Mount Rose Animal Hospital

My puppy needed emergency medical care. We were told in a unprofessional manner that the hospital had no appointments & They had a clinic today. On 10/11/14 My puppy had several issues after being care for my a boarding service. When I called for a emergency appointment I was turned away in a rude manner. I was holding my puppy so I put the phone on speaker when I called in with (4) people listening. She said, "We have clinic today and No appointments available." She said this like a matter of fact. We all looked at each other in shock. I said, "Well were I'm I suppose to take him your my vet."She told me to wait. When she came back to the phone she said take him to a Emergency Animal Hospital. I was never told I would have to send my puppy somewhere else. My boyfriend & I decided if I have to take my dog somewhere else then we should find a better Vet. I called them back when we got home from the Emergency Hospital and told them I will need my puppies records because I was going to a Vet that could accommodate us. I told them I had given them good reviews & that I needed to change it. I also told her I was singled out when I brought my dog in for the second time. I saw the Vet run back in the back as soon as I came in. I explained that I watched all the other clients go back with there pets. When it was my turn I was asked if I wanted to go back. I didn't go back. A minute later the asst. asked me if we got another dog? [redacted] wants to know. I said no. [redacted] didn't want me to come back with my puppy, but wanted to ask questions which was none of her business.I had told myself I wasn't going back because I didn't feel welcomed. When I asked for my records on 10/11/14 They asked where I was going. I said I was referred to a better hospital by the Emergency Doctor. She said she would send the records to them. I said No. I will pick them up. When I picked them up I read the records. On the first page was a long conversation log about why I'm leaving them, I wanted my puppies records only. I don't need a conversation log. There is much more about the conversation then about my puppy. We were new clients. I called other Hospitals to see if this is the norm. It is not. Hospitals give dates & treatments. Mt. Rose is not fair and pick's who they want in the back.Desired SettlementI would like my puppies medical records ONLY.They can keep their conversation letter. I would like the few treatments he came in for like, Shots exam etc. The usual information that goes on records. I would like them to email my puppies records. The records should only be 1 page. We'veonly been in twice. I would like the A.S.A.P.Thank you!Business Response On the day [redacted] called for an appointment for her puppy who was sick with vomiting and diarrhea (which can be a sign of a very highly contagious, and sometimes deadly, virus called Parvovirus, among other possible diagnoses), we were having a vaccine clinic for dogs and cats. At the vaccine clinic, we often have puppies coming in for their shots, but these puppies are not fully vaccinated and are susceptible to contagious viruses such as Parvovirus. These clinics often can be very busy, and the doctor on duty not only felt like she wouldn't be able to give [redacted]'s sick puppy the attention it needed or deserved, but she didn't want to expose other dogs or puppies to a possible contagious virus, were [redacted]'s dog to be infected with Parvovirus. The receptionist who answered the phone gave [redacted] our best recommendation (after placing her on hold to confirm with [redacted]) for having her puppy seen promptly and with the attention it needed (being sick), and referred [redacted] to the emergency clinic. I'm sorry [redacted] felt that was inappropriate, but we were trying to look out for not only the best interests of her puppy, but also the best interests of all the other dogs that were coming in that day. All of the veterinary hospitals in Reno refer to the Animal Emergency Center after hours or when they are unable to see a patient on the weekends.As far as [redacted] feeling she was being singled out when her puppy came in for vaccines (her second visit to our hospital), the veterinarian ([redacted]) didn't even see her come in. The receptionists typically ask owners if they want to come back for their dog's booster vaccines, and a lot of people don't want to do so. Some will walk with their dog into the hallway to get them started on the way back, but most owners don't stay because they don't want their dogs to associate them with the shot. Maybe that is what [redacted] witnessed? It sounded like she was asked if she wanted to go back with her dog...? Also, we do put sick pet appointments in rooms so the owners can speak directly with the veterinarian during the examinations. Most people who bring their pets in for booster shots don't want to be charged for an exam with the boosters, and therefore are done as "Do in Back" booster shots.Unfortunately, the resolution [redacted] wants would require altering the medical records, which is illegal (NAC 638.0485). All vet hospitals document conversations with owners, and we do the same. For us to remove a part of the medical records would get us in serious trouble with the Nevada Veterinary Board. If she would like, we can print a Vaccine Reminder that is a single sheet, documenting what vaccines her puppy has received and when he is due next. That will not include any other portion of the medical record, including documented conversations.