maberi wrote:I'm glad I'm not the manager
BigDogBuford wrote:If they miscommunicate that bad about a prescription, what *else* are they messing up?
Marinepits wrote:One thing I've learned about customer service over the years is that you handle these types of situations IMMEDIATELY and don't let them go on to percolate. Then you lose clients.
.I just received an email from the practice manager and she has the story COMPLETELY wrong in so many ways, it's giving me a migraine. So, off to compose a lengthy response...... I should just send her this thread, LOL
Ms M****** –
Thank you for finally contacting me. At this point, this situation has become far more than a mere “inconvenience” about some medication. After reading your email, I realize that you have not been made aware of many things that did and did not happen. The easiest way to clear this up is to give you a time line of what happened:
• Finnegan and I had a wellness exam with Dr M****** on July 8. At that time, she did a gram stain and the gram stain was not finished by the end of our appointment, so Dr M****** said she’d call me at home with the results. I left the office.
• Around 3:30 pm on July 8, Dr M****** left me a message on my home number that Finnegan has megabacteria and that I would need to come in and pick up some medication. I called back and spoke to a receptionist and let her know that I would be in on July 10 to pick up the medication.
• On July 10 I arrived in your office with Finnegan to pick up the meds. I paid for the meds and then a nurse showed me how to administer them to Finn because I am “new” to birds and have never given a bird medications. AT NO TIME did anyone tell me that I was not receiving a complete set of medications, it did not occur to me to check that I had a complete set as I trusted that your office would give me the proper full amount, nor did anyone tell me that I would need to pay for more medications. In answer to your question, I do not know why your staff sent me home with only one bottle of meds and yes, that was a mistake on your staff’s part.
• During the evening of July 10, I gave Finn his second dose. At that time, I realized that I did not have enough meds to give him the whole 10-day course. I became concerned that maybe your office had mislabeled the bottle and I inadvertently gave Finn the entire course of medications in one day OR your office simply didn’t give me enough medication. I tried to call your office but you were already closed for the day.
• I came back to your office on July 11 around 10am to clear up the medication issue. The receptionist checked the dosage with one of the doctors, told me it was correct, and then C****** made up another partial course of medications because your office didn’t have enough on hand. She and I spoke about the fact that it would be my FOURTH trip down from my home for the medications and that maybe your office would ship them once they became available. We left it that I would call on Monday to find out when the meds would be available and I’d decide at that time if they would be shipped or I’d make yet another trip down to pick them up. The receptionist asked me to pay for the meds, I said I already did and showed her the receipt, and she never said that I owed more for the two bottles that C****** had just given me or that I would have to pay for more meds when they became available.
• Monday July 13 around 2:15 in the afternoon, I called your office to find out when the medication would be available. Your receptionist, T******, told me that the medication was sitting there in your office, waiting to be picked up. When I told her that I was just in on Saturday and that the medication WAS NOT available because your office was out-of-stock, she told me that the meds must have come in that morning. I said that I would be in tomorrow (Tuesday the 14th) to pick up the medication. She did not tell me I owed anything more for the medication I hadn’t received.
• Monday July 13 around 3:30 in the afternoon, C****** called me to let me know that the medication was on order, would probably arrive Wednesday, and that your office would overnight it to me at a “substantial discount”. When I told her I had already spoken to T****** today and T****** said that the medications were already in your office ready for pick up, C****** didn’t know what was going on. She put me on hold, spoke to T******, and came back to the phone to let me know that T****** was “confused” because my paperwork was put in the wrong spot and that the medications were definitely not ready. C****** offered again to ship the medications to me overnight at a substantial discount and that became the sticky-wicket. C****** told me the price that I paid was for only ONE vial of medications and that I would owe for the other vials of medications. This is the first I had heard of the additional charges. My receipt shows that I paid $27.45 for Ampho-B Oral Suspension 100 mg. I have not received anywhere close to 100 mg at this point nor had anyone told me until C****** did today that I owed any more money for medications I have received and have yet to receive. It did occur to me that maybe the “100 mg” refers to the strength of the prescription as listed in your computer program, but that doesn’t change the fact that no one told me that I owed more money for the rest of the course of medication that I thought I had fully received and fully paid for on July 10.
All this miscommunication has not only aggravated me, but has left me with a very bad impression of your office. Given that I have worked in and around veterinary practices for the past 20 years as a receptionist, as a groomer, as a former Animal Control Officer, and as a pit bull rescuer, I am more than sympathetic to overworked staff at a very busy hospital, but this situation is just ridiculous. All I want is the medication to fix Finnegan.
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