Bright Eyes & Bushy Tails

"I'm sorry we didn't impress you when caring for your cat. While I wasn't directly involved in the emergency visit you describe, you and I did meet previously when I treated your dog on emergency. While I have a few comments to offer for some of what you observed, you are right that we had room to improve this time. And there is no excuse for us returning a dirty cat. My office did talk with you about ongoing cleaning needs from continued diarrhea one day after you picked him up, and hopefully you got a followup message we left for you about the diarrhea two days after you picked him up. If you need us again we will try to do better - but I hope you don't have the need. Comments and notes, not meant to imply that this was OK: Cat presented at about 9:00PM for vomiting and incontinence (urinating). We also found bowel problems the treatment of which predictably caused diarrhea. We hospitalized overnight for IV fluids, injectable and oral medications, and two enemas. A technician talked to [member name removed] at 7:54AM the next morning on the phone, then a doctor talked to her when she visited at about 9:00AM. Our next phone call was at 2:56PM, recommending that we keep the cat a second night, but she wanted to pick up the cat at 4:30PM. We had no appointments open at that time, so did not schedule the discharge as an appointment but rather we tried to fit it in around our other afternoon patient care. [member name removed] is correct that we did not complete the discharge with final payment (total cost $414.00) at 4:52PM and our discharge notes at 4:55PM. [member name removed] called at 8:19AM the morning after she picked up the cat to describe continued diarrhea and cleaning needs. Our receptionist consulted with a doctor, relayed some instructions, and said we would call the following day to check on progress. A receptionist called the following day at 2:36PM and left a voicemail. That was our last communication with [member name removed] before her review. We did talk with her on the phone after seeing the review, and she read this response before we posted it. I don't believe we have any ongoing dispute or animosity here, just an instance in which we wish we had done better. Allan Berger, DVM, PhD, Diplomate ABVP (canine/feline) Manager, emergency services"

"I am the male veterinarian. I'm so sorry that I didn't meet expectations. I sent this client a letter about two weeks ago both apologizing and asking for how I didn't meet her expectations but I haven't heard back from her. I'm not sure what if anything I can do for a problem that is years old, but I remain very willing to discuss it. I have only vague recollection (I have done more than 1,000 ultrasounds since this visit) but according to our records she saw Dr. Susan Delaney five times and me once with this dog. The ultrasound exam I performed was shortly after breeding to see if the dog was pregnant. I confirmed she was pregnant, gave an estimate of the number of puppies, and an estimate of the due date based on fetal development. I believe the dog delivered about when I predicted. I charged $100 for my portion of the services. That happens to be the same price I still charge for pregnancy check ultrasounds unless it's a more involved exam due to complications (a complete abdominal ultrasound is somewhat more expensive). I hope she has found the level of care she seeks, and I wish her well. Again if there's anything I can do at this late stage hopefully she will contact me with more details. Allan Berger, DVM, PhD, Diplomate ABVP (canine and feline specialty)"