Complaint: ***
I am rejecting this response because: if I ask a question to your technician, I should not be ignoredWhen I googled EMERGENCY ANIMAL HOSPITALS, Neel's was the first one that came upIt was also the cheapest out of the three that I calledI did take it up with one of the people in the office that night when I was checking out and she apologized for the inconvenienceMy son can testify to the fact that we were ignored right before paying for the "service"I did not know that the protocol was to ignore your clients if they have a questionBesides CareCredit, you should have something else in place for clients that are not financially stable like myself My dog was urgently sick and I did not have time to make an appointment for her to be seen (hence an EMERGENCY)If it was by appointment basis, I should have been told thatI cannot have anymore treatment for my dog sense she is now deceasedThe other vet hospital I went to actually did an examI felt that Neel's just looked at her and said she was dehydrated (which I knew she was)Something needs to be done to make this right!!
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Between myself and Neel, this matter is closedHowever, there is a pending state investigation on this matter
Sincerely,
*** ***
Neel Veterinary Hospital is a hour / days a week hospital. We see appointments / walk-ins / referrals and transfer cases from other clinics as well as emergency casesAs with human hospitals and emergency rooms, a client /patient wait time can vary from 20-minutes to several hoursWe
certainly try to get everyone worked in as fast as we canWe do prioritize our cases as they are checked into the clinicHowever, we do not want to comprise and over look medical issues by just hurrying on an exam so we can get the client out the door because they have been waiting for an hourThis certainly is not the standard of care.We are certainly aware of the client's time and understand that they do not want to spend hours and hours in a clinic waiting to be seenI have reviewed the medical records for this complaint as well as I reviewed the case with the doctor that was in charge of the caseMonday evenings tend to be very busy, as I have numerous scheduled appointmentsWe do everything we can to accommodate walk in appointments (as was this particular case)Most clinics will not see walk ins, you must have an appointment and in some cases, clients may have to wait 2-days to be seen by their veterinarianI will not tum away a client if they need their pet seenThey can come into our clinic regardless of the day and I or time and we will work them inWith that being said, sometimes there is a waitThe patients that appeared to have been checked in after she was checked in and seen and checked out before she was seen were scheduled appointments or were seen by other doctors for very minor issuesI do have (4-doctors) seeing appointments on Monday eveningsEach case that is checked in is assigned to a specific doctor and then they work through the cases as efficiently as possible.I do have cameras in the rooms and throughout the clinicHowever, the cameras are not monitored / viewed 24/They are used for security purposesThe son may have waved at the camera but that did not alert any ones attentionI am currently the only person that has access to reviewing the video feed from the cameras.The technician did come in and visit with the client and obtain a historyThe doctor did visit with the owner as well and examined the dogThe pet had been sick for about 4-days prior to presenting to the clinic for an examinationThe doctor was not able to determine the cause of the illness just based off the examination, but could determine that the pet was really dehydrated The examination that is performed is used to help better aid us as to what we need to do next to determine the cause of illnessIn this case other than the dehydration, we could not find a causeTherefore, the recommendation was to run diagnostic testHowever, the owner was limited on her finances so we were not able to do any test.My doctor's responsibility is to visit with the owner and obtain a history, perform an examination of the pet and then present the clients with a recommendation for trying to diagnosis the problem I problems and how it would be treatedThe doctor made an estimate of a variety of different tests and treatment optionsThis estimate is presented to the client by my technicianMy doctor at this time will normally move on to the next caseOnce a determination is made as to how to proceed based on what the owners can do, the technician will up date the doctor.The clients decided that they could only afford to give fluidsThe office call / examination fee was$and the sq fluid administration was $The fluids were given under the skin to help with the dehydration; however this just helps for the short termSome pets do well with this treatment; some require more aggressive treatments I work up.I do apologize for the wait time for this clientHowever, I feel that my staff and doctors did follow our protocols as I would have expectedI certainly wish my technician would have answered the client' s final question in an appropriate time and that the client did not have to track down another employee to get her questions answeredHowever, I do not feel that this client's complaint justifies a refund.I certainly like to make all my clients happy and satisfied 100%, however, I know there are some clients that regardless of my actions, I can never make them happyThe letter from the Revdex.com was the first that I had heard of any issues / concerns this client hadI do not show any correspondence from the client trying to contact the clinic to discuss her concerns, prior to turning my business into the Revdex.com
The customer
brought their newly acquired cat to Neel Veterinary Hospital on2-22-2017. Thecustomer statedthat they adoptedthe cat from a rescueorganization two days prior. Before coming to Neel Veterinary Hospital, the cat had been
taken to another veterinary hospital earlier that day, where the...
