Appalled at service would have been 0
Dear Mr Cartwright
Thank you for giving us time to investigate your concerns.
Firstly, we hope that Phoenix is doing well after his surgery and is making a ... Read More
Appalled at service would have been 0
Dear Mr Cartwright
Thank you for giving us time to investigate your concerns.
Firstly, we hope that Phoenix is doing well after his surgery and is making a good recovery.
To explain, Phoenix’s weight was transferred from the consent form onto the anaesthetic monitoring form incorrectly - our nurse accidentally wrote the weight as 38.2kg rather than 32.8kg. The initial drug doses were calculated from this incorrect weight which
meant that Phoenix had a small increase in anti-inflammatory medication dose. This was unfortunately down to human error for which we sincerely apologise.
As soon as we realised, we called you to explain and as agreed we appropriately took a blood sample for testing and started intravenous fluids.
We discussed overnight hospitalisation, but as you understandably preferred to have Phoenix at home, we arranged to keep Phoenix as late as possible to ensure he had had an extended period of fluid therapy. We recommended that we repeat the blood test in 24-48
hours to make sure that there was no adverse reaction. We are pleased to see these results were normal.
On collection, the situation was explained again by our experienced RVN who also apologised again. We always endeavour to perform discharge appointments in private.
We acknowledge that the consequences of such an error could have been more serious and understand that this has been very upsetting for you for which we are very sorry. However, following rapid identification of this error, we have acted appropriately providing
the supportive care and testing warranted at no extra charge to yourself, and therefore, we will not be offering a refund or any compensation.
If you have further issues, following this reply then please find our complaints procedure attached.
Kind regards,
Leanne Millard RVN
Practice Manager
Bell Brown and Bentley Vets
Tel: 0116 2388100
Email:
[email protected]
Take a look! https://www.bbbvets.co.uk/
My working days are Monday - Friday (Wednesdays are afternoons only)
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