ComplaintsforLinganore Veterinary Clinic

• Initial Complaint

  04/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  4.19.23 1045 am w/ 2 12 wks Sphynx kittens as new patients.. 1) I went clinic before w/ my prev sphynx cats for 6 yrs. The desk staff & vets were accommodating by having clipboard w papers ready for communication. I used my phone BIG app to type. Today appt, I was appalled with Johanna ****** DVM's performances. She was the worst Vet I ever worked with since I owned 7 exotic cats. In CA & MD, my prev vets and I tended to discuss details cuz I am educated and knowledgeable despite of my deafness. 2) The office is aware that I am bringing two new patients & did not have me fill out the new patient forms of their DOB, breed, medical / history info. I handed the original documents and asked the female staff to make a copy. Instead, she placed them in the clipboard. I took documents and requested to make copies. 3) The Vet Asst was nice, accommodating & asked basic questions. The vet showed up & appeared abit awkward to communicate with me as a Deaf owner. The asst instructed her to write to me. 4) Ms .Shook, failed to ask me which treat (peanut butter or cheese) I prefer first before she administered two vaccines on each kitten. W/ Patch (boy), she gave him two shots then provided a lump of easy cheese America spray can (snack). I was upset she gave chemical snack to both kittens. With Yoda (female), she placed cheese on exam table then gave her two shots. I was puzzled that the clinic/ vet wanted to test their fecal samples after both tested negative. Sphynx breeds are sensitive to chemical foods and their dietary are restricted to Grain Free dry / wet food ONLY. 5) Ms. Shook collected mixed cultures from Patch & Yoda's both ears and placed on two slides instead of culture from left ear on one slide & culture from right ear on a separate slide. I did try to intervene & was instructed to stand back. 6) Both cats' ears are dirty 7) Ms. Shook was not upfront with the tests/ procedures and got my consent. 8) the RX label doesn't say fridge until I asked..

  Business response

  04/27/2023

  First and foremost, we are incredibly sorry that Sarah had this experience.  Linganore Veterinary Clinic takes pride in our customer service and being able to provide excellent service to our deaf community in Frederick.  As the chief-of-staff at our hospital I have spent the past week talking to Dr. Shook, our hospital manager, and other staff members involved with this appointment and as a practice it is our utmost priority to make sure this type of miscommunication doesn’t occur again.  In an effort to resolve any communication errors on our part, we are refunding Sarah the cost of her kitten’s ear cytology’s, ear cleanings and fecal exams sent to the lab for a total refund of $190.  Prior to Sarah’s complaint we removed the charge for 1 of the ear cytology’s because we recognize veterinary costs have increased greatly in the last few years and having two kittens at one time can become expensive. We recognize that money is not the only issue, and we are truly apologetic for any hurt feelings or miscommunication.  We do feel moving forward the trust and valid client/patient relationship that is so important in veterinary medicine is no longer there and we do regret that we will no longer be able to provide Sarah with veterinary care moving forward.  We are very happy to provide records to any hospital that may be better able to provide veterinary care for Sarah in the future. 
  In an attempt to clarify some of the miscommunication for Sarah and the general public I will respond to some of the specific complaints.  We do provide additional time for appointments with deaf clients to prevent this type of miscommunication.  It is not our clinic’s practice to provide estimates for routine veterinary care and Dr. Shook and her veterinary assistant do not recall any question about costs.  The veterinary assistant did confirm that the kitten’s records were scanned into our medical history and appropriate copies were made.  Dr. Shook was not made aware of the BIG app unfortunately by her veterinary assistant before the appointment, but she did feel effective communication was made between writing notes on paper and with visual head nods.  We have signs in our exam rooms to alert owners that we may offer pets treats (including spray cheese) in an attempt to lower anxiety of our pet patients and in accordance with Fear Free Protocol.  We apologize if we missed any communication that spray cheese was specifically unsafe to her kittens or if Sarah was uncomfortable with that food product.  Dr. Shook addressed the dark, ceruminous debris in both kittens’ ears with an ear swab to look for ear mites and with ear cytology.  When we as veterinarians look for ear mites we take samples from each ear and combine them on a slide with mineral oil.  We believe this was why it may have looked like samples were combined.  Neither Dr. Shook nor her veterinary assistant recall asking Sarah to “stand back” as the slides were prepared.  Dr. Shook also took separate slides from each ear that were stained to look under the microscope for organisms.  Yeast was noted on these cytology samples for both kittens and Tresaderm was prescribed.  Tresaderm does not have to be refrigerated for treatment, but it does for storage which can be confusing instructions.  Regarding the fecal samples, it is recommended by the AVMA that veterinarians test fecal samples multiple times in kittens because of the nature of intestinal parasites.  We recognize that Sarah might not have understood this at the time and are refunding the cost of the fecal samples.  We have medication at the office for the treatment of the positive fecal result communicated to owner via email.  Please let us know if you need any additional information in regard to this complaint. 
  
