Phoenix Animal Care P.S.C.

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Phoenix Animal Care Company Contact: Dr [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response: We are a small practice in a rural community and like all local businesses we strive to support our community.And like any other small business we struggle to keep afloat while trying to keep costs and services downI do not believe at any time that I agreed to outsource prescription medicationsWe discussed this issue and I stated our positionIn this particular instance, the client brought her dog in to have lab work done and vaccinations givenThe paperwork we were given showed that the last laboratory tests had been run one year agoWe waived the office visit and charged only the pre-exam fee, drew blood for the Thyroid test and for a Heartworm Test that the client requested, vaccinated the dog and provided the client with medication for the dog pending laboratory resultsAny charges incurred were strictly client drivenWe did not fill any prescriptions with [redacted] as we had stated that we did not outsource prescription medications, especially when we already had them on our shelvesWhen the client called and asked for a refill, we agreed to meet them at the clinic and fill the prescriptionThe client came back in on April 1st to pick up more medication and asked that we outsource the prescription to [redacted] I believed that I had made it clear that I was unwilling to do that and explained that we only outsource prescription medications that we do not carry and/or those that need to be compoundedWe then filled the prescription at our officeThe clients husband then returned to the office on April 10th and demanded that I send a prescription to [redacted] I declined to do soI am sorry that this misunderstanding has occurredI feel that our practice has always been clear on our policies and that we have tried very hard to be helpful and fairI have this pets specific medication on my shelves right now so the client can easily obtain itThe cost at this time is a little over $for a months supplyIf the client chooses not to get this medication here, I would be happy to send a copy of the patient record directly to another Veterinarian so that the client does not need to duplicate laboratory work and/or vaccinationsThe client would then simply need to establish a Doctor-Patient relationship at this clinic Sent on: 4/17/4:23:PM

Business Response to a Complaint
...


Complaint ID#:


[redacted]


Company Name:


Phoenix Animal Care


Company Contact:


Dr. [redacted]


Company Phone:


###-###-####


Company Email:


[redacted]


Person Who Sent the Complaint:


[redacted]


Staff Member:



Response:
We are a small practice in a rural community and like all local businesses we strive to support our community.And like any other small business we struggle to keep afloat while trying to keep costs and services down. I do not believe at any time that I agreed to outsource prescription medications. We discussed this issue and I stated our position. In this particular instance, the client brought her dog in to have lab work done and vaccinations given. The paperwork we were given showed that the last laboratory tests had been run one year ago. We waived the office visit and charged only the pre-exam fee, drew blood for the Thyroid test and for a Heartworm Test that the client requested, vaccinated the dog and provided the client with medication for the dog pending laboratory results. Any charges incurred were strictly client driven. We did not fill any prescriptions with [redacted] as we had stated that we did not outsource prescription medications, especially when we already had them on our shelves. When the client called and asked for a refill, we agreed to meet them at the clinic and fill the prescription. The client came back in on April 1st to pick up more medication and asked that we outsource the prescription to [redacted]. I believed that I had made it clear that I was unwilling to do that and explained that we only outsource prescription medications that we do not carry and/or those that need to be compounded. We then filled the prescription at our office. The clients husband then returned to the office on April 10th and demanded that I send a prescription to [redacted]. I declined to do so. I am sorry that this misunderstanding has occurred. I feel that our practice has always been clear on our policies and that we have tried very hard to be helpful and fair. I have this pets specific medication on my shelves right now so the client can easily obtain it. The cost at this time is a little over $10.00 for a months supply. If the client chooses not to get this medication here, I would be happy to send a copy of the patient record directly to another Veterinarian so that the client does not need to duplicate laboratory work and/or vaccinations. The client would then simply need to establish a Doctor-Patient relationship at this clinic.
Sent on: 4/17/2014 4:23:32 PM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As a retired US Army Soldier having spent over 20 years serving this great Nation both in the United States of America and abroad, I feel somewhat qualified to state that we have some experience with veternarians all over the world.  We have had both good and bad experiences but it seems the small practices are more apt to look towards padding their 'bottom line' due to limited clientel and have selective memory occasionally as to important details.
The prime driving question we had in the beginning when we decided to change from our then current medical provider for our pet was the ability to use the services of [redacted].  This was due to never being able to get a constant price for our pets medication from our then current provider.  If we had not been assured in the first (January 2014) and subsequent conversations with Dr [redacted], we would have NOT went to her at all but continued our search!
We went to the initial visit which she rescheduled from Feb 4 to Feb 11 due to bad weather, with the understanding we would have expenses of initial patient fees, exam fees, lab work, annual shots and thyroid medication.  We did not request nor expect any reduction or discount of fees and support reasonable profits for services rendered due to changing providers but even with her 'office visit waiver', the charges were more than our previous vet!.
We were told in our initial conversations in January 2014 that she did NOT normally stock the thyroid medication we needed and expressed a concern of being stuck with a supply that she could not use.  We told her we would need a months supply (at her price of approx .20/pill) or so until we could get the medication from [redacted] (at approx .15/pill).  Due to her being closed for a time for a medical or vacation reason, we could not get her to provide the prescription information to [redacted] nor get the medication from her without undue effort on her part for a couple weeks so our alternative after consulting with her was to share my thyroid medication with our pet, adjusting for dosage as mine is .1 mg and our pet needs .5 mg.  This put a small strain on my supply, but our pet's health was our biggest priority then and I have suffered no ill effects from the short period of sharing.  Even so, this is not something I would like to continue.
My visit on April 10th 'demanding for the prescription to be sent to [redacted]' and my plans to complain to different authorities about her ethics was uttered between gasping for breath from my advanced COPD condition and afterwards I managed to shuffle back to my truck and oxygen tank before having to pass out from the short walk in & out and the wait for her to finish with a client!  I'm sure she was very intimidated by my helpless demeanor in her office!
In closing, I find it somewhat humorous that she is willing to supply another veternarian with my pets records for his medication but is not willing to supply [redacted] with the same information!  Holding a pets health hostage to increase your profit margin is neither a ethical nor proper way for a small rural practice to support the community!
Our dissatisfation with her continues....
Regards,
[redacted]