Temco Service Industries Inc.

Initial Business Response /* (1000, 9, 2016/12/22) */
Contact Name and Title: Sarah [redacted] Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@gmail.com
In response to case #XXXXXX, I present our experience with this client and patient. We have medical documentation made at...

the time of treatment as well as personal accounts by staff and doctors to recount this circumstance. The following in no way is meant to offend or slander the [redacted] family, only to present our position in the way that it was perceived by our hospital.
On November 10th, 2016 the [redacted] presented their puppy Axel to our veterinary facility for vomiting. A thorough examination of Axel was performed by a licensed veterinarian. A parvo test was performed and came back positive for the parvovirus. Parvovirus is a highly contagious, debilitating viral disease of dogs where progression and recovery are unpredictable, thereby necessitating an aggressive hospitalization and treatment plan. Estimated charges for treatment were created and provided to the owner. We have record of the estimate as it was agreed to by the [redacted] and an initial deposit was made by them, which in turn implies their financial commitment to Branson Veterinary Hospital. By Saturday, November 12th, 2016, it was determined by the veterinarian in charge of Axel's care that he had responded very well to the aggressive treatment, becoming bright and alert with no symptoms present (i.e. vomiting or diarrhea), and could be discharged to his owners with instructions for follow-up care. The condition and demeanor of the patient Axel at time of discharge, as described by the [redacted] complaint, is in total contradiction to that described and documented by the Veterinarian and staff of Branson Veterinary Hospital. It would be a total disregard for the Standard of Veterinary Care, and verging on neglect, for anyone to discharge an animal in the condition that the [redacted] describe.
On Monday morning, November 14th, 2016, we received test results from an independent laboratory indicating that Axel also had an intestinal parasite that can cause similar symptoms to parvovirus (vomiting, bloody diarrhea). This test was performed during Axel's stay at the Branson Veterinary Hospital as part of the protocol for parvovirus, and results were not made available to us by the lab until then. Also received on Monday were notes from the Emergency Clinic of Springfield indicating the [redacted] had taken Axel for continued care at 2:39 pm on November 13th, with details of the care received. We attempted to contact the [redacted] family with a report on Axel's recovery and also to inform them of the intestinal parasite because separate and distinct treatment is required to ensure full recovery. Later on Monday a phone conversation took place in which our receptionist was told by the [redacted] that they would not be completing the payment of the bill owed because they believed that they had been charged twice, once at our facility and once at the emergency clinic. The Branson Veterinary Hospital is not affiliated with the emergency clinic financially and the remaining bill due is for our services provided from 11/10-11/12. The [redacted] received medical records and an invoice for the services provided by Branson Veterinary Hospital.
After that visit the [redacted] have called our clinic other times, in which they have told the staff that their dog was handed to them on Saturday and told he was bright and doing well. In these recounts they were upset because they could not understand how if he was so healthy why he would have to be taken later to the emergency facility. This is a major discrepancy with our information received from the client and the claim that was filed with the Revdex.com of Southwest Missouri. Reading this account is the first time we have heard the claim that the pet was sent from our facility unwell and told to go to Springfield. We do typically send an information sheet with our clients about the EVC in the chance they would need their services outside of our business hours, as Axel did. If he needed care on Sunday, we would not have had a doctor on staff to treat him and are very thankful for the option of the Emergency Clinic. `
As the practice manager I have never once spoken to anyone from this family. The [redacted] account claims that they have spoken to me, which is inaccurate. I received a note from my receptionist stating that the husband of the [redacted] family would be calling to speak to me the following day when it was convenient for him. A call was never received and I was available in the office all day.
At no point was Axel's treatment inhumane and every staff member had an emotional investment by taking time to not only ensure proper treatment of Axel but to spend time with him in their free time to comfort and love on him. We take great pride in the standard of veterinary care here at Branson Veterinary Hospital and are glad to hear Axel is doing well. It is disheartening to think that the [redacted] family feel they had such a negative experience, however we will stand by the care offered here and will do what we can to learn from this experience.