Roseville Veterinary Clinic

April 29, The client in question called to schedule appointments for her three petsThe appointment was scheduled for one pet to be examined for behaving like she was in heat for several months, for one to receive a DHPP and rabies vaccine, and for one to receive only a rabies
vaccineThe client was told by our receptionist that if a patient is receiving only a rabies vaccine, then the vaccine could be given by a technician and there would be no examination by the doctorWe have this policy since being vaccinated for rabies is required by lawMy receptionist explained this to the client as wellI believe this to be true because when I spoke to the client, she referenced my receptionist telling her that it was required by law. Once in the exam room, the client requested that the third pet (which was scheduled for a rabies vaccine only) also be given her FVRCP vaccineThe doctor examined the patient and gave both of the vaccines and the client was charged for the additional serviceWhen I spoke to the client on the telephone a few days later, she conceded that she was in fact told that if the only vaccine being given was rabies, then there would be no examination and therefore no chargeI explained that when she asked for the additional vaccine, then it no longer was just a rabies vaccine and an examination had to be performedI apologized that she did not understand that by requesting additional vaccines, an examination would be performed, but I told her that I believed that our policy regarding examinations was made clear to herI offered to put an alert on her account to notify her in the future of what charges would be before services were performedShe declined and asked to have her records forwarded to her, which was done immediatelyPlease feel free to contact me with any further question regarding this matterJennifer CPractice Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Per my original complaint, I was told that I would not have to have exams for two of my pets for the vaccines, nor was I alerted to the fact that I was going to be charged for the exams at the time of the examAlso, never was their "office policy" made clear to meI was told one thing by the receptionist (who obviously now, to protect herself and her employment) is denying she said it.
Regards,
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April 29, 2015The client in question called to schedule appointments for her three pets. The appointment was scheduled for one pet to be examined for behaving like she was in heat for several months, for one to receive a DHPP and rabies vaccine, and for one to receive only a rabies vaccine. The...

client was told by our receptionist that if a patient is receiving only a rabies vaccine, then the vaccine could be given by a technician and there would be no examination by the doctor. We have this policy since being vaccinated for rabies is required by law. My receptionist explained this to the client as well. I believe this to be true because when I spoke to the client, she referenced my receptionist telling her that it was required by law. Once in the exam room, the client requested that the third pet (which was scheduled for a rabies vaccine only) also be given her FVRCP vaccine. The doctor examined the patient and gave both of the vaccines and the client was charged for the additional service.When I spoke to the client on the telephone a few days later, she conceded that she was in fact told that if the only vaccine being given was rabies, then there would be no examination and therefore no charge. I explained that when she asked for the additional vaccine, then it no longer was just a rabies vaccine and an examination had to be performed. I apologized that she did not understand that by requesting additional vaccines, an examination would be performed, but I told her that I believed that our policy regarding examinations was made clear to her. I offered to put an alert on her account to notify her in the future of what charges would be before services were performed. She declined and asked to have her records forwarded to her, which was done immediately.Please feel free to contact me with any further question regarding this matter.Jennifer C.Practice Manager