Business ProfileforDuck Creek Animal Hospital

Refused medical treatment at Duck Creek animal hospital in Smyrna Delaware after receiving annual shots from the previous day by Dr ***** *********. My dog experienced a reaction to the medication that was given which I began to notice the next morning. I called to inform Duck creek hospital of the symptoms my dog is experiencing. While explaining the situation I was cut off several times in a very rude manner and then hung up after trying to over talk ***** as she continued interrupt me while I explained the situation at hand. I asked for the supervisor which they stated no supervisor was there today. I called back the second time asking for a supervisor to again explain what was going on because staff continued to cut me off as I explained the medical crisis going on with my dog. I also tried to explain I was currently at the doctor’s office for myself I will bring my dog as soon as possible and I was hung up on for the second time by another nasty staff member who also was very nasty and over telling me while I explained the situation. Before hanging up on me for the second time the nasty staff stated “just get here when you can.” I was never given an appointment time who gives an appointment time to a dog having a reaction to medication that was given by a doctor the previous day. As soon as I got there, they told me the doctor can’t see my dog because I was late for an 130pm appointment. I explained to ***** that I was never given a time. ***** the very rude staff member began to mock me. At that point I requested the chart notes from the previous visit when the shots were given so I could take him to the emergency room. ***** told me “I’m not bring you anything they will be emailed to you. After I informed her that they are refusing my medical treatment she came back out to tell me that Dr. ***** ********* will see me now. I left there and took my dog to the animal emergency room where he was cared for.

We have reviewed our recorded phone calls. At no time did the client communicate with "Kelly" over the phone. The staff addressed all concerns that were presented professionally. Our staff attempted to get the customer to schedule a same-day appointment to address his concerns multiple times. However, due to the client’s verbal beratement and harassment of our customer service representatives, we were not able to effectively communicate with the client and resolve this issue. The client was advised that if he continued to yell at our staff, the calls would be terminated. The yelling continued during these conversations and the calls were ended, after politely validating the client's concerns and requesting mutual respect. The client was advised multiple times that the patient may be experiencing a vaccine reaction, but we would not know without performing a physical examination. We strongly recommended a physical examination, stating that it was in the best interest of the patient. In our opinion, we did everything we could to best accommodate both the client and the patient. An immediate urgent care appointment was recommended and declined. A same-day 1:30 visit was suggested to avoid delays and wait times due to our schedule being full for the day. The appointment time was ultimately accepted and repeated back to us by the client, confirming a 1:30 same-day appointment. Any miscommunication regarding the appointment time and our policies was unintentional. After confirming this appointment time, the client arrived 15 minutes late to the appointment. The client was greeted by our concierge, "Kelly". Our intention was not to withhold care, however, to inform the client that there may be a wait. This was not acceptable to the client. The client became irate in the parking lot and began cursing and yelling. The client then requested their records. We offered to have the records emailed to them as it would have been quicker and easier. The client declined and requested a physical copy of the records. The records were printed and given to the owner along with information on a local urgent care facility. We again reminded the client that we were still willing to see the patient for the pet’s physical examination. The client declined and left. We are glad to hear that the pet got the care it needed. (BBB we have the calls, medical records and transcript for your review if needed)