customer reported
to the veterinarian at Neel Veterinary Hospital that
the cat had been vomiting and the veterinarian they
visited earlier in the day performed diagnostic lab work and administered an
injection that they believed was for the vomiting symptoms. According to the customer, the cat continued to vomit and that prompted them to bring the
cat to Neel Veterinary Hospital. The cat was appropriately triaged for the presenting symptoms
of vomiting, hypersalivation, fever and increased respiratory
rate. The customer reported that the cat may have ingested lilies. Lily intoxication could not be ruled out and the treatment plan
was appropriate for the assessment and the information given to the veterinarian. The customer agreed to hospitalize the cat for intravenous
fluid therapy, antibiotic treatment and intensive care observation for further symptoms oflily intoxication.The customer was asked to call the
florist for type of lily
the cat was exposed to - per florist was star gazer lily which is toxic to the kidneys. Lily intoxication is commonly fatal in cats. During
hospitalization the cat continued to hypersalivate and continued to have an elevated temperature. Lab work was repeated during the two day
hospitalization to monitor the cat's kidney function for signs oflily toxicity. The customer
was consulted multiple
times throughout the cat's hospitalization and was
made aware of the cat's condition and consented to the treatment administered. The
cat began displaying respiratory signs of increased
airway sounds, coughing and sneezing and the veterinarian suspected a viral infection was causing the fever. The customer was advised the cat would be releasedand they were advised to monitor the temperature at home if theyfeel comfortable. If not to return for recheck 48 hours after going home. The catwas released fromNeel Veterinary Hospital on 2-25-2017 with [redacted] per the customer's
request. It is medically unlikely that
the symptoms the
cat was experiencing that
prompted the hospitalization and intensive care at Neel Veterinary Hospital were in any way associated with the ear mite infection that by the customer' s own admission was active at the time of the 2-22-2017 visit; yet the rescue organization the cat was adopted
from and the veterinarian that examined and
performed lab work prior to the hospitalization at Neel Veterinary Hospital clearly failedto diagnose. The cat was presented for a potentially life threatening condition and the response of the veterinarian was appropriate. Neel Veterinary Hospital responded to the customer and resolved the complaint as a gesture of good will by providing a refund of $500.00. The customerrequested
that the refund be applied to
the Bella Foundation account
and was provided with a letter confirming this transaction
Complaint: ***
I am rejecting this response because: if I ask a question to your technician, I should not be ignoredWhen I googled EMERGENCY ANIMAL HOSPITALS, Neel's was the first one that came upIt was also the cheapest out of the three that I calledI did take it up with one of the people in the office that night when I was checking out and she apologized for the inconvenienceMy son can testify to the fact that we were ignored right before paying for the "service"I did not know that the protocol was to ignore your clients if they have a questionBesides CareCredit, you should have something else in place for clients that are not financially stable like myself My dog was urgently sick and I did not have time to make an appointment for her to be seen (hence an EMERGENCY)If it was by appointment basis, I should have been told thatI cannot have anymore treatment for my dog sense she is now deceasedThe other vet hospital I went to actually did an examI felt that Neel's just looked at her and said she was dehydrated (which I knew she was)Something needs to be done to make this right!!
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Between myself and Neel, this matter is closedHowever, there is a pending state investigation on this matter
Sincerely,
*** ***
Neel Veterinary Hospital is a hour / days a week hospital. We see appointments / walk-ins / referrals and transfer cases from other clinics as well as emergency casesAs with human hospitals and emergency rooms, a client /patient wait time can vary from 20-minutes to several hoursWe
certainly try to get everyone worked in as fast as we canWe do prioritize our cases as they are checked into the clinicHowever, we do not want to comprise and over look medical issues by just hurrying on an exam so we can get the client out the door because they have been waiting for an hourThis certainly is not the standard of care.We are certainly aware of the client's time and understand that they do not want to spend hours and hours in a clinic waiting to be seenI have reviewed the medical records for this complaint as well as I reviewed the case with the doctor that was in charge of the caseMonday evenings tend to be very busy, as I have numerous scheduled appointmentsWe do everything we can to accommodate walk in appointments (as was this particular case)Most clinics will not see walk ins, you must have an appointment and in some cases, clients may have to wait 2-days to be seen by their veterinarianI will not tum away a client if they need their pet seenThey can come into our clinic regardless of the day and I or time and we will work them inWith that being said, sometimes there is a waitThe patients that appeared to have been checked in after she was checked in and seen and checked out before she was seen were scheduled appointments or were seen by other doctors for very minor issuesI do have (4-doctors) seeing appointments on Monday eveningsEach case that is checked in is assigned to a specific doctor and then they work through the cases as efficiently