Sleep Inn & Suites (TXA30)

[redacted]’s dog was injured Feb 6, 2016.  She brought him to VSR (Veterinary Specialists and Emergency Center) on 02/07/2016 for lameness.  No diagnostics done but was sent home with pain relief (Tramadol and Rimadyl) and instruction of no jumping, running or rough playing. ...

In addition to that – if no improvement in 48 hours to return for a re-check and possible radiograph with sedation to [redacted] regular veterinarian or go back to VSR but [redacted]’s owner Mrs. [redacted] only came to Dansville Animal Hospital for a recheck on 02/16/2016 for non resolving lameness.  This is more than 48 hours as previously recommended by VSR.  Radiograph was recommended under sedation at Dansville Animal Hospital on 02/16/2016. And since sedation is required Mrs. [redacted] was instructed to drop off [redacted] the next day during our procedure day (02/17/2016) she signed a consent for x-rays and sedation.  She didn’t ask for a written estimate. A total of 9 x-rays were taken including the non-limping leg for the purpose of comparison but she wasn’t really charged for 9 films but only for 6 films.  Mrs. [redacted]’s dog is not a size of a toy poodle dog but a large breed dog.  In this case his legs are also long and would need two films for each section of the leg with concern due to the length of the leg.  This means that several films will be needed to have x-rays of entire leg.  This involves taking pictures of shoulder (2 films), upper part of arm (humerus) – 2 films, and then lower part of arm (elbow to toes) 2 films. It is impossible to fit the entire leg in one picture with the size of her dog. It is standard to take two views or position of the part of the body involve. X-ray of the entire leg must be done on [redacted] in order to determine the location of the lesion/s. The x-rays of non-limping leg were not charged at all. It was taken for comparison. It was discussed with her on 02/17/2016 that these x-rays/pictures will be sent to radiologist for consult that Dansville Animal Hospital has established relationship since we don’t have an orthopedic doctor in house and Mrs. [redacted] agreed. Then on 02/18/2016 without instructing her to go to VSR in Rochester, she decided to go on her own, called us when she was halfway, yelling at our receptionist Jenna demanding to e-mail the x-rays to VSR. In the meantime, our doctor was also corresponding to her husband about her decision to go to VSR while she was busy yelling at my receptionist Jenna.  Our doctor had also left her a message before talking to her husband in her voice mail box (xxx-xxx-3368) that morning to call back to discuss x-ray result from radiologist consult. She again demanded to e-mail the x-rays but she was told we are not capable of e-mailing as of this time. She was told to physically pick up CD that had the radiograph images.  It was offered to her that results of radiograph consult to be faxed to VSR, which we did.  On the day of 02/17/2016 DAH called Mrs. [redacted] to pick up her dog at 3 pm and also to discuss x-ray results with her.  Unfortunately, the doctor was not able to talk to her as planned at 3 pm due to a surgical procedure on a pet that is under anesthesia.  She waited approximately 25 minutes compared to 45 minutes she was claiming before doctor was able to see her. Agreed, our doctor did not have a chance to take off bloody surgical gown because she was told that Mrs. [redacted] was not happy waiting in examining room #3.  So then she was off to see her as soon as her procedure was done but unfortunately she was not able to drop everything she was doing when she entered the door of DAH to curtail to her demands right away. She wasn’t told that she was not supposed to see her dog.  [redacted] was with her in the examining room while she was waiting for the doctor.  Another owner complained about her to our technician during her few minutes wait in the waiting area about her unacceptable attitude to an ear crop done on a Doberman puppy owned by one of our technician. She demanded to see her dog [redacted] instead of nicely asking.  She was rude to our receptionists. The following day, she had requested for the manager to call which I did.  I explained to her that the call was a courtesy call to listen to her side of the story.  I documented our conversation and because she wasn’t happy with our protocol and how she felt she was served I told her it would be better for her to find another veterinary practice were she will be happy.  I also explained that my staff are very valued at our practice and that disrespecting them wasn’t necessary and wasn’t tolerated. I offered two other veterinary services in the area and had offered for us to fax [redacted]’s record to the veterinarian of her choice.  She became more upset about my decision and started to mention inappropriate words and started to talk about my personal relationship with the doctor.  At that time I disconnected our call because it wasn’t necessary to continue the conversation.  We will not provide any refund as services was provided.  Without the proper diagnosis procedure that were applied, [redacted] injuries would have been prolonged and treatment would have been delayed that could have become worst.