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As we have just come across this note online we can assure you that all measures have been taken to ensure that communication is 100% clear at all times. We are truly sorry for the experience you had at our practice and by no means have we taken this situation lightly. We hope that Rosie and yourself were able to recover from this situation.
The Veterinarians and Staff at Snelgrove Veterinary Services
Rosie had her operartion Monday May 07th 2012....
I go in for her spading... and they perform a SECOND Surgery at the same time when I was CLEAR I DECLINED!!! THIS IS MY STORY....EVEN TODAY AFTER THEY RECIEVED MY COMPLAINT NO ONE CARES!!!
I am not sure whether or not you are aware of what happened to our puppy Rosie yesterday and if you are then I am even more disappointed and angered by the situation and that not one of the doctors had the decency to call us into a private room to apologize in person for what happened! Brushed it off like oh well we made a mistake but she’ll live! I think NOT!!
Rosie is a part of our family and if this had happened to a child of mine where we went in to a hospital for a procedure and then was told – we removed their appendix as well and no worries... it’s STANDARD PROCUDURE – He/She will be fine.... I would have TORN their HEAD off their shoulders!!!
I brought Rosie in myself on Monday morning May 07th for her spading procedure. I declined the pre-blood work the micro chipping and the Declawing of her hind paw nails. It was not a necessity and she was fine... Yes I DECLINED!! All I wanted her to have done was the spading and of course would purchase whatever medication was required to keep her pain free. I also advised I would pick up and pay for the Flea/heart worm treatment from June to November..
I called your clinic at 130pm yesterday and was told by Donna who happens to be the same lady who I went through the checklist with that morning and was told she was fine the surgery went well and she was just groggy but responsive. Approximately 1 1/2hours later I received a call from the doctor apologizing that the declawing procedure was not checked off or crossed off the list and they did not read the note at the bottom that clearly stated I declined that procedure....went on to advise that there were three doctors and no one saw the note at the bottom and all missed it... not that it was any excuse but that they were sorry.... of course added you will not be charged for the surgery or the meds and follow-up... sure why not add insult to injury!
My husband took some time off work to help with staying at home to watch over Rosie and now due to this second procedure made in error by your doctors - it’s handicapped Rosie, she struggles with walking, she is dragging herself around which when we see this we pick her up and take her out or try and her what she needs to avoid stressing her or hurting herself whether it be her belly stitches or her back hind legs ... this now requires more care and more time for us that we did not plan for to watch over her... and more stress to our family.
I spent the entire night awake worried for her – exhausted and emotionally drained.
This is not a STANDARD procedure and not necessary! I do not want to be told by your staff to not stress it will be fine and it’s a good thing... or pacify me like I am an idiot!
I did not want to add this additional strain on her or have her have unnecessary surgery! Period!
I called other veterinary clinics and they all tell me that this was wrong doing period!
The fact that no one took the time to deal with us when we got there was even more shocking to them! That a phone call would suffice!!
I was emotional and upset and mortified at what transpired – I was not of clear mind – I was UPSET!! Your doctors had no excuse –were not professional and did not take the time to hold themselves accountable!! POOR CARE and POOR Customer Care... how can you not read the entire requisition when operating???? You read half way and then read the NOTES!!! Unbelievable!!
It gets better.... I get all the way home and realize I was not given the CONE to keep her from licking or pulling her stitches that I PAID for... only realized it because that was the first thing Rosie did when I put her down in her bed.... and I had to call your office .. and drive all the way BACK to your clinic to pick it up!
I have cancelled my appointment for tomorrow at 2pm to have her bandages removed and I do not want anyone to have anything to do with Rosie or any other PET owner’s dog, cat etc...if I can help it!
I will tell my story to everyone!! You have handled this unprofessionally, insensitively and it was wrongful doing to our Rosie!
I have asked that her file be faxed over to another Veterinary clinic ASAP!! I called and provided the number – in case that too goes missing – it is 905 846 9724-FAX and would appreciate that you ensure that her paperwork is received and in their hands accordingly. I will be taking her there for her follow up and review and will no longer require your services.
Regretfully and disillusioned,
This amazing veterinary clinic has everything you need for your pets. The staff are excellent.
A number of years ago we used to go to a different vet and when we brought our cat in because she was losing muscle mass, the other vet told us that it was just old age and there was nothing we could do. So, we went for a second opinion and that is how we found Snelgrove. They immediately diagnosed the problem, gave us a treatment plan and our cat lived for another 7 years after that.