North Phoenix Spay & Neuter Clinic

I, [redacted] , D.V.Mam the owner and responsible [redacted] dba [redacted] , dba [redacted] I am responding to the allegations from [redacted] As noted, I was out of the country for four days, at the time this incident occurred and was unable to be contacted during those times I returned to Phoenix on November 3rd, I have spoken to those involved, have read the charts, notes and the conclusion that the standard of medicine was properMuch of what Ms [redacted] alleges is simply not true and some border on slanderAt no time in my career as a Veterinarian have I allowed any technician to perform surgery in any of my clinics [redacted] ***, my Office Manager/ Head Technician did not say that she performed the surgery herself or imply itI believe Dr [redacted] performed proper surgery and handled the post surgery complications properly I am sorry that Ms [redacted] experienced the problem of scrotal hematoma with her dogHad she listened to the explicit instructions given to her she may have avoided this unpleasant episodeI have turned this incident over to AVMA Liability InsuranceI was notified November 10th, 2014, that they would not be making an offer of settlement to Ms [redacted] as they felt the standards of medicine had been metPlease feel free to call if you have any further questionsSincerely, [redacted] , DVM

I had yet another less than stellar visit to this clinic today, and after this will NOT be returning. We have been taking our two cats there for their annual check-ups and vaccinations since they were kittens so even though we live much further away now, we had continued to come because they knew our babies. Last year I waited over an hour due to “an emergency” that the vet had to handle. I’m sure this happens sometimes so although it was inconvenient, it was certainly not terrible. I’d actually never been seen on time there, but before that it was never more than 15-20 minutes past my scheduled time.

This year I arrived to my appointment and was told the doctor would see me in a few minutes. There was no one else in the waiting room so I figured I’d be brought back quickly. A couple did come out shortly after I arrived with their three yorkies who had just had their nails clipped. But no other clients entered or exited. I sat for over forty minutes listening to the phone ring at least a dozen times with no one answering it. The receptionist answered one call shortly after I arrived, called in a prescription for a dog while missing multiple calls, took payment for the yorkies and then was just away from the desk most of the rest of the time I was waiting. I’m glad I wasn’t trying to get through on the phone!

So after waiting the forty minutes, the receptionist returned to her desk to inform me that the doctor had an “emergency surgery” and they’d like me to reschedule. So I informed her that this would not work as I’d already driven out of my way on my vacation day and waited for the second year in a row for almost an hour for what should be a simple ten minute appointment. So she went to the back to see what could be done. She came back and into the waiting room and picked up my cat carrier with my cats in it and started to walk away with them while explaining to me that the doctor would do a quick exam and give the shots while I waited there. I of course questioned this as I’ve never had any of my pets (we have dogs we take to a different vet) taken back without me for a routine exam or shots. She answered that she had to take them to the “surgical area” so the doctor could see them there. I started to ask if that was even appropriate or safe, but she just walked away with my cats and disappeared into what seems to be her favorite spot in the back.

Now I’m not sure, but I would assume it is not correct to bring other animals into what should be a sterile, surgical area. What I was being told made no sense. I suspect my cats may have just been given their shots by a vet tech and did not see the doctor at all; which honestly is fine, but the way the situation was handled was very unnerving. I was extremely uncomfortable and concerned.

As soon as she entered the back out of sight, a bunch of dogs started barking and continued the entire time she was gone when before this it had been completely silent. So I got to sit there for about ten minutes listening to the barking and then the phone ringing unanswered a few more times until she finally emerged again to tell me that my cats were fine and had their shots and that I would not be charged an office visit fee. Well, I should hope not! I didn’t even know what to say at this point, and I was shocked by the entire experience. So I paid the fees they did charge me for the vaccinations, and I left.

I do not feel this clinic understands customer service at all and clearly doesn’t realize that pet owners worry about their fur babies and don’t like to be kept in the dark. Very unprofessional! I’m not saying there was not an emergency or that my cats were definitely not examined by a doctor—obviously there’s no way for me to know that; but the way it was handled and the fact that this is the second year in a row that I had to wait an excessive amount of time, makes me not willing to return or recommend anyone else use this clinic. Maybe I’m just very unlucky in my choice of days that seem to always coincide with emergencies, but I think I’ll try my luck somewhere else from now on. And I’d suggest others do also!

I, [redacted], D.V.M. am the owner and responsible [redacted] dba [redacted], dba [redacted]. I am responding to the allegations from [redacted]. As noted, I was out of the country for four days, at the time this incident...

occurred and was unable to be contacted during those times.  I returned to Phoenix on November 3rd, 2014. I have spoken to those involved, have read the charts, notes and the conclusion that the standard of medicine was proper. Much of what Ms. [redacted] alleges is simply not true and some border on slander. At no time in my career as a Veterinarian have I allowed any technician to perform surgery in any of my clinics.  [redacted], my Office Manager/ Head Technician did not say that she performed the surgery herself or imply it. I believe Dr. [redacted] performed proper surgery and handled the post surgery complications properly.  I am sorry that Ms. [redacted] experienced the problem of scrotal hematoma with her dog. Had she listened to the explicit instructions given to her she may have avoided this unpleasant episode. I have turned this incident over to AVMA Liability Insurance. I was notified November 10th, 2014, that they would not be making an offer of settlement to Ms. [redacted] as they felt the standards of medicine had been met. Please feel free to call if you have any further questions. Sincerely,[redacted], DVM

