Google Review Response Cabrales

Hello All. We take reviews of our practice seriously. When we receive one that we don’t agree with, we research any changes that could be made to our services, our processes and our facility. Our team is concerned and perplexed about a review posted by Alicia Cabrales today on Google. Her version of events and our version, carefully noted by our staff over the last couple of years, do not match up. After speaking with our attorney today who noted animals do not have privacy expectations when it comes to medical records, we have decided it is most fair to simply post the notes of the events surrounding Alicia’s one star review.

I would like to give a shout out to Riverside Animal Clinic McHenry’s staff members both present and past who carefully documented Alicia’s pet’s perianal tumor that was diagnosed by Dr. Carlson in 2017, the warning to have it surgically removed and all of the client communication that ensued. Thank you. We are grateful to have led a wonderful, conscientious group of people.

Sincerely,

Cristen Carlson

Hospital Administrator

Routine Examination with VaccinationsJul 22, 2017 06:19 PMGiven: Jul 22, 2017 06:19 PM
Notes: Routine Examination with Vaccinations Notes:S. wellness exam, vaccines O .Perianal tumor, long nails, other PE WNL for senior A. Perianal tumor, clinically healthy otherwise P. Discussed skin, hair, tumor. Quoted $500 total for removal of perianal adenoma Minimal exposure, will skip DP vaccine this year, risk as. attached
Ready To GoJul 22, 2017 07:15 PMGiven: Jul 22, 2017 07:15 PM
Jim D.Jim D.
Medical Note (Jul 22, 2017)Jul 22, 2017 07:15 PMAssessment: Antech Requisition 8614-AVI1473866 
Jim D.Jim D.
Medical Note (Jul 22, 2017)Jul 22, 2017 07:15 PMAssessment: Superchem Name …
Jim D.Jim D.
Medical Note (Jul 22, 2017)Jul 22, 2017 07:15 PMAssessment: Complete Blood Count Name …
Jim D.Jim D.
Medical Note (Jul 22, 2017)Jul 22, 2017 07:15 PMAssessment: Total T4 Name …
Jim D.Jim D.
Heartworm Blood TestJul 22, 2017 07:13 PMGiven: Jul 22, 2017 07:13 PM
Quantity: 1 Unit(s)
Lot: Unassigned 1 Unit(s)
Notes: Heartworm Blood Test Notes:negative
Jim D.Jim D.
Iverhart Plus Brown (51-100#) per doseJul 22, 2017 07:13 PMPrescription #1473864
Given: Jul 22, 2017 07:13 PM
Quantity: 1 Unit(s)
Lot: Unassigned 1 Unit(s)
Notes: Iverhart Plus Brown (51-100#) per dose Notes:Give 1 tablet once per month all year long for heartworm and intestinal parasite prevention. Test annually.
Instructions: Iverhart Plus Brown (51-100#) per dose Notes:Give 1 tablet once per month all year long for heartworm and intestinal parasite prevention. Test annually.
Jim D.Jim D.
Total Body Function (Antech)Jul 22, 2017 07:12 PMJim D.Jim D.
Nail TrimJul 22, 2017 07:08 PMGiven: Jul 22, 2017 07:08 PM
Jim D.Jim D.
Bravecto 44-88lb 1 Chew (3 Months)Jul 22, 2017 07:08 PMPrescription #1473859
Given: Jul 22, 2017 07:08 PM
Quantity: 1 Unit(s)
Lot: Unassigned 1 Unit(s)
Notes: Bravecto 44-88lb 1 Chew (3 Months) Notes:Give 2 chewable tablets orally once every 12 weeks to kill fleas and ticks.
Instructions: Bravecto 44-88lb 1 Chew (3 Months) Notes:Give 2 chewable tablets orally once every 12 weeks to kill fleas and ticks.
Jim D.Jim D.
Intestinal Parasite Screen (Antech)Jul 22, 2017 06:20 PMNotes: Intestinal Parasite Screen (Antech) Notes:JDK: 07-24-17 at 1:50p: NPS. Sent email.
Jim D.Jim D.
Medical Note (Jul 22, 2017)Jul 22, 2017 06:20 PMAssessment: Antech Requisition 8614-AVI1473836 
Jim D.Jim D.
Medical Note (Jul 22, 2017)Jul 22, 2017 06:20 PMAssessment: Ova and Parasites With Centrif Name …
Jim D.Jim D.
3 Year Rabies Booster, #NOTAGJul 22, 2017 07:16 PMGiven: Jul 22, 2017 07:16 PM
Quantity: 1 Unit(s)
Lot: 4150419A; 1 Unit(s); BOEH; Expires Dec 31, 1969
Tag: NOTAG
Notes: 3 Year Rabies Booster, #NOTAG –Vaccine Information– Serial: 4150419A Expires: 09/28/17 Virus type: KV Manufacturer: BOEH Administered: SQ
