Business ProfileforPet Hospital of Madison, LLC

************ had an 8:30 am appointment with his pet, *****, on August 1, 2023 with ************************************
His pet presented for struggling to urinate. Standard of care for patients experiencing urinary issues is to
collect a urine sample for urinalysis via a procedure called cystocentesis. Ultrasound guidance is used to
aspirate a sample of urine directly from the urinary bladder with a sterile needle and syringe. The
bladder must be distended enough to allow safe collection of a set volume of urine. Sterile collection is
necessary to ensure no contamination of the sample, which allows the veterinarian to appropriately
diagnose urinary conditions based on urinalysis. Bacteria, blood, and inflammatory cells cannot be
diagnosed with ultrasound and require urinalysis.
When visualizing Rileys urinary bladder via ultrasound, it was determined there was not enough urine
volume to safely collect a sample. As such, we requested ************ leave ***** at the Pet Hospital until
his bladder was full enough to allow for urine collection. This normally takes a few hours, depending on
the hydration status of the patient. ************ agreed to have ***** stay with us and left our hospital at
approximately 8:55 am. He was informed he would receive a call from the doctor once ****** urine
sample had been collected and evaluated by ***********************
************ returned to our hospital at approximately 11:25 am (~2 hours later), WITHOUT receiving a call
from the doctor as ***** had not produced a sample at this point. ************ became irate in the lobby of
our facility, demanding his dog be returned to him and complaining he was being left in a cage
unnecessarily. ************ was informed that ****** urine sample had not yet been obtained, as his
bladder had not filled to an appropriate volume. ************ became increasingly more hostile, raising his
voice and cursing in the lobby of the hospital. He was informed there cannot be any treatment given
without urinalysis, but we would bring his pet to him and he may seek care elsewhere if not satisfied
with our practice. Mr. ***** pets records were given to him so he may find another veterinarian to
care for his pets.
To address other concerns brought up by ************ in his review to the BBB:
1. ************ complained multiple times about the cost of his visit and the difference in price for
****** visit versus his other pet, ****** visit. ***** presented for a non-routine/sick examination
visit and ***** presented for an annual examination with vaccines.
For transparency, our exam charges are as follows:
- Sick/non-routine visit - $55
- Annual physical examination - $50 (reserved for patients receiving yearly vaccinations,
heartworm test, and ***** examination)
- Recheck examination - $40
- Limited examination - $30 (reserved for patients requiring frequent visits for chronic health
concerns, i.e., heart failure patients, cancer patients, kidney or liver failure patients)
2. ************ complained about how quickly an appointment could be scheduled after calling to
reserve the appointment.
- As with human physicians, appointments are scheduled based on the urgency/emergency of
the presenting complaint. This means non-emergent visits will be scheduled farther into the
future than emergent visits.

- In order to accommodate our clients needs, their pets needs, and to practice high quality
veterinary medicine, scheduling of non-emergent visits must be pushed out for weeks in
advance. This allows more urgent or emergent patients to be seen as the need arises.
- Though we are a busy practice, we treat each client and patient with care and do our best to
ensure adequate time is given to address concerns.

While we regret ************ was dissatisfied with his visit, we feel his evaluation of the situation and his
behavior in the lobby of our establishment was inappropriate and unnecessary.

***********************

Practice Manager