  Sincerely,
  L. Hope ************* ***
  Chief-of-Staff Linganore Veterinary Clinic
  

  Customer response

  04/28/2023

  
  Complaint: ********
  
  I am rejecting this response because of dishonesty and lack of transparency.

  1) Dishonesty: You state "The veterinary assistant did confirm that the kitten’s records were scanned into our medical history and appropriate copies were made." The office staff disregarded my request to make a copy of my kittens' original records and Dr. Shook almost wrote something on it in the exam room. I had to stop her, took the paper and walked back to the office and used my voice saying "make copy". It took few minutes for the office staff and Vet to discuss and have the records scanned. The office did not provide me the new patient form for me to fill out of both kittens, any change on my contact information (my home phone and home fax numbers were changed since 2022), kittens' history etc. The records they scanned did not have more information other than standard print out of vet visit in Florida.
  
  2) Again, dishonesty. She said "Veterinary Clinic takes pride in our customer service and being able to provide excellent service to our deaf community in Frederick." and "You state "We do provide additional time for appointments with deaf clients to prevent this type of miscommunication." were not true. When I met Dr. Shook, she appeared ignorant on how to communicate with me. The assistant instructed her to write.

  3) Dishonesty and Lack of Transparency. "We do feel moving forward the trust and valid client/patient relationship that is so important in veterinary medicine is no longer there and we do regret that we will no longer be able to provide Sarah with veterinary care moving forward.  We are very happy to provide records to any hospital that may be better able to provide veterinary care for Sarah in the future."  What happens to  your statement, we "take pride in our customer service and being able to provide excellent service to our deaf community in Frederick"? You knew Frederick has a large number of Deaf people because of Deaf school nearby then why wasn't Dr. Shook confident  enough to communicate with me efficiently? Why did you want me to discontinue bringing my kittens to your clinic?
  

  I understand that most professional offices would prefer to resolve by offering options: continue with their services or ask if the customer /patient/ client prefer to work with a different provider.  Do you realize that you are discriminating me as Deaf person to avoid providing accommodation to Deaf customers? Sadly, I was hoping for us to resolve and continue our relationship (I have been a loyal customer).  You also state  ?It is not our clinic’s practice to provide estimates for routine veterinary care and Dr. Shook and her veterinary assistant do not recall any question about costs." Good thing I saved my deceased sphynx cats' folders where I have all print outs / records (discounted costs) /notes of our communication including costs/ instructions on medicines. I am more than happy to show to you because my deceased cats and I were their favorite customer/ patients. 
  

  4) Lack of transparency. You state "Tresaderm does not have to be refrigerated for treatment, but it does for storage which can be confusing instructions."  You did not bother to provide additional information by explaining if it is okay to leave it in fridge or should I take it out.  The RX has been in Fridge since 4/19/23. What happens if it is refrigerated? Is it no good? What is lifespan if refrigerated? 

  5) Dishonesty. You state "AVMA that veterinarians test fecal samples multiple times in kittens because of the nature of intestinal parasites.  We recognize that Sarah might not have understood this at the time and are refunding the cost of the fecal samples. I appreciate being refunded but want to clarify that you are patronizing me because I did not understand at this time of the visit. The office staff knew that my last visit was 2021 and did not inform me of new changes including sending fecal samples to the lab until you explained in your recent email.
  

