ComplaintsforWoodinville Veterinary

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were asked to schedule the first preconception check on November 28th, despite having recently confirmed through an ultrasound that there were three puppies. *************************************** included an ultrasound in our examination without our prior consent. While we don't dispute the necessity of the test, we hoped for prior communication. I felt a bit unhappy but agreed to pay. It's important to note that Dr. ********* didn't provide any records after the two ultrasounds or the initial birth examination. Only a blood test report was sent via email. Subsequent Progesterone test results were not provided. After the November 28th check, on December 7th, we went for the second Progesterone Test following the first birthing test. The doctor only conveyed the value verbally, stating it was 7.2, indicating a declining trend. She recommended daily Progesterone Tests. We had previously discussed arranging a c-section surgery when the level dropped to 4. Despite our skepticism, we ran the test again on December 8th, yielding a value of 6.5. We felt this decrease was too slow, so we declined daily testing. ********* responded with impatience and a rude tone, making us uncomfortable. She insisted on a Progesterone Test on Saturday, warning us about potential costs if ***** went into labor on Sunday and needed emergency care. Due to the hospital's closure and my work schedule, Saturday wasn't feasible. We spent the weekend anxious and attended the appointment on December 11th.The nurse informed us that the hormone level hadn't decreased but increased, leaving us feeling misled. When we sought clarification from *********, she was busy and couldn't explain. Finally when she did, her opinion lacked substance.Moreover we were charged for the discussion despite the nurse failing to explain the cost. We found this unreasonable and immediately refused payment, prompting rudeness from the front desk. I believe the hospital is unprofessional and seemingly prioritizing profit over pet care.

  Business response

  01/22/2024

  I apologize for the delayed response.  Original correspondence were going to an old email address that is no longer in use.  Thank you for the opportunity to still respond.  This client had a female french bulldog that was pregnant and due to deliver puppies.  In most circumstances to deliver those puppies successfully requires that the timing of the c-section be as accurate as possible in order to not compromise the safety of the puppies or the female.  Testing progesterone on a daily basis to try to determine when the levels drop below 2 is standard of care, as is performance of ultrasound examinations to detect fetal stress.  In this case the client was in primary communication with *************************************** who has less experience in the area of reproductive medicine and was being guided in her recommendations by myself, with 25 years of experience in this special interest area.  The client accurately describes that the ultrasound exam was performed after an itemized treatment plan with associated costs was provided which is against our policy and that has been discussed with *********************  I take personal accountability for the fact that communications between ******************** and this client deteriorated and should have taken over this case, before communications escalated to anger on the part of the client but I feel that her request for a full refund is unreasonable.  
  
  I, personally, had several email communications where I explained the reasons for the recommendations that were made and apologized for not recognizing that ******************** needed more help in her communications with this client in order to help her fully understand why those recommendations were made.  We attempted to explain to this owner that ******************** would email her with the results and recommendations (as email is her preferred method of communication) and instead the client indicated that they would sit in the lobby and wait for the doctor to be available.  This was frustrating as it did not give ******************** time to formulate an explanation for the test results that "had substance" as the client stated.  As I mentioned, ******************** is learning and does often need time to process or consult with colleagues in order to communicate fully the implications of the results and a plan to move forward.  

  Ultimately this was a situation of poor communication and personality conflict between ******************** and the client.  Yes, ******************** was frustrated at the volume of email communications and the reluctance on the part of the owner to follow the recommendations that were made.  Her frustration was projected on the client and I have personally apologized for the poor communication and not stepping in sooner.  Ultimately all of ************************ recommendations were based on the best medicine for the situation.  The risk of not following the recommended protocol for timing of the scheduled C-section could have compromised the life of the puppies and the female.  That is stressful and ultimately ******************** did not handle the stress of that responsibility well.  

  I am willing to refund the client the amount of the ultrasound exam that is in dispute, but all of the other charges were communicated appropriately and agreed upon.  To suggest that we are prioritizing profit over pet care when the entire crux of the dispute is the desire to provide the best pet care in a very medically challenging situation is false and an oversimplification of a very lengthy and demanding series of client communications.  I have responded to this client's ****** review, called her personally on the phone followed by a string of a half-dozen emails all condemning ******************** for her lack of professionalism and calling into question if we had actually performed the diagnostics that she was charged with.  Her accusations border on libel.  There is nothing more I can do to apologize for how the situation escalated except to use it as a growth opportunity for ******************** and my team for how to manage frustration with challenging clients that require hours of dialogue in management of a clinical case.  

  ***************************, DVM

  Medical Director

  Customer response

  01/22/2024

   
  Complaint: 21031579
  
  I am rejecting this response because: Thank you for your reply. I have read the things you described and I think there are some parts that you expressed that are not accurate. First of all, we communicated face to face in the hospital at the beginning. We had to turn to email only after ************************ impatience and bad attitude towards us, in order to avoid suffering from unfair and impatient attitude after communicating with you in your hospital.
  
  
  Secondly, when we last saw *************************************** in your hospital, the front desk and nurses of your hospital did not communicate with us. They did not mention that ******************* needed time, but kept saying that she was busy with other patients. Well, we don't understand why she's been saying that once our hormone levels start to go down they don't go up. This rise makes us very confused. That's why we had face-to-face communication before, and that's why we wanted to stay and wait for face-to-face communication to solve our inner questions. I don't think that's a very unreasonable request. However, we just wanted to communicate face to face as before, and your receptionist mocked us. This is one of my major complaints about your hospital.
  
  
  Third, I am also very angry at your attitude, you said that there is nothing to apologize for, because I have slandered your hospital. Is it wrong of me to ask your hospital for a report on a project I paid for to answer my inner doubts? After I spent money to do the project, you did not give a report at the first time. Instead, when I came to your hospital for a report later, ******************* said that we needed to ask your hospital for a report in advance when we were doing the project. I don't work in your hospital. How can I know what your requirements are? If you didn't tell me to report in advance, how could I, as a guest, know? The reports and explanations you gave were not enough to convince me, so you said I was a harsh patient. I think this is also unreasonable.
  
  
  Therefore, I think you should dispute the cost of the ultrasound that I should not have spent and provide an apology from ********************. I should also be given a reasonable explanation as to why the attitude of your receptionist and doctor is so unkind and impatient to us.
  
  Sincerely,
  
  ***************

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