Orchards Veterinary Clinic

Dear Ms***,We are writing to you regarding your complaint to the Revdex.com about your dog *** First, we would like to extend our sincerest condolences for the loss of your sweet *** It was clear from the time that we spent with you how much she meant to you and your family I would first like to address the issue of ***’s diagnosis When [redacted] came in she did not have any of the classic signs of Old Dog Vestibular Disease, which I knew was a concern of yours owing to ***’s history The signs of Old Dog Vestibular Disease can include a head tilt, circling, the eyes beating back and forth (also known as a nystagmus) and sometimes vomiting from the pet feeling nauseous In contrast with these signs, [redacted] came in weak, with a quick heart rate and a low-grade fever I felt that ***’s presenting signs were more consistent with an infection We then did blood work which confirmed my suspicions of a possible infection, as all her white cell lines (leukocytes) and globulin (antibodies) were elevated The bloodwork also demonstrated that ***’s kidneys were in trouble The x-rays we took of her belly also showed that there was fluid present, which could have been from the suspected infection After looking at these diagnostics myself, I chatted with the other doctors in the practice regarding what their next steps would be in this case I tend to check in with the other doctors in the practice frequently, because my philosophy is that if you are paying for my time and an exam, you might as well get as many opinions as you can.At this point in her visit, I remember coming into the room and having a frank discussion about different options for how to treat *** One of those options was going to a referral center for hospitalization and the other was more conservative management with some injectable medications and oral medications for the next day if [redacted] was doing better You elected the conservative management option We proceeded with this plan and I expressed to you before you left that if [redacted] continued to decline or failed to improve then you would need to go to a veterinary urgent care I am sorry you felt that this message was not better communicated.I am truly sorry that you felt rushed that evening and that you felt that your pet had not been well cared for My daily goal is to treat each of my patients as if they are my own I took an oath when I became a veterinarian to prevent animal suffering, and promote animal health I take this oath very seriously I know that nothing will bring [redacted] back, but I hope that in time your last memories of her will not color the other memories of her life.Warmly,DrRachel L [redacted] and the entire Orchards Veterinary Clinic Team -------------------------------------------5-2-2017Dear Ms [redacted] and the Revdex.com:As the owner of Orchards Veterinary Clinic I would like to thank you for the opportunity to address your concerns First, I would like to express my condolences for the loss of *** We all know how hard it is to lose a beloved pet and I am very sorry you are going through this.I have reviewed DrL***’s chart notes and her response that is being submitted to the Revdex.com I am happy to hear that you had been satisfied with the service you had received on previous visits It is not unusual to feel dissatisfied during times of stress and grief, especially when the outcome is not what any of us would have wanted I know from personal experience that it is difficult to absorb all the information a doctor may be telling you, especially when we are worried.As I review the facts, I would like to make some clarifications.DrL [redacted] states her referral/recommendation to go to an emergency hospital in the body of her notes She also documented the conversation you had with her after ***’s passingThe medication that was sent out with you totaled $87.60, not $200.Unfortunately, we are not able to take back medication after it has been sent out as it is not able to be reused I do understand your frustration and am sorry that you were dissatisfied with your visitBecause of the unfortunate circumstances, I will make an exception for the Baytril antibiotic ($63.60) You are welcome to bring that medication back to the clinic and we will return the amount to your card.Sincerely,Eric A***, DVM

Dear Ms. [redacted],We are writing to you regarding your complaint to the Revdex.com about your dog [redacted].  First, we would like to extend our sincerest condolences for the loss of your sweet [redacted].  It was clear from the time that we spent with you how much she meant to you and your...

family.  I would first like to address the issue of [redacted]’s diagnosis.  When [redacted] came in she did not have any of the classic signs of Old Dog Vestibular Disease, which I knew was a concern of yours owing to [redacted]’s history.  The signs of Old Dog Vestibular Disease can include a head tilt, circling, the eyes beating back and forth (also known as a nystagmus) and sometimes vomiting from the pet feeling nauseous.  In contrast with these signs, [redacted] came in weak, with a quick heart rate and a low-grade fever.  I felt that [redacted]’s presenting signs were more consistent with an infection.  We then did blood work which confirmed my suspicions of a possible infection, as all her white cell lines (leukocytes) and globulin (antibodies) were elevated.  The bloodwork also demonstrated that [redacted]’s kidneys were in trouble.  The x-rays we took of her belly also showed that there was fluid present, which could have been from the suspected infection.  After looking at these diagnostics myself, I chatted with the other doctors in the practice regarding what their next steps would be in this case.  I tend to check in with the other doctors in the practice frequently, because my philosophy is that if you are paying for my time and an exam, you might as well get as many opinions as you can.At this point in her visit, I remember coming into the room and having a frank discussion about different options for how to treat [redacted].  One of those options was going to a referral center for hospitalization and the other was more conservative management with some injectable medications and oral medications for the next day if [redacted] was doing better.  You elected the conservative management option.  We proceeded with this plan and I expressed to you before you left that if [redacted] continued to decline or failed to improve then you would need to go to a veterinary urgent care.  I am sorry you felt that this message was not better communicated.I am truly sorry that you felt rushed that evening and that you felt that your pet had not been well cared for.  My daily goal is to treat each of my patients as if they are my own.  I took an oath when I became a veterinarian to prevent animal suffering, and promote animal health.  I take this oath very seriously.  I know that nothing will bring [redacted] back, but I hope that in time your last memories of her will not color the other memories of her life.Warmly,Dr. Rachel L[redacted] and the entire Orchards Veterinary Clinic Team -------------------------------------------5-2-2017Dear Ms. [redacted] and the Revdex.com:As the owner of Orchards Veterinary Clinic I would like to thank you for the opportunity to address your concerns.  First, I would like to express my condolences for the loss of [redacted].  We all know how hard it is to lose a beloved pet and I am very sorry you are going through this.I have reviewed Dr. L[redacted]’s chart notes and her response that is being submitted to the Revdex.com.  I am happy to hear that you had been satisfied with the service you had received on previous visits.  It is not unusual to feel dissatisfied during times of stress and grief, especially when the outcome is not what any of us would have wanted.  I know from personal experience that it is difficult to absorb all the information a doctor may be telling you, especially when we are worried.As I review the facts, I would like to make some clarifications.Dr. L[redacted] states her referral/recommendation to go to an emergency hospital in the body of her notes.  She also documented the conversation you had with her after [redacted]’s passing. The medication that was sent out with you totaled $87.60, not $200.Unfortunately, we are not able to take back medication after it has been sent out as it is not able to be reused.  I do understand your frustration and am sorry that you were dissatisfied with your visit. Because of the unfortunate circumstances, I will make an exception for the Baytril antibiotic ($63.60).  You are welcome to bring that medication back to the clinic and we will return the amount to your card.Sincerely,Eric A[redacted], DVM