Phone callJul 25, 2017 08:35 PMPrescription #1474431
Given: Jul 25, 2017 08:35 PM
Quantity: 1 Unit(s)
Lot: Unassigned 1 Unit(s)
Notes: Phone call Notes:STO regarding CBC purple top tube not being sent in She will call and schedule a time to get purple tube for CBC only EAM
Phone callJul 26, 2017 04:48 PMPrescription #1474631
Given: Jul 26, 2017 04:48 PM
Quantity: 1 Unit(s)
Lot: Unassigned 1 Unit(s)
Notes: Phone call Notes:LMOM regarding blood work results for blood chemistry: Inflammatory protein edge of normal AST (liver-muscle) immune mediated inflammation – suggests myositis Phosphorus level low – suggest putting on mineral support supplement Bloodwork suggests tumor causing inflammation Pt is in metabolic acidosis Triglyceride high = circulation issue or Pt was not fasted Reccomend sx ASAP for perianal tumor Also recc rechecking bloodwork in 1 month
Phone callFeb 05, 2018 08:52 PMPrescription #1509678
Given: Feb 05, 2018 08:52 PM
Quantity: 1 Unit(s)
Lot: Unassigned 1 Unit(s)
Notes: Phone call Notes:SAW: 02-05-18 at 5:52p: Client called stating P is throwing up and not eating for last 3 days. Client says she knows something is wrong but doesn’t have the money to go to ER as they need payment up front. I put her on hold and talked with JK about payment plan. JK offered she try and apply for care credit and unfortunately we cannot accept a payment plan either. I urged her to get in to see someone whether it be JC or Emergency center. She says she is only eating table scraps and treats. Client was upset that we could not accept payment plan.
Phone callFeb 28, 2018 01:19 PMPrescription #1513318
Given: Feb 28, 2018 01:19 PM
Quantity: 1 Unit(s)
Lot: Unassigned 1 Unit(s)
Notes: Phone call Notes:O called and said she wanted to be removed off our mailing lists; brought up her account and told her I would remove her from it; O then stated that she never recived labwork results from blood that was done told O that the results were in here and Emily Mitten called and left a message on 7/26/17 and we didn’t hear back; read over labwork results with O and she stated since she never recived them she would want a refund on the labwork ($150) Told O we did leave a message for them and did not hear back O said that the P passed away and she could still be alive if she had known the labwork results; told O I could not tell her that and I could look into the refund but since she was given the results by a tech on a voicemail that we did follow through with the labwork request. O was very upset and said she would be going online to talk about us and then hung up on me. AN JDK: 02-28-18 at 10:37a: Owner called back requesting lab results be faxed to her. Owner was very upset that we had only called her once with lab results on 7-25-17 and that we did not try to reach client multiple times. I apologized to owner and let her know normally we will add a follow up call the next day to try to reach owner for the second time. Owner stated she never received message from 7-25-17 and the last she heard was that the tube broke and she needed to bring patient back in. Owner again requested a refund for the lab work. I let owner know I can refund her for the $30 for the CBC only since that tube did break but the CHEM/T4 were received and reviewed. Owner stated if she did receive the lab results she could have treated patient sooner. I tried to relate to owner since my personal dog has a perianal tumor as well and let owner know it all depends how aggressive the tumor itself is and its hard to put a timeline on it. Owner calmed down at end of phone conversation and said she wanted to have another Vet review the lab results. Faxed to 847-241-2999. Owner asked for the $30 refund to be mailed to her, I let owner know we can refund it by phone onto the Mastercard. Owner stated that is her Husbands card and she will have him call with the number.
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