ComplaintsforOviedo Veterinary Care and Emergency

• Initial Complaint

  11/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11-19-2022 my dog threw up blood at 11:00 pm, we went to Oviedo Veterinary Care - Emergency looking for help, we waited in a room for at least 2 hours, at 2:00 am a nice vet tech named ******* came to the room and we explained the situation, she told us that the doctor was going to start a surgery that will take 4 hours, she sent us home and she will call when the doctor was ready to see us, she gave me the email address to sent my dog immune system diagnostic, I did and she called me to tell me the doctor was done with the surgery and we can come back. We did and ******* took good care of my dog, but we never saw the doctor. We went to Emergency care to talk to a doctor about the situation, she never, never showed up in the room to explain anything.I sent an email complaint to them about the situation the next day and requesting my $125 visit charge back, I'm ok to pay for the tests and medicine that my dog received, they never answered my email.I believe in an emergency situation you want to talk to a doctor about the situation.

  Business response

  12/28/2022

  Overnight on November 20, 2022, a client brought in her pet to be assessed for vomiting. The client was told from the start of the appointment that the only doctor we had on staff that evening was in an emergency surgery that would take several hours to complete. They opted to leave at that time. When they came back to the hospital, the doctor evaluated the pet's case after it was presented by the technician. At the doctor's recommendation and owner's approval, bloodwork was run, subcutaneous fluids were given, and medications were administered. It is not uncommon for our doctors to not have face time with owners. Not only is covid still prevalent, but our doctors are also simultaneously taking care of all our hospitalized patients. This did not affect the care and treatment given to the pet. The client was advised to follow up with her regular veterinarian for her pet's continued care.

  Customer response

  01/07/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  If you are a veterinary, you love what you do and you have a little empathy you understand that for some people their "pet" is a very important family member and if you bring your "pet" to a urgent care at midnight is because something bad is happening and you would like to talk to the doctor in charge about what is going on with your "pet".
  At least the administration is aware of the situation and maybe my complaint will help other "clients" to talk and see the Doctor when they go there looking for emergency help.
  Little concern about the owners feelings will be great!

  Business response

  01/18/2023

  As a hospital, we value all client feedback and take concerns into consideration. As stated in the previous response, due to the nature of ER veterinary care there are often many patients our veterinarians must attend to on any given shift. During the overnight hours it is not uncommon that the doctor in the building is pulled into emergency surgery. As the client states, pet care should be the veterinarian's priority. It would not be fair to the patient that the attending veterinarian was operating on at the time this pet was brought in for the doctor to have stopped surgery and stepped out. Unfortunately, one cannot step away from a patient once they have been put under anesthesia. The technician did relay the circumstances to the client at the time of the visit and the client opted to come back, despite having the option to go to another emergency hospital that was open. The doctor did evaluate the pet and a treatment plan was made. Services were rendered with approval from the client at this time. It is not noted that there was any indication of dissatisfaction with care when the client returned for the patient's treatments. Staff would have attempted to rectify the situation at the time of the visit had any discomfort with care been expressed, but as stated we had consent to treat the patient.

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