  5) Lack of transparency. You state "We have medication at the office for the treatment of the positive fecal result communicated to owner via email.  Please let us know if you need any additional information in regard to this complaint.  See attached (email correspondence).  What did Carrie mean by "Most veterinary clinics who are accepting new clients should be able to get you in before Patch and Yoda's booster shots is due. In the change  you aren't able to get them in somewhere, the series can be started over. We will email records whenever we hear from you."  Second, you and Carrie mentioned about the medication; however, you both did not disclose / provide the cost of medication until I asked. You state "It is not our clinic’s practice to provide estimates for routine veterinary care"  I am confused because other vets/ office staff do.
  

  6) I propose both kittens to receive last dose of FVRCP vaccines at your office as scheduled according to their records or they will have to start all over again because I haven't had a chance to do research on other vets near my home which takes time. I will cover for the cost for vaccines and will start seeking for a different Vet.
  

  7) Since you did not disclose the cost of medication after you reviewed my BBB complaint, I proposed 98 dollars to be waived. Total 288.00 dollars credit (190 dol plus 98 dol). I am being fair because I did not ask for a full refund. FYI, I did not have this kind of experiences in my 30 years of owning 7 exotic cats (Yoda and Patch are my 6th/7th)
  

  8)  I really hope we could work this out if you agree to my proposals otherwise I will check with Maryland Veterinary License and MD CIvil Rights Commission to inquire about your clinic practices etc. If you agree, I appreciate and want to resolve this matter and move on. FYI I am a social worker with over 20 year experiences doing legal work.
  

  Thanks
  
  Sarah ***********

  Business response

  05/08/2023

  Response to complaint * *********
  
  I am so incredibly sorry that you didn’t have a good experience at our office on 4/19/23 and that you are dissatisfied with how we’ve handled it.  It is clear to me that we were unable to meet your needs in communicating the services provided that day.  I can only imagine the feeling of not being involved in your kitten’s decision and I feel terrible about that.  My response was not intended to be patronizing or dishonest, just to present the facts as I’ve received them as clearly as possible for you and the general public reading this complaint.  We would like to refund all charges from your visit on 4/19/23 for a total of 617.98.  We have already credited $190 for the ear cytology and cleaning so you should see an additional return of $427.98 on your credit card.  Also, you can pick up the dewormer we prescribed for both kittens at no charge to you.  The dewormer is a total cost of $98.04.  I would personally be happy to see your kittens for their recheck appointment and to finish their booster series within the recommended time interval.  We can provide an interpreter at that appointment to be sure communication is clear, if you feel more comfortable.  It will need to be scheduled with me as I am the only other full-time associate at this office.  As a veterinarian it is my professional responsibility to require a follow-up kitten exam with the booster vaccinations for your kittens and as the chief-of-staff it is my responsibility to our clinic to continue to treat your pets within our hospital protocol.  We will reach out via email to schedule this appointment and to provide an estimate for the recheck exam, FVRCP booster, and recommended Rabies vaccination for both kittens.  In regards to the Tresaderm- it is safe to use refrigerated or not.  Some cats prefer that it is not cold, in which case you can leave it outside of the refrigerator for the length of the treatment.  Many owners like to keep what’s “leftover” in which case I recommend you store it in the refrigerator so it can be safely used up until the expiration date.  Again, please accept our sincere apology.

  Customer response

  05/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

  I appreciate your time to clarify and accept your apology. Thanks for providing additional information about Tresaderm.  Regarding. interpreting services, I appreciate your consideration of my communication accessible. I am flexible and easy to work with. We can discuss alternatives on how to communicate such as using speech to text apps (Otter, AVA or Notes) & writing.  My previous vet offices and I tended to use speech to text, Video Relay Service calls & emails when needed to discuss procedures, treatments, etc. Let me know if it is acceptable.
  

  Again, thanks for your cooperation by offering to recheck my kittens and to finish with their last dose of vaccines. We can discuss more about rabies vaccines in person.

  I received your email and will respond.

  Again, thanks for willing to resolve this matters with me. Really appreciate it.
  
  Sincerely,
  
  Sarah ***********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