ComplaintsforHergenrether Animal Hospital

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This was my first time at this vet because I just moved to town. From the very beginning I didnt have the best experience but went through with the appointment because I was already there, and my dog needed a check-up and updated shots. All recommended tests and vaccinations were my dog needed a check-up and updated shots. All recommended tests and vaccinations were prevention). he said that its ok, and I can get it at a later date. I paid for my services and declined next appointment scheduled. I found the medication available online at chew.com for a better price so I ordered it. Chewy called the vet to confirm the prescription, but they said that ***** has never been a patient there. I confirmed the vet info with them. They called again and were told this time that he hasnt been seen in the last 6 months which is false. I proceed to contact the vet myself. I was told that because I declined a second visit, I severed the doctor/ patient relationship and that my dog ***** is no longer a patient there. I paid for all required testing to receive this medication, but because I chose not to return to their office and to purchase the medication elsewhere, they are trying to punish me and my dog which is very telling of who they are and why we are choosing not to return there. I would just like my dogs prescription filled. This complaint has additionally been filed with *************************.

  Business response

  03/04/2022

  To whom it may concern,

  *********************** presented his dog ***** to Hergenrether Animal Hospital on Feb 01, 2022. He presented for an update on vaccinations and check scratching at right ear for 1 week.  We had already received his vaccination history from his previous veterinarian.  We were able to present him with a health care plan in writing of what ***** was due for from a wellness standpoint and the associated cost.  This is done with every new client so care provided and cost are addressed.  ****** authorized the healthcare plan by signing it.  ***** was diagnosed with an ear infection and treatment was discussed and provided as outlined on the healthcare plan.  Part of that treatment was a follow-up appointment to access the success or failure of the recommended treatment and the potential need for any further treatment.  ****** was then contacted on 2/02/22 to ensure that treatment was going well and no further treatment was needed.  He indicated all was going well.  We received correspondence from ****** via text on 2/05/22 complaining about cost and asserting that he had been over charged and telling us that he was no longer coming to see us.  I have left out specific offensive language used in this text correspondence, it is attached and speaks for itself. He refused the recommended follow-up appointment.  When he did this, he broke the Veterinary-Client-Patient relationship (VCPR) outlined in the ******** Veterinary Practice Act by not agreeing to follow the instructions of the licensed veterinarian that had made the diagnosis and prescribed care.  This legally terminates our relationship.  ****** then requested a prescription authorization on 2/28/22.  This was declined due to the lack of a VCPR.  On March 01, 2022, ****** called and spoke to our reception staff.  He was advised of the above facts in detail.  He proceeded to call them a variety of foul names. 

  Dr.  **** ************

  Customer response

  03/11/2022

   
  Complaint: 16823888
  
  I am rejecting this response because:

  Per their same referenced VCPR guidelines: 

  1. A veterinarian shall provide competent veterinary medical care under the terms of a veterinarian-client-patient relationship (VCPR), with compassion and respect for animal welfare and human health.

  - Regardless of their feelings towards me, they are not providing my dog with compassion and respect.

  2. Regardless of practice ownership, the interests of the patient, client, and public require that all decisions that affect diagnosis and treatment of patients are made by veterinarians in the context of a VCPR.

  3. If there is no ongoing medical or surgical condition, veterinarians may terminate a VCPR by notifying the client that they no longer wish to serve that patient and client.

  - They prescribed a medication which they refused to fill.

  4. A veterinarian shall be influenced only by the welfare of the patient, the needs of the client, the safety of the public, and the need to uphold the public trust vested in the veterinary profession; and shall avoid conflict of interest or the appearance thereof.

  5. A veterinarian shall not allow any interests, especially financial interests, other than those mentioned above to influence the choice of treatment or animal care.

  
  
  Sincerely,
  
  ***********************

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