Premier Veterinary Group

Initial Business Response /* (1000, 5, 2015/08/31) */
Contact Name and Title: DrJohn G***
Reply to Revdex.com re: Lisa *** case # ***
In review of the case management for " Theo" *** there are several key points that require additional discussion
Theo was presented to
Premier Veterinary Group - Crestwood for additional supportive care following an initial visit with a local general practiceTheo has a recent history of ingesting human food over the 4th of July weekendWhile at the initial practice there was an elevated temperature and significant abdominal painThe initial exam with Premier Veterinary Group indicated a reduced temperature however there was continued abdominal painA discussion regarding the possible cause of the problems with this patient occurred and a treatment plan was discussed and reviewed with the ownerIn addition to the review of the treatment plan a discussion and clear explanation of the financial commitment was presented to the owner and agreed uponThe noted point in the original complaint of "we are at their mercy" is incorrectDuring this initial visit, there was a clear explanation of the range of possibility of conditions that may be affecting Theo and a plan that was discussedAt any time including the discussion regarding the finances the owners are allowed to discuss alternative treatment plans and options
The use of pain medications for Theo is needed due to the severe pain that was noted on several examsThere were on occasion additional pain medications and sedatives that were used on Theo to aid in exams and proceduresThe use of some of these sedatives was required due to the aggressive nature of this patient
Theo was diagnosed with severe ileus (a slowing of the GI tract) this was likely secondary to the foods that were ingested prior to the onset of clinical signsDuring the hospitalization period the owner were updated regarding the condition of Theo as well as an update regarding the account balanceThe owner was allowed to visit as many times as possible in accordance with hospital visitation policyIt is common for owner visits with their pets to be delayed or shortened due to the care of other patients
Upon discharge it was noted by the owner that some of the surgical staples that were used to place and hold a urinary catheter had inadvertently remained in TheoAt this time there was a discussion regarding the best and easiest method to remove these staplesDue to the aggressive nature of Theo, sedition was advisedThis option was declined by the owner and her son when it was agreed that Theo would not need sedition if the son was present and aided in the restraintA muzzle was applied and the staples were removedThis method was used the second time when additional staples were located on TheoSince discharge, Theo has made a full recovery from the GI disturbance that required hospitalization
Following Theo's discharge from the hospital there has been additional communication with Premier Veterinary Group and Ms***The bulk of the communication with Ms*** is regarding the financial commitment for Theo's careThe owner has tried to cancel payment thru several financial institutionsThere was an offer to Ms*** for a gift card for the owner troubles regarding the retained staples following Theo's dischargeThis offer was refused by Ms*** and a counter offer of was requested by Ms*** in return to drop the complaint with the Revdex.comWe feel that this complaint with the Revdex.com is yet again an additional attempt recover monies that was spent by Ms***While we are disappointed that our service has resulted in a complaint to your organization we cannot be subject to this type of blackmail from any ownerWe are confident that this complaint will be dismissed and no additional action needed by the Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Reply to Revdex.com re: Lisa *** case # ***
Contact Name and Title: DrJohn G***
In regards to DrJohn G ***'s response to my complaint regarding Premier Vet Group, you have gathered some information from your employees regarding my experience at your facility
Your first paragraph goes into great detail as to why Theo was admitted into your facilityYou also stated that I reviewed the treatment plan and had a clear explanation of the financial commitment and it was agreed upon, I am not denying thatYou mention that I tried to cancel payment thru several financial institutions..I have one credit card bill and one financial institution that I opened at your facilityI put stop payment on this service so it could be investigated and I explained that to the credit card company
In Theo's treatment plan, nor did I read or agree that Theo would be subject to being stapled without my permission or have been released from your Crestwood location retaining staples left in him (in which if not found by my son could have caused him to become ill from an infection that could have built up causing him to become worse)Your office did not comply with your statement to the Revdex.com in which you stated I was aware of treatment plan for TheoYour office did not follow through
You also mention the bulk of our communication was regarding my financial commitment for Theo's careI am not that type of person who will renege on my financial commitmentYour organization failed to do their job upon discharging Theo
To address, Dr ***s (in whom I have never met/spoken with) response to Theo's full recoveryAt no time had the Dror staff member from Premier reach out to me to check on Theo's healthThis is yet another lack of communication
Your staff failed to remove staples from Theo's stomach that you used to staple the catheter which I find to be very disturbingYou also stated that we declined sedition which is falseWe were never askedThe doctor who released Theo was not even present when we brought Theo back in, so Whom may I ask mentioned sedating him??? We walked Theo back in and the staff member in the back muzzled him to remove the staples which was not a good experienceOnce outside we found more staples and that's when she told my son to hold him down on the ground outside so she could pull them outIt was Not my sons job to hold down his dog to pull out staples that your staff members failed to take out
It appears that your facility can not handle large animals unless you heavily sedate them
You obviously fail to see my concern and complaint in this situation that I am not taking lightly and would hope other families with pets will not endure what we went through upon discharge at Premier
I would also like to address you attempting to devalue my character and stating that I am attempting to "blackmail" your organizationI myself am a professional and I reached out to Susan *** and she asked me, "What would you like me to do for you"? I mentioned a reduction off my bill and she came back with a $(gift card) which I declined
I reached out to your organization first and I declined the gift card because I didn't/don't feel it to be a fair amount
In closing, Yes..I am looking for a monetary reduction off my bill (not a gift card) for the lack of professionalism my dog and son endured upon discharge at Premier Vet Group
Final Consumer Response /* (3000, 16, 2015/09/22) */
Hi Nate,
I have attached an email from Premier regarding our conversation this afternoonWe have solved this complaint to my great satisfactionPlease send Premier and myself confirmation that I have dropped my complaint so they can proceed with crediting my charge card accordinglyThank you for your consideration in this matter
Sincerely,
-Lisa ***
***
Final Business Response /* (1000, 15, 2015/09/22) */
Ms***,
Thank you for discussing Theo's case and care with me and thank you for discussing the complaint with the Revdex.com
As reviewed today, you agreed to remove/drop your complaint with the Revdex.com regarding Theo and his care with Premier Veterinary GroupIn return, Premier Veterinary Group will credit you credit card that was used for Theo's care for $USDWe will credit your account once we have confirmation of the resolved complaint from the Revdex.comI am unsure of the time line as to when we will receive that the complaint has been dropped from the Revdex.com
I have included Susie *** on this email so that we can coordinate the refund to your credit cardAs indicated, I am unfamiliar with this processI have included Cindy*** on this email has she has been part of the communication with the Revdex.com
Again, please accept our apology for any inconvenience to you and your family
JGH
John G*** DVM DACVIM (Oncology)
Director of Speciality Medicine
Premier Veterinary Group
Grayslake/Chicago/Crestwood/Kane County