please let me know if you have any suggestions or changes on this partThanks. ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***8, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Please see the attached file *** ***'s reply.cocx and an image of Milo's left eyeThank you for your help
Regards,
*** ***
I stand by my original response. The care provided meets the required minimum veterinary standard of care. *** *** ***
I will fax you our written records tomorrow. I believe you will see from them that we provided very thorough and appropriate care and service, despite being confronted by an owner who wanted to dispute our recommendations and decline minimum standards of care. We have...
only seen Mr. [redacted]'s dog, Milo, at Animal Haven Veterinary Center on two occasions. His appointment on 3/22/17 was scheduled to be with Dr. [redacted] and she saw him for his original appointment to our facility on 1/4/17. Unfortunately, Dr. [redacted] experienced an unforeseen dental emergency on 3/22 that resulted in an emergency root canal once her dentist was able to evaluate her. This therefore necessitated unexpectedly that I see her scheduled appointments for that day. Milo's appointment was for a non-routine or "problem -based" exam for a red eye that the owner reported had been an on-and-off issue for approximately one month. Upon my entering the examination room and attempting to greet Mr. [redacted] and Milo, Mr. [redacted] immediately stated "You are not Dr. [redacted]" to which I replied, "You are correct. I am Dr. Brady". I proceeded to explain the circumstances as to why Dr. [redacted] was suddenly and unexpectedly not in the office at AHVC that day. Mr. [redacted] was very argumentative throughout the entire appointment and chose to doubt/second-guess nearly everything we attempted to discuss with him and it most certainly made the appointment a "taxing" endeavor. As you can see from the faxed article, a corneal eye stain is considered a basic yet minimum standard of care to be performed on any and every patient presenting with a red eye. Mr. [redacted] was refusing this very basic and standard test which is necessary to ensure a healthy cornea in order to appropriately prescribe eye medications and avoid serious complications should a corneal injury/impairment be present. We explained this to Mr. [redacted] as he was refusing from the outset to let us do this minimally required test. It was most certainly NOT as a psychological scare tactic as he suggests in his complaint, but rather would be considered a basic form of malpractice for such to NOT be performed on a patient presenting with the symptom of "red eye(s)". It is unfortunate when owners do not want us to perform even the most basic of tests required of us in order to provide appropriate diagnosis and treatment of their pet's ailments as well as what is required of us to maintain our licensure as a "competent" professional veterinary care provider. In all honesty, I am not sure what we could have possibly done differently and am confident that we provided professional AND appropriate care and service to both Milo and Mr. [redacted]. Given Milo's appointment was for an eye problem that had already been present for a month based on what he told the receptionist at the time his appointment was scheduled, I believe it would have been detrimental and unprofessional of us to have NOT seen Milo that day. I made the decision to stay and work all day in order to see Dr. [redacted]'s appointments and meet the needs of our clients/patients as that seemed more "professional" versus cancelling them. All of our other clients that day were very appreciative that their pet was examined and able to have care rendered. Unfortunately, Mr. [redacted] did not even allow me to greet him and introduce myself to him upon my entering the room as he IMMEDIATELY started the appointment by pointing out THE MOMENT I entered the exam room that I was not Dr. [redacted]! Ultimately, I am disappointed that Mr. [redacted] is dissatisfied as we always strive to provide complete client satisfaction, but I believe his complaint is without merit and feel strongly there is nothing we could have (nor should have) done differently. Thank you, [redacted] Animal Haven Veterinary Center
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted] I could not figure out how to reply to the response so I am sending you this email as my reply. Hope it's not too difficult to pull together....please let me know if it is and also, if necessary, I will send you the medications and you can send them back to me.