I, [redacted], D.V.M. am the owner and responsible [redacted] dba [redacted], dba [redacted]. I am responding to the allegations from [redacted]. As noted, I was out of the country for four days, at the time this incident...

occurred and was unable to be contacted during those times.  I returned to Phoenix on November 3rd, 2014. I have spoken to those involved, have read the charts, notes and the conclusion that the standard of medicine was proper. Much of what Ms. [redacted] alleges is simply not true and some border on slander. At no time in my career as a Veterinarian have I allowed any technician to perform surgery in any of my clinics.  [redacted], my Office Manager/ Head Technician did not say that she performed the surgery herself or imply it. I believe Dr. [redacted] performed proper surgery and handled the post surgery complications properly.  I am sorry that Ms. [redacted] experienced the problem of scrotal hematoma with her dog. Had she listened to the explicit instructions given to her she may have avoided this unpleasant episode. I have turned this incident over to AVMA Liability Insurance. I was notified November 10th, 2014, that they would not be making an offer of settlement to Ms. [redacted] as they felt the standards of medicine had been met. Please feel free to call if you have any further questions. Sincerely,
[redacted], DVM

Review: The past 24 hours have been brutal for our 10 pound, 8 month old puppy. Leo almost died due to the negligence of [redacted] and from what I've heard we are not alone in our experience. Yesterday 10/8/2014 at 4:45 pm I came in to pick up our 8 month old puppy Leo from NPSNC ([redacted]) from a routine Neutering. When I arrived I paid our $114.00 bill and they handed me Leo. As I was putting Leo in his carrier in the car I noticed blood all over the seats, my clothes, body, and a large pile of blood in his carrier. I rushed Leo back in the NPSNC and let the woman know he was bleeding profusely. She waved me off with, "That's normal, just make sure you don't set him on white carpet." I was shocked and terrified as I brought little Leo home to my boyfriend Easton. We frantically rushed him to the 1st Pet Animal Hospital on Union and 7th avenue. They gasped as they pulled Leo out of his crate and assured us we did the right thing. They let us know we were lucky we brought him in before he lost too much blood. After waiting anxiously for almost two hours we were told they would keep him overnight as long as we paid at least a deposit of $400. Knowing our baby boy was in good hands was worth cleaning out our bank account.Before we left for the night, one of the nurses discretely let us know this is not the first time she's seen this scenario from the same place. She also informed us about [redacted] which is the watch dog of all Veterinarians. We stayed up all night praying, crying and talking about what our solutions were. We were determined to make NPSNC reimburse us for the emergency bill as well as do everything in our power to make sure this doesn't happen to someone else's animal.This morning Easton and I took the day off work and sat down to contact NPSNC. Although we were emotionally and physically exhausted, we kept calm while trying to speak to someone above the girl at the front desk. Finally after calling multiple times we spoke with Office Manager/Head Technician [redacted]. She told us that she did the surgery herself and nothing was wrong with Leo. She also said that the emergency vet only wants money and there was really nothing wrong and refused to reimburse us. When we tried to get Owner/Veterinarian [redacted] Anderson we were refused. At first we were told he would be on vacation for a few days, and then when we asked for an appointment with Mr. Anderson we were told he wouldn't be back for months because he is out of the country.Despite what seems like a dead end we are determined and will never stop until we get this resolved.Desired Settlement: We ask that they pay us for taking Leo to the Animal Hospital. We could ask for much more including but not limited to missing work today trying to get this settled, pain and suffering and negligence which could have led to a lot worse then just a hospital bill.

Business

Response:

I, [redacted], D.V.M. am the owner and responsible [redacted] dba [redacted], dba [redacted]. I am responding to the allegations from [redacted]. As noted, I was out of the country for four days, at the time this incident occurred and was unable to be contacted during those times. I returned to Phoenix on November 3rd, 2014. I have spoken to those involved, have read the charts, notes and the conclusion that the standard of medicine was proper. Much of what Ms. [redacted] alleges is simply not true and some border on slander. At no time in my career as a Veterinarian have I allowed any technician to perform surgery in any of my clinics. [redacted], my Office Manager/ Head Technician did not say that she performed the surgery herself or imply it. I believe Dr. [redacted] performed proper surgery and handled the post surgery complications properly. I am sorry that Ms. [redacted] experienced the problem of scrotal hematoma with her dog. Had she listened to the explicit instructions given to her she may have avoided this unpleasant episode. I have turned this incident over to AVMA Liability Insurance. I was notified November 10th, 2014, that they would not be making an offer of settlement to Ms. [redacted] as they felt the standards of medicine had been met. Please feel free to call if you have any further questions. Sincerely,[redacted], DVM