ComplaintsforSanatoga Animal Hospital

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Sanatoga Animal Hospital at 10:24 am on 01/03/2022, asking to talk to Dr. S****** and streseed that I was off from work to pick up a script . I received no phone call back. Called again at 6:35 pm the same day letting them know that no one called back for 8 hours. Finally received a call at 8:40. Receptionist called, NOT Dr. S*********. I wanted to know when I can get my script for *****. Finally, the nurse told me I could come down and get a script. I was not happy that they wanted me to run down at 8:45 at night when I called early that morning. My daughter volunteered to go down and when shew got there told her that we could get the script, but another blood test would have to be performed to continue with the medicine. I was not happy because that was not stressed in my initial visit or on any paperwork that came home. I already had a blood test, urine test, blood worm test and a fecal test done. All were negative. At NO POINT was another blood test mentioned. I was told that once my dog had a seizure, he would have to be put on phenobarbital, but no mention of any other tests, unless there were other seizures. I feel, since I was not getting the medicine from Sanatoga wants me to come back for extra tests. When I, FINALLY, spoke to Dr. S********, I stressed that I was never told about further tests, unless more seizures occured. Dr. S******* got very arrogant and said he did tell me and that he was pissed that I told him I was upset that no one called back for 8 hours. I, asked, again, why I didn't get a call and he told me "HE DOES NOT HAVE TO GIVE ME AN ANSWER" and he was pissed that I was upset about it. I felt the second blood test was not mentioned or that I was NOT told that, unless ***** had another seizure, He could continue him on the same medicine. In our initial visit I said I didnot want to put into test after test and more money. Dr. S******** now refuses to see ***** or take calls. VERY UNPROFESSIONAL and it could cause death.

  Business response

  02/02/2022

  Dear ******* *******, 
  The following is in response to the letter from *** ********* regarding his pet dog “*****."' 
  A ***** canine born on 11/21/2017 was transferred from another hospital in the area to this office on 4/25/2018 for a pre surgical examination and then castrated on 5/09/2018. This ***** canine patient had prior immunizations at another facility. The patient visited our practice on 06/04/2019 for annual examination and basic immunizations. We did not see this pet in 2020. 
  On 12/24/2021, the canine patient was presented to us for examination with a complaint of “falling over," as the owner thought the dog was having seizures. The client said they have researched online. The owner speculated whether the use of an over the counter flea/tick prevention product could have started this change in behavior. He said he had used the product before without causing convulsions. There was no known trauma or exposure to a toxic substance as per owner. I verbally presented my initial findings to the client that the dog's physical examination was deemed unremarkable with acknowledgement of my finding of growths that have formed on the patient's abdominal skin. 
  In response to the client's complaints regarding the dog's history of shaking, kicking, and falling when excited, I made the recommendation for the client to record a video if an episode should occur again and for the client to log the frequency, duration, and physical changes regarding convulsive events. Despite our limited hours on Dec 24th, I gave at least 30 minutes to explain at length to the client that we must establish the minimum baseline diagnostic data and that the client should schedule to have a cardiologist rule out heart muscle disease via echocardiogram, rule out Lyme disease, check for Heartworms and tick borne diseases, and also complete blood count and serum chemistry. I informed the client how in some cases, Magnetic Resonance Imaging may be required. The client's response to these recommendations was that they do not wish to spend money. During this extended consultation, I explained to the client how since it was the first ever reported episode of seizure-like symptoms, the client should not start the patient on anticonvulsive medicine unless another episode occurs again in less than six months. I explained that once the medicine is started, it requires routine monitoring of blood level in re the dose for control of seizures and that such testing is standard practice for the continued use of *************. I warned the client how it is possible to reach a maximum recommended dosage of the medication and still not be able to control the seizures. The client was provided detailed information on the controlled prescription medicine, *************, and sent home with literature regarding seizures & epilepsy in dogs. 
  At the time of this visit, with permission from the client, we sent the patient's blood and fecal specimens to our reference laboratory for testing. We requested the client to also bring in the patient's urine specimen. We provided a ten day supply of the controlled drug, *************, with instructions to administer the medicine only if a seizure occurs again within less than 6 months. On 12/27/2021, we had called the client regarding test results and left a message on the client's voice mail at 11:20 AM. The owner did not call back until 4:00 PM when the owner called only to say the patient had experienced another seizure. We informed the client to promptly start the first dose of medicine two hours after recovery from seizure and then every 12 hours as prescribed. The instructions to the client were revised for the dog's family to take all precautionary measures not to get bitten when administering the medication and to call immediately if another seizure were to occur. 
  On 12/28/2021 at 3:25 PM, I called and discussed the urinalysis results with the client. The client replied that they had started their dog on the medication and asked when I would be removing the dog's growths on abdominal skin. I reminded the client of my recommendation to consult with a cardiologist before we consider the use of general anesthesia and how we must focus on managing the patient's seizure episodes before we can proceed with growth(s) removal surgery. 
  On 01/03/2022 in AM, the family member of the patient called to say they needed a written prescription for *************. The prescription was written promptly. Monday January 3, 2022, was our first day back in office from the New Year's holiday weekend. We had more than the usual number of urgent care cases. Despite our remarkably busy schedule, we ensured the prescription was written and the very same evening our team member called the client to inform them that their requested written prescription was ready for pick-up. As per the owner no new seizure episodes were reported. Shortly afterwards, our team member provided the client with the written prescription, with a verbal reminder to schedule for lab work to check the patient's blood ************* level which would be due 21 days after starting the medicine, as Dr. Sharma had discussed with the client previously. 
  Our team member informed me that the client has called from the parking lot and that the client needs an answer from me as to "what took you (the veterinarian] eight hours to write a prescription" and how the client was upset that bloodwork would be needed with an accusation that we had never informed the client before regarding the routine bloodwork. When the client called our office on January 5, 2022 to request all records, we emailed all the patient's medical history directly to the client on January 5, 2022 at 2:58PM. 
  ************* is a schedule IV controlled drug, as per DEA (www.dea.gov). We are required to maintain strict records for *************. If this client had started giving the medicine on 12/27/2021 and knew this medicine would require long-term, continuous use, then the client had from Monday 12/27/2021 to Friday, 12/31/2021 to inform us regarding their request for a written prescription. If the client had certain preferences of when they would like to pick up a written prescription, then there was ample opportunity to call in their request ahead of time. Even so, when they have waited until the last day to request the prescription, we pride ourselves on offering the best service possible, in this case a same-day-turnaround on a most hectic day in the middle of this ongoing global pandemic. Regardless of whether a client chooses to purchase the controlled drug ************* from our in-house pharmacy or if they choose to purchase from a third party pharmacy, the strict protocol for a patient's continuous use of the medication remains the same. As per the available antiepileptic drug monitoring protocol, a serum concentration blood test for ************* must be performed 2-3 weeks after onset of medication usage or after any prescribed change in dosage. Thereafter bloodwork must be performed every 6-12 months with a minimum set of requirements for the patient to receive a regular physical examination and lab work consisting of a complete blood count and serum chemistry with mandatory ************* monitoring. We comply with the drug regulations for ************* and our practice of requiring regular bloodwork for patients on the controlled medicine are consistent with the industry-wide conventions of pharmacology and drug control in veterinary medicine. 
  Please contact me if you have any further questions. 
  

  Sincerely, 
  Jitendra S., DVM 

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