Metropolitan Veterinary Medical Group, Inc.

Initial Business Response /* (1000, 5, 2016/06/23) */
(Revdex.com received response via email. Email posted below.)
[redacted]
Dispute Resolution/Marketplace Consultant
[redacted]

RE Case #[redacted]

Ms. [redacted],
The clients presented their pet to our...

ER service initially on June 12, 2016 for anorexia, vomiting and diarrhea with blood. After initial exam and radiographs, our ER doctor discussed treatment options with the owners. The owners elected to treat their pet conservatively at home as an outpatient. It was stated in the case report that if patient's signs continued, we recommended hospitalization for further supportive care and diagnostics. The owners signed the case report and paid their bill before leaving.
The owners returned on June 13, 2016 as their pet continued to be lethargic and have diarrhea with blood. After examination of the patient our ER doctor recommended hospitalization, treatment and further diagnostics. At this time the owners declined all diagnostics and treatment and elected to go directly to their regular veterinarian for treatment. No additional fees were charged for the second visit as we have a 48-hour grace period for patients returning to the ER.
I have thoroughly reviewed the case and feel that the care, treatment, and communication provided were appropriate. Unfortunately, some patients do not respond to conservative outpatient therapy and require additional diagnostics, treatment, and hospitalization to improve clinical signs. Please feel free to contact me with any questions.
Sincerely,
Dr. MJ E[redacted]
Director of Medical Services

Initial Business Response /* (1000, 7, 2015/11/17) */
Per the examining DVM: Informed O that I would take P to exotics room, have technician hold for examination. O consented, did not express any concerns at that time.
Weight: 306 gm HR: 240 RR: 12
QDR, fluffed and resting with...

eyes closed when not handled. Easily stressed with handling, slightly dyspneic after exam but returns to normal breathing within a few minutes. Normal breath sounds, bradycardia. Prominent keel. No abnormalities on abdominal palpation. Weak grip in both feet, poor perching ability. P lay on scale, resting on keel during weighing, later able to stand in incubator. Rough feathers, small area of thinned feathers around both ears.
After P exam completed but before I had chance to return to exam room, O approached receptionist for update, expressed dissatisfaction that P was taken from exam room for evaluation. Informed them that exam was completed, requested they return to room to discuss findings.
Recommended hospitalization for stabilization, evaluation by Avian DVM, further diagnostics. O agreed with recommendation but asked when Avian DVM would examine P and speak with them. Informed them of our protocol, that I would discuss P's case with Avian DVM, coordinate treatment, diagnostics, and monitoring tonight, and that Avian DVM would contact them either tonight or tomorrow with update. O agreed that P required hospitalization but expressed frustration that an avian doctor would not look at P tonight. I apologized, again explain that this is our protocol, and that treatments would be started tonight. O again expressed concern about heavy metal toxicity, expressed concern that testing and treatment be started immediately. I informed them that this concern would be passed to Avian DVM, but test results may take a couple days to become available. O then suggested taking P home tonight. I advised against this due to P condition, recommended stabilization, possible fluids and antibiotics, offered to contact Avian DVM immediately to discuss case. O still frustrated but agreed to this. Contacted Avian DVM with information. O's then went to lobby, demanded that P be brought to them immediately as they wanted to take him to another vet, became very loud and started swearing at receptionists and technicians in front of other clients. P was brought to O, who left without waiting for case report or paying for exam.
The patient did receive an examination by the ER DVM and the ER DVM consulted with the Avian DVM prior to the client leaving. Based on these facts the charges are appropriate and will not be waived.
Initial Consumer Rebuttal /* (3000, 9, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were never informed of the avian vet ever being called much less reached on the phone to advise on what to do. As reluctant as the vet there was to even call the avian vet that was on call and as long as we waited for them to come back into the waiting room to inform us either way (45 minutes) it's hard to believe that the attempt was even made. No one even popped their head into the room to say they were trying, we were just left hanging in wait and our bird was left clinging to life while nothing was being done. They didn't even attempt to give fluid or anything while we were waiting. If hospitalization was immediately deemed necessary they should have at least given fluids and kept him warm while waiting like our NORMAL veterinarian did for one of our other birds that became ill, who survived his illness because medical treatment was started immediately.