This is certainly a terrible story. If events happened as they were written here, I don't blame this reviewer for being so upset. Upon reading this review, I immediately searched all of our records from the day in question on the original review, as well as several days before and after, in case there was some confusion on the actual date. I was unable to find any case which matched the parameters mentioned, a vomiting dog with a treatment plan for an overnight stay, with possible surgery, in the ranges quoted. I only wish that I had been contacted, so that I would have had a chance to look into this right away and get to the bottom of it for you. If events happened as they were explained here, someone in our staff certainly did not follow our protocols, and I want to know about it.

Absent any details from the actual file, I can respond in general to how we normally approach a situation as described here. Practicing veterinary medicine is not like repairing a vehicle, to use an analogy that may help to clarify things. Animals as living beings may or may not respond to treatment as we expect or plan. It's not just a simple matter of presenting a parts list and an expected time of completion. In order to fully prepare clients for all of the possibilities as we know them at the time, we generally do offer a treatment plan which outlines both the best and the worst scenarios. That can indeed result in a wide range of costs, depending of course on what treatments need to be done as the pet does or does not respond. Providing a range in this manner can easily be misunderstood as "padding the estimate" by a client when they are understandably upset while their pet is experiencing a medical emergency. Additionally, costs of operating a 24 hour animal hospital are more than what your your primary veterinarian accrues, and that is reflected in our fees. The client of course is always free to decide how little or how much treatment they want us to provide, and can control costs in that manner.

We pride ourselves on communicating with clients about all of the possibilities as we know them at the time, so that they have as much information as possible in making their treatment decisons, and so that they do not get hit with an unexpected large bill on discharge. In cases where the pet responds as hoped, we come in at or below the low end of the treatment plan. If not, the client has been informed about costs if we need to provide further treatment or diagnostics. Covering all of the bases in this manner is a good thing, not something to be criticised. We of course always begin by offering the best treatment within our capabilities, for your pets' best interest. Sometimes it does take a while to run diagnostics, and for a client to digest all of the information and the doctor's recommendations, and make a decison on how to proceed, so that we can begin treatment. We never initiate treatment without a client's authorization and informed consent, and again, the client is always free to decide how much or how little care you will provide for your pet.

It is not always fun working in an emergency and critical care facility. We see more tragedy and heartache than I care to describe here. We have devoted our careers to working overnights, weekends and holidays to help your pets, when your primary veterinarian is closed, because we do care. If an individual staff member falls short of our expectations, I want to do everything that I can to make it right. I can't do that if I don't know know about it. It is easy to write an anonymous review, but if a solution to a perceived problem is indeed wanted, I would be happy to try if I am contacted by any reasonable person. For every bad review such as here, I can show you dozens of cards and letters sent in by appreciative clients who praise us for what we have done for them and for their pets.

Sometimes just the stress of being concerned for your pet, and the costs of providing care result in lashing out at those who don't deserve it. I can tell you that here, and at most other veterinary hospitals with which I have been associated, the majority of staff do care, sometimes too much. We are all human, and sometimes people do have an off day. We're not asking for praise or sympathy, we chose this path and we knew what we were getting into. It is one thing to voice your concerns, but some of the hateful insults thrown here truly demean the majority of us who are trying to do the best for the animals that we care for. It is not our fault if your pet becomes sick or injured, but we want to do everything that we can to help, during and after your visit. We can only do that if we both work together, not against one another.

Sincerely,

James P Sheehy, Hospital Administrator
Animal Emergency Care
164 Great Road
Acton, MA 01720
978-263-1742
animalemergencycare.com