ComplaintsforBeaver Brook Animal Hospital, LLC

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 18th, 2023 I brought my dog in for a complaint of a squinting eye. During the appointment I was explained to that my dog had an eye ulcer. I was prescribed 3 medications for the dog, however, I was told that 1 medication they did not have enough of (********) in stock to send me home with. I was told that if she continues to "claw at the ulcer", which I explained in the original appointment that she was, that she could come back in for them to apply the ******** in office. I learned from the medicine bottle I had the the ******** was to be applied 3 times a day 10 minutes apart from her eye drops, which was interesting since they did not send me home with the medication, or offer to call it in anywhere else. During this time she was also diagnosed with "entropion" (lower folding in of the lash line). We went home home, a few days later I called to explain she was still clawing at the eye in which she was brought back in the same day to apply more ********. 5 days later she returned for a follow up visit where I learned her ulcer had only reduced by 25%. They recommended that I ether treat for one more week or call the ophthalmologist. I decided to do both. They sent me home with no more medications, no ******** application either. I actually had to come back in and ask for more pain pills since I was out after 5 days into the first week. I was asked during this time if I wanted am e-collar" which I said if it were recommended than of course. 1 day after the follow up I ended up at *** ******* ** *** in the night since her eye was swollen shut. I was explained that I did not have the right medication and that from the beginning of her treatment should have had an e-collar prescribed. 2 days after the ER, we attended her ophthalmologist appointment where I learned she was misdiagnosed, she had no entropion and also "no other underlying" issues as describes. She was found to have upper eyelids lash growing into the eye which we sent her into surgery for.

  Business response

  10/03/2023

  We saw the patient on 9/18/23 after being sent away from the ER on 9/16 with a complaint of an eye issue.  An eye stain was recommended to evaluate for a possible corneal ulcer/abrasion and the doctor also noted that the pet was showing signs of something called Entropion (eyelids rubbing on cornea), it was explained to the owner that this may or may not be causing a problem and may even be transient or temporary since the eye seemed slightly swollen.  The pet's eye stain was positive for uptake indicating an ulceration/abrasion was present.  Normally antibiotics and a mydriatic agent (pupil dilating agent) is prescribed but unfortunately the mydriatic agent, ********, was back ordered.  This was explained to the owner that due to COVID many medications have become difficult to obtain.  A drop of ******** was applied from our hospital stock and it was explained to the owner she could come in for another application in 24-48 hours if her pet seemed uncomfortable.  It was also discussed that the pet should not rub or paw at the eye and that an ophthalmologist consultation may be needed if she was not responding since brachycephalic breeds can have many abnormal eye issues.  The owner's agent brought the pet in again on 9/21 for another ******** application and left with out paying for the service.  The pet's follow up with a veterinary technician for a recheck eye stain was done on 9/25 and 2 supervisors again explained to the owner that ******** was back ordered and the only topical eye medication she was sent home with was the antibiotic.  The owner told our technician the pet was not bothering the eye but at this time the technician, with the doctor's input, insisted on an e collar and again recommended an ophthalmologist consultation since the eye ulcer had only improved about 25% from the initial stain done.  We became aware of the ER visit on 10/2 and reviewed the ER doctor's notes and although the ER doctor did not "appreciate" the entropion, they also did not "appreciate" the abnormal eye lashes that the ophthalmologist did, this is why we recommended an ophthalmologist consultation from the initial appointment,  The owner was presented with estimates for every service and she signed off on them when she was present and the owner was also offered a referral to another veterinarian and/or an ophthalmologist when she became unhappy with our treatment.

  Customer response

  10/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  To begin I don’t need a vet to explain to me that my dog should not rub her eye with an ulcer I understand that. However, during the first week of treatment from the vet, I was not offered or suggested an e-collar. There was NO medical opinion given about having an e-collar to prevent the dog from rubbing. Had I had known how serious this was, I would think the vet would at the very least recommend taking one home to prevent further irritation.  Due to the excessive irritation, potentially from rubbing while my husband and I were at work, we ended up in the ER to treat the eye in less than 24 hours from her follow up  it is also negligent to not call another vet or hospital to have the correct medication given to the dog. I as a parent with no medical background was not aware of how essential the ******** was to the treatment since this vet was non chalant about the consistent application of medicine. This get also misdiagnosed my dog and missed the reason for treatment. I will sue if I don’t get the funds back for the poor negligent treatment at this vet. They are lucky I’m not asking back ER fees due to the negligence. They should be aware that I will if I have to sue including attorney fees. I do not accept this response. This vet needs to be looked into with the amount of complaints that have been filed online in reviews, including  reviews from past employees on indeed on how they are scam artists.

  
  Sincerely,
  
  Michelle Huk

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