[redacted]
Once again, NOBODY EVER TOLD ME or so much as SUGGESTED that I see a Specialist for Snowy's eye problem. NOBODY. I can see Animal Haven is trying to cover their tracks. As far as my not getting a biopsy from the removal of his eye by the Specialist, that is nobody's business but my own. Perhaps if I had not had to pay the money I did to Animal Haven I could have afforded the additional $220 for a biopsy. The results would not have mattered anyway, since the operation maxxed out the only financial resource I had which was the Care Credit card.
I do not have to account to these people in any way, shape or form. The fact of the matter is, the complaint stands as it is. The stones they throw at me have nothing whatsoever to do with the facts of this case, i.e. [redacted] mis-diagnosed my Boy, gave and charged me for inappropriate medications, some of which EXPIRED IN FEBRUARY, blew it off as "oh it is good for a year afterwards" (although I thought it somewhat thick for eyedrops but figured she must know!!) and now is trying to cover her tracks no matter what stones she and her "lawyer" must throw.
Far as I can see, bottom line is still the same. Who did Dr,.[redacted] benefit? Certainly not my Snowy. Not me, for sure. Only herself. I don't blame anyone for making a mistake but I don't see why I should pay for it, do you? No one in their right mind would say "Oh here, take all my money you possibly can and it's okay if you don't do anything for it." But that seems to be the outlook of some of these "doctors." The fact she is now doing whatever she can to cover it all is disgusting and makes me sick.
In conclusion--in my 62 years of life I have had many pups. Not once in my long experience have I ever had a vet (or an M.D. for that matter) recommend, refer or even suggest going to a specialist WITHOUT PUTTING IT ON THE PAPERWORK. What follows this email are several more emails showing the paperwork for every time I was in there. Also pictures of the medications. I got these medications 3 different times, The last time I did not even use them, because I had decided she didn't know what she was doing and ON MY OWN went to [redacted] the Specialist.
Thank you for your time.
[redacted] There really is nothing more that we can say. I will however end you copies of our records as well as the records from the prior veterinarian Mrs. [redacted] saw prior to coming to Animal Haven. You will see in the doctors' written notes from each hospital that Mrs. [redacted] declined offers for referral to an ophthalmologist. I will also forward you copy of a message Mrs. [redacted] posted to us on yelp PRIOR to coming to Animal Haven whereby she is stating discontent for veterinarians' cost of services and wanting us to tell her how much her appointment at AHVC would be should she elect to bring Snowy to our office. In it she states she "tired of dropping $200 each time" she goes to the vet for her dog. We just recently became aware of Mrs. [redacted]' message to us on yelp and therefor had no contact with her prior to her first visit to AHVC. She stated her monetary limitations to Dr. [redacted] at her first appointment - and actually cited financial concerns as to why she did not want to go to a specialist. Of interesting note however, is that the consultation fee with an opthalmologist specialist is typically $200 for examination with diagnostics, treatments, and medications being IN ADDITION to the $200 office visit fee. Based on Dr. [redacted]'s notations (the veterinarian at the hospital Mrs. [redacted] attended prior to her visit with Animal Haven), he clearly indicates that he discussed referral to a specialist with her. Perhaps Mrs. [redacted] called for pricing and this prompted her message to us in yelp in which she clearly expresses discontent with $200 visits at the vet. As we stated in our prior response to Mrs. [redacted] complaint, if the owner imposes financial limits to the appointment then we are more limited with what can be done, particularly in a serious situation. Furthermore, Mrs. [redacted] was offered referral to a specialist several times at our office as well as by Dr. [redacted] at White Clay Veterinary Hospital. She declined that recommendation made to her by TWO doctors at TWO completely unrelated veterinary hospitals. As far as Mrs. [redacted]' comment about no notations on her records about referral a specialist: I suspect Mrs. [redacted] is referring to the copy of the invoice amount that is presented to every client upon departure from our facility. They are NOT our medical records. Copies of the medical records will be mailed to you tomorrow, Thursday, Feb 5, 2015. Please let me know once you receive them. Sincerely, [redacted] Owner, Animal Haven Veterinary Center