as possible.I do have cameras in the rooms and throughout the clinicHowever, the cameras are not monitored / viewed 24/They are used for security purposesThe son may have waved at the camera but that did not alert any ones attentionI am currently the only person that has access to reviewing the video feed from the cameras.The technician did come in and visit with the client and obtain a historyThe doctor did visit with the owner as well and examined the dogThe pet had been sick for about 4-days prior to presenting to the clinic for an examinationThe doctor was not able to determine the cause of the illness just based off the examination, but could determine that the pet was really dehydrated The examination that is performed is used to help better aid us as to what we need to do next to determine the cause of illnessIn this case other than the dehydration, we could not find a causeTherefore, the recommendation was to run diagnostic testHowever, the owner was limited on her finances so we were not able to do any test.My doctor's responsibility is to visit with the owner and obtain a history, perform an examination of the pet and then present the clients with a recommendation for trying to diagnosis the problem I problems and how it would be treatedThe doctor made an estimate of a variety of different tests and treatment optionsThis estimate is presented to the client by my technicianMy doctor at this time will normally move on to the next caseOnce a determination is made as to how to proceed based on what the owners can do, the technician will up date the doctor.The clients decided that they could only afford to give fluidsThe office call / examination fee was$and the sq fluid administration was $The fluids were given under the skin to help with the dehydration; however this just helps for the short termSome pets do well with this treatment; some require more aggressive treatments I work up.I do apologize for the wait time for this clientHowever, I feel that my staff and doctors did follow our protocols as I would have expectedI certainly wish my technician would have answered the client' s final question in an appropriate time and that the client did not have to track down another employee to get her questions answeredHowever, I do not feel that this client's complaint justifies a refund.I certainly like to make all my clients happy and satisfied 100%, however, I know there are some clients that regardless of my actions, I can never make them happyThe letter from the Revdex.com was the first that I had heard of any issues / concerns this client hadI do not show any correspondence from the client trying to contact the clinic to discuss her concerns, prior to turning my business into the Revdex.com
The customer
brought their newly acquired cat to Neel Veterinary Hospital on2-22-2017. Thecustomer statedthat they adoptedthe cat from a rescueorganization two days prior. Before coming to Neel Veterinary Hospital, the cat had been
taken to another veterinary hospital earlier that day, where the...
customer reported
to the veterinarian at Neel Veterinary Hospital that
the cat had been vomiting and the veterinarian they
visited earlier in the day performed diagnostic lab work and administered an
injection that they believed was for the vomiting symptoms. According to the customer, the cat continued to vomit and that prompted them to bring the
cat to Neel Veterinary Hospital. The cat was appropriately triaged for the presenting symptoms
of vomiting, hypersalivation, fever and increased respiratory
rate. The customer reported that the cat may have ingested lilies. Lily intoxication could not be ruled out and the treatment plan
was appropriate for the assessment and the information given to the veterinarian. The customer agreed to hospitalize the cat for intravenous
fluid therapy, antibiotic treatment and intensive care observation for further symptoms oflily intoxication.The customer was asked to call the
florist for type of lily
the cat was exposed to - per florist was star gazer lily which is toxic to the kidneys. Lily intoxication is commonly fatal in cats. During
hospitalization the cat continued to hypersalivate and continued to have an elevated temperature. Lab work was repeated during the two day
hospitalization to monitor the cat's kidney function for signs oflily toxicity. The customer
was consulted multiple
times throughout the cat's hospitalization and was
made aware of the cat's condition and consented to the treatment administered. The
cat began displaying respiratory signs of increased
airway sounds, coughing and sneezing and the veterinarian suspected a viral infection was causing the fever. The customer was advised the cat would be releasedand they were advised to monitor the temperature at home if theyfeel comfortable. If not to return for recheck 48 hours after going home. The catwas released fromNeel Veterinary Hospital on 2-25-2017 with [redacted] per the customer's
request. It is medically unlikely that
the symptoms the
cat was experiencing that
prompted the hospitalization and intensive care at Neel Veterinary Hospital were in any way associated with the ear mite infection that by the customer' s own admission was active at the time of the 2-22-2017 visit; yet the rescue organization the cat was adopted
from and the veterinarian that examined and
performed lab work prior to the hospitalization at Neel Veterinary Hospital clearly failedto diagnose. The cat was presented for a potentially life threatening condition and the response of the veterinarian was appropriate. Neel Veterinary Hospital responded to the customer and resolved the complaint as a gesture of good will by providing a refund of $500.00. The customerrequested
that the refund be applied to
the Bella Foundation account
and was provided with a letter confirming this transaction